# Introduction

## Welcome to [QuickReply.ai](http://quickreply.ai) Documentation

### About [QuickReply.ai](http://quickreply.ai)

[QuickReply.ai](https://quickreply.ai/) is a powerful WhatsApp Marketing Automation Platform designed to help businesses drive sales through personalized 1-to-1 messaging on the platform their customers love - WhatsApp.

By intelligently combining data from multiple customer touchpoints, [QuickReply.ai](https://quickreply.ai/) creates dynamic buyer personas and enables businesses to run targeted campaigns, automate messaging workflows, and seamlessly engage customers in two-way conversations.

With deep Shopify integration, as well as support for industries like Education, Real Estate, and more, [QuickReply.ai](https://quickreply.ai/) empowers brands across the globe to enhance their WhatsApp marketing efforts with automation, personalization, and real-time customer interactions.

### About This Documentation

This documentation serves as your go-to guide for everything [QuickReply.ai](http://quickreply.ai). Whether you’re setting up your first campaign, integrating with Shopify, or building advanced automation workflows, you'll find comprehensive, step-by-step instructions to help you get the most out of the platform.

Expect clear explanations, actionable insights, and best practices to accelerate your WhatsApp marketing success.

Ready to dive in? Head over to our Getting Started guide to begin your journey with QuickReply!


# Getting Started

This section is designed to get you up and running quickly. It's a complete guide to using [QuickReply.ai](https://quickreply.ai/), from setting up your account to running advanced marketing workflows.

Whether you're a first-time user or an experienced marketer, you'll find step-by-step instructions, best practices, and feature breakdowns to help you maximise [QuickReply.ai](https://quickreply.ai/)’s capabilities.

## Let's get started! <a href="#h_f3507a3390" id="h_f3507a3390"></a>

Proceed to the Account Setup and Activation section to get you automating!

1. Install QuickReply.ai on your Shopify store.
2. Signup for QuickReply.ai anywhere


# Install QuickReply.ai on Shopify

## App Installation on Shopify App Store <a href="#h_15ac3b3a98" id="h_15ac3b3a98"></a>

1. Go to your Shopify store to [install QuickReply.ai app](https://apps.shopify.com/helpdesk-livechat-chatbots)

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912852996/daed06c1fa09d52d1ffe654249f1/WhatsApp+Image+2026-01-03+at+14_13_08.jpeg?expires=1767528000&#x26;signature=1776d5833f4895cf2bcfa7e721448606c8b0ddd9ca9a668107e90a1f318c64f3&#x26;req=dSkmFMF7n4hWX%2FMW3Hu4gcbp94FDiMl6mfqfrj9tkSKchF424T8cRbPnyR5E%0AvQ%3D%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

2. Accept all the permissions and click **Install**

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912853336/e01dae4f343045a8cca96129680b/WhatsApp+Image+2026-01-03+at+13_42_24.jpeg?expires=1767549600&#x26;signature=70dab9dc2ed43687070ee68d696e733d1d5bf4b7bee33aa50f2e409c7c21bdf0&#x26;req=dSkmFMF7noJcX%2FMW3nq%2BgQoX1tzVahFj1ZTPMp1ubrz6GoTf4tuK7RbS6bhn%0AgStHjvp63W6%2FbKEMLBq1iyv1rsA%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

## Complete Shopify App verification <a href="#h_f46f2bd43a" id="h_f46f2bd43a"></a>

After installation, complete the signup by providing the following details.

<figure><img src="/files/EBFc75mpsqR3eMnQ9pxE" alt="" width="375"><figcaption></figcaption></figure>

1. Your Name
2. Email Address
   * Ensure it's valid, as we'll email a verification link to complete your setup.
3. Choose a Strong Password A strong password must:
   * Include a lowercase letter
   * Include an uppercase letter
   * Include a digit (numeric character)
   * Include a special character (!@$$)
   * Be at least 8 characters long

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912854573/e405cac9214393b53b1dc6bf6c23/WhatsApp+Image+2026-01-03+at+13_43_58.jpeg?expires=1767549600&#x26;signature=d1ec01087ddf7450521ccced63a3ecc66924bc000bb4d2dc80bf26922d26ca51&#x26;req=dSkmFMF7mYRYWvMW3nq%2BgY9Pr0h80uzmaVrMjU%2B6iF7aVEbXeaHuwV8%2BOofC%0AhEEttVB0bdEJyJC5XG7q0yIKiY8%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

4. After a successful sign-up, a verification link will be emailed to you on the email address you provided in 'point b.' Click on "Verify Email Address" to continue onboarding.

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912875872/0eb15c06386dd8002aa8f04abc54/WhatsApp+Image+2026-01-03+at+13_45_11.jpeg?expires=1767549600&#x26;signature=f81832216e47bc5fcd1acf4d75daa2401c14b99b7a7f2c91f6c8224936dd509a&#x26;req=dSkmFMF5mIlYW%2FMW3nq%2BgcbGDcNy60kFMgnxA5pF%2B6d8w%2Fm2HpLkfgw74TPh%0AnN4YseiIgE%2FAE8ZN6uFRGOWOXRI%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="warning" %}
Note - The verification link expires in 30 minutes but can be resent if needed.
{% endhint %}

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912875396/4d2ae73cf0a70f52cbc78cd95d10/WhatsApp+Image+2026-01-03+at+13_45_23.jpeg?expires=1767549600&#x26;signature=43b607a34340c1efda2d3c315a1364a52dfdf89d750cf0bb21d0772c32d3bccb&#x26;req=dSkmFMF5mIJWX%2FMW3nq%2BgW88BOe7Zp0CApEflTBami6VzpnJ2nVfmSHXOpUJ%0ATmKv%2FX8XJr2SBFxcoZTvFLiYeNM%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

## Onboarding <a href="#h_3cb4676605" id="h_3cb4676605"></a>

Once your email is verified, please provide the following details to complete your onboarding.

### Fill Company Details <a href="#h_e94adbabbc" id="h_e94adbabbc"></a>

1. Company Name
2. Website URL

{% hint style="info" %}
If you have signed up from Shopify, the website is pre-filled with the store URL
{% endhint %}

3. Website Platform

{% hint style="info" %}
If you have signed up from Shopify, the platform option will be pre-filled
{% endhint %}

4. Business Location
5. Contact Phone Number

{% hint style="warning" %}
This will be used to send you important alerts about your account on your WhatsApp
{% endhint %}

6. Timezone
7. Organization Size

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912859071/5e2432491f6b89cd74fd0786cc06/WhatsApp+Image+2026-01-03+at+13_46_02.jpeg?expires=1767549600&#x26;signature=b3923d0e60dfd2a8158750d661a95ebc78904b02f9a46adf49cda898faf76848&#x26;req=dSkmFMF7lIFYWPMW3nq%2BgUaHale1m4w8LCZYSaojsSTzhKaZCOb81Y7HHII5%0AXX4VUIUGMF3Iv0IH%2BuJUsjeNVuU%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

### Fill Your Details <a href="#h_84f66d4e70" id="h_84f66d4e70"></a>

Provide information that helps us give you a tailored experience.

1. Your role
2. Industry
3. How did you hear about QuickReply.ai

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912879171/3d5c29c869a291cb0ea3d26a725c/WhatsApp+Image+2026-01-03+at+13_46_25.jpeg?expires=1767549600&#x26;signature=e1fe0f5bd48d39e2263770d2961cf4a6b3743c30a64094d8c376cf7f89b22c3d&#x26;req=dSkmFMF5lIBYWPMW3nq%2BgaAyyO2%2B3RyVJOijbisAYRg5hF2nJvKwdgjrFf3N%0A6i%2FIDVx9HAW9uYSxhc5RqvflyoI%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

## Final Onboarding Steps <a href="#h_c87fc4cc6c" id="h_c87fc4cc6c"></a>

Great job. You have almost reached the final stage of onboarding. To proceed further, you need to create a WhatsApp Business API account with QuickReply.ai

Here are the [prerequisites to create a WhatsApp Business API.](/overview/messaging-channels/whatsapp/setup-whatsapp/pre-requisites) If you need help, you can book a Demo with our Solutions Experts.

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912864880/0ac651f493f1550ed48de788b2b3/WhatsApp+Image+2026-01-03+at+13_46_39.jpeg?expires=1767549600&#x26;signature=c711dfeaba4f991a75fd2c77b599d51efa2f2a2b442f8fd46734ea15e7ac156c&#x26;req=dSkmFMF4mYlXWfMW3nq%2BgRgmwzCwESuoYXwahCg8jQaPJ5ZDmQnUu9KsvdPw%0AWXu7cG0KC3TbEuno6icbyn8MZ5M%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

1. If you do not have these ready, you can choose to skip the setup at this step and [set up your WhatsApp Business API from the dashboard.](/overview/messaging-channels/whatsapp/setup-whatsapp/setup-waba#setup-waba-existing-user)
2. If the pre-requisites are satisfied, you can [continue to create the WhatsApp Business API account.](/overview/messaging-channels/whatsapp/setup-whatsapp/setup-waba)

## Book a Demo

Once you have completed your account activation, to complete your account activation, you are required to book a demo (if not already done) with our product specialist, who will:

1. Provide a platform overview
2. Discuss your business requirements
3. Explain pricing and plans
4. Help with account activation

{% hint style="success" %}
[Book a demo](https://www.quickreply.ai/demo) with our product specialist here.
{% endhint %}

### Once you confirm your plan:

* You are subscribed to a plan
* You are added to the Onboarding WhatsApp group, which includes:
  * Implementation Manager for setup assistance
  * Support Team (WhatsApp group and email support, depending on your plan)

{% hint style="success" %}
You can find our [Service Level Agreements (SLAs)](https://support.quickreply.ai/) here.
{% endhint %}

## Welcome Onboard <a href="#h_97b1fc4d2b" id="h_97b1fc4d2b"></a>

That was a great journey. You have finally set up your account, and your QuickReply.ai dashboard is ready for you.

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912865877/06bca1e163844ff029f046b1bad2/WhatsApp+Image+2026-01-03+at+13_48_56.jpeg?expires=1767549600&#x26;signature=a5ba06328a34abdb171999c60946ba1795f1aeaab5daa0d92b3694e88714bfe7&#x26;req=dSkmFMF4mIlYXvMW3nq%2BgfRKptegyLofuO4PJe4bwwwv7cqKwZ8mzPU3XzOW%0AxzD7mV9VHtBDY9DrSG6X50ygEnY%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="success" %}
You can [**book a demo**](https://quickreply.ai/demo) with our Solutions Experts if you need any help.

If you want to dive deeper on your own, kindly write to our support team to allow your access to the dashboard, bypassing the demo.
{% endhint %}

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912866468/ad13f34d38ac6d51a6458d695bdb/WhatsApp+Image+2026-01-03+at+13_49_21.jpeg?expires=1767549600&#x26;signature=41f69f3f2822204ce73d2ac6df3cabd50658813203df615c5f134c3be0e5fb57&#x26;req=dSkmFMF4m4VZUfMW3nq%2BgX%2Fm4S4ACBp%2BHamop8GyOVwDszX5m79DPrbJkPBq%0ASDa9taNjpVFMtV3S2KBb7fmafpc%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

## Setup your Messaging Channels

{% content-ref url="/pages/rO0KYE4h75o1p6FQpOzl" %}
[Messaging Channels](/overview/messaging-channels)
{% endcontent-ref %}


# Sign up for QuickReply.ai

Not on Shopify? Don't worry we got you covered.

## Sign up on QuickReply.ai <a href="#h_4f3cd7e149" id="h_4f3cd7e149"></a>

1. Go to [QuickReply.ai's sign-up page](https://app.quickreply.ai/v3/signup)

<figure><img src="/files/I1CBd1mTcsQ14qQfmAUd" alt="" width="364"><figcaption></figcaption></figure>

Complete the signup by providing the following details:

1. Your Name
2. Email Address
   * Ensure it's valid, as we'll email a verification link to complete your setup.
3. Choose a Strong Password A strong password must:
   * Include a lowercase letter
   * Include an uppercase letter
   * Include a digit (numeric character)
   * Include a special character (!@$$)
   * Be at least 8 characters long

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912854573/e405cac9214393b53b1dc6bf6c23/WhatsApp+Image+2026-01-03+at+13_43_58.jpeg?expires=1767549600&#x26;signature=d1ec01087ddf7450521ccced63a3ecc66924bc000bb4d2dc80bf26922d26ca51&#x26;req=dSkmFMF7mYRYWvMW3nq%2BgY9Pr0h80uzmaVrMjU%2B6iF7aVEbXeaHuwV8%2BOofC%0AhEEttVB0bdEJyJC5XG7q0yIKiY8%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

4. After a successful sign-up, a verification link will be emailed to you on the email address you provided in 'point b.' Click on "Verify Email Address" to continue onboarding.

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912875872/0eb15c06386dd8002aa8f04abc54/WhatsApp+Image+2026-01-03+at+13_45_11.jpeg?expires=1767549600&#x26;signature=f81832216e47bc5fcd1acf4d75daa2401c14b99b7a7f2c91f6c8224936dd509a&#x26;req=dSkmFMF5mIlYW%2FMW3nq%2BgcbGDcNy60kFMgnxA5pF%2B6d8w%2Fm2HpLkfgw74TPh%0AnN4YseiIgE%2FAE8ZN6uFRGOWOXRI%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="warning" %}
Note - The verification link expires in 30 minutes but can be resent if needed.
{% endhint %}

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912875396/4d2ae73cf0a70f52cbc78cd95d10/WhatsApp+Image+2026-01-03+at+13_45_23.jpeg?expires=1767549600&#x26;signature=43b607a34340c1efda2d3c315a1364a52dfdf89d750cf0bb21d0772c32d3bccb&#x26;req=dSkmFMF5mIJWX%2FMW3nq%2BgW88BOe7Zp0CApEflTBami6VzpnJ2nVfmSHXOpUJ%0ATmKv%2FX8XJr2SBFxcoZTvFLiYeNM%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

## Onboarding <a href="#h_3cb4676605" id="h_3cb4676605"></a>

Once your email is verified, please provide the following details to complete your onboarding.

### Fill Company Details <a href="#h_e94adbabbc" id="h_e94adbabbc"></a>

1. Company Name
2. Website URL

{% hint style="info" %}
If you have [signed up from Shopify,](/overview/getting-started/install-on-shopify) the website is pre-filled with the store URL
{% endhint %}

3. Website Platform

{% hint style="info" %}
If you have [signed up from Shopify,](/overview/getting-started/install-on-shopify) the platform option will be pre-filled
{% endhint %}

4. Business Location
5. Contact Phone Number

{% hint style="warning" %}
This will be used to send you important alerts about your account on your WhatsApp
{% endhint %}

6. Timezone
7. Organization Size

<figure><img src="/files/kLpRBTZL4nngWo1k8ZlI" alt="" width="375"><figcaption></figcaption></figure>

### Fill Your Details <a href="#h_84f66d4e70" id="h_84f66d4e70"></a>

Provide information that helps us give you a tailored experience.

1. Your role
2. Industry
3. How did you hear about QuickReply.ai

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912879171/3d5c29c869a291cb0ea3d26a725c/WhatsApp+Image+2026-01-03+at+13_46_25.jpeg?expires=1767549600&#x26;signature=e1fe0f5bd48d39e2263770d2961cf4a6b3743c30a64094d8c376cf7f89b22c3d&#x26;req=dSkmFMF5lIBYWPMW3nq%2BgaAyyO2%2B3RyVJOijbisAYRg5hF2nJvKwdgjrFf3N%0A6i%2FIDVx9HAW9uYSxhc5RqvflyoI%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

## Final Onboarding Steps <a href="#h_c87fc4cc6c" id="h_c87fc4cc6c"></a>

Great job. You have almost reached the final stage of onboarding. To proceed further, you need to create a WhatsApp Business API account with QuickReply.ai

Here are the prerequisites to create a WhatsApp Business API. If you need help, you can book a Demo with our Solutions Experts.

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912864880/0ac651f493f1550ed48de788b2b3/WhatsApp+Image+2026-01-03+at+13_46_39.jpeg?expires=1767549600&#x26;signature=c711dfeaba4f991a75fd2c77b599d51efa2f2a2b442f8fd46734ea15e7ac156c&#x26;req=dSkmFMF4mYlXWfMW3nq%2BgRgmwzCwESuoYXwahCg8jQaPJ5ZDmQnUu9KsvdPw%0AWXu7cG0KC3TbEuno6icbyn8MZ5M%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

1. If you do not have these ready, you can choose to skip the setup at this step and [set up your WhatsApp Business API from the dashboard.](/overview/messaging-channels/whatsapp/setup-whatsapp/setup-waba#setup-waba-existing-user)
2. If the pre-requisites are satisfied, you can continue to [create the WhatsApp Business API account.](/overview/messaging-channels/whatsapp/setup-whatsapp/setup-waba#set-up-waba-newly-registered-user)

## Book a Demo

Once you have completed your account activation, to complete your account activation, you are required to book a demo (if not already done) with our product specialist, who will:

1. Provide a platform overview
2. Discuss your business requirements
3. Explain pricing and plans
4. Help with account activation

{% hint style="success" %}
[Book a demo](https://www.quickreply.ai/demo) with our product specialist here.
{% endhint %}

### Once you confirm your plan:

* You are subscribed to a plan
* You are added to the Onboarding WhatsApp group, which includes:
  * Implementation Manager for setup assistance
  * Support Team (WhatsApp group and email support, depending on your plan)

{% hint style="success" %}
You can find our [Service Level Agreements (SLAs)](https://support.quickreply.ai/) here.
{% endhint %}

## Welcome Onboard <a href="#h_97b1fc4d2b" id="h_97b1fc4d2b"></a>

That was a great journey. You have finally set up your account, and your QuickReply.ai dashboard is ready for you.

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912865877/06bca1e163844ff029f046b1bad2/WhatsApp+Image+2026-01-03+at+13_48_56.jpeg?expires=1767549600&#x26;signature=a5ba06328a34abdb171999c60946ba1795f1aeaab5daa0d92b3694e88714bfe7&#x26;req=dSkmFMF4mIlYXvMW3nq%2BgfRKptegyLofuO4PJe4bwwwv7cqKwZ8mzPU3XzOW%0AxzD7mV9VHtBDY9DrSG6X50ygEnY%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="success" %}
You can [**book a demo**](https://quickreply.ai/demo) with our Solutions Experts if you need any help.

If you want to dive deeper on your own, kindly write to our support team to allow your access to the dashboard, bypassing the demo.
{% endhint %}

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912866468/ad13f34d38ac6d51a6458d695bdb/WhatsApp+Image+2026-01-03+at+13_49_21.jpeg?expires=1767549600&#x26;signature=41f69f3f2822204ce73d2ac6df3cabd50658813203df615c5f134c3be0e5fb57&#x26;req=dSkmFMF4m4VZUfMW3nq%2BgX%2Fm4S4ACBp%2BHamop8GyOVwDszX5m79DPrbJkPBq%0ASDa9taNjpVFMtV3S2KBb7fmafpc%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

## Setup your Messaging Channels

{% content-ref url="/pages/rO0KYE4h75o1p6FQpOzl" %}
[Messaging Channels](/overview/messaging-channels)
{% endcontent-ref %}


# Signing up and activating your account

You can get started with QuickReply in two ways:

## 1. Shopify App Store

### Install QuickReply from the Shopify App Store

* Visit this [link](https://apps.shopify.com/helpdesk-livechat-chatbots) to install.

<figure><img src="/files/LqPTMY7DK2ua4g0azoSZ" alt=""><figcaption></figcaption></figure>

### Complete signup and verification

* **Signup Process**

  After installation, complete the signup by providing the following details:

  1. **Your Name**
  2. **Email Address**
     * Ensure it's valid, as we'll email a verification link to complete your setup.
  3. **Choose a Strong Password**\
     A strong password must:
     * Include a lowercase letter
     * Include an uppercase letter
     * Include a digit
     * Include a special character
     * Be at least 8 characters long

<figure><img src="/files/O2M51S8Mt36f4UNtfluH" alt=""><figcaption></figcaption></figure>

* **Verification**\
  After a successful sign-up, a verification link will be emailed to you. Click on "Verify Email Address" to continue onboarding.

{% hint style="info" %}
*Note - The verification link expires in 30 minutes but can be resent if needed.*
{% endhint %}

### Onboarding

* **Company Information**\
  To create an account, please provide the following company details after verification:
  * Company Name
  * Website URL
    * If you have signed up from Shopify, the website is pre-filled with the store URL
  * Website Platform
    * If you have signed up from Shopify, the platform option will be pre-filled
  * Business Location
  * Contact Phone Number
  * Timezone
  * Organization Size

<figure><img src="/files/8NbOQKeQPMTVpCbWwL7i" alt=""><figcaption></figcaption></figure>

* **Provide information that helps us give you a tailored experience.**
  1. **Your role**
  2. **Industry**
  3. **How did you hear about QuickReply.ai**

<figure><img src="/files/bnl4Zgfhd9DvRZZZPfCj" alt=""><figcaption></figcaption></figure>

* **Connect to WhatsApp Business API**\
  To connect your [number](/overview/messaging-channels/whatsapp/setup-whatsapp) to the WhatsApp Business API, follow these steps:
  1. Click **Connect to WhatsApp Business** to open a separate window.
  2. Log in with a Facebook account linked to Meta Business Manager.
  3. Select a verified [Business Manager](/overview/messaging-channels/whatsapp/concepts#meta-business-verification).
  4. Create a new WhatsApp Business Account (WABA).
  5. Set up your WhatsApp Business profile. The information provided will be visible to WhatsApp users.
  6. Add and verify the number you plan to use with the WhatsApp Business API.
  7. Allow 3-5 minutes for your account to be created.

{% hint style="info" %}
**If you're new to the WhatsApp Business API, you can skip the connection step and schedule a personalized demo with our product specialist for assistance.**
{% endhint %}

<figure><img src="/files/mL9lbPzvSB4kDcwKtHsr" alt=""><figcaption></figcaption></figure>

### Complete your account activation

To complete your account activation, you are required to book a demo (if not already done in the previous step) with our product specialist, who will

* Provide a platform overview
* Discuss your business requirements
* Explain pricing and plans
* Help with account activation

<figure><img src="/files/OV8yDZvRLuAJO2LfHFb4" alt=""><figcaption></figcaption></figure>

### Once you confirm your plan:

* You are subscribed to a plan
* You are added to the Onboarding WhatsApp group, which includes:
  * Implementation Manager for setup assistance
  * Support Team (WhatsApp group and email support, depending on your plan)
  * [Service Level Agreement (SLA)](https://support.quickreply.ai/implementations/implementation-sla).

## 2. Direct Demo Booking & Account Activation

### Directly book a demo via the [QuickReply website](https://www.quickreply.ai/demo).

<figure><img src="/files/Bd0srBCFqtEB4yQA23s8" alt=""><figcaption></figcaption></figure>

### The process is the same as above:

* Product specialist walkthrough
* Requirement discussion
* Pricing & plan confirmation

Once confirmed, our customer support will activate your account and add you to the Onboarding WA group.

Once your account is activated, you're ready to start setting up your WhatsApp business and automation workflows.\\


# Messaging Channels

<table data-view="cards"><thead><tr><th data-type="content-ref"></th><th data-hidden data-card-cover data-type="files"></th></tr></thead><tbody><tr><td><a href="/pages/KgNKZrgngtYH4IYcHRQo">/pages/KgNKZrgngtYH4IYcHRQo</a></td><td><a href="/files/YIhKgDz0dTFhWKT3fGgj">/files/YIhKgDz0dTFhWKT3fGgj</a></td></tr><tr><td><a href="/pages/Q5YmuieklaaWX5zq0HgU">/pages/Q5YmuieklaaWX5zq0HgU</a></td><td><a href="/files/Tg3CjnNAiAIe89IfjQhm">/files/Tg3CjnNAiAIe89IfjQhm</a></td></tr><tr><td><a href="/pages/MYoCt6LMa71328vvzxvV">/pages/MYoCt6LMa71328vvzxvV</a></td><td><a href="/files/w21nF0TeM2lzFt6Uk6KR">/files/w21nF0TeM2lzFt6Uk6KR</a></td></tr></tbody></table>


# WhatsApp

## What is WhatsApp?

WhatsApp is a globally recognized instant messaging platform that **Meta (formerly Facebook) owns**. It enables users to send text messages, voice notes, images, videos, documents, and make voice and video calls over the internet. With over **2 billion users worldwide**, WhatsApp is one of the most widely used messaging apps for personal and business communication.

## Global Coverage of WhatsApp

WhatsApp operates in **over 180 countries** and supports **60+ languages**. This extensive reach makes it an ideal communication tool for businesses targeting diverse markets. Unlike traditional SMS, WhatsApp allows for **rich media messaging**, reducing reliance on costly text-based communication.

## What is WhatsApp Business API?

The **WhatsApp Business API** is a solution designed for **medium and large businesses** to automate, integrate, and manage customer communications at scale. Unlike the **WhatsApp Business App**, which is suited for small businesses, the API allows:

* Automated messaging & chatbot integration
* Bulk notifications & broadcast messaging
* CRM and third-party tool integration
* Multi-agent customer support handling

## Different Types of WhatsApp Solutions

Businesses can use WhatsApp in three main ways:

1. **WhatsApp Messenger (Personal Use)** – Standard WhatsApp app for individuals.
2. **WhatsApp Business App** – A standalone app for small businesses with basic automation features.
3. **WhatsApp Business API** – Enterprise-level solution enabling automation, scalability, and deep integrations.

## When Do You Need WhatsApp Business API?

Businesses should opt for the WhatsApp Business API when they need:

* Automated & scalable customer communication
* Integration with CRM & e-commerce platforms
* Bulk notifications for transactional updates (e.g., order confirmations, delivery tracking, appointment reminders)
* Customer support handled by multiple agents
* Advanced analytics & reporting

## Benefits of WhatsApp for Business

* **High Engagement Rates** – WhatsApp messages have **higher open and response rates** than emails and SMS.
* **Rich Media Support** – Send images, videos, PDFs, location, and more to enhance customer interactions.
* **End-to-End Encryption** – Secure messaging to maintain privacy and trust.
* **Automated & Interactive Conversations** – Chatbots, quick replies, and AI-driven support for instant responses.
* **Seamless Shopify & CRM Integration** – Manage customer communication directly from your business tools.


# Setting up WhatsApp

Setting up a WhatsApp account with QuickReply requires meeting a few mandatory pre-requisites defined by WhatsApp to ensure approval and stable account performance.

1. Verified Meta Business Manager. [Read more here](/overview/messaging-channels/whatsapp/setup-whatsapp/fbm-verification)
2. Dedicated phone number (SMS/voice OTP enabled). [Read more here](/overview/messaging-channels/whatsapp/setup-whatsapp/pre-requisites#phone-number)
3. Number must not be linked to any WhatsApp account. [Read more here](/overview/messaging-channels/whatsapp/setup-whatsapp/pre-requisites#phone-number-deletion)
4. Business must follow WhatsApp Commerce & Messaging Policies. [Read more here](/overview/messaging-channels/whatsapp/setup-whatsapp/pre-requisites#compliance-with-whatsapps-policies)
5. Please ensure there are no restrictions to any assets in the Business Manager. Violations may lead to WABA suspension


# Pre-requisites

## Verified Facebook Business Manager

Your business must have a Meta Business Manager account. Verification is mandatory to gain **full access to the WhatsApp Business API.**

Read more here: [Meta Business Manager Verification](/overview/messaging-channels/whatsapp/setup-whatsapp/fbm-verification)

## Phone Number

Your Business must have an eligible phone number. Before setting up WhatsApp Business API, ensure you meet the following requirements:

* Able to receive an **OTP via SMS/ Phone Call**
* The number used for the WhatsApp API **must not be linked to an existing WhatsApp account**
* It cannot be used in the regular **WhatsApp or WhatsApp Business App**.

### Disconnect Phone Number <a href="#disconnect-phone-number" id="disconnect-phone-number"></a>

{% hint style="warning" %}

1. If phone is connected to WhatsApp API: 2FA needs to be disabled from the previous Vendor's end
2. If phone is connected to WhatsApp Business / WhatsApp Messenger: The Account needs to be deleted
   * All chat history and contact data from the WhatsApp Business / WhatsApp Messenger **will be erased.** Please reach out to us at **<help@quickreply.ai>** for more clarity and **seek help in the retention of your data**
   * The number once connected to WhatsApp Business API:
     * **Cannot be reverted** to standard WhatsApp Business or the WhatsApp Messenger used on mobile devices
     * Access to the number will be **exclusively through the QuickReply.ai** dashboard.
       {% endhint %}

### Key Requirements:

* **Number Ownership:** The phone number must be legally under your control - either owned by your business or authorized for business use.
* **Number Format:** The number must follow the international format, including the country and area codes. For example, a U.S. number with area code "408" and number "555-1212" should be entered as "+1-408-555-1212".
* **Number Availability:** If the number is from another provider or isn't listed in the BSP-provided numbers, it must be able to receive calls or SMS messages for verification.
* **Number Cleanliness:** The number should not be currently used on any WhatsApp account (personal, Business App). If it were, [you must delete the existing WhatsApp account](https://app.gitbook.com/o/uM0hInnriptBQczOFtyU/s/ePPO97Ju334NhhCzTEZP/~/edit/~/changes/301/overview/publish-your-docs-1/whatsapp/prerequisites-and-setup/pre-requisites#phone-number-deletion) before registering for it.

### Supported Number Types:

* **Landline numbers** – Fixed-line numbers are commonly used by businesses.
* **Mobile numbers** – Standard mobile numbers capable of receiving SMS messages.
* **Virtual Mobile Numbers (VMNs)** – Voice-capable numbers without a physical SIM card, purchasable from providers like MessageBird. Verification codes are sent via voice call.

### **Not Supported:**

* Shortcodes
* Numbers with IVR (automated call menu), unless IVR can be disabled for verification.

## **Compliance with WhatsApp’s Policies**

WhatsApp Business Services (as defined in the [WhatsApp Business Terms](https://www.whatsapp.com/legal/business-terms) of Service), enable rich, conversational experiences between businesses and WhatsApp users. Creating valuable experiences for users relies on the compliance of businesses with the WhatsApp Business Messaging Policy below. By using our products, businesses agree to the WhatsApp Business Messaging Policy, [WhatsApp Messaging Guidelines](https://www.whatsapp.com/legal/messaging-guidelines) and the [WhatsApp Business Terms of Service](https://www.whatsapp.com/legal/business-terms).

You must ensure that your business adheres to:

1. [WhatsApp Business Messaging Policy](https://business.whatsapp.com/policy)
2. [WhatsApp Messaging Guidelines](https://www.whatsapp.com/legal/messaging-guidelines)
3. [WhatsApp Business Terms of Service](https://www.whatsapp.com/legal/business-terms)
4. [Meta Commerce Policy](https://www.facebook.com/policies_center/commerce)


# Meta Business Manager Verification

Your business must have a Meta Business Manager account. Verification is mandatory to gain full access to the WhatsApp Business API.

### Best Practices <a href="#preparing-for-business-verification" id="preparing-for-business-verification"></a>

To improve your chances of successful verification with Meta, please review the following before submitting your request:

* Ensure your business website is **active, secured with SSL,** and displays the same **legal company name, address, and contact number** as listed in Meta Business Manager.
* Use a business email address that matches your website’s domain (for example, <hello@yourcompany.in>).
* If you choose phone number verification, make sure the number can receive inbound calls or SMS. Any IVR or automated call system is suggested to be disabled during the verification process.
* If you choose email address verification, prefer using brand's domain linked email address (such as <info@yourdomain.com>) instead of generic address to get a faster verification.
* The **legal or trade name on your submitted documents** must match the name shown on your **website (preferably on the footer) and the Facebook Page.** If the names differ, clearly explain the relationship (for example, “Brand A is operated by Company B”).

Steps<br>

1. Go to [Meta Business Manager → Security Center](https://business.facebook.com/latest/settings/security_center/)

<figure><img src="/files/0VywGQxChk6pIdpKZ7Xi" alt="" width="563"><figcaption></figcaption></figure>

2. Check your Business Verification status and it's dependencies:
   1. <mark style="color:yellow;">**Ineligible for Verification**</mark> : Meta requires some eligibility criteria to consider a Business Manager eligible to be verified. Follow this article to [get your Business Manager eligible for Verification.](https://www.facebook.com/business/help/1095661473946872)
   2. 🔄 <mark style="color:blue;">**In review**</mark> : Good news - Meta might take upto two days to give you a status on the verification. If it's already past the time, please write to the Meta support team
   3. <mark style="color:red;">**❌ Rejected**</mark> : That's sad to hear - you can read more about [troubleshooting the rejection here.](https://www.facebook.com/business/help/2342133782492969)&#x20;
   4. <mark style="color:green;">**✅ Verified**</mark> : It's a great news - now that your Business Manager is verified, you can now proceed with the [WhatsApp Business API setup here.](/overview/messaging-channels/whatsapp/setup-whatsapp/setup-waba)


# Setup WhatsApp Business API

## Pre-requisites

Here are the [prerequisites to create a WhatsApp Business API.](/overview/messaging-channels/whatsapp/setup-whatsapp/pre-requisites) If you need help, you can [book a Demo with our Solutions Experts.](http://quickreply.ai/demo)

## Setting up your WhatsApp Business API

This section will guide you on how you can setup your WhatsApp Business API account with QuickReply.ai via the following phases:

#### Set up WABA - Newly Registered User

This guides you regarding the steps to setup your WhatsApp Business API account once you have reached [final stage of onboarding while signing up for QuickReply.ai](https://app.gitbook.com/o/uM0hInnriptBQczOFtyU/s/ePPO97Ju334NhhCzTEZP/~/edit/~/changes/301/overview/getting-started/sign-up-for-quickreply.ai#h_c87fc4cc6c)

<div><figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912864880/0ac651f493f1550ed48de788b2b3/WhatsApp+Image+2026-01-03+at+13_46_39.jpeg?expires=1767549600&#x26;signature=c711dfeaba4f991a75fd2c77b599d51efa2f2a2b442f8fd46734ea15e7ac156c&#x26;req=dSkmFMF4mYlXWfMW3nq%2BgRgmwzCwESuoYXwahCg8jQaPJ5ZDmQnUu9KsvdPw%0AWXu7cG0KC3TbEuno6icbyn8MZ5M%3D%0A" alt="" width="375"><figcaption></figcaption></figure> <figure><img src="/files/2YqwQJ8SjrI8JSARLsjb" alt="" width="563"><figcaption></figcaption></figure></div>

Once you are eligible as per the pre-requisites mentioned:

* Select I am ready with the above pre-requisites
* Click on "Connect Now" to initiate the [Embedded Signup](https://app.gitbook.com/o/uM0hInnriptBQczOFtyU/s/ePPO97Ju334NhhCzTEZP/~/edit/~/changes/301/overview/publish-your-docs-1/whatsapp/prerequisites-and-setup/setup-whatsapp-business-api/newly-registered-users#embedded-signup)

#### Setup WABA - Existing User

Once you are eligible as per the pre-requisites mentioned, open your WhatsApp Settings on QuickReply.ai by directly [going to this link](https://app.quickreply.ai/v2/settings/channels/whatsapp) or go to your QuickReply.ai dashboard > Your Profile (bottom-left of screen) > Settings > WhatsApp (Channel)

<div><figure><img src="/files/nS7j0Mw4quCA1KMiPG02" alt="" width="375"><figcaption></figcaption></figure> <figure><img src="/files/D1czCEzRist0UIp33DVa" alt="" width="563"><figcaption></figcaption></figure></div>

## Embedded Signup

Once you click "Connect Now" or "Connect your Number" it will open the Meta Embedded Signup popup.

1. Login with your facebook credentials which has the access to your Meta Business Manager.

<figure><img src="/files/BrCcetkXuiYehWXVOiOu" alt="" width="375"><figcaption></figcaption></figure>

2. Click "Continue" to allow permissions to QuickReply.ai and the Credits partner (if applicable - e.g. Gupshup, 360Dialog, Kaleyra, etc.)

<figure><img src="/files/Z69k5nDZpUuIBlgXQ8bv" alt="" width="375"><figcaption></figcaption></figure>

3. Click on the first dropdown and select your "Business Portfolio" where you need to setup your WhatsApp Business API

<figure><img src="/files/XBKAhFRPDlR3W169MvtD" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="info" %}
When selecting the "Business Portfolio" Please ensure that the Portfolio's status shows <mark style="color:green;">**"Verified"**</mark>

If the status is empty or is anything other than "Verified" please [verify your Business Manager](/overview/messaging-channels/whatsapp/setup-whatsapp/fbm-verification) first to continue further.

<p align="center"><img src="/files/y03bAcb0HwT6QGopBjCI" alt=""></p>
{% endhint %}

{% hint style="warning" %}
Meta can sometimes allow you to create a WhatsApp Business API account even without Meta Business Manager verification. However there are chances - you might not use the account to its fullest with restrictions to **Daily Messaging Limit, Display Name verification / visibility, and much more.**
{% endhint %}

4. Once you have selected the "Business Portfolio," click the second dropdown and select "Create a WhatsApp Business Account"

<figure><img src="/files/XBKAhFRPDlR3W169MvtD" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="warning" %}
It's recommended to **always create a fresh WhatsApp Business Account** - otherwise the WABA setup could fail.
{% endhint %}

5. Click "Next" and fill in your Business' information that will be used on WhatsApp

<div><figure><img src="/files/x91eLoLW8jPwg3205p4k" alt="" width="375"><figcaption></figcaption></figure> <figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252FbpdxSKoeoMuWlVRGqn38%252Fimage.png%3Falt%3Dmedia%26token%3D2074b323-8381-4405-bf81-eeeea8aaf1de&#x26;width=768&#x26;dpr=2&#x26;quality=100&#x26;sign=40ed5cd6&#x26;sv=2" alt="" width="375"><figcaption></figcaption></figure></div>

{% hint style="warning" %}
Fill in the Name very wisely, this directly becomes your Display Name on WhatsApp.

* Learn more about [Display Name guidelines](https://www.facebook.com/business/help/757569725593362) here.
  {% endhint %}

6. Click "Next" to find out two options:
   1. Use a Display Name only: For testing and new businesses Meta provides upto two free numbers that do not need OTP verification. [Read more here.](/overview/messaging-channels/whatsapp/concepts/meta-free-number)
   2. Add a New Number ( <mark style="color:green;">Recommended</mark> ): Always use this option to register the phone number which you / your business owns.

<div><figure><img src="/files/JRl6uf4M83kvG4918wXu" alt="" width="375"><figcaption></figcaption></figure> <figure><img src="/files/yu5B1HIceeaKFtAIiBzI" alt="" width="375"><figcaption></figcaption></figure></div>

7. Choose the mode via which you would like to send the OTP on your phone.

{% hint style="warning" %}
Please ensure that your Phone Number can receive the OTPs. There is a limit to sending OTPs. If you exceed the retries - Meta might temporarily restrict sending the OTPs.
{% endhint %}

8. Enter the OTP to verify the phone number and click on "Next" and "Confirm" to proceed ahead

<div><figure><img src="/files/fVeWDzr3WKLkFEpyFBS8" alt="" width="375"><figcaption></figcaption></figure> <figure><img src="/files/A7p5rU1wsST31wlq6vIc" alt="" width="375"><figcaption></figcaption></figure></div>

9. Meta will take a few minutes to connect your WhatsApp account. Please wait until it connects and then finally click "Finish" button.

<div><figure><img src="/files/px8S5q3nMq3GBCWpVfZ2" alt=""><figcaption></figcaption></figure> <figure><img src="/files/xupNDCQRdksQ5Xsggy28" alt=""><figcaption></figcaption></figure></div>

## Number Connected

<figure><img src="/files/uredQQHPI79qBG2JZLOG" alt="" width="375"><figcaption></figcaption></figure>

That was a great journey. You have finally set up your account, and your QuickReply.ai dashboard is ready for you.

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912865877/06bca1e163844ff029f046b1bad2/WhatsApp+Image+2026-01-03+at+13_48_56.jpeg?expires=1767549600&#x26;signature=a5ba06328a34abdb171999c60946ba1795f1aeaab5daa0d92b3694e88714bfe7&#x26;req=dSkmFMF4mIlYXvMW3nq%2BgfRKptegyLofuO4PJe4bwwwv7cqKwZ8mzPU3XzOW%0AxzD7mV9VHtBDY9DrSG6X50ygEnY%3D%0A" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="success" %}
You can [**book a demo**](https://quickreply.ai/demo) with our Solutions Experts if you need any help.

If you want to dive deeper on your own, kindly write to our support team to allow your access to the dashboard, bypassing the demo.
{% endhint %}

<figure><img src="https://downloads.intercomcdn.com/i/o/sfg6fi4v/1912866468/ad13f34d38ac6d51a6458d695bdb/WhatsApp+Image+2026-01-03+at+13_49_21.jpeg?expires=1767549600&#x26;signature=41f69f3f2822204ce73d2ac6df3cabd50658813203df615c5f134c3be0e5fb57&#x26;req=dSkmFMF4m4VZUfMW3nq%2BgX%2Fm4S4ACBp%2BHamop8GyOVwDszX5m79DPrbJkPBq%0ASDa9taNjpVFMtV3S2KBb7fmafpc%3D%0A" alt="" width="375"><figcaption></figcaption></figure>


# Become Eligible for Verification


# backup

## PREREQUISITES

Before setting up WhatsApp Business API, ensure you meet the following requirements:

### **Meta Business Manager Verification**

* Your business must have a **Meta Business Manager account**.
* Verification is mandatory to gain access to the **WhatsApp Business API**.
* To verify and submit **business registration documents** in Meta Business Manager.

### **Phone Number Requirements**

* The number used for the WhatsApp API **must not be linked to an existing WhatsApp account**.
* The number must support receiving **SMS or voice verification codes**.
* It cannot be used in the regular **WhatsApp or WhatsApp Business App**.

### **Compliance with WhatsApp’s Policies**

* Ensure that your business adheres to **WhatsApp Commerce & Messaging Policies**.
* Certain industries, such as **cryptocurrency and adult content**, are restricted.

### Installation Criteria and Rules

To install WhatsApp, you must use a valid phone number that you have access to during the setup process.

#### Key Requirements:

* **Number Ownership:** The phone number must be legally under your control—either owned by your business or authorized for business use.
* **Number Format:** The number must follow the international format, including the country and area codes. For example, a U.S. number with area code "408" and number "555-1212" should be entered as "+1-408-555-1212".
* **Number Availability:** If the number is from another provider or isn't listed in the BSP-provided numbers, it must be able to receive calls or SMS messages for verification.
* **Number Cleanliness:** The number should not be currently used on any WhatsApp account (personal, Business App). If it were, you must delete the existing WhatsApp account before registering for it.

#### Supported Number Types:

* **Landline numbers** – Fixed-line numbers are commonly used by businesses.
* **Mobile numbers** – Standard mobile numbers capable of receiving SMS messages.
* **Virtual Mobile Numbers (VMNs)** – Voice-capable numbers without a physical SIM card, purchasable from providers like MessageBird. Verification codes are sent via voice call.

#### **Not Supported:**

* Shortcodes
* Numbers with IVR (automated call menu), unless IVR can be disabled for verification.

## SETUP PROCESS

### **Register and Verify Your Business in Meta Business Manager**

* Log in to [Meta Business Manager](https://business.facebook.com/).
* Go to **Business Settings > Security Center**.
* Submit **business details and required documentation** for verification.

### **Create a WhatsApp Business Account (WABA)**

* Go to [Settings](https://app.quickreply.ai/v2/settings/channels/whatsapp)
* Click **Connect to WhatsApp Business** to open a separate window.
* Log in with a Facebook account linked to Meta Business Manager.
* Select a verified [Business Manager](https://intelliticks-sales.gitbook.io/quickreply.ai-docs/overview/publish-your-docs-1/whatsapp/concepts#meta-business-verification).
* Create a new WhatsApp Business Account (WABA).
* Set up your WhatsApp Business profile. The information provided will be visible to WhatsApp users.
* Add and verify the number you plan to use with the WhatsApp Business API.
* Allow 3-5 minutes for your account to be created.

### **Activate** Marketing Message Lite API (MM Lite API)

Follow these steps to enable MM Lite API for your account for all outbound marketing templates messages

[Navigate to new settings](https://app.quickreply.ai/v3/settings) and select Channels > WhatsApp

#### 1. Eligibility Check

QuickReply will automatically check if your WhatsApp Business Account (WABA) meets Meta’s requirements.

**Requirements:**

* WABA is active and not restricted.
* WABA is not a **WhatsApp Business App account**.
* WABA is not an **On-Behalf-Of (OBO)** account.
* Business country and WABA tax country are not in **sanctioned regions**.
* A valid **payment method** is set up.

If ineligible, QuickReply will display the exact reason (e.g., inactive account, unsupported country, OBO setup).

#### 2. Onboarding

If eligible, you can request onboarding to MM Lite:

1. Accept Meta’s **Terms of Service** (ToS) via the provided [link](https://business.facebook.com/latest/settings/bm_requests).
2. QuickReply will update your status to **Waiting for ToS acceptance**.
3. Once accepted, you’ll see the option to **Activate** MM Lite API.

#### 3. Activation

When activated:

* **All outbound marketing messages** (from Broadcasts, Campaigns, Journeys, Conversations, and Send Template API) will go through the MM Lite API.
* **Utility, service, and authentication messages** still use the Cloud API.

#### 4. Deactivation

If you wish to stop using the MM Lite API

* Submit a request to QuickReply Support, and our team will disable MM Lite from the Admin panel.
* You can later **reactivate** it from **QuickReply Settings → Channel → WhatsApp**.


# Use WhatsApp

After setting up your WhatsApp Business API, the next step is to explore key features that enhance customer engagement and automation. Below are the core functionalities of WhatsApp on QuickReply, each linked to a detailed guide.

<table data-view="cards"><thead><tr><th data-type="content-ref"></th><th></th><th data-type="content-ref"></th></tr></thead><tbody><tr><td><a href="/pages/rk3TgpMX8Coiktw54x1b">/pages/rk3TgpMX8Coiktw54x1b</a></td><td>WhatsApp templates are pre-approved message formats used for sending business-initiated messages outside the 24-hour customer window. They allow businesses to send notifications like order confirmations, reminders, and updates. Learn more.</td><td><a href="/pages/IB292NLpVpypKWBG7nGJ">/pages/IB292NLpVpypKWBG7nGJ</a></td></tr><tr><td><a href="/pages/uys1GIRch5DD6PQLH7Ag">/pages/uys1GIRch5DD6PQLH7Ag</a></td><td>A WhatsApp conversation is an interaction between a business and a customer, categorized as either user-initiated or business-initiated. Conversations determine pricing and <a href="/pages/Ega6ujxVy6jdvXaPrX9Y#messaging-limits">messaging limits</a>. Learn more</td><td><a href="/pages/uys1GIRch5DD6PQLH7Ag">/pages/uys1GIRch5DD6PQLH7Ag</a></td></tr><tr><td><a href="/pages/MBiTLGNBIbS2VAH1kms0">/pages/MBiTLGNBIbS2VAH1kms0</a></td><td>WhatsApp broadcasts enable businesses to send bulk messages to multiple recipients without requiring them to save the business number. This is useful for promotions, updates, and announcements. Learn more</td><td><a href="/pages/MBiTLGNBIbS2VAH1kms0">/pages/MBiTLGNBIbS2VAH1kms0</a></td></tr><tr><td><a href="/pages/y4EVlHlaR6mdXlru97RU">/pages/y4EVlHlaR6mdXlru97RU</a></td><td>WhatsApp journeys are advanced automation workflows that guide customers through a series of interactions, ensuring personalized engagement based on responses and actions. Learn more</td><td><a href="/pages/y4EVlHlaR6mdXlru97RU">/pages/y4EVlHlaR6mdXlru97RU</a></td></tr></tbody></table>


# Error from Whatsapp


# 🚫 Error: Message Undeliverable

When attempting to send a WhatsApp message through QuickReply.ai, users may occasionally encounter the error with error-code as 131026 and error message as "Message Undeliverable".

<figure><img src="/files/pdO0y1q2uMtNrMyr1z4q" alt=""><figcaption></figcaption></figure>

This means that Meta (WhatsApp) rejected the message before delivery — it was **never delivered to the recipient’s WhatsApp account**.

### ❓**What Does “Message Undeliverable” Mean?**

WhatsApp returns this error (error code 131026) when the platform is **unable to route the message to the destination number**. This is *not a QuickReply.ai failure* — the block originates from WhatsApp itself.

### 🔍 **Why This Error Happens — As per Meta**

The official Meta error code related to this is:

| Error Code | Description from Meta    | Reason                       |
| ---------- | ------------------------ | ---------------------------- |
| 131026     | *Message Undeliverable.* | *Unable to deliver message.* |

Meta lists the following possible causes for **undeliverable messages**:

| Reason                                                                                                                                 | Explanation                                                            |
| -------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------- |
| <p><mark style="color:red;background-color:$warning;"><code>Primary reason</code></mark> </p><p>📱 Number is not a WhatsApp number</p> | The phone number doesn’t exist on WhatsApp                             |
| ⚠️ User has not accepted latest Terms & Privacy Policy                                                                                 | The recipient must accept the updated Terms inside WhatsApp            |
| ⏳ Old WhatsApp version                                                                                                                 | The recipient is using an outdated WhatsApp app and must update        |
| ❌ Temporary WhatsApp account restriction                                                                                               | In rare cases, recipient account may be flagged or temporarily limited |

{% hint style="info" %}
Read full details on this error on Meta's documentation here <https://developers.facebook.com/documentation/business-messaging/whatsapp/support/error-codes>
{% endhint %}

***

### 🛠️ How to Fix It

This issue can only be resolved **by the recipient**. \ <mark style="background-color:yellow;">QuickReply.ai or your team cannot fix it from the dashboard.</mark>

* If the number is *not* on WhatsApp
  * Ask the user to:

    * Share their **correct WhatsApp number**, OR
    * **Install WhatsApp on their existing phone number** and activate it

    Messages will start working once the number is registered on WhatsApp.
* If the version is outdated
  * Ask the user to update WhatsApp to the **latest version** from Play Store / App Store
* If Terms of Service / Privacy Policy are not accepted
  * Ask the user to to accept the latest Terms of Service or Privacy Policy

***

### 🔔 Final Note

This is not a technical fault from QuickReply.ai — the message is **successfully sent from our side to WhatsApp**, but **WhatsApp rejects the delivery** due to the recipient’s account status.

Once the recipient resolves the issue from their side, all messages will begin delivering normally.


# 🚫 Error: This message was not delivered to maintain healthy ecosystem engagement

When sending a WhatsApp message, you may occasionally encounter the error with error-code as 131049 and error message as "This message was not delivered to maintain healthy ecosystem engagement. "

<figure><img src="/files/Luwcq6L7D424lerZpNq9" alt=""><figcaption></figcaption></figure>

This is not a QuickReply.ai failure — the message was **intentionally blocked by WhatsApp (Meta)**.

### ❓What Does This Error Mean?

This error appears when WhatsApp prevents delivery of a Marketing Template to a specific user.\
Meta applies **per-user limits** to avoid excessive marketing or spam-like frequency for an individual recipient.

When these limits are reached — **even if the template is valid and the number is active** — WhatsApp may decide **not to deliver the message**.

### 🔍 Why This Error Happens — As per Meta

The official Meta error code related to this is:

<table><thead><tr><th width="178.3828125">Error Code</th><th>Description from Meta</th><th>Reason</th></tr></thead><tbody><tr><td>131049</td><td><em>Meta chose not to deliver.</em></td><td><em>This message was not delivered to maintain healthy ecosystem engagement.</em></td></tr></tbody></table>

Meta enforces **Per-User Marketing Template Message Limits** based on multiple factors, including but not limited to:

{% hint style="info" %}
See Meta’s official documentation on **Per-User Marketing Template Message Limits** here 👇\
<https://developers.facebook.com/documentation/business-messaging/whatsapp/templates/marketing-templates/per-user-limits>
{% endhint %}

| Reason WhatsApp Blocks the Message                         | Explanation                                                                   |
| ---------------------------------------------------------- | ----------------------------------------------------------------------------- |
| Too many marketing messages sent recently to the same user | WhatsApp avoids overwhelming users and promotes positive messaging engagement |
| User has not interacted with previous marketing messages   | Meta reduces reach for uninterested recipients                                |
| Low-quality or repetitive marketing messaging patterns     | Templates perceived as overly promotional or frequent may be blocked          |
| Sudden spike in campaigns to the same recipients           | Risk-control logic triggers ecosystem-protection rules                        |

These rules apply **even if the user is active on WhatsApp**, **even if the template is approved**, and **even if prior messages were delivered successfully**.

***

### 🛠️ How to Fix It

This error **cannot be fixed instantly** because the delivery decision is made by WhatsApp (Meta), not QuickReply.ai.

Recommended steps:

* Wait at least 24 hours before attempting to send the template again.\
  Sending immediately again will likely result in the same error.
* Avoid sending frequent marketing messages to the same contact in short intervals
* Use conversational templates occasionally to encourage replies and restore positive engagement
* Segment high-intent users separately (e.g., cart abandoners, repeat buyers) for better delivery probability

{% hint style="success" %}
If you believe the issue is due to messaging fatigue, redesign your flow to follow a healthier contact cadence — WhatsApp rewards engagement.
{% endhint %}

***

### 🔔 Final Note

This rejection is **controlled entirely by WhatsApp for user-protection reasons**. QuickReply.ai successfully triggered the message, but **Meta decided not to deliver it** based on per-user engagement limits.

Once the recipient becomes more engaged or enough time has passed, message delivery should resume normally.


# Concepts


# WhatsApp Business Account Profile

A WhatsApp Business Account's Profile has multiple components.

## Display Name

The **Display Name** is the official name that appears in conversations for businesses using the WhatsApp Business API. It must meet Meta’s guidelines, including relevance to the registered business name and avoiding special characters or promotional language. Read [Meta’s guidelines](https://developers.facebook.com/docs/whatsapp/cloud-api/phone-numbers/#display-names) to get a deeper understanding before deciding on your WhatsApp display name.

<figure><img src="/files/5fTCVPlubh3Ys4Op3zNl" alt="" width="375"><figcaption></figcaption></figure>

### Display name verification

When you initially register for WhatsApp Business API, you are required to provide a display name. The display name automatically undergoes a verification based on Meta's [display name guidelines](https://www.facebook.com/business/help/757569725593362). If your display name gets rejected, you need to revisit the display name guidelines and [re-submit the new Display Name](https://app.gitbook.com/o/uM0hInnriptBQczOFtyU/s/ePPO97Ju334NhhCzTEZP/~/edit/~/changes/286/overview/publish-your-docs-1/whatsapp/concepts/whatsapp-business-account-profile#updating-display-name-via-whatsapp-manager) for verification.&#x20;

### Updating display name via WhatsApp Manager

{% hint style="info" %}
These steps are done directly on Meta Business Manager.
{% endhint %}

To update your display name via WhatsApp Manager:

1. Navigate to [WhatsApp Manager](https://business.facebook.com/latest/whatsapp_manager/) > **Account tools** > **Phone numbers**.
2. Select your business phone number.
3. Click the **Profile** tab.
4. In the **Display name** section, click the **Edit** button and complete the flow.
5. Once you complete the flow, your display name will undergo [display name verification](https://app.gitbook.com/o/uM0hInnriptBQczOFtyU/s/ePPO97Ju334NhhCzTEZP/~/edit/~/changes/286/overview/publish-your-docs-1/whatsapp/concepts/whatsapp-business-account-profile#display-name-verification) again.

***

## Business profile Details

Your business phone number’s business profile provides additional information about your business, such as its address, website, description, etc. You can supply this information when registering your business phone number, or later, via WhatsApp Manager or API.

<figure><img src="/files/qhvS4Wh5A9COhjnRFatq" alt="" width="375"><figcaption></figcaption></figure>

### Viewing or updating your WhatsApp Business Account Profile via WhatsApp Manager

{% hint style="info" %}
These steps are done directly on Meta Business Manager.
{% endhint %}

To view or update your business profile via WhatsApp Manager:

1. Navigate to [WhatsApp Manager](https://business.facebook.com/latest/whatsapp_manager/) > **Account tools** > **Phone numbers**.
2. Select your business phone number.
3. Click the **Profile** tab to view your current profile.
4. Use the form to set new profile values.

***

## Official Business Account status

Business phone numbers can gain Official Business Account (“OBA”) status. OBA numbers have a blue checkmark beside their name in the contacts view. To understand what is OBA and how to get the OBA status (Blue Tick) on your WhatsApp number, refer to [WhatsApp Official Business Account (OBA) / WhatsApp Blue Tick](/overview/messaging-channels/whatsapp/concepts/whatsapp-profile/official-business-accounts).

<figure><img src="/files/vpAUPRxiEAI0ZMmcMwdH" alt=""><figcaption></figcaption></figure>


# WhatsApp Official Business Account (OBA) / WhatsApp Blue Tick

## What is a WhatsApp Official Business Account (OBA)?&#x20;

* On WhatsApp, businesses can operate under a “regular” Business Account or an “Official Business Account (OBA)”.&#x20;
* An OBA gets extra trust and visibility: the brand name is shown (even if the user hasn’t saved the number), and there is a **blue checkmark badge** to indicate “verified / official” status.&#x20;
* In contrast, a normal Business Account may show the phone number instead of business name unless the user has saved the number.&#x20;

<figure><img src="/files/vrpFeApyHjIacFNmDidZ" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
**Why this matters:** \
For a brand working via messaging or marketing automation — having OBA status helps build trust, ensures name visibility, and can improve open-rates and overall user confidence.
{% endhint %}

OBA status is not provided to business employees, test accounts, and WhatsApp Business app phone numbers.

## Eligibility

To be eligible for OBA, the following criteria must be met:

* The business must comply with the [WhatsApp Business Messaging Policy](https://business.whatsapp.com/policy?fbclid=IwZXh0bgNhZW0CMTAAYnJpZBExaE5lalBqVE1jdzVtT3VkWXNydGMGYXBwX2lkEDIyMjAzOTE3ODgyMDA4OTIAAR69x_x32T6CBjclJblF_DmIdbjmYoh7thDHkouIyCUu8irDPgz0dYpeR5_SdQ_aem_S71bgwH3ctOdLvCCsKqsaA).
* The business must be registered on the WhatsApp Business Platform for at least 30 days.
* The business represents a [notable](https://developers.facebook.com/documentation/business-messaging/whatsapp/official-business-accounts#notability), well-known, and frequently searched for business, brand, or entity.
* The business portfolio that owns the number has been verified through [Business Verification](https://www.facebook.com/business/help/2058515294227817).
* The business phone number has enabled [two-step verification](https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/phone-numbers#two-step-verification).
* The business phone number’s display name has been [approved](https://developers.facebook.com/documentation/business-messaging/whatsapp/business-phone-numbers/phone-numbers#display-name-verification).

## **How to apply for WhatsApp Official Business Account (OBA) or WhatsApp Blue Tick?**

Now that we know what you need to get a blue tick on WhatsApp, let’s get down to how you can get verified. You can request verification of your business account by following the instructions below.

{% hint style="info" %}
Note that these steps need to be taken on Meta Business Manager.
{% endhint %}

{% stepper %}
{% step %}

### **Go to the Phone Numbers page**

Open the [Phone Numbers](https://business.facebook.com/wa/manage/phone-numbers/) page on your WhatsApp Manager. You might need to choose the correct business account in case you have multiple accounts. See to it that you choose the right one to proceed to the Phone Numbers page.\
Once you are on this page, click on the settings icon next to your phone number.
{% endstep %}

{% step %}

### **Navigate to the Profile page**

Once you are on the “Phone number settings” page, click on the **Profile** tab. On this page, click on the **Submit request** button after you have filled in all the required details.

{% hint style="info" %}
If the “Submit request” button is disabled, there might be a few steps that you might have missed out on or failed to update. Complete filling in those details and make sure nothing is left out before coming back to this page and continuing the application process.
{% endhint %}
{% endstep %}

{% step %}

### **Submit Request for Blue Tick Verification**

When you click the **Submit request** button, a pop-up will appear requesting you to fill out some additional details. These include:

1. **Business website:** This section displays your business website URL that you added earlier during your WhatsApp Business API. Ensure that the URL displayed directs to your business website and not any random URL from Instagram, Facebook, or other third-party websites. In case you need to edit this section, you need to do it from your [Business info](https://business.facebook.com/business/loginpage/?next=https%3A%2F%2Fbusiness.facebook.com%2Fsettings%2Finfo) settings page since you won’t be able to do it from here.
2. **Country of operation:** Enter the country in which your business is located and registered or where you operate primarily.
3. **Primary language:** Enter the primary language that you will be using to communicate with your customers.
4. **Parent company:** If the name of your company is different from that of the brand name that is displayed to your audience, then enter the name of your company here and not the brand name that is displayed to your customers.
5. **Support links:** Under this field, add 3-4 links to articles, blog posts, or independent reviews that talk about your brand and showcase that your brand is well-known and recognized by customers. Your business website, social media handles, self-published and paid or promotional content must be strictly avoided.

After you have filled in all these fields, hit the “Submit” button to submit your application. After submission, your application is reviewed by WhatsApp officials and needs to be approved by them for your application to be accepted, so that you get that pretty and alluring blue tick for your business.

{% hint style="info" %}
Note that the approval is subject to WhatsApp’s discretion, mainly based on your brand’s popularity and media presence.
{% endhint %}
{% endstep %}
{% endstepper %}

{% hint style="warning" %}
Another thing to keep in mind is that once your application gets rejected for any reason, you can reapply only after 30 days, so make sure that you keenly fill out all the details and attentively follow the instructions above and double-check everything before you hit that submit button.
{% endhint %}

## FAQs

<details>

<summary>Does every WhatsApp Business Account get the green badge?</summary>

No. The green badge is not automatically granted. Only a **small percentage of businesses** qualify based on WhatsApp’s internal evaluation of brand reputation and notability.

</details>

<details>

<summary>Is the badge given by Facebook / Meta or by QuickReply.ai?</summary>

The badge is **granted only by Meta (WhatsApp)**. Neither QuickReply.ai nor any WhatsApp BSP (Business Solution Provider) can guarantee approval.

</details>

<details>

<summary>Will OBA improve message delivery or reduce template rejections?</summary>

No. OBA status **does not** impact:

* Template approval rates
* Delivery rates
* Conversation pricing
* Messaging limits

It primarily improves **brand trust and visibility** for users.

</details>

<details>

<summary>Can QuickReply.ai's team help with application of OBA/ Blue Tick?</summary>

Yes. We can submit the OBA request to Meta on your behalf, provided:

* Your Facebook Business verification is complete
* Your Website & brand identity represent a legitimate business
* You meet Meta’s notability requirements (press presence / well-known brand / large audience etc.
* You have 3-4 media articles from reputed publications covering your business.&#x20;

</details>

<details>

<summary>How long does it take to get a decision?</summary>

Once the application is submitted, Meta generally responds within: ⏱ **3–7 business days** (sometimes up to 20 days during peak periods)

</details>

<details>

<summary>If my request is rejected, when can I apply again?</summary>

You can reapply after **30 days** — recommended only if:

* Brand visibility has improved
* New PR / press mentions / verification factors are added

</details>

<details>

<summary>If I change my phone number, will the badge move too?</summary>

No. The **badge is for the number on which it was approved**. If you want to move the badge to a new number, you must file a **re-verification request**.

</details>

<details>

<summary>Is there any additional cost or subscription fees for OBA status/ Blue Tick?</summary>

No, there is no additional charge or fees for OBA/ Blue Tick.

</details>


# Messages


# Types of messages

In the WhatsApp API, message types categorise the content and purpose of the messages being sent. Commonly used message types in the WhatsApp API are:

### [**Marketing Template Messages**](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines/#marketing-template-guidelines)

These messages are used for promotional purposes, such as sending product offers, updates, or marketing campaigns to your customers. Marketing messages can help you engage with your audience and promote your products or services effectively.

### [**Utility Template Messages**](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines/#utility-template-guidelines)

Utility messages are typically used for providing helpful information or assisting customers with their queries. They can include, order confirmations, shipping updates, appointment reminders, account notifications, or any other transactional or informational messages that serve a specific utility purpose.

### [**Session Messages**](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-messages/)

Session messages are free-form messages that are exchanged between a customer and a business when a customer service window is opened. These are not template messages.

#### Customer service window

Whenever a WhatsApp user messages a business on a WhatsApp Business API number, a 24-hour timer called a customer service window starts (or refreshes if one has already been started). When a customer service window is open between a business and a user, a business can send **any type of message** to the user. If a window is not open between the business and the user, the business can only send template messages to the user, as template messages are the only type that can be sent outside of a customer service window.&#x20;

{% hint style="warning" %}
As a reminder, you can only send messages to users who have [opted-in](https://developers.facebook.com/documentation/business-messaging/whatsapp/getting-opt-in) to receiving messages from you.
{% endhint %}


# Messaging limits & quality rating

## Messaging Limits

Messaging limits determine how many unique users your business can send messages to daily. This includes new conversations as well as existing conversations with users.

The messaging limit does NOT limit the number of messages your business can send, just the number of users you are trying to message. It also does NOT apply to messages sent in response to a user-initiated message within 24 hours.

These messaging limits are divided into 4 tiers, wherein your account allotment would be default in tier 1 when you get verified. Based on the quality rating of your account, Meta moves you to a higher tier and can also move you to a lower one if the rating drops. These limits do not apply to service conversations, and there are five in total.

* **Limited Access (Without Meta Verification)**: You can chat with up to **250** people every day.
* **Tier 1 (After Meta Verification)**: 1,000 contacts
* **Tier 2**: 10,000 contacts
* **Tier 3**: 100,000 contacts
* **Tier 4**: Unlimited contacts<br>

To check your WhatsApp Account's current Messaging Limit, follow the steps given in [WhatsApp](/product-modules/settings/channels/whatsapp#daily-quota-limit)

***

## Quality Rating

Quality Rating is based on how messages have been received by recipients in recent days. It is determined by a combination of quality signals from conversations between businesses and users. Examples include user feedback signals like blocks, reports, and the reasons users provide when they block a business. Poor engagement or high report rates can lead to restrictions.

To check your WhatsApp Account's current Quality Rating, follow the steps given in [WhatsApp](/product-modules/settings/channels/whatsapp#quality-rating)


# Supported Media Types

### **Images**

Format: JPEG, PNG, WEBP

Aspect Ratio: 1.91:1 Max Size: 5 MB (100kb for sticker in webp format)

### **Videos**

Format: MP4, 3GPP

Aspect Ratio: 1.91:1 Recommended Size: up to 10 MB Max Size: 16 MB

### **Audio**

Format: MP3, OGG, MP4, AAC

Max Size: 16 MB

### **Documents**

Format: PDF, DOCX, PPTX, XLSX

Recommended Size: 5-10 MB Max Size: 100 MB

Get a detailed list of supported media formats and sizes as per Meta [here](https://developers.facebook.com/docs/whatsapp/cloud-api/reference/media/#supported-media-types).


# Marketing Message Lite (MM Lite API)

The **WhatsApp MM Lite API** is a new delivery-optimized channel from Meta designed for **marketing messages**. Unlike the regular Cloud API, MM Lite ensures faster and more reliable message delivery, especially during peak times, which helps businesses improve broadcast performance and conversion rates.

QuickReply now lets you choose MM Lite for sending your **marketing template messages** (Broadcasts, Campaigns, Journeys, Conversations – Send Template, External API calls). All other message types (utility, service, authentication) will continue to use the Cloud API.

### Why use MM Lite?

* **Optimized Delivery** – Better throughput and speed, even at scale.
* **Higher Conversions** – Improved routing ensures more customers receive your messages.
* **Conversion Tracking** – Supports tracking key events like **Add to Cart** and **Purchase**.

[\
Follow this guide to activate MM Lite for your account](/overview/messaging-channels/whatsapp/setup-whatsapp#activate-marketing-message-lite-api-mm-lite-api)


# Get a Free Number from Meta

Through Meta, businesses can receive **up to two free WhatsApp Business phone numbers**. These numbers are mainly meant for **testing and initial setup**.

#### Important Note on Meta Business Verification

If your **Meta Business Manager is not verified**, Meta might **not approve the display name**. As a result, you might **not be able to send messages** using the free number.

If you are already using a free number and facing message delivery issues, QuickReply.ai strongly recommends switching to a **dedicated business-owned phone number** and updating the connected number.

#### How Free WhatsApp Numbers Work

Free business numbers provided by Meta behave like standard WhatsApp Business numbers, with specific constraints:

* Assigned with **US country code (+1)**
* Uses the **555 number series**
* **Auto-verified by Meta** (no OTP required)
* **Locked to a single WhatsApp Business Account (WABA)**
* Cannot be migrated or reused elsewhere
* Not eligible for **Click-to-WhatsApp (CTWA) ads or buttons**

#### Key Usage Considerations

When using a free WhatsApp number on QuickReply.ai, keep the following in mind:

* **Display name approval is mandatory** before messaging is enabled
* Standard **conversation-based pricing** applies
* Message delivery and limits are impacted by **quality rating**
* Best suited for **testing, sandbox, or evaluation use cases**

#### Using Free Numbers with QuickReply.ai

Once Meta approves the display name, you can start sending and receiving messages through QuickReply.ai. However, due to the limitations above, free numbers are **not recommended for production or marketing use**.

#### FAQs

1. **How do free WhatsApp Business numbers work on QuickReply.ai?**

* They function like regular WhatsApp Business numbers, but message sending is enabled only after Meta approves the display name.

2. **Why can’t free numbers be migrated to another WABA?**

* These numbers are pre-verified by Meta. Since no re-verification is possible, migration and ownership changes are not allowed.

3. **What are the main limitations of free numbers?**

* They cannot be used without display name approval, cannot run CTWA ads, and cannot be migrated or reused.

4. **Can free numbers be used for CTWA ads or website buttons?**

* No. Meta does not allow CTWA ads or buttons on free numbers.

5. **How are free numbers verified?**

* Verification is handled automatically by Meta - no SMS or voice OTP is required.

#### QuickReply.ai Recommendation

{% hint style="success" %}
Use free WhatsApp numbers **only for testing**.

For live campaigns, automation, and ads, always connect a **dedicated, business-owned phone number** to ensure stability, scalability, and policy compliance.
{% endhint %}


# Instagram & Messenger

## What is Instagram DM & Facebook Messenger?

Instagram Direct Messages and Facebook Messenger are messaging platforms owned by **Meta**, allowing businesses to interact with customers in real-time on Instagram and Facebook, respectively. These platforms provide features like multimedia sharing, automated responses, and customer service tools to enhance engagement.

## Why Use Instagram DM & Facebook Messenger for Business?

* **Customer Support & Inquiries** – Businesses can manage customer queries efficiently through direct messaging, reducing the need for email or phone support.
* **Social Commerce & Sales** – Customers can inquire about products, place orders, and receive recommendations directly within Instagram and Messenger.
* **Marketing & Promotions** – Brands can engage with customers through story replies, interactive messages, and chatbot-driven campaigns.
* **Lead Generation & Retargeting** – Businesses can integrate **Click-to-Direct** ads for personalized lead nurturing.
* **Automation & Chatbots** – Pre-trained chatbot automation helps businesses handle frequent queries, provide instant responses, and drive engagement 24/7.
* **Seamless Omnichannel Integration** – Businesses can manage WhatsApp, Instagram, and Messenger communications from a single platform like QuickReply.


# Concepts

## Messaging Window & Response Time

Similar to WhatsApp, Meta enforces a **24-hour messaging window** for businesses to respond to customer-initiated messages. After 24 hours, the window closes and you can no longer initiate messages to the customer.

***

## Automation & Quick Replies

Businesses can set up **automated responses** for frequently asked questions and use **quick replies** to improve response efficiency.

***

## Message Types & Media Support

Instagram and Facebook support various message formats, including:

* Text messages
* Images & videos
* Carousel posts
* Quick reply buttons
* Story mentions & responses

***

## Instagram Story Interactions

Customers can initiate conversations by responding to Instagram Stories, providing a great way for businesses to engage with their audience.

***

## Pricing & Limits

Unlike WhatsApp, Instagram, and Messenger do not have conversation-based pricing, but businesses should adhere to **Meta’s fair usage policies** to avoid limitations on messaging.


# Connecting Instagram / Facebook DM

## Prerequisites & Setup

### Prerequisites

Before integrating Instagram DM and Facebook Messenger with QuickReply, ensure you meet these requirements:

* You need an **Instagram Professional account**—either **Business** or **Creator**.
* That account must be **linked to a Facebook Page** via Meta Business Suite.
* Enable "**Allow access to message**" in the Instagram account app settings.

### Linking Facebook Page to Instagram

#### 1. Log in to the Facebook account with admin or editor access

Log in to the Facebook account and navigate to the desired page. Ensure you have either admin or editor access to this page.

#### 2. Proceed to **Settings**

One can find it in the left panel, under the settings tab.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2F18a6a344-c9b3-49ad-97c4-3b045640fa66.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=781c2311&#x26;sv=2" alt=""><figcaption></figcaption></figure>

#### 3. Navigate to Permissions

Locate the **Linked Accounts** option.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2F53565696-adb1-439b-a9db-d64fb0b5af53.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=387e846b&#x26;sv=2" alt=""><figcaption></figcaption></figure>

#### 4. View your Instagram account settings

Click on **View** next to Instagram.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2Fe275ce0f-83ef-438f-9c24-28aad151d1b7.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=7fc4dd9&#x26;sv=2" alt=""><figcaption></figcaption></figure>

#### **5. Connect Account**.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2F878badc9-d9d6-46c7-b210-db95e9ed9a93.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=585b5ee1&#x26;sv=2" alt=""><figcaption></figcaption></figure>

**6.** Click on **Connect**.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2F2e129149-20f3-45e4-9fff-e17dcf274511.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=363ba797&#x26;sv=2" alt=""><figcaption></figcaption></figure>

#### 7. Review permissions

Review the permissions and confirm the actions.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2F14c296b2-c0ae-491e-bd73-efa05bed68a5.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=7db123eb&#x26;sv=2" alt=""><figcaption></figcaption></figure>

#### 8. Log into the Instagram account

Use your Instagram credentials to login into the account.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2Fe074a052-69e9-47a1-9601-234bafdd38ea.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=e6cc90fb&#x26;sv=2" alt="" width="375"><figcaption></figcaption></figure>

#### 9. Allow Facebook and Instagram connection

Click on **Continue** to allow the connection between the Facebook page and the Instagram account.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2F313b8661-4db2-40f9-a10c-7a831e0b623e.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=3e5aa889&#x26;sv=2" alt=""><figcaption></figcaption></figure>

10. The Instagram account is now linked to the Facebook page.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F37b74c73-7b44-40c6-90a7-96d0a8443206%2Fe506c71b-0209-498d-957e-91c671734654%2Fimages%2F482e8209-c8fc-4f50-ba4e-291c440359f0.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=24dc6197&#x26;sv=2" alt=""><figcaption></figcaption></figure>

### Enable "Allow access to messages" for Instagram DM

#### Click on the **Settings** icon

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F95f519f4-bae8-48be-ba86-f348fbf67ef4%2F2530ed13-798c-4bc2-8785-c1d2dedef11f%2Fimages%2F4e54c67e-87c0-4fb9-88bd-2213699669bc.png\&width=768\&dpr=4\&quality=100\&sign=f614064a\&sv=2)

#### **Navigate to** **Messages and Story Replies**

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F95f519f4-bae8-48be-ba86-f348fbf67ef4%2F2530ed13-798c-4bc2-8785-c1d2dedef11f%2Fimages%2F74afb1c9-552c-47f3-bf31-cebe936bfac8.png\&width=768\&dpr=4\&quality=100\&sign=b9b8b8a5\&sv=2)

#### Select **Message Controls**

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F95f519f4-bae8-48be-ba86-f348fbf67ef4%2F2530ed13-798c-4bc2-8785-c1d2dedef11f%2Fimages%2F47ac7809-f49e-4f14-a44b-3b3f7156573c.png\&width=768\&dpr=4\&quality=100\&sign=55601794\&sv=2)

#### **Allow Access to Messages**

In the **Connected Tools** section, enable the **Allow Access to Messages** permission.

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2F95f519f4-bae8-48be-ba86-f348fbf67ef4%2F2530ed13-798c-4bc2-8785-c1d2dedef11f%2Fimages%2F89483de6-973a-42fe-9c47-529d3a82b242.png\&width=768\&dpr=4\&quality=100\&sign=331c97cb\&sv=2)

## Setting Up on QuickReply.ai

#### 1. Navigate to [integrations](https://app.quickreply.ai/v3/integrations) page on the QuickReply app

On the Facebook & Instagram integrations page, click on **Continue with Facebook**.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2F4b356ef2-8167-4810-950d-598a3f2cb078.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=dd6c9350&#x26;sv=2" alt=""><figcaption></figcaption></figure>

#### 2. Login into Facebook through the redirect

Log into your Facebook account when the modal appears.

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2F4470e6e1-1dc1-4036-a479-f8e411043eda.png\&width=768\&dpr=4\&quality=100\&sign=e225a7ff\&sv=2)

#### 3. Continue as per your account ID

After successful login, click on **Continue**.

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2Fbd055791-518c-48fc-94ea-fb625c88e8d1.png\&width=768\&dpr=4\&quality=100\&sign=93f40cf0\&sv=2)

#### 4. Select **Business Manager**

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2F484e56d0-1130-4b9d-889a-30716361d7da.png\&width=768\&dpr=4\&quality=100\&sign=77f176c7\&sv=2)

#### 5. Select the Facebook page.

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2Ff4b80d35-ca66-40fb-86fd-e33f15a3167c.png\&width=768\&dpr=4\&quality=100\&sign=9eb8add8\&sv=2)

#### 6. Select the Instagram page.

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2F478ecc08-6ffd-47bc-ae1d-ed526ab957b4.png\&width=768\&dpr=4\&quality=100\&sign=73699e93\&sv=2)

#### 7. Review and Save the permissions

![](https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2F73a822d6-2000-4f10-b0b6-aa97bf724786.png\&width=768\&dpr=4\&quality=100\&sign=b10a96f0\&sv=2)

After saving, you'll be redirected back to QuickReply.

#### 8. Select the Facebook page

Select the Facebook page you wish to connect. Note, that the linked Instagram page will also be displayed

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2F9d5bef27-d7ac-4038-a717-6cdd7166203d.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=8f941dbe&#x26;sv=2" alt=""><figcaption></figcaption></figure>

#### 9. Enable Messenger and DM

Click on **Enable Messenger** & **Enable DM,** and finally, click on **Save**.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Fusercontent.clueso.io%2F83f2d4fe-3c75-4888-a24c-403b77706352%2Ff8e72f7d-c635-4086-ae43-13b7192dbefe%2F1cbc83bf-b15e-4bf2-93e2-eb6ee0ab2504%2Fimages%2Fa7308ec6-7894-4ea8-93a3-9b6da4fae98d.png&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=c54f8a0&#x26;sv=2" alt=""><figcaption></figcaption></figure>

You've successfully connected your Instagram and Facebook pages to QuickReply.ai.


# Use Instagram DM / Messenger

## Instagram DM Conversations

Instagram DMs allow businesses to interact with customers via private messages. Customers can reach out through:

### **Profile messages**

The **DM button** on business profiles enables direct messaging.

### **Story replies & mentions**

Users engaging with Instagram Stories can initiate conversations.

### **Instagram Shop inquiries**

Businesses selling on Instagram can receive inquiries directly in DMs.

### **Ads that Click to Instagram DM**

Paid campaigns allow brands to drive conversations via Instagram messaging.

### **Automated chatbot interactions**

Automated bots can handle FAQs and customer support inquiries.

***

## Facebook Messenger Conversations

Facebook Messenger provides businesses with a direct line to their audience. Customers can start conversations via:

### **Messenger button on Facebook pages**

Allows direct messaging from business pages.

### **Facebook Ads with Click-to-Messenger CTA**

Drives customer engagement through targeted ad campaigns.

### **Automated chatbot interactions**

AI-powered bots can handle FAQs and customer support inquiries.

### **Website Messenger widgets**

Businesses can embed Messenger chat widgets on their websites for direct communication.

By integrating Instagram and Messenger, businesses can create a **unified social messaging experience**, enhancing customer interactions and response efficiency.

***

## What is Not Possible on Instagram & Facebook Messenger when using QuickReply?

1. Bulk outbound broadcasting
2. Automation for Comments / Posts (Coming Soon)

***

## Advanced Features in Instagram & Facebook Messenger

QuickReply offers a suite of advanced features to optimize your interactions on Instagram and Facebook Messenger:

### **Quick Replies**

* **What:** Predefined responses to common questions, allowing businesses to reply swiftly without typing the same message repeatedly.
* **How to Use in QuickReply:** Within QuickReply's platform, navigate to the Flash Responses to create and manage quick replies.

### **Automated Responses**

* **What:** Set up automatic replies for specific triggers, such as greeting new followers or acknowledging receipt of a **message outside business hours.**
* **How to Use in QuickReply:** Utilize QuickReply's AI Builder to define triggers and corresponding responses, ensuring timely engagement with your audience.

### **Keyword-Based Routing**

* **What:** Direct messages containing specific keywords to designated team members or departments, ensuring specialized handling of inquiries.
* **How to Use in QuickReply:** Configure keyword detection rules within QuickReply to route messages appropriately, enhancing operational efficiency.

### **Rich Media Support**

* **What:** Send and receive images, videos, and other multimedia content within Instagram DMs and Facebook Messenger to provide a richer customer experience.
* **How to Use in QuickReply:** Through QuickReply's unified messaging interface, attach and view multimedia files seamlessly during conversations.

### **Analytics and Reporting**

* **What:** Monitor metrics such as response times, message volumes, and engagement rates to assess performance and identify areas for improvement.
* **How to Use in QuickReply:** Access QuickReply's analytics dashboard to view detailed reports on your messaging activities, facilitating data-driven decisions.

***

By leveraging these advanced features within QuickReply, businesses can enhance their Instagram and Facebook Messenger strategies, improving customer satisfaction and operational efficiency.


# Live Chat (Website Chat Widget)

## What is Live Chat?

Live Chat (chat widget/ website chat/ web chat) is a web-based messaging tool that enables businesses to engage with website visitors in real-time. While the WhatsApp chat widgets interact via an external messaging platform, **Live Chat is directly embedded on a website**, allowing visitors to seek support, ask questions, and receive instant assistance without leaving the webpage.

## Why Use Live Chat for Business?

* **Instant Customer Support** – Provide real-time responses to inquiries and resolve issues quickly.
* **Lead Capture & Sales Assistance** – Assist potential customers while they browse, guiding them toward conversions.
* **Personalized Engagement** – Offer **proactive messaging** based on user behavior and pages visited.
* **Automated & Human Interaction** – Deploy chatbots for common queries while enabling handover to live agents for complex issues.
* **Data & Insights** – Track visitor activity, chat history, and user behavior to refine customer engagement strategies.
* **Seamless Website Integration** – Embed directly onto a website with minimal coding, allowing businesses to activate chat effortlessly.

## Key Benefits

* **24/7 Support with Chatbots** – Automate FAQs and common inquiries to provide round-the-clock assistance.
* **Omnichannel Experience** – Ensure website visitors can reach customer support without switching apps.
* **Customizable Chat Interface** – Modify chat appearance, position, and branding to align with business aesthetics.
* **Context-Aware Messaging** – Enable smart triggers based on visitor actions (e.g., show chat when a user lingers on a pricing page).


# Concepts

## How Does Live Chat Work?

Live Chat operates through a **JavaScript-based web widget** added to the website’s code. When a visitor lands on the site, the widget allows them to send a message, triggering an automated or human response from the support team.

***

## URL-Based Auto-Bot Triggers

Live Chat can initiate automated responses based on the page URL. For example:

* A visitor on the **Pricing page** can receive a message: \*“Need help choosing a plan? Chat with us!”\**us!”*
* A user browsing **FAQs** may get a suggestion: *“Didn’t find what you were looking for? Let’s chat!”*

***

## Visibility Settings – Where & When Live Chat Appears

Businesses can configure chat widget visibility based on:

* **Specific web pages** – Show chat only on product pages or checkout pages.
* **User behavior** – Trigger chat after a certain duration on a page.
* **Visitor type** – Enable or disable chat for logged-in users or guest visitors.

***

## Session Management & Chat Persistence

* **Chat Session Timeout** – After a predefined inactivity period, the chat resets for new visitors.
* **Returning Visitors** – This can be recognized for continuity in conversations if persistent session tracking is enabled.
* **Multi-Agent Support** – Allows different support agents to handle live chats based on departments or expertise.

***

## Chat History & Data Storage

* **Session-Based History** – Visitors can access previous conversations during their active session.
* **Stored Chat Logs** – Businesses can retain conversation data for future reference, enabling personalized interactions.


# Setting up Live Chat

## Prerequisites

Before setting up Live Chat, ensure you have:

* [An active QuickReply account](/overview/getting-started/signing-up-and-activating-your-account)
* A website for your business
* Admin permissions to modify website settings (for non-shopify users)

***

## Setup Process

### Shopify Websites

For Shopify users, the **Live Chat widget is automatically installed** when you [install the **QuickReply app**](https://docs.quickreply.ai/overview/messaging-channels/website-chat/pages/cLmOBxov58I5MprusU68#id-1.-sign-up-via-the-shopify-app-store-recommended) for your Shopify store. To enable or disable the widget:

1. Open the **QuickReply app** from your Shopify admin.
2. Navigate to [**Website Options**](https://app.quickreply.ai/v2/settings/channels/website) under **Channels**.
3. Use the **toggle switch** to enable or disable the chat widget.

### Non-Shopify Websites

For businesses not using Shopify, the Live Chat widget must be manually embedded.

#### **Generate Live Chat Code**

* Log in to QuickReply and navigate to the profile options at the the bottom of the main mavigation panel and choose **Settings.**
* Go to **Website** under **Channels** and copy the **JavaScript snippet** provided.
* Configure chat appearance, automated messages, and URL rules from the **Chat Widget** option under **Settings**.

#### **Embed the Code on Your Website**

* Paste the code snippet **before the closing `</body>` tag** on your website.

#### **Configure Chat Visibility**

* Set display conditions (e.g., show chat only on specific URLs).
* Define auto-response triggers based on page behavior.

#### **Test Live Chat Functionality**

* Open your website in an incognito window and verify chat behavior.
* Send test messages to ensure conversations are getting created in QuickReply>Conversations panel and bot automation (if any) are working fine.

#### **Activate & Monitor**

* Enable chat on your website and start monitoring visitor interactions.
* Refine chat flows based on **real-time analytics and feedback**.

#### Chat Configuration

Regardless of the platform, you can further customize Live Chat settings:

* **Welcome Messages** – Set automated greetings for first-time visitors.
* **Business Hours Responses** – Configure different responses for working vs. non-working hours.
* **Agent Assignment Rules** – Define routing based on visitor type (e.g., sales vs. support inquiries).
* **Design Customization** – Modify the widget’s theme, color, and position to match branding.


# Use Live Chat

Live Chat enables businesses to engage website visitors efficiently. Below is a step-by-step guide on how businesses and customers interact through Live Chat.

## How Visitors Initiate Live Chat

1. A [visitor sees the **Live Chat widget** on the website](/overview/messaging-channels/website-chat/concepts#visibility-settings-where-and-when-live-chat-appears) and clicks to start a conversation.
2. Depending on the settings, an **automated welcome message** may appear (e.g., *“Hi! How can we help you today?”*).
3. The visitor types their query and sends a message.
4. Based on routing conditions:
   * A chatbot may **provide an automated response**.
   * A **human agent may take over** for live interaction.

## How Businesses Manage Live Chat Conversations

1. Incoming chats appear in the **QuickReply>Conversations page.**
2. Agents can view:
   * The **visitor’s page activity** (where they started the chat).
   * Their **previous** [**chat history**](/overview/messaging-channels/website-chat/concepts#chat-history-and-data-storage) (if available).
3. Agents can respond using:
   * **Quick Replies** – Predefined answers for common queries.
   * **Rich Media Messages** – Send images, documents, or videos for better clarity.
4. If the issue remains unresolved, agents can:
   * **Transfer the chat** to another department or specialist.
   * **Schedule a follow-up** if additional assistance is needed.

## Advanced Features of Live Chat

* **Multi-Agent Support** – Assign chats to different teams based on inquiry type.
* **Chatbot Integration** – Automate responses for FAQs and route to humans if needed.
* **User Identification** – Recognize returning customers for chat history and personalized responses.
* **Away Messages** – Users can drop in their and query outside working hours.

By leveraging **Live Chat through QuickReply**, businesses can improve customer experience, streamline interactions, and boost website conversions by offering **instant, on-site assistance** without requiring external messaging platforms.


# Concepts


# Chatbot Creation Best Practices

How to Think While Designing a Chatbot

This document defines the principles, mindset, and best practices that must be followed whenever creating or modifying a chatbot.&#x20;

The goal is not to build an information dump.&#x20;

The goal is to create a guided conversation that leads to an outcome.

{% stepper %}
{% step %}

### Core Philosophy: Conversational First, Informational Later

* A chatbot must **feel like a conversation**, not a FAQ page.
* Information should **never be dumped upfront**.
* The bot should:

  * Then provide the next relevant piece of information
  * Ask a question
  * Understand the response

  Think like a human sales or support executive, not like documentation.

{% hint style="info" %}
❌ Bad: Explaining everything in one message\
✅ Good: Asking what the user wants, then responding step by step
{% endhint %}
{% endstep %}

{% step %}

### Engagement Is Mandatory, Not Optional

Every chatbot flow should be interactive by design.

* The bot should:
  * Ask questions frequently
  * Use buttons, quick replies, or choices wherever possible
  * Make the user feel involved in the conversation

If the user is only reading and not responding, the chatbot is failing.

{% hint style="info" %}
**Rule of thumb:**\
After every 1–2 bot messages, the user should be encouraged to act.
{% endhint %}
{% endstep %}

{% step %}

### Message Length & Readability Rules

* Never send long paragraphs.
* Never send dense text blocks.
* Even if information is complex:
  * Break it into 2–3 short messages
  * Send them sequentially

#### Message structure guidelines:

* Short sentences
* One idea per message
* Easy to scan on mobile

{% hint style="warning" %}
If it looks heavy on a phone screen, it’s wrong.
{% endhint %}
{% endstep %}

{% step %}

### Use Rich Media to Reduce Cognitive Load

Whenever possible:

* Use images, GIFs, or short videos
* Especially for:
  * Product explanation
  * How something works
  * Social proof
  * Pricing or plans

Media should replace text, not accompany long text.

{% hint style="warning" %}
If an image can explain it, don’t write a paragraph.
{% endhint %}
{% endstep %}

{% step %}

### Context Continuity Is Critical

The chatbot must continue the conversation the user already started elsewhere.

Always account for the source:

* Ad click
* Email campaign
* WhatsApp broadcast
* Website CTA
* Support entry point

#### Examples:

* From an ad → acknowledge the ad intent
* From an email → reference the email topic
* From a campaign → continue that narrative

The user should **never feel like they are starting from zero.**
{% endstep %}

{% step %}

### Human Handoff: Set Expectations Clearly

Whenever a human transfer is required:

* Explicitly tell the user
* Set expectations upfront

The bot should communicate:

* Why a human is needed
* What will happen next
* When they can expect a response

{% hint style="info" %}
Transparency builds trust. Silence breaks it.
{% endhint %}
{% endstep %}

{% step %}

### Always Know the End Objective of the Chat

Every chatbot must have a clear primary objective.

In most cases, this is:

* Lead capture
* Lead qualification

#### Mandatory data points to attempt capturing:

* Name
* Phone number
* Email
* Use-case / intent
* Any qualification info relevant to the business

{% hint style="info" %}
This should happen naturally through conversation, not as a form dump.

Try to auto-capture information wherever possible.
{% endhint %}
{% endstep %}

{% step %}

### Progressive Disclosure of Information

Never ask for everything at once.

* Start light
* Build trust
* Ask deeper questions gradually

**Example flow:**

1. Understand intent
2. Provide relevant value
3. Ask for basic details
4. Qualify further if user is engaged<br>
   {% endstep %}

{% step %}

### The Bot Should Feel Helpful, Not Pushy

* Avoid sounding salesy
* Avoid forcing forms too early
* Avoid repetitive follow-ups

Instead:

* Offer help
* Give choices
* Let the user feel in control

{% hint style="info" %}
A good chatbot guides. It does not pressure.
{% endhint %}
{% endstep %}

{% step %}

### Error Handling & Drop-Off Thinking

Always assume:

* Users may give incomplete answers
* Users may stop responding
* Users may give unexpected inputs

The bot should:

* Gracefully handle ambiguity
* Gently re-prompt
* Never blame the user

{% hint style="info" %}
Never sound robotic when confused
{% endhint %}
{% endstep %}

{% step %}

### Tone & Personality Guidelines

* Friendly
* Warm
* Simple language
* No jargon unless user is clearly advanced

**Avoid:**

* Corporate tone
* Over-formal language
* Long explanations

The chatbot should sound like:

> “A smart, helpful person chatting on WhatsApp.”<br>
> {% endstep %}

{% step %}

### One Conversation = One Journey

* Do not mix multiple objectives in one flow
* If needed, branch intelligently
* Keep the user oriented at all times

The user should always know:

* What the bot is helping with
* What comes next
  {% endstep %}

{% step %}

### Think in Outcomes, Not Messages

When designing a chatbot:

* Do not think message by message
* Think:
  * What problem is the user solving?
  * What decision are they making?
  * What information do we need to move them forward?

Messages are just tools. Outcome is the goal.
{% endstep %}

{% step %}

### Final Mental Model for Chatbot Creation

Whenever creating or reviewing a chatbot, ask:

* Is this conversational?
* Is this engaging?
* Is this easy to read on mobile?
* Is this continuing the user’s context?
* Is the end objective clear?
* Are we capturing and qualifying leads naturally?
* Would a human enjoy this conversation?<br>

**If the answer to any of these is no, redesign the flow.**
{% endstep %}
{% endstepper %}

#### Summary

A chatbot is not a knowledge base.\
It is a guided conversation designed to move a user from intent to action.


# Revenue & Orders Attribution

How QuickReply.ai tracks orders and attributes revenue across WhatsApp, RCS, and SMS.

{% hint style="warning" %}
This tracking feature works **only for Shopify stores**. If you use another platform, or run a non-store business, attribution tracking is available via conversion events. Reach out to support to get it setup.&#x20;
{% endhint %}

## What is revenue and order attribution?

QuickReply.ai tracks orders generated from your **WhatsApp, RCS, and SMS** messages.

When a customer engages with a message and places an order within the attribution window, QuickReply.ai credits that order and revenue to the relevant message.

## How QuickReply.ai tracks conversions

Revenue attribution works the same way across **WhatsApp, RCS, and SMS**:

* QuickReply.ai sends a message through one of these channels.
* The customer engages with that message through the signals available on that channel, such as a **read, reply, or click**.
* The customer places an order within the attribution window.
* That order is counted as a conversion and credited to the message.

By default, QuickReply.ai uses a **72-hour attribution window**.

{% hint style="info" %}
You can customise the attribution window from \
**Settings → Company Settings → Attribution Settings → Order Attribution**
{% endhint %}

Example:

* You send a promotional broadcast on **WhatsApp, RCS, or SMS**.
* The customer reads, clicks, or replies to it.
* The customer places an order within the next 72 hours.
* QuickReply.ai credits that order to the message.

## Scenarios where conversion tracking may not work

Tracking can fail in some edge cases:

* When the user has **read receipts turned off** on WhatsApp/ RCS/ SMS (so we don’t know if they read it).
* The channel does not expose the engagement signal needed for attribution.
* The customer uses one phone number for messaging, but places the order with a different number.

## Message attribution rule

For each order, we will assign attribution to the **most recent eligible message** to which the user engaged *just before* the order.

A message is eligible if it meets both of the following:

1. It belongs to one of the following categories:\
   • A `Broadcast` whose category is marked **`Promotional`**\
   • A `Campaign` whose category is marked **`Promotional`**\
   • A marketing message triggered via a Journey
2. The user engaged with the message (read / click / reply) **before** conversion, and the message was sent within the configured attribution window.

If no message meets these criteria, then the order is not attributed to anything.

## Why QuickReply.ai analytics may not match Shopify or Google Analytics

Shopify puts it simply:

> **There’s no such thing as 100% “true” marketing attribution.**

Attribution models differ across platforms. That is why QuickReply.ai, Shopify, Google Analytics, Meta Ads, and Klaviyo can all report different numbers for the same period.

Each system looks at different signals, windows, and touchpoints. None is universally correct. Each one answers a slightly different question.

Use QuickReply.ai attribution to compare message performance across your own campaigns. Do not expect a perfect 1:1 match with external analytics tools.

For background, Shopify explains this well in [Marketing Attribution: Seeing the Customer Journey More Clearly](https://www.shopify.com/blog/marketing-attribution) and in its [Shopify reports guide](https://www.shopify.com/blog/analyzing-shopify-reports).

<table data-header-hidden data-search="false"><thead><tr><th>Google Ads</th><th>By default, the Google Ads attribution window setting shows actions taken within 30 days of clicking on your ads using last click attribution.</th></tr></thead><tbody><tr><td>Google Ads</td><td>By default, the Google Ads attribution window setting shows actions taken within 30 days of clicking on your ads using last click attribution.</td></tr><tr><td>Facebook Ads</td><td>Facebook defaults to last click attribution with attribution windows of within 24 hours of viewing your ad and within 28 days of clicking your ad.</td></tr><tr><td>Shopify</td><td>Shopify will track clickable actions across different paid and unpaid channels. Shopify’s analytics will remove duplicate conversions from all channels and will give credit to the last touchpoint in a conversion journey even if it’s a direct visit to your store.</td></tr><tr><td>Klaviyo</td><td>For Klaviyo, a conversion occurs when a recipient opens your message and places order in next 5 days.</td></tr><tr><td>QuickReply.ai</td><td>For QuickReply.ai, a conversion occurs when a recipient engages with a WhatsApp, RCS, or SMS message and places an order within 3 days of the message send.</td></tr></tbody></table>

## Important notes and limitations

* **Customisation available**: You can change the default 72-hour attribution window via Settings.
* **Channel-aware tracking**: Attribution works across WhatsApp, RCS, and SMS, but the engagement signals available can differ by channel.
* **Best practice**: Use attribution to compare relative campaign performance, such as message type, audience, or timing.

## FAQs

<details>

<summary>Can I track revenue from other platforms (non-Shopify)?</summary>

No. The attribution module supports only Shopify stores.

</details>

<details>

<summary>How do I change the attribution window?</summary>

Contact QuickReply.ai support and share your preferred attribution window, such as 48 hours or 5 days.

</details>

<details>

<summary>Why do my numbers differ from Shopify reports or Google Analytics?</summary>

Because QuickReply.ai, Shopify, and Google Analytics use different attribution models and touchpoint definitions.

</details>

<details>

<summary>Can I change which user action triggers attribution (e.g., click vs. reply vs view)?</summary>

No. Attribution uses the engagement signals available for the channel and applies the configured attribution window. That trigger behavior is not currently customizable.

</details>

<details>

<summary>Does this work for WhatsApp, RCS, and SMS?</summary>

Yes. Revenue and order attribution works across all three channels for Shopify stores connected to QuickReply.ai.

</details>


# Conversations


# Overview

## What are Conversations in QuickReply?

Conversations in QuickReply refer to all customer interactions handled through various messaging channels, including WhatsApp, Instagram, Facebook Messenger, and Live Chat. The platform consolidates messages into a **unified inbox**, allowing businesses to manage interactions from different sources in a single view.

### Why Use QuickReply’s Conversations Module?

* **Centralized Inbox** – Manage messages from multiple platforms in one place.
* **Streamlined Customer Engagement** – Assign chats, add tags, and categorize conversations efficiently.
* **Multi-Agent Collaboration** – Allow support and sales teams to work together seamlessly.
* **CRM & Customer Insights** – View customer profiles, history, and lead stages within chat.
* **Automation & Efficiency** – Use auto-replies, templates, and routing rules to optimize response times.

## Key Benefits

* **Unified CRM View** – Access customer details, past interactions, and purchase history.
* **Faster Resolution** – Categorize, assign, and respond to chats quickly.
* **Seamless Multi-Channel Support** – Handle conversations across WhatsApp, Instagram, Facebook Messenger, and Live Chat effortlessly.
* **Improved Sales & Support** – Enable teams to convert leads, resolve issues, and build customer relationships.


# Concepts

## All Chats

The **All Chats** section displays every conversation across all integrated channels. It includes both active and closed conversations, providing a comprehensive view of customer interactions.

***

## My Chats

This section shows chats assigned specifically to the logged-in agent, allowing for focused message handling.

***

## Unassigned Chats

Chats that are handled by bots and haven't been assigned to an agent yet appear here. Agents can manually take over a chat or be automatically assigned conversations based on routing rules.

***

## Channels

Represents the different messaging platforms integrated with QuickReply, such as WhatsApp, Instagram, Facebook Messenger, and Live Chat (Webchat).

***

## Agents

Agents are users assigned to handle conversations. When clicked on a particular agent’s name, you can see the entire list of chats assigned to them.

***

## Tags

Tags/ User Tags are labels that allow agents to categorize and organize conversations for better tracking and filtering. Tags can represent priority levels (e.g., "High Priority"), customer intent (e.g., "Refund Request"), conversation type (e.g., "Product Inquiry"), or any other term by which you’d like to group your users.

***

## Lead Stage

Represents the position of a customer in the sales funnel (e.g., customer, engaged, lost, qualified, negotiation, etc).

***

## Custom View

This shows a list of views saved after applying personalized chat filters. It allows agents to save specific criteria (e.g., all high-priority WhatsApp chats, all qualified leads, etc.) for quick access.

***

## Starred Chats

When creating a custom view through the advanced filter option, agents can star (or bookmark) the view for access later as it gets pinned in the conversation panel

***

## Customer Profile

A detailed customer information panel inside the chat includes:

* **Basic details** – Name, phone number, email, lead stage, and tags.
* **Attributes** – Filed like last online, landing page, latest URL, chat language, etc.
* **Shopify Data** – Order history, cart activity, total spending.

***

## Conversation Window

It is the **24-hour time frame** during which businesses can freely exchange messages with a user after the user sends the first message.

#### Here's how it works:

* **Triggered by user message**: The window opens only when a user messages your business first (e.g., replies to a message, clicks a button, or sends a new message).
* **Lasts 24 hours**: From the time of the user’s message, you have 24 hours to exchange free messages. **Utility templates sent in response** during this window are not billed.
* **Business-initiated templates billed per message**: Marketing and authentication templates sent within the 24‑hour window **are charged individually**, according to category and region

#### Why it matters:

* **Real-time engagement**: You can answer questions, upsell products, or recover abandoned carts while the user is most active.
* **Cost efficiency**: Leveraging the free 24‑hour window and timely utility updates helps avoid charges it’s now per-message billing, with each template costing separately
* **Higher conversions**: Users are more likely to respond or purchase when conversations happen in real-time.

#### Outside the 24-hour window:

* You can only send **pre-approved template messages** (marketing, utility, authentication).
* **Each delivered template** is billed per message, with rates dependent on message category and user’s country.
* **Utility and authentication templates** may unlock lower rates when you reach volume‑based tiers.
* **Using marketing templates** always incurs charges per delivery, regardless of window


# Start a new chat

## How to Start a New Chat on QuickReply

Agents can initiate conversations with customers across WhatsApp, Instagram, Facebook Messenger, and Live Chat.

### Go to the **Conversations** tab in QuickReply

Click on the **\[+]** icon (known as the Compose WhatsApp Message Button) next to the module heading.

<figure><img src="/files/ZmdcmnyQ4z8tnlhLZHtV" alt=""><figcaption></figcaption></figure>

### Enter the **customer's phone number** and continue.

<figure><img src="/files/FpUVf70ONt1OJwf6u4D2" alt=""><figcaption></figcaption></figure>

### Select a template

Click on "Send a Template" and choose from the pre-approved [message templates](/product-modules/templates/whatsapp-templates) to send the first message to the customer.

<figure><img src="/files/pn61achtS0bD3SWfDJag" alt=""><figcaption></figcaption></figure>

### Engage with the customer

After the customer responds, agents can:

* Send text messages, images, documents, and other media files
* Use [quick replies and saved responses](/product-modules/conversations/miscellaneous#canned-responses)

<figure><img src="/files/KayFHHP2OkiO13ORqO8r" alt=""><figcaption></figcaption></figure>

* Access customer conversation history

{% hint style="info" %}
The 24-hour window automatically resets when the customer sends a new message.
{% endhint %}


# Managing chats

## Basic Actions

### How to take over a chat from a bot?

When a chat is in the unassigned section, any agent can take ownership.

1. Navigate to the [**Unassigned Chats**](/product-modules/conversations/concepts#unassigned-chats) tab.

<figure><img src="/files/AFk0XIUZExlpVNvNrc5u" alt=""><figcaption></figcaption></figure>

2. Select the chat you want to take over.

<figure><img src="/files/kjj1fFYkqTp9Fwr0IbTt" alt=""><figcaption></figcaption></figure>

3. Click the **Take Over** button to assign the chat to yourself.

<figure><img src="/files/48XogHJaalv8ehbL3z4j" alt=""><figcaption></figcaption></figure>

### How to close a chat?

1. Open the conversation that needs to be closed.

<figure><img src="/files/oSvMdaSyAkZQ1J8qcuSn" alt=""><figcaption></figcaption></figure>

2. Click the **Close Chat** button.

<figure><img src="/files/3omCt55dxdzKDlYavC1O" alt=""><figcaption></figcaption></figure>

3. The conversation status will be marked as **Closed**.

<figure><img src="/files/srLsZLHR8K5RVMH9QXku" alt=""><figcaption></figcaption></figure>

OR

1. Hover over a chat in the chat list.
2. Click on the dropdown appearing on the right of the chat thumbnail.
3. Click the **Close Chat** button.
4. The conversation status will be marked as **Closed**.

<figure><img src="/files/XipMHG2nnhfYxU7hPjTy" alt=""><figcaption></figcaption></figure>

### How to reopen a closed chat?

1. Filter **Closed Chats** from the quick filter for Conversation Status.

<figure><img src="/files/Ih8TfHEGhlq18JJRb8N5" alt=""><figcaption></figcaption></figure>

2. Select the chat that needs to be reopened.

<figure><img src="/files/KWhyFUpGqFq5p94gCEdN" alt=""><figcaption></figcaption></figure>

3. Click the **Reopen Chat** button to move it back to active conversations.

<figure><img src="/files/xFqHDK2wU8XwOGBcmczn" alt=""><figcaption></figcaption></figure>

### How to assign conversations to [agents](/product-modules/conversations/concepts#agents)?

#### Assigned by agent

1. Open the chat you wish to reassign.

<figure><img src="/files/shb8giMDtbv6FURsEQi4" alt=""><figcaption></figcaption></figure>

2. Navigate to the downward arrow next to the Close Chat option.

<figure><img src="/files/WeiMvxXsMW9r8uyGABif" alt=""><figcaption></figcaption></figure>

3. Click on “**Re-assign to…”** and select the agent from the dropdown list.

<figure><img src="/files/dRYFfuftMK6rdRMDFVXh" alt=""><figcaption></figcaption></figure>

#### Assigned by bot

QuickReply enables automated chat assignment using predefined routing rules. Chats can be assigned based on context, agent availability, or predefined criteria.

<table data-view="cards"><thead><tr><th></th><th></th></tr></thead><tbody><tr><td><strong>Direct Assignment</strong></td><td>The bot assigns a chat directly to a specific agent based on predefined conditions such as customer tags, issue type, or agent expertise.</td></tr><tr><td><strong>Group Assignment</strong></td><td>Chats can be assigned to a team or department, distributing workload among multiple agents.</td></tr><tr><td><strong>Round Robin</strong></td><td>The bot assigns chats one by one in a circular manner to available agents within a group, ensuring an even distribution of workload.</td></tr><tr><td><strong>Online/Offline Status</strong></td><td>Chats are assigned only to agents who are <strong>currently online</strong>, ensuring a faster response time.</td></tr><tr><td><strong>Role-Based Assignment</strong></td><td>Chats are directed to agents with specific roles (e.g., Sales, Support) based on predefined categories.</td></tr></tbody></table>

***

## Replying to a Chat

### For WhatsApp

#### **Within** [**Conversation Window**](/product-modules/conversations/concepts#conversation-window)

1. Open an active chat in the **Conversations** tab.

<figure><img src="/files/dLwv4G3GeavpFA4FGG5s" alt=""><figcaption></figcaption></figure>

2. If the message sent by the visitor triggers a chatbot flow, then the automated conversation will begin. If not, then in either case, you can take over the conversation.

<figure><img src="/files/Fbi8C6F6omdP6dnoJXMa" alt=""><figcaption></figcaption></figure>

3. Type your message in the text box.

<figure><img src="/files/7pAxEr0bC2JE0kcgTPlt" alt=""><figcaption></figcaption></figure>

4. Click **Send** to deliver the response instantly.

<figure><img src="/files/vCR6RJTI9F9WXvBArZh4" alt=""><figcaption></figcaption></figure>

#### **Outside Conversation Window** (Beyond 24 Hours)

1. Select the chat from the list.

<figure><img src="/files/UbELttWx7Tvh3VLp3AjE" alt=""><figcaption></figcaption></figure>

2. Click on "Send a Template" and choose a **pre-approved WhatsApp template** from the QuickReply template library.

<figure><img src="/files/22nYQWLSzzcqCMkCX8JG" alt=""><figcaption></figcaption></figure>

3. Customize the variables within the template (if applicable).

<figure><img src="/files/sQHJyo5m690y5GCTAI0J" alt=""><figcaption></figcaption></figure>

4. Click **Send** to initiate the conversation again.

<figure><img src="/files/61b7mmcCPzoeUoE4KfUf" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
You will be able to send free-form messages only if the customer sends a message which opens a 24-hour customer service window which resets with each customer reply.
{% endhint %}

### For Instagram / Facebook Messenger

#### **Within Conversation Window**

1. Open the chat from the Conversations module.
2. Type your response.
3. Click **Send** to deliver the message.

#### **Outside Conversation Window**

After 24 hours, the window closes, and you can no longer initiate messages to the customer.

### For Live Chat

1. When a visitor initiates a chat, you’ll see it in the All **Chats** section.
2. Click on the chat to start responding.
3. Type your message and hit **Send**.
4. If a visitor leaves the website or becomes inactive, you can still send messages that the visitor can view upon returning to the website.

### Reply instantly with Flash Responses

Flash Responses/ Canned Responses allow agents to reply with **predefined quick replies** for common customer questions.

1. Inside a chat input box, type `/` to trigger the Flash Response menu.
2. Select the predefined response from the list.
3. Customize the response if needed.
4. Click **Send** to deliver the message instantly

<figure><img src="/files/hWlEg3LBvCIc1UXpyx4k" alt=""><figcaption></figcaption></figure>

***

## Adding Notes to a Chat

Notes help agents keep track of important context in a conversation.

1. Open a chat.
2. Click on the **Note** button at the bottom of the chat interface.
3. Enter the note text that you want to add.
4. Click **Send** – the note will be visible to agents but hidden from customers.

<div align="left"><figure><img src="/files/5s3cKJNR4j5LCVln9d0A" alt="" width="375"><figcaption></figcaption></figure></div>


# Filtering chats

Filtering chats allows agents to efficiently find and organize conversations based on different parameters. QuickReply provides multiple filtering options, such as **searching**, **quick filtering**, and **advanced filtering**.

## **Search by Phone Number, Email, or Name**

This feature helps agents locate specific customer conversations quickly by searching using their contact details.

### **How to search for a chat:**

1. Navigate to the **Conversations Module**.

<figure><img src="/files/YrHEnsE5QT6kBOprkOkB" alt=""><figcaption></figcaption></figure>

2. Click on the **Search Bar** at the top.

<figure><img src="/files/cccRzOWOhHlph0bqJ5G4" alt=""><figcaption></figcaption></figure>

3. Enter the **customer's phone number, email, or name**.

* If searching by phone, enter the full number with the country code (e.g., `9180xxxxxxx3`).
* Partial matches may not return results.

<figure><img src="/files/Z52WDlvy8B5NFCPc4x6b" alt=""><figcaption></figcaption></figure>

4. Press **Enter**, and relevant chats will appear instantly.

<figure><img src="/files/B8qVz1mdz3XoxaQLNXdm" alt=""><figcaption></figcaption></figure>

***

## **Quick Filtering**

Quick filters allow agents to sort conversations using predefined categories, improving efficiency in managing chats.

### **How to apply quick filters:**

1. In the **Conversations Module**, locate the **Quick Filter** options above the chat list.

<figure><img src="/files/0X74qO1eo7NyMNaC8aLW" alt=""><figcaption></figcaption></figure>

2. Click on a **predefined filter** of Status and Time. (e.g., Unread Chats, Assigned Chats, Last 30 days, Last 12 Months).

<div><figure><img src="/files/k1vdkH9dlKDfQYlIGDAV" alt=""><figcaption></figcaption></figure> <figure><img src="/files/QAyVjai26q9xffzjZbqR" alt=""><figcaption></figcaption></figure></div>

3. The chat list updates instantly, displaying only the selected category.

<figure><img src="/files/sHirz3neckLYklgMDr8q" alt=""><figcaption></figcaption></figure>

***

## **Advanced Filtering**

Advanced filters enable agents to refine chat searches using multiple conditions, including channel, tag, lead stage, agent, and chat status.

### **How to use advanced filters:**

1. Click on the **Filter Icon** in the Conversations Module.

<figure><img src="/files/37XXyzvlKWjyUs3Q0jTo" alt=""><figcaption></figcaption></figure>

2. Choose desired filtering conditions from:

* **Conversations Status**
  * Opened or Closed
* **Read Status**
  * Read or Unread
* **Assignment Status**
  * Assigned or Unassigned
* **Channel**
  * WhatsApp, Instagram, Messenger, Live Chat
* **Broadcast**
* **Campaigns**
* **Journeys**
* **Agent**
  * Assigned to a specific agent
* **Tag**
  * Chats labeled with a certain tag
* **Lead Stage**
  * Chats with a particular lead stage (New, Interested, Converted)

<figure><img src="/files/pJHUq95fagDeXxDIkN7y" alt=""><figcaption></figcaption></figure>

3. Click **Apply**, and the chat list will update accordingly.

<figure><img src="/files/2Fnw4JH8WKYe1hFmwdzj" alt=""><figcaption></figcaption></figure>


# Chat views

Chat views provide structured ways to manage conversations, including **pre-built views** and **custom views**.

## **Pre-built Views**

QuickReply includes **pre-built chat views** that categorize conversations automatically for streamlined navigation.

### **Chat Views**

* **All Chats** – Displays every chat, including active and closed conversations.
* **Unassigned Chats** – Unread Chats that have not yet been assigned to any agent.
* **My Chats** – Chats assigned to the logged-in agent.
* **Channels** – Chats segmented based on the messaging platform (WhatsApp, Instagram, Messenger, Live Chat).
* **Agent** – Chats assigned to specific agents.
* **Broadcast** – Chats linked to messages sent from different broadcasts.
* **Drip Campaigns** – Chats linked to messages sent from different campaigns.
* **Journeys** – Chats linked to messages sent from different journeys.
* [**Tags**](/product-modules/conversations/concepts#tags) – Chats categorized by custom labels.
* **Lead Stage** – Chats categorized by the customer's lead stage.

### **Unread & Read Chats**

* **Unread Chats** – Displays conversations that the agent has not viewed.
* **Read Chats** – Lists conversations that an agent has viewed.

## **Chat Count**

* **Unread Chat Count** – Shows the number of unread chats. (in the form of a red pill)
* **Total Chat Count** – Displays the overall number of active conversations. (displayed at the bottom of the chatlist)

<div><figure><img src="/files/HCrtW7aPhIWA7kTXr3yP" alt="" width="375"><figcaption></figcaption></figure> <figure><img src="/files/kPVs6xMQePuUeQbVR1QD" alt="" width="375"><figcaption></figcaption></figure></div>

## **Message Status**

* **Sent** – Message has been sent but not yet delivered.
* **Delivered** – Message has been successfully delivered to the recipient.
* Read - Message has been successfully read by the recipient.
* [**Failed**](/product-modules/conversations/miscellaneous#what-are-skipped-failed-messages) – Message was not delivered due to an error.
* [**Skipped**](/product-modules/conversations/miscellaneous#what-are-skipped-messages) - Message was not delivered due to a configured rule.

<div align="left"><figure><img src="/files/HgYeXnVOqhmRc9XZgX5j" alt="" width="375"><figcaption></figcaption></figure></div>

* **System Messages** – Automated messages generated by QuickReply for chat actions or status updates.

<div align="left"><figure><img src="/files/UqVR6QgxES9iv0SuJaEY" alt="" width="375"><figcaption></figcaption></figure></div>

## **Custom Views**

### **What is a Custom View?**

* A **custom view** allows agents to save frequently used filtering conditions as a preset, making chat management more efficient.

### **How to Create a Custom View:**

1. Apply desired **Advanced Filters** (e.g., "Unassigned WhatsApp Chats with High Priority Tags").

<figure><img src="/files/hDtAgswxo5xpMEMDD5hC" alt=""><figcaption></figcaption></figure>

2. Click the **Save View** button.

<figure><img src="/files/zoHX0FbfFb9DtP1HjGdM" alt=""><figcaption></figcaption></figure>

3. Name the view (e.g., "High-Priority WhatsApp Chats").

<figure><img src="/files/S94D8CvCwoh3qx8YAi99" alt=""><figcaption></figcaption></figure>

4. The custom view is now accessible under **Saved Views**.

<figure><img src="/files/K7hAqLjVelJcJ3LBuiLN" alt=""><figcaption></figcaption></figure>

### **How to Bookmark a View:**

1. Open a **Pre-Built or Custom View**.

<figure><img src="/files/f8la4wvJ24YNjPQbVfFt" alt=""><figcaption></figcaption></figure>

2. Click on the **Star Icon** to pin it to the quick navigation panel.

<figure><img src="/files/MOtJ8PJXwynoIMlYOMf0" alt=""><figcaption></figcaption></figure>

3. The bookmarked view will now be easily accessible for faster filtering.

<figure><img src="/files/y26hXxKNLAX1MlRQPWyi" alt=""><figcaption></figcaption></figure>

By leveraging these filtering and chat view capabilities, agents can efficiently navigate and manage customer conversations with greater accuracy.

***


# Miscellaneous

## How to add [User Tags](/product-modules/conversations/concepts#tags)?

1. Open the chat in the **Conversations** module.

<figure><img src="/files/oJkYVLzULorKBlX82yD9" alt=""><figcaption></figcaption></figure>

2. Click on the **Tag icon** at the right of the chat window.

<figure><img src="/files/ROru5celEV9RN4ENsqyI" alt=""><figcaption></figcaption></figure>

3. Choose an existing tag or type in to create a new one.

<figure><img src="/files/5xAKbOeYBflRLcXeKi33" alt=""><figcaption></figcaption></figure>

4. Click **Create New Tag**, which will now be associated with the conversation and also available for other conversations.

<figure><img src="/files/BvkBreRjEujr1LRs8OuZ" alt=""><figcaption></figcaption></figure>

## How to change the [Lead Stage](/product-modules/conversations/concepts#lead-stage)?

Lead Stages help track a customer’s journey, from being a new lead to conversion. Businesses can update lead stages to keep customer data up to date.

**To Change Lead Stage:**

1. Open the chat with the customer.

<figure><img src="/files/pXgxOcgBjGYhSL8kqk9A" alt=""><figcaption></figcaption></figure>

2. Click on **Lead Stage i**n the user profile panel, and it will show you a **drop-down.**

<figure><img src="/files/AbTnyXIVGbxezWCjCMQv" alt=""><figcaption></figcaption></figure>

3. Select the appropriate lead stage (e.g., "New Lead," "Interested," "Converted").

<figure><img src="/files/QoCm34upOqa6GGT7nZYb" alt=""><figcaption></figcaption></figure>

4. The update will be reflected in the system instantly.

<figure><img src="/files/F2byyg5RWJr20HYBa3cX" alt=""><figcaption></figcaption></figure>

## How to modify user details?

Agents can edit customer details like name and email to ensure accurate CRM data.

**To modify User Details:**

1. Open the chat with the customer.

<figure><img src="/files/MCDcEmDWcMAI42RTZTPe" alt=""><figcaption></figcaption></figure>

2. In the **Customer Profile panel**, click on the Name or the Email, enter the new details, and click **Save**.

<figure><img src="/files/4OHIvnaZ7Ur5nvHIU7CS" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/KsVpfejDXrwCyhO1to3p" alt=""><figcaption></figcaption></figure>

## How to copy user details and [attributes](/product-modules/conversations/concepts#customer-profile)?

Agents can copy user details and custom attributes for documentation or external use.

**How to Copy User Details:**

1. Open the chat and navigate to the **Customer Profile panel**.

<figure><img src="/files/X8yRB6MlpydmfzxSUJps" alt=""><figcaption></figcaption></figure>

2. Click on the **Copy User Profile** button next to the heading ‘Profile,’ and the value will be copied to the clipboard.

<figure><img src="/files/hDPeTcigJvk7cspweKHP" alt=""><figcaption></figcaption></figure>

3. Similarly, navigate to the A**ttributes** panel.

<figure><img src="/files/sFIbeGM4hy1i33whdQ0n" alt=""><figcaption></figcaption></figure>

4. Click on the **Copy User Attributes** button next to the heading ‘Attributes,’ and the value will be copied to the clipboard.

<figure><img src="/files/Mp3zppvvDLPXqE9oV0ss" alt=""><figcaption></figcaption></figure>

## How to delete a conversation?

Agents can delete old or irrelevant conversations to declutter their inbox. Note that deleting a conversation is **permanent** and cannot be undone.

1. Open the chat you wish to delete.

<figure><img src="/files/UqXpQIfz6XMNUN8LAoku" alt=""><figcaption></figcaption></figure>

2. Click on the **More Options (⋮) menu** on the right of the chat window.

<figure><img src="/files/ip8kBLy1lkgndt5CUyYk" alt=""><figcaption></figcaption></figure>

3. Select **Delete User,** type in “Delete”, and confirm.

<figure><img src="/files/6JxMVGMdpdopTwsEz8Sj" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/8h4xE6DLvfHAgMFs5WUh" alt=""><figcaption></figcaption></figure>

## What is the bot cool-off period?

The **bot cool-off period** is the time during which the bot does not intervene after an agent takes over a conversation. This prevents automated responses from conflicting with live agent replies.

**Key Details:**

* The bot remains inactive after an agent responds for a pre-configured time.
* Once the cool-off period ends, the bot can re-engage with the customer if required.
* The duration of the cool-off period can be configured under bot settings.

## What are failed messages

Messages can fail to send due to various reasons, such as:

* **The user is inactive or has blocked the business.**
* **The WhatsApp template is not approved.**
* **The message exceeds the allowed time window (e.g., 24-hour rule).**
* **Network or API errors.**

## What are skipped messages

Messages that are not delivered due to pre-configured rules

* Promotional message limit breached for X promotional messages in the last Y days.
* Non-engaging customer for the last X days. (dead audience filtering)
* Geofencing restriction.
* Utility Fallback message capping breached.
* Marketing message capping breached.

## What are Shopify features available in Conversations

QuickReply’s Shopify integration allows agents to view and create orders directly from the conversation window.

### View Orders of a User

Agents can view a customer’s past orders within the chat interface.

**To View Orders:**

1. Open the conversation with the customer.

<figure><img src="/files/L1rdhkPTphZEWvu5mI82" alt=""><figcaption></figcaption></figure>

2. In the **Customer Profile panel**, navigate to the **Shopify Orders** section.

<figure><img src="/files/puMbJr8lZ2m0H9DanSUP" alt=""><figcaption></figcaption></figure>

3. Click **on the Shopify icon** to see the list of past purchases.

<figure><img src="/files/hNHkiPVyXUu85lvjDj2e" alt=""><figcaption></figcaption></figure>

### Place an Order on Shopify from Conversation

Agents can place an order on behalf of a customer within QuickReply, streamlining the sales process.

**To Place an Order:**

1. Open the chat with the customer.

<figure><img src="/files/xQUKuS6aLxETPVWE56rT" alt=""><figcaption></figcaption></figure>

2. In the **Shopify Orders section**, click **Create Order**.

<figure><img src="/files/X0GBVup79sFWPOwl5w9X" alt=""><figcaption></figcaption></figure>

3. Select the products, quantity, and shipping details.

<figure><img src="/files/QyTUonA3wDChmcCTFTQS" alt=""><figcaption></figcaption></figure>

4. Select Payment status from Paid/Pending/Partially Paid. Click on **Create Order**, and it will be created on Shopify.

<figure><img src="/files/1hMDaiZfJ1xZBxVkQaSq" alt=""><figcaption></figcaption></figure>

## Flash Responses

Agents can set up flash responses or saved responses. To create a new Flash response:

1. From the sidebar, open flash responses

<figure><img src="/files/r9iW19cMIEjPq0NwbJl2" alt=""><figcaption></figcaption></figure>

2. Click on "+New Flash Response"

<figure><img src="/files/bgbQk3kkSFowQAaX5HK1" alt=""><figcaption></figcaption></figure>

3. Add a short name to recognize the flash response. And fill in the text, what the agent wants to send to a user when clicking on the short name.
4. Optionally, you can choose to share with other agents too by turning on the Shared switch.

<figure><img src="/files/vKuYuGM66u2Zxz2sIdY1" alt=""><figcaption></figcaption></figure>

5. Click on Add.


# Broadcasts

##


# Overview

## **What is a WhatsApp Broadcast?**

A **WhatsApp Broadcast** enables businesses to send bulk messages to customers, leads, or subscribers **without creating a group chat**. Each recipient receives the message **individually**, allowing businesses to communicate at scale while maintaining privacy.

## **Use Cases for WhatsApp Broadcasts**

WhatsApp Broadcasts are widely used for:

* **Marketing & Promotions** – Send special offers, discounts, and new product launches.
* **Customer Engagement** – Notify customers about order updates, event reminders, and loyalty rewards.
* **Transactional Messages** – Share invoices, order confirmations, or shipping notifications.
* **Re-engagement & Retargeting** – Follow up with inactive customers to reignite interest.
* **Survey & Feedback Collection** – Conduct polls or request customer reviews.
* **Share Milestones and Achievements** – Use the communication opportunity to make customers a part of your growth journey.

## **Benefits of WhatsApp Broadcasts**

* **High Open Rates** – WhatsApp messages have an **open rate of 98%**, significantly higher than emails.
* **Personalized Messaging** – Messages feel like one-to-one communication, reaching the right person at the right time.
* **Rich Media Support** – Send images, videos, PDFs, and buttons to enhance user interaction.
* **Automation & Smart Filtering** – Target specific audiences with **QuickReply’s Smart Audience Filtering**.
* **Seamless CRM Integration** – Sync with Shopify, customer attributes, and past interactions.

## **Why Use QuickReply’s WhatsApp Broadcasts?**

QuickReply offers **advanced broadcasting capabilities** that set it apart from competitors:

<table data-view="cards"><thead><tr><th></th><th data-type="content-ref"></th></tr></thead><tbody><tr><td><p><strong>Smart Audience Filtering</strong></p><p>Precisely target users based on behavior, purchase history, and engagement levels.</p></td><td></td></tr><tr><td><p><strong>2-Way Engagement with Bots</strong></p><p>Automate replies for customer responses using chatbots.</p></td><td></td></tr><tr><td><p><strong>Smart Utility Fallback for Failed Messages</strong></p><p>Automatically retry messages with alternative content if the original fails.</p></td><td></td></tr><tr><td><p><strong>Real-Time Performance Tracking</strong></p><p>Detailed broadcast analytics to measure engagement and optimize campaigns.</p></td><td></td></tr><tr><td><p><strong>UTM Parameter Tracking</strong></p><p>Add UTM tags to measure campaign performance in analytics tools.</p></td><td></td></tr></tbody></table>

Now let's get started with creating a broadcast!


# Creating a Broadcast

## Setup The Foundation

* Go to 'Broadcasts' from the main navigation panel on the QuickReply app.

<figure><img src="/files/bQwPZ1pDmlgLIZWsAlf9" alt=""><figcaption></figcaption></figure>

* Click on ‘**Create WhatsApp Broadcast**’

<figure><img src="/files/1qORuzBtIZ7e28lUEmwa" alt=""><figcaption></figcaption></figure>

* Give a name to your **Broadcast**.
* Select the Broadcast category between:

<details>

<summary>Promotional</summary>

Choose the Promotional category if the broadcast is **intended to drive sales** and you want to track:

* Revenue generated
* Amount spent
* Orders attributed
* Return on investment
* Conversion rate
* Link clicks, button clicks, click-through rates

</details>

<details>

<summary>Transactional</summary>

Choose the Transactional Category if you want to track:

* Messages read
* Conversion rate
* Link clicks, button clicks, click-through rate

</details>

* Add 'Tags' to broadcast to help in easy identification later
  * Either choose an existing tag from the dropdown
  * Or type in and create a new tag
* Click on 'Save & Continue.'

<figure><img src="/files/BwR2Ujm319G5DUpanM5m" alt=""><figcaption></figcaption></figure>

## Select a Template

* Choose a **WhatsApp Template** from the list approved by Meta.

<figure><img src="/files/mgWGg9dhcGJcmoWwzLsv" alt=""><figcaption></figcaption></figure>

* Preview the template on the right and ensure it aligns with the campaign goal.

<figure><img src="/files/t92iH3BvSVQe6rcZ0ycd" alt=""><figcaption></figcaption></figure>

* Click on 'Save & Next'

<figure><img src="/files/C3kBPgURUQ05NeJ1Fg1K" alt=""><figcaption></figcaption></figure>

## Select Recipients

* Click on 'Select Recipients'

<figure><img src="/files/LUubEZbXS2JVuTSnhDSi" alt=""><figcaption></figcaption></figure>

* Select from:

<details>

<summary>Customer Segments on Shopify</summary>

* Create multiple Customer Segments
* Sync them with QuickReply.ai
* Dynamically gets updated with new users getting added to it.

</details>

OR

<details>

<summary>Excel File</summary>

* Use the Excel File option.
* Ensure column headers are labeled as phone, {{1}}, {{2}}, etc.
* Use contacts of users who've interacted with your brand.
* Avoid third-party contact data to maintain WhatsApp API Account Health.
* Choose the column that contains phone numbers
* And a default country code, in case the phone numbers do not have a country code already attached
* Click on 'Confirm' to move on

</details>

<figure><img src="/files/VuUgHAW68PYsbbI9PyD0" alt=""><figcaption></figcaption></figure>

## Provide Content for Variables

* Upload an image/video/document (if any) from your device while making sure that it is in the recommended size and format
* Define the variables in the body:
  * You can define variable values as
    * Static (enter manually) OR
    * Dynamic
      * Select attributes like 'First Name,' 'Last Name,' and so on from the Shopify data, if your recipient's source is a Shopify segment.
      * Select Excel column names like "Column A", "Column B" from the Excel file if your recipient's source is an Excel file
      * If the selected data isn't available, add a Fallback Value to be used. The same fallback value will be displayed in the preview.
* Define the content of the URL button:
  * Add a URL that will redirect users upon clicking. It must start with "http" or "https"
  * Static values
    * If a variable has a consistent value for all recipients, input that value directly into the text box.
  * Dynamic values
    * If you want to send different links to each recipient, you can use an excel file column or shopify segement data to populate values.
    * You will also need to define the fallback value to be used incase of an error value.
    * For an excel column, QuickReply smartly identifies error urls and asks you either to
      * Skip those recipients or
      * Use fallback value

<figure><img src="/files/2X0OI1HxHxZ2mdSRnKVf" alt=""><figcaption></figcaption></figure>

## Map User Attributes (optional)

Using this option, you can map attributes of a user profile in quickreply with the updated values from the values provided.

* Click on the toggle to enable attribute mapping

<figure><img src="/files/fI6Av5XZKxILelTcICU7" alt=""><figcaption></figcaption></figure>

* Click on Add new attribute.

<figure><img src="/files/WnaGyZcziGWZFJFddcWC" alt=""><figcaption></figcaption></figure>

* Select the corresponding user attribute field (e.g., Name, Email, Other user attribute).
* Define excel column or Shopify segment data to use as source data for attribute. If you want to overide the existing attribute data of a customer with updated data provided, check this option.

<figure><img src="/files/XY5GqHeHL1tEL6tc5KHi" alt=""><figcaption></figcaption></figure>

* Click on 'Save & Next' to move to the next screen

<figure><img src="/files/JdtPyzMHWtEB51O0BH9r" alt=""><figcaption></figcaption></figure>

## Bot Mapping for 2-way Broadcast Engagement

Here you can define which bots to engage when recipient replies

* By default you will need to,
  * Define 'Bot to engage when recipient replies with anything else'
    * Choose a pre-trained or custom bot from the dropdown
* If your template has atleast 1 quickreply button, you will get the following option to
  * Define 'Bot to engage when recipient replies with quick reply buttons'
    * Choose a pre-trained or custom bot from the dropdown

<figure><img src="/files/VPyKxHvCZwDWcpyMq3Sp" alt=""><figcaption></figcaption></figure>

## UTM Parameters

* Enable UTM Tracking in the broadcast settings.
* Define parameters:
  * Source (e.g., WhatsApp)
  * Medium (e.g., Broadcast)
  * Campaign Name (e.g., Broadcast Name)
  * ID
  * Term

This allows source tracking within third-party reporting tools such as Google Analytics.

<figure><img src="/files/bOUwUumEyKUxydcO4VP1" alt=""><figcaption></figcaption></figure>

## Smart Audience Filtering

* Enable filters such as:

  * Dead Audience Filtering

  Skip recipient(s) if the contact has not engaged with your WhatsApp number for the last\
  desired number of days.

<figure><img src="/files/Dx0Goqvw8KXgFh5cr7eB" alt=""><figcaption></figcaption></figure>

* Marketing Message Frequency Control

Skip recipient(s) if the contact has already received a certain number of marketing message(s) in a defined time.

<figure><img src="/files/o3o4znICiWFdkFM1yqB8" alt=""><figcaption></figcaption></figure>

* Duplicate Filtering

This will be enabled by default to skip recipient(s) if a duplicate contact is found.

<figure><img src="/files/zCWR5gwrrxpz5FfyIUEE" alt=""><figcaption></figcaption></figure>

## Messaging Limit Check

WhatsApp has daily [messaging limits](/overview/messaging-channels/whatsapp/concepts#messaging-limits) based on business verification status. Be defining the messaging limit, you automate what should be done when your limit exceeds.

You can either:

* Pause broadcast (recommended)

  The broadcast will automatically continue as soon as the limit is available

<figure><img src="/files/YET2EYKCGdzI3ilt28p1" alt=""><figcaption></figcaption></figure>

* Skip the Messaging limit check and try sending it to all

<figure><img src="/files/TEpORvPelYHgETXYsj19" alt=""><figcaption></figcaption></figure>

* Click on 'Save & Next' to move to the next screen

<figure><img src="/files/IFt9J18O0M9JBAvtOLOD" alt=""><figcaption></figcaption></figure>

## Schedule Time

Determine when the broadcast starts running:

* Click on the 'calendar' icon to choose your preferred date and time. Latest you can schedule a broadcast is 15 minutes from current time.

<figure><img src="/files/IYJOVPXOOe3x7A2nrnz6" alt=""><figcaption></figcaption></figure>

* Hit 'Confirm' to schedule

<figure><img src="/files/Yg2INputkkOqWGEIBRk1" alt=""><figcaption></figcaption></figure>

## Retry for Failed Messages

QuickReply provides 2 methods to recover marketing messages failed due to Meta's [frequency capping](/overview/messaging-channels/whatsapp/concepts#frequency-capping):

* **Auto-Retry of Failed Marketing Messages**
  * In this, the system retries the delivery of failed messages at different times defined by the user.
  * While setting up auto-retries, a maximum of 3 retries can be set and we recommend scheduling retries with a minimum 24-hour interval to maximize the chances of successful deliveries.

<figure><img src="/files/5FITtSni2qL6UuEyHJpn" alt=""><figcaption></figcaption></figure>

* **Smart Utility Fallback**
  * For the remaining failed messages, the system sends a utility message that seeks consent from the customer to re-deliver the failed message. If the customer engages, the marketing message is delivered instantly.
  * This feature involves sending an additional utility message for each failed message which incurs extra cost.
  * The marketing template message is converted as a session message and sent when the user engages with the utility message. Important - this converted message is charged the same as a marketing message.
  * We recommend using this method after auto-retries to minimize the extra cost incurred.
  * Smart Utility Fallback currently supports standard marketing templates only.

<figure><img src="/files/mMGKMUiEtBnadHPguj0g" alt=""><figcaption></figcaption></figure>

## **Send Test Message**

Before sending the broadcast, test it on a **sample recipient**.

* While sending test message:
  * The variables will be populated with values from the fallback value.
  * The user attributes will not be updated.

<figure><img src="/files/xSIZv8SHmzVC8CcxEIxJ" alt=""><figcaption></figcaption></figure>

## **Review and Publish**

Review the:

* Estimated spend

<figure><img src="/files/I9KrqXrf6FqRxEQgtwqZ" alt=""><figcaption></figcaption></figure>

* Schedule and retry failure

<figure><img src="/files/0dB35yPKNxXWGInKRcM5" alt=""><figcaption></figcaption></figure>

* Message, recipients, and settings

<figure><img src="/files/5622RFIBcwnMzunt4V5n" alt=""><figcaption></figcaption></figure>

* Tracking & audience eiltering

<figure><img src="/files/tjr9BcdawcCzaolnsrr2" alt=""><figcaption></figcaption></figure>

* Click 'Schedule Broadcast' and voila! You have successfully scheduled your first broadcast message.

<figure><img src="/files/9x7Djin97K6ojisv3CsV" alt=""><figcaption></figcaption></figure>


# Broadcast How-Tos

<table data-view="cards"><thead><tr><th data-type="content-ref"></th></tr></thead><tbody><tr><td><a href="/pages/J6FEGUhjxmQYwjd1xNYZ">/pages/J6FEGUhjxmQYwjd1xNYZ</a></td></tr><tr><td><a href="/pages/DfixiSiewkilYnbYKb7R">/pages/DfixiSiewkilYnbYKb7R</a></td></tr><tr><td><a href="/pages/nQ95ArM5BxsDXQqS8QYK">/pages/nQ95ArM5BxsDXQqS8QYK</a></td></tr><tr><td><a href="/pages/G5dHYDLU06jrGc2YpUvV">/pages/G5dHYDLU06jrGc2YpUvV</a></td></tr><tr><td><a href="/pages/aQr0CZTMaNMJgxbXKiHw">/pages/aQr0CZTMaNMJgxbXKiHw</a></td></tr><tr><td><a href="/pages/V4PH1oFO99CRvh32q5QQ">/pages/V4PH1oFO99CRvh32q5QQ</a></td></tr></tbody></table>


# How to use Smart Utility Fallback

## What is Smart Utility Fallback?

The **Smart Utility Fallback** feature ensures that when a [marketing message](/overview/messaging-channels/whatsapp/concepts#marketing-messages) fails to deliver, it is recovered by using a combo of [**utility message**](/overview/messaging-channels/whatsapp/concepts#utility-messages) **+ session message**. This utility message seeks permission from the customer to deliver the original marketing message as a session message.

* **Cost Implications**: Each failed marketing message incurs an additional **utility message cost** as the system sends a follow-up message to request the customer’s consent.
* **Conversion to Session Message**: Once the customer engages with the utility message, the marketing message is converted into a session message, which is charged the same as a marketing message.
* **Best Practice**: To minimize costs, we recommend enabling the Smart Utility Fallback **after** [**auto-retries**](/product-modules/broadcasts/creating-a-broadcast#retry-for-failed-messages) (in a broadcast) so that only necessary utility messages are sent.
* **Supported Templates**: Currently, Smart Utility Fallback supports [**standard marketing templates**](broken://pages/Ww5iYLPMpG1WXVDG6pF5) **only**.

## How it Works

* When the Smart Utility Fallback feature is enabled (e.g., for a WhatsApp broadcast), it applies to failed message deliveries.
* If a marketing message fails to deliver, the customer receives a **utility message** requesting permission to re-deliver the failed message.
* The customer can then engage with the utility message and allow the re-delivery.
* Once the customer permits re-delivery, the marketing message is **converted into a session message** and delivered to the user.
* This feature ensures smooth transitions between **marketing messages** and **session messages**, allowing customers to continue interacting without disruption, even if their query is related to the original marketing message.

## How different marketing templates are transformed into session messages

### SCENARIO 1

If interactive elements (like quick reply buttons or media) are not involved in the marketing message, the session message remains basic and straightforward. The fallback keeps the interaction simple and allows the conversation to be easily understood without additional complexity.

#### Message Elements in the Original Marketing Message

* **Media**: No
* **Quick reply button**: 0
* **Call To Action button**: 0 or 2
* **Phone button**: Optional

<table><thead><tr><th width="355.80078125">Original Marketing Message</th><th width="322.33984375">Session Message in the Utility Fallback</th></tr></thead><tbody><tr><td><img src="/files/jrnmoTCyCjXRAA5OmBos" alt="" data-size="original"></td><td><img src="/files/mTZbTKkIAHJPf9WzZuRb" alt="" data-size="original"></td></tr></tbody></table>

### SCENARIO 2

When the marketing message has a call-to-action, it’s converted to a session message. The user is prompted to take action (e.g., clicking the CTA). The conversation flow continues based on the user’s response to the CTA.

#### Message Elements in the Original Marketing Message

* **Media**: No
* **Quick reply button**: 0
* **Call To Action button**: 1
* **Phone button**: Optional

<table><thead><tr><th width="355.80078125">Original Marketing Message</th><th width="322.33984375">Session Message in the Utility Fallback</th></tr></thead><tbody><tr><td><img src="/files/wjBNAY9UmxCeLT4e43Wf" alt="" data-size="original"></td><td><img src="/files/m22EiqtV5Tmp2LM71S9y" alt="" data-size="original"></td></tr></tbody></table>

### SCENARIO 3

In this scenario, the message contains quick reply options (1-3 buttons), making the conversation more interactive. The fallback handles the transition by allowing the user to choose from predefined responses. This helps businesses guide the conversation while providing structured options.

#### Message Elements in the Original Marketing Message

* **Media**: No
* **Quick reply button**: 1-3
* **Call To Action button**: Optional
* **Phone button**: Optional

<table><thead><tr><th width="351.93359375">Original Marketing Message</th><th width="322.33984375">Session Message in the Utility Fallback</th></tr></thead><tbody><tr><td><img src="/files/Nc9wJOoFq95T8aBwLSNV" alt="" data-size="original"></td><td><img src="/files/YA2rwBWRaPtLyoMMWAt5" alt="" data-size="original"></td></tr></tbody></table>

### SCENARIO 4

With more interactive buttons (4-10 options), the session message becomes a detailed list that the user can engage with. This allows for more nuanced responses and a better user experience, where customers can select from several predefined options.

#### Message Elements in the Original Marketing Message

* **Media**: No
* **Quick reply button**: 4-10
* **Call To Action button**: Optional
* **Phone button**: Optional

<table><thead><tr><th width="351.93359375">Original Marketing Message</th><th width="322.33984375">Session Message in the Utility Fallback</th></tr></thead><tbody><tr><td><img src="/files/V0m6qsFX43tFkJlG2NMp" alt="" data-size="original"></td><td><img src="/files/BhsRoi3KRnL39okTlcvi" alt="" data-size="original"></td></tr></tbody></table>

### SCENARIO 5

This scenario involves a media element, such as an image or video. The Smart Utility Fallback allows for the smooth conversion of this media-based message into a session format, providing the user with an enriched experience through visual content while maintaining clear CTAs.

#### Message Elements in the Original Marketing Message

* **Media**: Yes
* **Quick reply button**: 0
* **Call To Action button**: 0-2
* **Phone button**: Optional

<table><thead><tr><th width="351.93359375">Original Marketing Message</th><th width="322.33984375">Session Message in the Utility Fallback</th></tr></thead><tbody><tr><td><img src="/files/nrHAlM11fIGaj5fYJT25" alt="" data-size="original"></td><td><img src="/files/RwVjUMP1G0ZIqoCiF7uv" alt="" data-size="original"></td></tr></tbody></table>

### SCENARIO 6

When media (such as an image or video) is included in the marketing message, followed by a CTA, the session message keeps the media and prompts the user to take action. The fallback ensures that the visual content is paired with the call-to-action, providing clear guidance on next steps.

#### Message Elements in the Original Marketing Message

* **Media**: Yes
* **Quick reply button**: 0
* **Call To Action button**: 1
* **Phone button**: Optional

<table data-full-width="false"><thead><tr><th width="351.93359375">Original Marketing Message</th><th width="398.9365234375">Session Messages in the Utility Fallback</th></tr></thead><tbody><tr><td><img src="/files/xnhzQQ3QMerCue7DI792" alt="" data-size="original"></td><td><p><img src="/files/zGX9Q0qRWpdf61YFLcq0" alt=""></p><p><img src="/files/JmD8BFqcUu3Pt3dSrVqK" alt=""></p></td></tr></tbody></table>

### SCENARIO 7

This scenario introduces an extra level of interactivity with quick reply buttons (1-3). When media is involved, the fallback ensures the user can interact with both the media and the quick reply options. The session message is designed to maintain engagement with multiple interactive options.

#### Message Elements in the Original Marketing Message

* **Media**: Yes
* **Quick reply button**: 1-3
* **Call To Action button**: Optional
* **Phone button**: Optional

<table><thead><tr><th width="351.93359375">Original Marketing Message</th><th width="322.33984375">Session Message in the Utility Fallback</th></tr></thead><tbody><tr><td><img src="/files/zAMFYytGUfqNrT3yjF77" alt="" data-size="original"></td><td><img src="/files/firuT6iVIso38jJfMFr7" alt="" data-size="original"></td></tr></tbody></table>

### SCENARIO 8

In this case, the message contains both media and a larger set of quick reply buttons (4-10 options). The session message adapts by allowing users to select from a list of options, making the interaction more dynamic and providing a variety of responses. The presence of media enhances the user experience, and the fallback ensures a structured flow through a list message.

#### Message Elements in the Original Marketing Message

* **Media**: Yes
* **Quick reply button**: 4-10
* **Call To Action button**: Optional
* **Phone button**: Optional

<table data-full-width="false"><thead><tr><th width="351.93359375">Original Marketing Message</th><th width="551.8125">Session Messages in the Utility Fallback</th></tr></thead><tbody><tr><td><img src="/files/gJeJrOfMiHd0QMt0TYJf" alt="" data-size="original"></td><td><p><img src="/files/SGdmEoT5yeCQks7DRG0Q" alt=""></p><p><img src="/files/d0ulPQ2l0txdJHlVkC1J" alt=""></p></td></tr></tbody></table>


# How to edit a created broadcast

A scheduled broadcast can be modified before it is sent. Changes can include message content, recipients, and scheduling time.

* Navigate to the **Broadcasts** tab in QuickReply.

<figure><img src="/files/1rrmHrhXXw1QaWrr4kKz" alt=""><figcaption></figcaption></figure>

* Find the scheduled broadcast from the list visible or filter the same from the Status dropdown.

<figure><img src="/files/w70BRI6CDshBTRUQyBrj" alt=""><figcaption></figcaption></figure>

* Click on the **Edit** button under the Actions tab available for the broadcast you want to modify.

<figure><img src="/files/CJOFjm3f1ZQmmTTELEzJ" alt=""><figcaption></figcaption></figure>

* You can edit any of the 4 steps i.e. Template Selection, Recipients & Content, Settings, and Schedule.

<figure><img src="/files/y2jpcRq7fyXgwyU0ey11" alt=""><figcaption></figcaption></figure>

* Editing the template selection will require you to redefine all the other steps.
* Review and schedule again once the needful changes are done


# How to reschedule a broadcast

A scheduled broadcast can be delayed or rescheduled to a different time.

* Navigate to the **Broadcasts** tab in QuickReply.

<figure><img src="/files/1rrmHrhXXw1QaWrr4kKz" alt=""><figcaption></figcaption></figure>

* Find the scheduled broadcast from the list visible or filter the same from the Status dropdown.

<figure><img src="/files/w70BRI6CDshBTRUQyBrj" alt=""><figcaption></figcaption></figure>

* Click on the **Edit** button under the Actions tab for the broadcast you want to modify.

<figure><img src="/files/CJOFjm3f1ZQmmTTELEzJ" alt=""><figcaption></figcaption></figure>

* Choose your preferred time and date to reschedule the broadcast from the Schedule tab i.e. Step 4.

<figure><img src="/files/Vrv92LohihXH6daLbmfp" alt=""><figcaption></figcaption></figure>

**Things to Keep in Mind:**

* The rescheduling option is available **only before the broadcast has not started running**.
* If a **time-sensitive offer or event** is tied to the broadcast, ensure the new schedule aligns with its relevance


# How to pause a broadcast

Broadcasts in the 'Running' status can be temporarily paused to prevent further messages from being sent.

* Navigate to the broadcast that you want to pause

<figure><img src="/files/HTJNBldTSkXpFo7eXLcJ" alt=""><figcaption></figcaption></figure>

* Locate the three dots at the right-most side of the broadcast overview, for more options

<figure><img src="/files/Rn55uiHLlicVNgGxQ68w" alt=""><figcaption></figcaption></figure>

* Click 'Pause' and confirm your selection

<figure><img src="/files/PCPSFhfGWxlMj6igwE0W" alt=""><figcaption></figcaption></figure>

**Things to Keep in Mind:**

* Pausing is only possible **while the broadcast is running**
* Messages that have already been sent **cannot be recalled**
* The broadcast can be resumed later by clicking **Resume**


# How to abort a broadcast

If a broadcast needs to be **stopped entirely**, it can be aborted, preventing further messages from being sent.

* Navigate to the broadcast that you want to abort

<figure><img src="/files/J1rGmNh4Ky37Xgb2KaFN" alt=""><figcaption></figcaption></figure>

* Locate the three dots at the right-most side of the broadcast overview, for more options

<figure><img src="/files/1yfqDlmlXBFAWAhr25Qc" alt=""><figcaption></figcaption></figure>

* Click 'Abort' and confirm your selection

<figure><img src="/files/KIMGzAGWZDqCHx6x7hho" alt=""><figcaption></figcaption></figure>

**Limitations:**

* **Completed broadcasts cannot be aborted**
* Aborted broadcasts cannot be resumed
* To restart a broadcast, a new one must be created


# How to archive a broadcast

Completed broadcasts can be archived for better organization and historical tracking.

* Navigate to the broadcast that you want to archive

<figure><img src="/files/P0BJz5bUvlAHJe04aDu9" alt=""><figcaption></figcaption></figure>

* Locate the three dots at the right-most side of the broadcast overview, for more options

<figure><img src="/files/7sCjJumhFOVO0kOiasb7" alt=""><figcaption></figcaption></figure>

* Click 'Archive'

<figure><img src="/files/judEvwMcBFroo5hDj4kT" alt=""><figcaption></figcaption></figure>

* To view archived broadcasts, navigate to the 'more options' icon next to the 'Create New Broadcast' button and click on 'Open Archived'

<figure><img src="/files/czWrPfpx6lGeT0FqD9t0" alt=""><figcaption></figcaption></figure>

* To revert to the main broadcast list click on the 'Revert View' button in the archive view

<figure><img src="/files/pSKsxzArqyJUVwoaXle8" alt=""><figcaption></figcaption></figure>


# Broadcast Reports & Statistics

Once a WhatsApp broadcast is sent, QuickReply provides detailed reports and statistics to help businesses monitor the performance and effectiveness of their campaigns. These insights allow businesses to optimize future broadcasts and improve customer engagement.

## **Overview of Broadcast Delivery**

To access the performance overview of your broadcast messages:

### **Navigate to the Broadcast Dashboard:**

* In the QuickReply app, go to the **Broadcasts** tab.
* You will see a list of your broadcast campaigns, each showing key performance metrics.

### **What to Look For:**

* **Broadcast Name**: Displays the name of the broadcast (e.g., "Payday campaign for April").
* **Status Indicator**: A color-coded status button that indicates the current status of the broadcast. For example, a **green “Completed”** status means the broadcast has finished sending, while other colors may indicate draft, scheduled, running, paused, or aborted states.
* **Delivery Metrics**: The donut charts represent the different stages of delivery i.e., Processed, Delivered, Read, Skipped, and Failed.
  * Processed - shows the total number of messages sent
  * Delivered - how many messages were successfully delivered
  * Read - how many recipients opened the message
  * Skipped - indicates messages that were skipped during sending due to applied rules
  * Failed - how many messages failed to deliver

**Why It’s Useful:** The **Broadcast Delivery Overview** gives you a snapshot of how your broadcast is performing in real-time. It helps you track key metrics such as delivery success, open rates, and failures, allowing you to act quickly if issues arise (e.g., delivery failures or message skips). The color-coded indicators make it easy to understand the campaign’s status at a glance.

<figure><img src="/files/MHkMxtQhHmCe7y19mi3d" alt=""><figcaption></figcaption></figure>

## Performance of [Broadcast Retries and Smart Utility Fallback](/product-modules/broadcasts/creating-a-broadcast#retry-for-failed-messages)

When you're in the **Broadcast Dashboard**, click on the dropdown available at the right-most side of the listed broadcasts to see the performance of auto-retries and smart utility fallback.

For each retry and fallback attempt, you will see:

* The status and the completion bar that indicate the progress of message delivery
* Number of **Delivered** and **Failed** messages
* Percentage of successful deliveries. A **100% completion rate** for each retry means that all the messages were successfully delivered in that retry attempt.

**Why It’s Useful:** This feature helps you track the recovery progress of failed messages. It gives you insights into how successful your retries and fallback strategies are in ensuring message delivery, even if the first attempt fails.

<figure><img src="/files/JC6fP1qbA3apJ6hR7SaB" alt=""><figcaption></figcaption></figure>

## **Complete Broadcast Report**

The **Details** section provides a comprehensive, granular report for each broadcast. To access it:

### **Access the Details Section**

* After selecting a specific broadcast, click on the **Details** button available within the broadcast overview.
* This will show you a deeper breakdown of your broadcast’s performance.

<figure><img src="/files/Z8RaBjo1gCSJTWGa9hDn" alt=""><figcaption></figcaption></figure>

### **Essential KPIs (Key Performance Indicators)**

* These KPIs track the effectiveness of your broadcast. It includes:
  * Spent
  * Orders (only for Shopify-integrated companies)
  * Revenue (only for Shopify-integrated companies)
  * ROI (only for Shopify-integrated companies)
  * Link Clicks
  * Button Clicks
  * Replies
  * Unique Engagements
  * Conversions

### **Funnel and Message Delivery Status**

This section shows how recipients moved through the broadcast funnel. For example, how many received the message, how many opened it, and how many engaged.

### **Message Failure and Skipped Reason**

If a message fails to be delivered or gets skipped, this section provides the reason, such as invalid numbers, unsubscribed users, network issues, or non-engaging contact for the last 15 days.

**Why it’s Useful:** The **Details** section allows you to deep dive into your broadcast performance, helping you understand exactly what went right and where improvements can be made.

## **Download Reports**

QuickReply offers several report formats that you can download to further analyze your broadcasts. Here's how to access and download each report type:

**Go to the Broadcast Dashboard:**

* In the **Broadcasts** tab of QuickReply, select the broadcast you want to analyze.
* Click on the **Download** button on the top right and choose a report type from the available formats as given below.

### **Excel Report**

* The **Excel Report** provides a comprehensive view of the entire broadcast performance.
* It includes detailed information such as customer attributes, message delivery status, replies, clicks, and much more.
* This is ideal for analyzing customer engagement and understanding how your broadcast performed at a granular level.

### **Order Report (for Shopify-integrated companies)**:

* **Shopify users** can access this specialized report, which shows order-related KPIs from customers who placed an order after receiving the broadcast.
* **KPIs in this report include**:
  * **Order ID**
  * **Order Number**
  * **Order Amount**
  * **Order Current Amount**
  * **Customer Name**
  * **Phone Number**
  * **Message Time**
  * **Order Time**
  * **Read Status**
  * **Link Click**
  * **Reply Count**
  * **Button Click Count**
* This is particularly useful for tracking the ROI of your broadcast campaigns and measuring sales conversion.

### **Contact Report**:

* The **Contact Report** includes the names, phone numbers, and other details of all the recipients included in the broadcast.
* This is very similar to the recipient list that you would have uploaded to run the broadcast.
* It helps you track and cross-check the recipients to ensure no contacts are missed and that all customer data is accounted for.

**Why it’s Useful:**

* The ability to download these reports enables businesses to analyze their broadcast performance in detail, segment data for future campaigns, and track the effectiveness of broadcasts in driving sales and engagement.


# Broadcast Retries

Automatically re-send WhatsApp broadcast messages that couldn't be delivered on the first attempt.

Retry for Failed Messages is part of Delivery Optimization, available in Step 4 of the broadcast creation flow. It re-attempts delivery for failed messages up to three times, with an optional final recovery step called Smart Utility Fallback.

## **Retries improve delivery rate by up to 20%.**

### Why Messages Fail

Not every message reaches its recipient on the first try, and it's rarely one single cause. A frequency cap might be in effect. The recipient's connection might have dropped mid-delivery. Their number might have been briefly unreachable. WhatsApp's delivery pipeline can reject a message for any number of temporary reasons that have nothing to do with whether the recipient wants to hear from you.

These contacts are still valid recipients — they just didn't receive this particular message. Most delivery failures are temporary, which means most of them are recoverable.

### How the Recovery Sequence Works

That's exactly what retries are built for. Instead of treating a failed message as a dead end, Retry for Failed Messages tries again — automatically, on a schedule, without needing to be triggered.

Each stage targets only the messages that failed in the stage before it:

Initial Broadcast

&#x20; → Retry 1     (after initial broadcast completes)

&#x20; → Retry 2     (after Retry 1 completes)

&#x20; → Retry 3     (after Retry 2 completes)

&#x20; → Smart Utility Fallback   (immediately after Retry 3)

Successfully delivered messages are never re-sent. Only what failed gets another attempt -- nothing more.

### Benefits for You

Because recovery runs on its own, the advantage shows up in three places:

1. Automated resends. Failed messages are re-sent without you tracking, downloading, or rebuilding anything.
2. Improved ROI. Every recovered message is spend that now reaches an inbox instead of going nowhere.
3. Better engagement. More of your audience actually sees your broadcast — which means more replies, clicks, and conversions from the same campaign.

#### Availability

Currently, Retry for Failed Messages only applies to WhatsApp broadcasts. However, you can still use Fallback to Other Channels when run an RCS broadcast.<br>

<br>


# How to Setup Retries

When you create a WhatsApp broadcast, Step 4 (Schedule) shows the Delivery Optimization section - already toggled on by default. Delivery Optimization offers two recovery paths. Choose one.

#### **Retry on WhatsApp**

Set up to 3 Broadcast Retries and Smart Utility Fallback to recover failed messages on WhatsApp.

#### **Fallback to Other Channels**

Continue message delivery on another channel if WhatsApp cannot deliver.

This page covers Retry on Same Channel.

<img src="/files/zaiOVe3FfH1qShuRK2RW" alt="" height="468" width="332">

#### Setting Up Retries

Delivery Optimization comes ready to use — Retry on Same Channel is enabled by default with 3 retries pre-configured. You can leave it as-is or adjust it to fit your campaign.

* Go to Step 4 (Schedule) in the broadcast creation flow.
* Confirm the Delivery Optimization toggle is on.
* Select Retry on Same Channel.

<img src="/files/VE88v9Q6VIlhw1v5CVH2" alt="" height="241" width="355">

<br>

* Under Retry Settings, set the interval for each retry.
* Enter a number and choose Hour or Day.
* Each retry is timed from the completion of the previous stage, not the original send time.
* Click Delete on Retry 3 if you'd rather use fewer retries.

\
We recommend a minimum 24-hour interval between retries. Delivery issues often need time to resolve, so shorter gaps reduce the chance of a successful retry.

* Continue to Review and Publish to schedule the broadcast.

Prefer to send without any automatic recovery? Turn off the Delivery Optimization toggle and your broadcast will send once, as-is.

### **Smart Utility Fallback**

If delivery still fails after the third retry, Smart Utility Fallback automatically requests the customer's consent to receive the original message. Learn more in the [Smart Utility Fallback documentation.](https://docs.quickreply.ai/product-modules/broadcasts/broadcast-how-tos/how-to-use-smart-utility-fallback#what-is-smart-utility-fallback).

### Editing and Deleting Retries

Changed your mind on the schedule? Retries can be modified or removed at any point before they run — whether you're setting them up during broadcast creation or adjusting them afterward via Add/Edit Retry.

Cloning a broadcast carries its retry configuration over to the new one, so you don't have to rebuild the schedule from scratch.

<br>


# Adding Retries After a Broadcast Finishes

If a broadcast has failed messages, you can add retries after it was created — including broadcasts where Delivery Optimization was turned off.

#### Eligibility

Add/Edit Retry is available when all of the following are true:

* The broadcast has failed messages.
* Fewer than 3 retries have been configured.
* Smart Utility Fallback has not been applied.

Broadcasts in Scheduled and Completed status are both eligible.

&#x20;Once Smart Utility Fallback has been applied, the retry sequence is complete. No further retries can be added.

#### From the Broadcasts List

* Go to Broadcasts from the main navigation panel.
* Locate the broadcast in the table.
* Click the three-dot menu in the Actions column.
* Select Add/Edit Retry.

<img src="/files/ZrbanAQaLXrZS9Q1wGt6" alt="" height="199" width="205">

#### From the Broadcast Report

* Open the broadcast's Details page.
* Scroll to Message Delivery Status.
* Click Add Retry in the failed-messages banner.

<img src="/files/EjCrDld6r4LbAYHGc6af" alt="" height="232" width="624">


# Tracking Retry Performance

Retry results appear in the broadcast report. Appear in the broadcast report.

<img src="/files/nUa1uUIkW27X1XHrWSVj" alt="" height="219" width="624">

Broadcast Row Item (expanded view) on Broadcast Page

<img src="/files/LGHS45CP5L6VvFtnE6a1" alt="" height="276" width="624">

Message Delivery Status on Broadcast Details/Report

<img src="/files/11mZ9wP6Eq4TmJXMsG8X" alt="" height="299" width="624">

Failed Reasons Bifurcation on Broadcast Details/Report

<img src="/files/zQ4FjjYE3bE7vQskKJi2" alt="" height="399" width="624">

Funnel Graph Section on Broadcast Details/Report

<img src="/files/MDTxaWVTQmEdf9SdIUMn" alt="" height="303" width="624">

<br>


# Templates


# WhatsApp Templates


# Overview

## What are WhatsApp Templates?

WhatsApp templates allow businesses to send pre-approved messages to their customers in a way that maintains compliance with Meta's guidelines. These templates ensure that communication remains consistent, clear, and professional while enabling businesses to send bulk messages or automated responses.

## **Why Use WhatsApp Templates?**

Templates are essential for businesses that need to send standardized messages such as notifications, promotional content, and customer service updates. They save time by allowing businesses to reuse the same message format, ensuring consistency and efficiency in communication. WhatsApp templates also help ensure compliance with Meta's rules by requiring approval before being sent.

## **Use Cases for WhatsApp Templates**

* **Transactional Messages**: Order confirmations, shipping notifications, payment receipts.
* **Marketing & Promotions**: Special offers, discounts, and new product announcements.
* **Customer Service**: Appointment reminders, feedback requests, ticket updates.
* **Reminder Messages**: Subscription renewals, upcoming events, or deadlines.

## **Benefits of WhatsApp Templates**

* **Compliance**: Templates are pre-approved by WhatsApp to avoid spam.
* **Scalability**: Allows businesses to send large volumes of messages quickly and effectively.
* **Consistency**: Reuse templates across all broadcasts or one-on-one conversations to ensure uniform messaging.
* **Efficiency**: Save time by automating responses and bulk messaging without composing new content every time.

## **Supported Media Types in Templates**

WhatsApp templates [support various types of media](/overview/messaging-channels/whatsapp/concepts#supported-media-types), making your messages more interactive and engaging:

* **Text**: The core component of all templates.
* **Images**: Attach visuals like product photos or promotional banners.
* **Videos**: Include short clips or tutorials to enhance engagement.
* **Documents**: Send PDFs, brochures, or other document types.

## **Important Things to Know Before Creating Templates**

* Templates need to be pre-approved by Meta, which can take up to 48 hours.
* Templates can only be sent to users who have opted into receiving messages.
* Each template must contain a **clear purpose** and be aligned with Meta's guidelines.


# Concepts


# WhatsApp Templates by Category

WhatsApp Business Platform allows businesses to send **pre-approved message templates** for engaging with customers.\
Each template must belong to one of **three main categories** — **Marketing**, **Utility**, or **Authentication**.

These categories define the purpose and usage policy for your message templates and its cost.

## Marketing Templates

**Purpose:** To promote products, services, and offers, or to drive user engagement.

Marketing templates are used when you want to **initiate a conversation** with a customer — for example, sharing a sale, a new launch, or a limited-time deal.

**Examples:**

* “Hey 👋 Get 20% off on your next order! Use code WELCOME20 before midnight.”
* “New arrivals are here! Tap below to explore the latest collection.”
* “Your favorite items are back in stock — shop now before they sell out!”

**Best Used For:**

* Offers, discounts & promotions
* Product recommendations
* Re-engagement campaigns
* Cart recovery reminders

{% hint style="info" %}
Customers must have opted in to receive marketing messages.
{% endhint %}

## Utility Templates

**Purpose:** To share **transactional or informational updates** related to an existing order, booking, or account activity.

These are non-promotional messages that keep the customer informed about what they already expect.

**Examples:**

* “Your order #4523 has been shipped and will arrive by tomorrow.”
* “Your payment of ₹2,499 was received successfully.”
* “Your appointment is confirmed for Monday, 4 PM.”

**Best Used For:**

* Order and delivery updates
* Payment confirmations & receipts
* Appointment or booking reminders
* Account status or subscription updates

{% hint style="info" %}
**Tip:** Utility templates help build trust and improve post-purchase experience.
{% endhint %}

## Authentication Templates

**Purpose:** To send secure **one-time passwords (OTPs)** or verification codes for login and account access.

These messages are time-sensitive and critical for user verification workflows.

**Examples:**

* “Your login code is 827492. It will expire in 5 minutes.”
* “Use 654321 to verify your WhatsApp Business account.”
* “Your OTP for completing payment is 789045.”

**Best Used For:**

* OTP delivery
* Two-factor authentication
* Account verification or password reset

{% hint style="info" %}
**Note:** Authentication templates are approved only for verification-related use cases and must not include promotional content.
{% endhint %}

#### Comparison Summary

<table><thead><tr><th width="139.1142578125">Category</th><th>Purpose</th><th>Example</th><th>Allowed Content</th></tr></thead><tbody><tr><td><strong>Marketing</strong></td><td>Promote &#x26; re-engage</td><td>“Get 25% off today!”</td><td>Offers, promotions, announcements</td></tr><tr><td><strong>Utility</strong></td><td>Inform &#x26; update</td><td>“Your order has been shipped.”</td><td>Transactional updates</td></tr><tr><td><strong>Authentication</strong></td><td>Verify &#x26; secure</td><td>“Your OTP is 827492.”</td><td>Login codes, account verification</td></tr></tbody></table>


# WhatsApp Templates by Layout

WhatsApp message templates can be created in **two layouts** — **Standard** and **Carousel**.\
The layout defines how your content, media, and buttons appear to the user inside WhatsApp.

Each layout serves a different communication purpose and has specific usage and button rules.

## Standard Template (Single Card)

A **Standard Template** is the most common layout — a single message card that can include text, media, and buttons.

<figure><img src="/files/1ZA54IcH5srcVJHO45HR" alt="" width="563"><figcaption></figcaption></figure>

**Structure:**

* **Header (optional):** Can include image, video, or document.
* **Body:** Main message text.
* **Footer (optional):** Short note, disclaimer, or terms.
* **Buttons:**&#x20;
  * You can add upto 10 interactive buttons (depending on type).
  * You can add a maximum of 2 Website and 1 Call button in a standard template.

**Example Use Cases:**

* Order confirmation
* Payment reminder
* Limited-time offer

**Allowed Categories:**

* [x] Marketing
* [x] Utility

If a template (Standard Layout) has more than three buttons, two buttons will appear in the delivered message, and the remaining buttons will be replaced with a **See all options** button. Tapping the **See all options** button reveals the remaining buttons.<br>

<figure><img src="/files/METsMoTie6OxPvaUQsXJ" alt="" width="563"><figcaption></figcaption></figure>

## Carousel Template (Multi-Card)

A **Carousel Template** allows you to send **multiple cards** in a single message — each card can have its own image, title, description, and buttons.

Perfect for showing multiple products, offers, or options at once.

<figure><img src="/files/nBx0D8OkCxmqvk1OxoNg" alt=""><figcaption></figcaption></figure>

**Structure:**

* Up to **10 cards** in one message
* Each card has:
  * **Message Body** (max 1024 characters)&#x20;
  * **Card Media Header**
    * Media is mandatory and media for all cards should be same, either all Images or all Videos
    * Accepted file types:&#x20;
      * MP4 within 10MB size, in case of Video Carousel&#x20;
      * JPEG, JPG, PNG within 5MB size, in case of Image Carousel
  * **Card Body Text** (max 160 characters including variable values)
  * **Card Buttons**
    * Can be a mix of quick reply , phone number , and website buttons
    * Minimum of 1 button and maximum of 2 buttons allowed

**Allowed Categories:**

* [x] Marketing

**Example Use Cases:**

* Product catalog or collection highlights
* Event or course listings
* Multi-offer promotional campaigns

## Comparison Summary

| Feature                  | Standard Template                      | Carousel Template                          |
| ------------------------ | -------------------------------------- | ------------------------------------------ |
| **Layout Type**          | Single Card                            | Multi-Card (up to 10)                      |
| **Supported Categories** | Marketing, Utility                     | Marketing only                             |
| **Header Support**       | Text, Image, Video, Document           | Image / Video (mandatory)                  |
| **Button Type**          | Upto 10 buttons allowed.               | Minimum 1 button and maximum 2 are allowed |
| **Best For**             | Notifications, reminders, OTPs, offers | Product showcases, visual promotions       |


# Template Button Types

WhatsApp templates allow businesses to send **interactive messages** that drive quick customer actions. Buttons make these messages more engaging and help users respond or act without typing manually.

There are **two types of buttons** you can add to your templates — **Call-to-Action (CTA)** buttons and **Quick Reply** buttons.

<figure><img src="/files/EmxAcstExJaIbyrrffDM" alt=""><figcaption></figcaption></figure>

## **Call-to-Action (CTA)** Buttons

CTA buttons allow users to perform a direct action such as **visiting a link** or **calling a phone number**.

#### **Types of CTA Buttons:**

* **Visit Website:** Opens a link in the user’s browser.
  * Example: “Track Order” → <https://store.com/order/\\{{1\\}}>
* **Call Phone Number:** Opens the phone dialer with the specified number.
  * Example: “Call Support” → +91 98765 43210

## Quick Reply Buttons

The are predefined response options that appear as clickable buttons within a WhatsApp message. They allow users to **respond instantly** without typing, making conversations faster and more interactive.

Up to 10 quick reply buttons can be added in a single WhatsApp template (Standard Layout).


# Template Statuses

This page explains the different statuses for templates.

Each WhatsApp template requires approval from Meta. So, whenever a new Template is applied, it goes into Pending status and later is either Approved or Rejected.

## Pending

* When you submit a new WhatsApp Template, it goes into <img src="/files/B0pH6w0wk6dQO8y77qsj" alt="Pending" data-size="line"> status.
* It's important to understand that the template approval process is automated by Facebook and may take up to **2 days**. In some cases, it might take even longer.
* Unfortunately, we don't have any control over the speed of approval or the reasons for rejections.

## Approved

After your template has been <img src="/files/QY3TA9hOEVieK65U9cWb" alt="Approved" data-size="line">, you are then able to:

* Schedule broadcasts
* Set up automated drip campaigns

## Rejected

A template may be <img src="/files/NWcO1NVgmEWzwNp4rkSE" alt="Rejected" data-size="line"> for several reasons. Some common causes include:

* Use of URL shorteners (bit.ly, tinyurl, goo.gl, etc.)
* Messages containing misspellings or grammatical errors.
* Inclusion of dummy values in samples
* Template message content not matching the selected language or category.


# Template Guidelines by Meta

## Stay updated with [Meta's Message Template Guidelines ↗](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines)

## Template Rejection

Since all templates created by an account require to be pre-approved by Meta, having the knowledge of template rejection is a must. If your message template(s) have been rejected, it may have been for one of the following reasons:

### Formatting is incorrect

* Proofread your content for spelling and grammar before submitting it for review. Messages with misspellings or grammatical errors may prompt customers to view these messages as spam or a hoax.
* Make sure to use variable parameters (e.g., {{1}}, {{2}}, etc.) and that they have the correct number of curly brackets (i.e., 2 on the left side of the number and 2 on the right side).
* Make sure the parameters are not used with an unknown purpose based on the context. Your template will be rejected if we do not know what goes into a specific parameter —this includes not knowing what media you plan to send in a media message, for example. To avoid this scenario, we strongly recommend that you add a sample.
* Make sure the language selected matches the content of your message template.
  * If you select Spanish as the message template language but the content is in English, your message template will be rejected.
  * Ensure that your content is in a [supported language](https://developers.facebook.com/docs/whatsapp/message-templates/creation#supported-languages). A mixture of languages such as "Hinglish" or "Spanglish" will not be approved.
  * If you’re going to submit a message template for testing your API connection, please ensure it’s in the correct format. Any other variation will be rejected.
    * Message template name: test
    * Content: Hello {{1}}
* Refrain from using a URL shortener for your links (e.g., bit.ly, tinyurl, or goo.gl) because they obscure the intended link destination.
* The URL domain in your links should belong to your business.

### Violates WhatsApp’s Commerce Policy

When you offer goods or services for sale, we consider all messages and media related to your goods or services, including any descriptions, prices, fees, taxes, and/or any required legal disclosures, to constitute transactions. Transactions must comply with the [WhatsApp Commerce Policy](https://business.whatsapp.com/policy).

### Violates WhatsApp’s Business Policy

* Do not request sensitive identifiers from users. For example, do not ask people to share full-length individual payment card numbers, financial account numbers, National Identification numbers, or other sensitive identifiers. This also includes not requesting documents from users that might contain sensitive identifiers.
* A survey after an experience is fine, but do not submit a survey or poll to collect unrelated data from users.\
  Example: “Hi, we're interested in knowing how you feel about certain food groups. Do you mind participating in a survey?”

### Contains potentially abusive or threatening content

Some examples of this include the following:

* Message templates that threaten customers with a legal course of action will be rejected.
* Message templates that threaten to add customers to a WhatsApp group with their friends and family to shame them if they don't pay back their loans will be rejected.


# How-Tos


# Create Templates


# How to Create a WhatsApp Template (Standard layout)?

{% embed url="<https://youtu.be/-dzpo3GZ-dk?si=bESx_4FTNgJSYy6z>" %}

### Steps  <a href="#navigate-to-the-templates-page" id="navigate-to-the-templates-page"></a>

1. Begin by navigating to the templates page. Click on **Create WhatsApp Template.**
2. Enter template name
3. **Choose type -** Select the type as **Standard.**
4. **Choose category**\
   For category, you can choose between [**Utility**](broken://pages/WrOXS6d8HFQJTzRdz9lS) (which is suitable for sending notifications) or [**Marketing**](broken://pages/Ww5iYLPMpG1WXVDG6pF5) (which is suitable for promotional content)

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>Note: For <a href="/pages/PMAoVeOQFLalGxjErPBC#promotional"><strong>Promotional Broadcasts</strong></a>, the <strong>Marketing</strong> category is the most appropriate.</p></div>
5. **Choose language**\
   Choose a language that aligns with the content of the Template Message. Make sure the content of the Template Message matches the selected language. The template will be rejected if the content is in a different language or a mixture of languages that includes both the selected language and another.

   **For example:**

   If you selected Spanish, but your content is in English, or the content is a mixture of languages containing both Spanish and English, your template might get rejected.
6. After selecting your preferences, click on **Create Template**
7. **Add media header -** On the template editor page, you will have the option to include an [image, document, or video](/overview/messaging-channels/whatsapp/concepts#supported-media-types) with the template. For this example, select image from the dropdown.
8. **Enter message body -** Enter the message you want to send to the users inside the message body, insert emoji, format text (bold, italics, strikethrough, code), and include variables to personalize the template while using it in broadcasts/campaigns/chat.  To add dynamic data to personalize template messages click on <mark style="background-color:green;">"+ Add Variable"</mark> when filling message body.
9. **Add footer text** - While it's not mandatory, we recommend including the text ***`"Reply with 'UNSUB' to unsubscribe"`*** in the footer section for ease of unsubscribing.
10. **Add buttons** - You can also [add buttons](/product-modules/templates/whatsapp-templates/how-tos/create-templates/how-to-add-buttons-in-whatsapp-templates) that prompt user actions when clicked. &#x20;
    1. You can add upto 10 buttons (CTAs or QuickReply).
    2. You can add a maximum of 2 Website and 1 Call button in a standard template.
11. Click on <img src="/files/Vbj8JW3JhHhSFwsadaSc" alt="Next" data-size="line"> and you will be asked to provide sample values. Add the sample values for text, media etc.&#x20;

    <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>You should provide specific and meaningful values for the variables you have added in both the message body, URL or media.</p><p>These sample values mustn't be placeholders or meaningless, as <strong>using dummy values may result in the rejection of your templates</strong>.</p></div>
12. Click on <img src="/files/FLGQRO5xKT9PjmbYz8Mq" alt="Submit" data-size="line"> to submit the WhatsApp Template to Meta for Approval.
13. Once submitted, the Template will be applied and will appear in the list in <img src="/files/HDywy1DaB3Z3ighATZze" alt="Pending" data-size="line"> status.
14. You can check the approval status later on the broadcasts panel. Usually, Template Approval is quick, but sometimes it can take 1-2 days too.&#x20;
15. Template statuses are auto-synced at a set interval. To get the latest status early, [Sync Templates](/product-modules/templates/whatsapp-templates/how-tos/sync-templates) and check the latest status.

<details>

<summary>Call to Action Buttons</summary>

Call-to-action buttons can be linked to specific actions.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252F63Huy9RfZ844mSnjhnJO%252Fimage.png%3Falt%3Dmedia%26token%3D3a3ab093-b7a0-465c-b043-ede1b5345033&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=b1cc5a47&#x26;sv=2" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
You can add a maximum of 2 Website and 1 Call button in a standard template.
{% endhint %}

**Call CTA button**

When the "**Call**" button is clicked, it triggers a phone call action on the user's smartphone dialer.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252FF21iTu34wEOO97Jbnq30%252Fimage.png%3Falt%3Dmedia%26token%3Dc90337d8-2da7-4954-8923-89649f6463e3&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=77b2b943&#x26;sv=2" alt=""><figcaption></figcaption></figure>

**Website CTA button**

On the other hand, clicking the "**Website**" button redirects users to a specific landing page or URL.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252Fi1hq2y1pGyrakLruA2nQ%252Fimage.png%3Falt%3Dmedia%26token%3Dfcb88d06-aa94-4e8b-b50f-957b7fb6517b&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=3bf9926&#x26;sv=2" alt=""><figcaption></figcaption></figure>

**Choosing the website button type**

* **Link Tracked Buttons (recommended)**
  * In this type, we track all link clicks that the user does when the template is used in a broadcast/campaign.
  * The link for the button is to be provided while sending the template to the user.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252FI4Me33xCktcO6Z2Vkqq2%252Fimage.png%3Falt%3Dmedia%26token%3D7af12325-1ebe-4e19-8eea-7ce359430d1e&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=620c8a10&#x26;sv=2" alt=""><figcaption></figcaption></figure>

* **Dynamic URL**

  * This allows you to secure approval for a URL prefix with a variable, enabling you to modify the landing page URL even after the prefix has been approved.
  * Note - we do not track link clicks for this button type.

  <figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252F6mxiBafaz0PtscgWiSDh%252Fimage.png%3Falt%3Dmedia%26token%3D7bf7b630-2461-41ce-866c-9b8ae9261799&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=e6e79c89&#x26;sv=2" alt=""><figcaption></figcaption></figure>

For instance, if you get the template approved with a Dynamic URL like <https://www.quickreply.ai/>,

you can use any URL starting with the approved prefix, such as:

<https://www.quickreply.ai/whatsapp-templates>

<https://www.quickreply.ai/case-studies>

<https://www.quickreply.ai/blog>

* **Static URL**
  * Alternatively, you can select the Static URL option from the dropdown menu if you don't plan to change it later.
  * Remember to add UTM Parameters in the Static Links if you choose this option

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252FPPwyzIrQvZY8Tw4a2iaL%252Fimage.png%3Falt%3Dmedia%26token%3Dcccc4156-462c-488b-b143-52678c210df8&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=5ad5eb53&#x26;sv=2" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Quick Reply Buttons</summary>

The are predefined response options that appear as clickable buttons within a WhatsApp message. They allow users to **respond instantly** without typing, making conversations faster and more interactive.

Up to 10 quick reply buttons can be added in a single WhatsApp template.

<figure><img src="/files/SsbeiM4QTvc9p70E8Imj" alt=""><figcaption></figcaption></figure>

</details>

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2Flh7-rt.googleusercontent.com%2Fdocsz%2FAD_4nXfIGzQ6ZlS-p_RqwMhh45l6VlzYaw-W86Z_RPJUUg3xyo-EgUVs9Q5bpCwZ2uwy3fJAUgC9iO__j-wiXXhm617ZPCaJjT73-4OlPmviCmdGU30bwqI4vOIbiJWYq2TBNo4KXSc0Qg%3Fkey%3DikJb67s_LUtRjyQXg3uOnmin&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=64c3369d&#x26;sv=2" alt=""><figcaption></figcaption></figure>

***


# How to Create a WhatsApp Template (Carousel layout)?

{% embed url="<https://youtu.be/kCi-PhVHBmw?si=MuG85-kmQ-t92plP>" %}

### Steps

1. Navigate to the Templates page. Click on **`Create WhatsApp Template`** .
2. Enter template name - Enter the name of the template you wish to create.
3. Choose type and category - Select the category as **`Marketing`** and choose the type as **`Carousel`**, and click on `Create`.
4. Add message body - Type some text for the message bubble; include variables if required.
5. Add carousel cards - Minimum of 1 and Maximum of 10 cards are allowed.&#x20;
   1. For the first card, select the **`Card Header (media) Type`**. Once selected, its fixed for all the cards.&#x20;
   2. Add the **Card Body** (use variables for dynamic values)
   3. [Add CTA buttons](/product-modules/templates/whatsapp-templates/how-tos/create-templates/how-to-add-buttons-in-whatsapp-templates) - one is mandatory.

      <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>If you attempt to change the header or button type/order of any card, you will receive a warning that changing this change will be effective for all other cards.</p></div>
6. Click on <img src="/files/Vbj8JW3JhHhSFwsadaSc" alt="Next" data-size="line"> and you will be asked to provide sample values. For each card provide sample values.&#x20;

   <div data-gb-custom-block data-tag="hint" data-style="info" class="hint hint-info"><p>You should provide specific and meaningful values for the variables you have added in both the message body, card body, URL, or media.</p><p>These sample values mustn't be placeholders or meaningless, as <strong>using dummy values may result in the rejection of your templates</strong>.</p></div>
7. Click on <img src="/files/FLGQRO5xKT9PjmbYz8Mq" alt="Submit" data-size="line"> to submit the WhatsApp Template to Meta for Approval.
8. Once submitted, the Template will be applied and will appear in the list in <img src="/files/HDywy1DaB3Z3ighATZze" alt="Pending" data-size="line"> status.
9. You can check the approval status later on the broadcasts panel. Usually, Template Approval is quick, but sometimes it can take 1-2 days too.&#x20;
10. Template statuses are auto-synced at a set interval. To get the latest status early, [Sync Templates](/product-modules/templates/whatsapp-templates/how-tos/sync-templates) and check the latest status.


# How to add Buttons in WhatsApp Templates?

There are 2 types of WhatsApp Template Buttons: CTA and QuickReply.ai&#x20;

## Website CTA Button

Clicking the "**Website**" CTA button redirects users to a specific landing page or URL.

When you add the Website CTA Button, you are asked to type in the **`Website`` ``Button Text`** that the user sees.

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252Fi1hq2y1pGyrakLruA2nQ%252Fimage.png%3Falt%3Dmedia%26token%3Dfcb88d06-aa94-4e8b-b50f-957b7fb6517b&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=3bf9926&#x26;sv=2" alt=""><figcaption></figcaption></figure>

### **Link Tracking**

{% hint style="info" %}
By default, QuickReply tracks each and every link link on an individualised basis. Hence the **`Link Tracking`** is enabled by default. We highly recommend not to disable this as it results in tracking of link clicks and impact optimisations for future.&#x20;
{% endhint %}

* **Link Tracking - ON (recommended)**
  * In this type, we track all link clicks that the user does when the template is used in a broadcast/campaign.
  * The URL for the button is to be provided while sending the template to the user. Its not needed while we are applying for the template.
* **Link Tracking - OFF**
  * If you plan to switch off the Link Tracking, you have to choose the **`URL Type`**.
    * Types of URL Types - Static / Dynamic

{% tabs %}
{% tab title="Static URL" %}
If you plan to use the same static URL for each user, you can choose this option. Remember to add UTM Parameters in the Static Links if you choose this option.&#x20;

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252FPPwyzIrQvZY8Tw4a2iaL%252Fimage.png%3Falt%3Dmedia%26token%3Dcccc4156-462c-488b-b143-52678c210df8&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=5ad5eb53&#x26;sv=2" alt="" width="375"><figcaption></figcaption></figure>
{% endtab %}

{% tab title="Dynamic URL" %}
If you plan to use the dynamic URLs for each user, you can choose this option. In this prefix gets fixed, but you can choose to have dynamic suffix for each URL.\
\
For example

* If you get the template approved with a Dynamic URL like <https://www.quickreply.ai/>
* You can use any URL starting with the approved prefix, such as:
  * <https://www.quickreply.ai/whatsapp-templates>
  * <https://www.quickreply.ai/case-studies>
  * <https://www.quickreply.ai/blog>

<figure><img src="/files/mpS3tX4T83kzsZzMElug" alt="" width="375"><figcaption></figcaption></figure>
{% endtab %}
{% endtabs %}

## Call CTA Button

When the "**Call**" button is clicked, it triggers a phone call action on the user's smartphone dialer. To add this, just add the button, add the **`Call button text`** and add the destination phone number.&#x20;

<figure><img src="https://docs.quickreply.ai/~gitbook/image?url=https%3A%2F%2F1325107618-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FePPO97Ju334NhhCzTEZP%252Fuploads%252FF21iTu34wEOO97Jbnq30%252Fimage.png%3Falt%3Dmedia%26token%3Dc90337d8-2da7-4954-8923-89649f6463e3&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=77b2b943&#x26;sv=2" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
The phone number cannot be dynamic
{% endhint %}

## QuickReply Button

When you wish to give pre-defined responses to user, you can choose this button. Usually, these are used along with chatbots to provide an automated and interactive engagement. \
To add this button, just add in template and define the Button Text.

&#x20;

<figure><img src="/files/55EfNzuytQD03sfienyM" alt="" width="375"><figcaption></figcaption></figure>


# Map Variables in Template

When creating WhatsApp templates for business messaging, one of the most critical steps is mapping variables accurately. Variables (often referred to as placeholders like `{{1}}`, `{{2}}`, etc.) allow you to personalize messages dynamically—such as adding customer names, order IDs, or delivery dates. Proper variable mapping ensures that the right data is inserted into each placeholder when the template is sent, leading to a contextual, personalized experience for the end-user. This process is essential for compliance with WhatsApp’s policies, improving engagement, and maintaining message clarity. In this guide, we’ll explore how variable mapping works, best practices, and common pitfalls to avoid.

## Mapping Variables

{% stepper %}
{% step %}

#### Select template

Go to journeys or broadcasts and select a template which has variables. For this example, we are using Abandoned cart template.

<figure><img src="/files/JzO2NVBQa9rhYo2xLOAH" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

#### Add Variables

#### 1. Click on "+ Dynamic Variable"

<figure><img src="/files/nRnh8xRrqCXnLDBolnDv" alt=""><figcaption></figcaption></figure>

#### 2. Select Source of the Dynamic value and Field Name

<figure><img src="/files/KVm1LA0WRUQPFqWom4Gg" alt=""><figcaption></figcaption></figure>

#### 3. Add Fallback (optional)

* Define fallback values for variables to avoid broken or awkward messages.
* Click on add fallback
*

```
<figure><img src="../../../../.gitbook/assets/image (85).png" alt=""><figcaption></figcaption></figure>
```

{% endstep %}

{% step %}

#### Save and continue

{% endstep %}
{% endstepper %}


# Archive Templates

Archiving a template allows businesses to hide outdated or unused WhatsApp templates from the active list without permanently deleting them. This helps keep the workspace organized while retaining pas

## **How to Archive a WhatsApp Template in QuickReply?**

* Navigate to the **Templates** dashboard on the QuickReply app.

<figure><img src="/files/SFNzP6U0LHzX3gyKs3gB" alt=""><figcaption></figcaption></figure>

* Locate the template you want to archive.

<figure><img src="/files/FqDpF9CdvbRa6YeL14Yw" alt=""><figcaption></figcaption></figure>

* Click the **More Options (⋮) button** next to the template name.

<figure><img src="/files/2MUEbvkeB78LfEu6mMdd" alt=""><figcaption></figcaption></figure>

* Select **Archive** from the dropdown menu.

<figure><img src="/files/Se1FiTJfCtdoLnhBQr1J" alt=""><figcaption></figcaption></figure>

* The template will now be moved to the **Archived Templates** section, making it inactive and unavailable for selection in broadcasts or automated flows.

<figure><img src="/files/CGoemPm6945Vj5weUjoD" alt=""><figcaption></figcaption></figure>


# Sync Templates

WhatsApp templates are managed via Meta (WhatsApp API). The Sync Templates feature ensures that all approved, rejected, or modified templates from the WhatsApp Business API are updated and reflected c

## **How to Sync WhatsApp Templates in QuickReply?**

* Go to the **Templates** dashboard

<figure><img src="/files/SFNzP6U0LHzX3gyKs3gB" alt=""><figcaption></figcaption></figure>

* Click the **More Options (⋮) button** next to the Create New Template button

<figure><img src="/files/0GU9XX76W0Cq5yU9vga3" alt=""><figcaption></figcaption></figure>

* Click the **Sync with WhatsApp** button. QuickReply will fetch the latest status of all templates from Meta’s WhatsApp API. Once completed, all updates, including newly approved or rejected templates, will be reflected in the dashboard.

<figure><img src="/files/G9O6n3AOrW97MMbmdiJX" alt=""><figcaption></figcaption></figure>


# Clone Templates

Cloning a template allows businesses to duplicate an existing WhatsApp template and make modifications without starting from scratch. This is useful when creating variations of a message with minor ed

## **How to Clone a WhatsApp Template in QuickReply?**

1. In the **Templates** dashboard, find the template you want to duplicate.

<figure><img src="/files/3sWrRhv1dYvvwAjnewZA" alt=""><figcaption></figcaption></figure>

2. Click the **More Options (⋮) button** next to the template and select **Clone** from the dropdown menu.

<figure><img src="/files/AKGrxAdPmi92XIEokhQX" alt=""><figcaption></figcaption></figure>

3. A new template draft will be created, but you can edit the template name and category.

<figure><img src="/files/iQmSW4a8rOIHLc3Ttm2a" alt=""><figcaption></figcaption></figure>

4. It will contain the same text and media as the original since it's a cloned version, but editing is possible for these too.

<figure><img src="/files/F7IS2qWiPjLof1dkrcmz" alt=""><figcaption></figcaption></figure>

5. Modify the content as needed and submit it for approval.

<figure><img src="/files/sg7KaMXtTjG7VVXkjM49" alt=""><figcaption></figcaption></figure>


# Get the Template Id

Each approved WhatsApp template is assigned a unique Template ID by Meta. This ID is used to track and reference templates within API calls, automation, and integrations.

## **How to Find the ID of WhatsApp Template in QuickReply?**

* Open the **Templates** section.

<figure><img src="/files/SFNzP6U0LHzX3gyKs3gB" alt=""><figcaption></figcaption></figure>

* Locate the template you need the ID for.

<figure><img src="/files/FqDpF9CdvbRa6YeL14Yw" alt=""><figcaption></figcaption></figure>

* Click the **More Options (⋮) button** next to the template.

<figure><img src="/files/nIkDfZLhHsrSkWApTy24" alt=""><figcaption></figcaption></figure>

* Select the option to **Copy Template ID**

<figure><img src="/files/nUeLNlvqfYKXk5BCMvsP" alt=""><figcaption></figcaption></figure>


# Template Variants


# Overview

Template Variants let you create multiple **approved** versions of the same WhatsApp message template and group them together. If your primary template ever gets **paused or disabled by Meta**, QuickReply will automatically switch to the next active variant, so your broadcasts, journeys, campaigns, and conversations continue without interruption. This reduces failures, protects conversion rates, and gives marketers control when Meta’s moderation changes status unexpectedly.


# Concepts

### **Variant groups**

* Variants live inside a **group** that inherits the name of the original template.
* Each variant is marked as `var1`, `var2`, and so on.
* You can preview individual variants and see group-level status in the dashboard.

### **What can change vs. what cannot**

* **You can edit:** Body text and footer.
* **You cannot change:** Header type, number of variables, button structure (these must match the parent template).

### Categories & status

A group can contain **Utility**, **Marketing**, or a **mix** of both.

A group may be:

* **Marketing** (all variants are Marketing),
* **Utility** (all variants are Utility), or
* **Mixed** (contains both). The UI shows “Mixed” with an info note in that case.

<figure><img src="/files/TiQvgZIuPs3IMsifacGL" alt=""><figcaption></figcaption></figure>

### Status in a Group

Each variant has a Meta status. The group’s overall status surfaces by priority:

* **Approved** (shown even if only one is approved; an alert icon appears if not all are approved),
* **Pending** (shown if none are approved yet), or
* **Rejected** (shown if all are rejected).

<figure><img src="/files/2khZzaeUtwe4jmvFWFw3" alt=""><figcaption></figcaption></figure>

### Fallback order

* On a send, if the primary template is paused/disabled, the system picks the next **approved** variant.
* When both Utility and Marketing variants exist, the system prefers **Utility** first, then **Marketing**; within the same category, the approved template, in order of creation (oldest to newest), variant is chosen.
* Retries reuse the **active** variant. If all retries fail due to healthy-ecosystem errors, the **Utility fallback** is used. Alerts are raised if all variants in a group are rejected.

### Where can you use it?

Variant groups are selectable in **Journeys**, **Broadcasts** and **Conversations**. The preview shows the **active** variant that would be sent right now.


# Start using Template Variants

{% embed url="<https://youtu.be/FxTkBQfqgdo>" %}

### Create your first variant group

{% stepper %}
{% step %}

### Open Templates → Select a template → Add Variant.

This creates a **group** if one doesn’t already exist and pre-fills the new variant with the parent’s body and footer.
{% endstep %}

{% step %}

### **Pick the type** in the modal

* **Standard:** choose **Marketing** or **Utility**.
* **Carousel:** only **Marketing** is available.
  {% endstep %}

{% step %}

### Name & rules

We prefill the name using a convention like `GroupName_v1`. Keep the header, variables, and buttons identical to the parent; edit only **Body** and **Footer**. Use the **Add variable** button until you’ve matched the parent’s variable count.
{% endstep %}

{% step %}

### Submit for approval

Monitor status in the dashboard. A group becomes “ready” as soon as at least one variant is **Approved**.
{% endstep %}
{% endstepper %}

### Manage variants in a group

* **Add Variant:** Creates another variant; editable fields inherit from the variant you clicked from.
* **Clone as New Template:** Copies a variant **outside** the group as a standalone template.
* **Archive:** Archives that single variant (it leaves the group).
* **Search & list:** Searching shows the **group**; pagination lists items at the variant level.

### Use in Journeys and Broadcasts

* **Choose Template Variant Group** wherever you would normally select a template.
* **Preview** shows the active variant that will be sent **right now**, based on statuses and priorities.
* **Launch** as usual, delivery continuity is handled by the fallback logic behind the scenes.


# FAQs

### Best Practices

* **Create at least 2–3 variants** per high-impact message (e.g., COD-to-Prepaid nudges, promotions) to hedge against Meta status swings.
* Keep **variables identical** across variants; only refine **copy** (synonyms, phrasing, CTA).
* Maintain a **Utility version** where eligible to take advantage of the priority logic.
* Review the group **status badges** before big sends; aim for **≥1 Approved** variant at all times.
* Use **“Clone as New Template”** if you need a standalone asset outside the group.

### FAQs

**Q: My variant keeps hitting variable limits.**\
A: The number of variables is dictated by the parent template. You can use **up to** that count—no more. Consider rewording to fit existing placeholders.

**Q: The wrong variant preview is showing.**\
A: Previews show the **active** variant based on current statuses and rules (Utility first, then Marketing, newest first). If statuses change, the preview updates accordingly.

**Q: Can I change buttons or header type in a variant?**\
A: No. Structure (header type, buttons, variable count) must match the parent. Only **Body** and **Footer** can change.

**Q: What if every variant gets rejected?**\
A: The group shows **Rejected**, an **alert** is raised, and the system reverts to standard retry/fallback behavior until an **Approved** variant exists again.


# Campaigns


# Overview

## **What is a Drip Campaign?**

A **Drip Campaign** is an automated sequence of WhatsApp messages that are sent to users based on specific triggers and timed intervals. Unlike one-time broadcasts, drip campaigns are designed to **nurture, engage, and convert** users through a series of contextual and personalized messages.

## **Why Use Drip Campaigns?**

* To **automate communication** over a series of touchpoints without manual intervention.
* To ensure timely and relevant messaging **based on user behavior or journey stage**.
* To increase **conversion rates**, recover lost revenue, and **build long-term relationships**.

## Benefits of Drip Campaigns on QuickReply

QuickReply’s Drip Campaigns are not just automation—they’re **intelligent engagement workflows** built for performance. Here’s how you gain a competitive edge:

* **Behavior-Based Triggering**\
  Trigger drips based on **real-time customer actions** like abandoned checkouts, product views, order updates, or even custom webhook events—no need for external tools.
* **Advanced Filtering & Segmentation**\
  Use Smart Filters to hyper-target users based on attributes like purchase history, tags, order value, and more—ensuring messages reach the most relevant users.
* **Native WhatsApp Integration with Smart Delays**\
  QuickReply handles **24-hour messaging compliance**, lets you add optimal delays, and lets you send follow-ups only during active hours, reducing drop-offs.
* **Bot + Human Hybrid Journeys**\
  Seamlessly integrate bots into your drip flow for FAQs, interest capture, or lead qualification. Instantly escalate to agents for high-intent users—**no dead ends**.
* **Fail-Safe Exit Conditions**\
  Avoid over-messaging by setting up flexible exit rules (like “reply received” or “order placed”), ensuring users drop off the flow once the goal is achieved.
* **Shopify-Ready Triggers**\
  If you’re a Shopify store, QuickReply comes with **plug-and-play triggers** for cart recovery, COD confirmation, order updates, and more—no custom setup required.
* **Centralized Campaign Management**\
  View performance metrics, edit flows, pause/resume campaigns, and download reports—all from a single dashboard.

## Use Cases: Drip Campaigns for D2C & B2B Brands

Whether you sell directly to consumers or work with clients and partners in a B2B setup, QuickReply’s Drip Campaigns are flexible enough to serve a wide range of customer journeys.

### **🛍 For D2C Brands (Shopify & E-commerce)**

<table data-view="cards"><thead><tr><th data-type="content-ref"></th><th></th></tr></thead><tbody><tr><td><a href="/pages/LyxGVdtpQuMbWCXTGwCl">/pages/LyxGVdtpQuMbWCXTGwCl</a></td><td>Automatically follow up with users who’ve viewed specific products but didn’t take action—nudge them back with offers, reviews, or social proof.</td></tr><tr><td><a href="/pages/cFpEAzEIvsltsydwM69g">/pages/cFpEAzEIvsltsydwM69g</a></td><td>Remind users to complete their checkout with contextual messages and time-sensitive nudges. Include links to resume the cart or offer assistance.</td></tr><tr><td><a href="/pages/rBvaDhQnU8j24L2ZeZtZ">/pages/rBvaDhQnU8j24L2ZeZtZ</a></td><td>Trigger a message asking customers to confirm their Cash on Delivery orders—reducing RTOs and boosting delivery efficiency.</td></tr><tr><td><a href="/pages/6mRVWPQQhtNHN0TOGQYz">/pages/6mRVWPQQhtNHN0TOGQYz</a></td><td>Incentivize prepaid orders with discounts or faster shipping options. Reduce COD-related risk and improve cash flow.</td></tr><tr><td><a href="/pages/0dy3lYoKoAEmeoByeXqE">/pages/0dy3lYoKoAEmeoByeXqE</a></td><td>Send post-order confirmation messages with next steps, customer support options, or upsell suggestions.</td></tr><tr><td><a href="/pages/vtLbwgtGhCU5F8DwjTtr">/pages/vtLbwgtGhCU5F8DwjTtr</a></td><td>Keep customers updated with automated messages for order dispatch, out-for-delivery, or delivery confirmation—minimizing support queries.</td></tr><tr><td><a href="/pages/6AiprarVhZuZ98667omI">/pages/6AiprarVhZuZ98667omI</a></td><td>Post-delivery, request product ratings or service feedback. Automate follow-ups if no response is received.</td></tr><tr><td><a href="/pages/LaRo8sgx4pkVvf7Yjff5">/pages/LaRo8sgx4pkVvf7Yjff5</a></td><td>Recommend complementary products based on purchase behavior, order history, or customer tags—at the right time in the journey.</td></tr></tbody></table>

### **🏢 For B2B Brands (Service Providers, SaaS, Agencies)**

<table data-view="cards"><thead><tr><th data-type="content-ref"></th><th></th></tr></thead><tbody><tr><td><a href="/pages/TcpGAjVtHEFXfop3GmoA">/pages/TcpGAjVtHEFXfop3GmoA</a></td><td>Educate leads over time with use cases, product benefits, and testimonials until they’re ready to convert.</td></tr><tr><td><a href="/pages/vzSg218ZGUxj5jm7aTLG">/pages/vzSg218ZGUxj5jm7aTLG</a></td><td>Guide new clients or users with step-by-step onboarding drips after signup or subscription.</td></tr><tr><td><a href="/pages/j2pVoPPyA2l3lxXjgiej">/pages/j2pVoPPyA2l3lxXjgiej</a></td><td>Automatically follow up after a sales call or demo with additional resources, links, and next steps.</td></tr><tr><td><a href="/pages/JxhOzgtQPFAoicZrezqY">/pages/JxhOzgtQPFAoicZrezqY</a></td><td>Re-engage prospects who’ve received quotes but haven’t responded—remind them before the proposal expires.</td></tr><tr><td><a href="/pages/E7vqTvN4FBtbMkqPTBL3">/pages/E7vqTvN4FBtbMkqPTBL3</a></td><td>Identify dormant clients or leads and re-engage them with new offerings, case studies, or milestone-based prompts.</td></tr><tr><td><a href="/pages/SZeyPEgMOc9FZQWVbPZa">/pages/SZeyPEgMOc9FZQWVbPZa</a></td><td>After project closure or delivery, automatically trigger surveys or check-in messages to gather feedback.</td></tr></tbody></table>

***


# How to Create a Drip Campaign

This module guides you through the complete process of building an automated WhatsApp drip campaign in QuickReply—from setting up the initial trigger to defining the exit conditions. Each step can be customized to match your business flow.

## **Trigger & Filters**

### **Navigate to Campaigns in the QuickReply App**

Go to the **‘Campaigns’** tab from the main menu in your QuickReply dashboard. Click **‘Create New Campaign’** to begin setting up your campaign.

<figure><img src="/files/r4zKuRaJAXIzBR3eqrfN" alt=""><figcaption></figcaption></figure>

### **Select the Trigger Event**

Type in a preferred name for your campaign.\
Now choose a **Campaign Trigger- an event that will initiate the campaign**. Triggers define when a user should enter your drip workflow. Triggers for Shopify users can include:

* **Order placed**
* **Order shipped**
* **Order fulfilled**
* **Abandoned checkout**
* **Product viewed**
* **Custom events via API**

<figure><img src="/files/itj6LTEhVrKyKKIKO41x" alt=""><figcaption></figcaption></figure>

### Select a Campaign Category

From the dropdown given, choose between a Promotional or a Transactional campaign. This determines how WhatsApp will classify and process your messages, and it also impacts what type of templates you can use.

{% tabs %}
{% tab title="Promotional Campaign" %}
**What It Means:**\
Promotional campaigns are used to send marketing, advertising, or awareness messages to users. These messages are intended to drive conversions, boost engagement, or announce offers.

**Examples:**

* “Get 10% off your next order! Offer ends today.”
* “New product launch—check it out now!”
* “We miss you! Here’s a reward to come back.”

**Key Points:**

* You must use **Marketing templates** that are approved under Meta's marketing category.
* Customers must have **opted in** to receive marketing messages.
* There are [**frequency**](/overview/messaging-channels/whatsapp/concepts#frequency-capping) **and** [**quality rules**](/overview/messaging-channels/whatsapp/concepts#quality-rating) from Meta—too many sends without engagement may affect delivery rates.
  {% endtab %}

{% tab title="Transactional Campaigns" %}
**What It Means:**\
Transactional campaigns are used to send critical information about orders, services, or account updates. These messages are **non-promotional** and often part of service workflows.

**Examples:**

* “Your order #12345 has been shipped.”
* “Reminder: Your appointment is tomorrow at 10:30 AM.”
* “Please confirm your COD order by replying YES.”

**Key Points:**

* Must use **Utility or Authentication** templates only.
* These templates are strictly monitored—**sending promotional content via transactional messages can lead to template rejection or number blocks**.
* Ideal for operational, service-based communication.
  {% endtab %}
  {% endtabs %}

<figure><img src="/files/XLfZFE8nKvxx38iTJJmx" alt=""><figcaption></figcaption></figure>

### **Define Data Filters for the Trigger Event (Optional but Recommended)**

Add filters to narrow down which users qualify to enter the drip campaign. For example:

* **Order amount > ₹1000**
* **Customer tag = VIP**
* **Product Category = Shoes**

These filters help you personalize your campaigns to specific customer segments.

<figure><img src="/files/An7OVft38BxDT4WU9uQK" alt=""><figcaption></figcaption></figure>

### **Things to Keep in Mind**

* If no filters are applied, the drip will trigger for **all users** who meet the main event condition.
* Make sure filters don’t contradict each other—this may prevent eligible users from entering the campaign.

***

## **Workflow**

### **Select a WhatsApp Template**

Choose the **approved WhatsApp template** you want to use for each step in the workflow.

<figure><img src="/files/htfQmD0HU3DPYhmKpRgY" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/j7sTLoAUTYXiwRrmyf2z" alt=""><figcaption></figcaption></figure>

### **Provide Content for Variables**

When using templates that contain dynamic fields or buttons, QuickReply allows you to map those variables to specific customer or order data. This ensures messages feel personalized and relevant—without manual editing.

#### **Text Variables (e.g., {{name}}, {{order\_id}}, etc.)**

These are standard placeholder fields within your template content. You can:

* Map them to customer attributes (like name, email)
* Map them to Shopify order/fulfilment fields
* Manually enter fallback values if needed

<figure><img src="/files/FGpTSY8f0CVUHSXhNnqI" alt=""><figcaption></figcaption></figure>

**Example:**\
Template:

> “Hi {{name}}, your order {{order\_id}} is being packed. You’ll receive a tracking link soon.”

Mappings:

* `{{name}}` → Customer First Name
* `{{order_id}}` → Order ID from Shopify

***

#### **Button Variables (CTA Links)**

If your template includes **call-to-action (CTA) buttons**, you can dynamically generate the button URLs using customer/order/fulfilment data.

**1. Customer Data**

Use data specific to the customer like phone, email, or user ID.

**Example:**

* Button: **“View Profile”**
* URL: `https://yourcrm.com/user/{{phone_number}}`
* Mapping: `{{phone_number}}` → Customer’s mobile number

**2. Order Data**

Dynamically insert order details into your CTA links for tracking, reordering, etc.

**Example:**

* Button: **“Track Order”**
* URL: `https://yourstore.com/orders/{{order_id}}`
* Mapping: `{{order_id}}` → Shopify Order ID

**3. Fulfilment Data**

Generate tracking or invoice links based on fulfilment details (like courier, tracking number).

**Example:**

* Button: **“Track Shipment”**
* URL: `https://courierpartner.com/track/{{tracking_number}}`
* Mapping: `{{tracking_number}}` → Fulfilment tracking number from Shopify

<figure><img src="/files/vAXpQCj3A7hYk3RNz8Ox" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/L49KvJqVKnL2iKYZ3nyD" alt=""><figcaption></figcaption></figure>

#### **Things to Keep in Mind**

* All button URLs must start with **https\://**
* If a variable is **missing or null** for a user, the button may not render correctly—so always define fallbacks or use exit conditions.
* Do **not include promotional buttons** in **transactional templates**, as this violates WhatsApp policy.

### **Configure Delay & Timing**

For each message step, define the delay between this step and the previous one:

* Delay can be set in **minutes, hours, or days**

<figure><img src="/files/KQ2PO7yzVwNmxlimtm5Z" alt=""><figcaption></figcaption></figure>

### **Set Up Bot Mapping**

You can enable **Bot Mapping** if you expect replies to your drip messages:

* Use it to automatically respond or escalate the conversation
* Assign a bot flow to each template step for **2-way engagement**

<figure><img src="/files/PtQPjnTOcMfTdkDU3x7T" alt=""><figcaption></figcaption></figure>

### **Things to Keep in Mind**

* Drips work best when spaced out logically—avoid overwhelming users with back-to-back messages.
* Bots must be mapped correctly to the **intent** of the message.

***

## **Exit Conditions**

### **Define When Users Should Exit the Campaign**

Set up exit rules to determine when a user should **stop receiving messages** in the sequence. Common exit conditions include:

* **User replies to any message** in the campaign
* **Order status is updated** (e.g., from pending to fulfilled)
* **The customer makes a purchase**
* **A custom tag is added** to the user profile (e.g., “Converted”)

### **Configure Exit Checkpoints**

You can apply exit conditions:

* Globally (for the entire campaign)

<figure><img src="/files/N5KawqGhAPTA5U2RI4nv" alt=""><figcaption></figcaption></figure>

### **Things to Keep in Mind**

* Exit rules are critical for user experience—if not set, users may receive irrelevant follow-up messages.
* Use tags or webhook events to create custom exit paths for advanced workflows.


# How to Edit a Drip Campaign

## **Navigate to the Campaigns Dashboard**

In the **Campaigns** section on the QuickReply App, scroll through your campaign list or use filters to search by name, status, etc.

<figure><img src="/files/tIv3ktO887rwVP8oDfty" alt=""><figcaption></figcaption></figure>

## **Open the Campaign for Editing**

Click on the **Edit** button next to the campaign you want to modify.

<figure><img src="/files/xyWF8oHVSezBuc3IhjZl" alt=""><figcaption></figcaption></figure>

## **Modify Steps**

* You can adjust the **workflow steps**, delays, or bot mappings.

<figure><img src="/files/qf5jXusNhaIA4EhmgQJY" alt=""><figcaption></figcaption></figure>

* Data filters can also be changed, but the Campaign Trigger remains permanent.

<figure><img src="/files/MJUJu2I7gkNDumwjh5XB" alt=""><figcaption></figcaption></figure>

* Exit rules can be updated at any time.

<figure><img src="/files/87pQku4dBdDvWzKiBYQ7" alt=""><figcaption></figcaption></figure>

## **Save and Launch the Campaign**

After editing, click **Save & Launch** to publish the campaign with applied changes.

<figure><img src="/files/Lj8ChFmujUP1pJWKxRp8" alt=""><figcaption></figcaption></figure>


# How to Pause a Drip Campaign

## **Navigate to the Campaigns Dashboard**

Go to the **Campaigns** section and locate the campaign you want to pause.

<figure><img src="/files/CPlKWIJ3P6rv2Y3k7Ihu" alt=""><figcaption></figcaption></figure>

## **Select the Pause Button**

Locate and click on the **More Options Icon (...)** towards the right of the listed campaign.

Select the **Pause icon (⏸)** and confirm your choice to stop the campaign immediately for all new entries.

<figure><img src="/files/dYEPfRDwzaMamhVr40Df" alt=""><figcaption></figcaption></figure>

## **What Happens When You Pause a Campaign?**

* New users **won’t enter** the campaign while it’s paused.
* Users already mid-way in the drip will **not receive further messages** until the campaign is resumed.

<figure><img src="/files/m5VdrelKsEA6lLG0jGi5" alt=""><figcaption></figcaption></figure>

## **Resume When Ready**

You can **resume** the campaign at any time by clicking on the **Resume button**.

<figure><img src="/files/Vhkaam3crTm2tB9GN358" alt=""><figcaption></figcaption></figure>

## **Limitations to Keep in Mind**

* Pausing does not cancel existing delays. If resumed later, users may receive queued messages unless manually removed.
* For time-sensitive drips (e.g., delivery notifications), pausing may cause misalignment with real-world events.


# Sample Drip Campaigns for Shopify Users


# Product Browsing Recovery

## Best Practices for running a product browse recovery campaign

**What to do:**

* Use **multi-step nudges** instead of one-off reminders.
* **Personalize** based on user type (new vs returning).
* Include **social proof**, product quality assurance, and **feedback capture**.

**How to do:**

1. **15 mins later**: Reminder about the browsed product with **testimonials** or user reviews.
2. **4 hours later**: Highlight **product quality, hygiene**, or brand trust—especially for new users.
3. **24 hours later**: Send a **limited-time discount offer**.
4. **48–72 hours later**: Request **feedback** on why they didn’t purchase.

**Why this works:**

* Keeps the product top-of-mind.
* Supports high AOV users who need more time.
* Helps low AOV products stay competitive.
* Feedback aids in better segmentation and future targeting.

## Sample templates for a product browse recovery campaign

<div><figure><img src="/files/hp58zl35dRvzCVX2fY4Z" alt=""><figcaption><p><strong>15 mins later</strong></p></figcaption></figure> <figure><img src="/files/q0iJaZ5Ge4873IjJo6se" alt=""><figcaption><p><strong>4 hours later</strong></p></figcaption></figure> <figure><img src="/files/IwBioz95ngwo5NiPAP2Y" alt=""><figcaption><p><strong>24 hours later</strong></p></figcaption></figure> <figure><img src="/files/9zioLzq3J0ZER3vti7lu" alt=""><figcaption><p><strong>48–72 hours later</strong></p></figcaption></figure></div>


# Abandoned Cart Recovery

## Best Practices for running an abandoned cart recovery campaign

**What to do:**

* Run **drip campaigns** with a mix of reminders, benefits, and incentives.
* **Segment messaging** by user type.

**How to do:**

1. **10 mins later**: Friendly reminder with cart summary.
2. **3 hours later**: Share product USPs or customer reviews.
3. **12 hours later**: Introduce a **discount or incentive**.
4. **36–48 hours later**: Ask for **feedback** on why they didn’t check out.

**Why this works:**

* Gradual persuasion helps in hesitant buying scenarios.
* Personalized hooks for new and returning users increase chances of recovery.

## Sample templates for an abandoned cart recovery campaign

![Casual Reminder](/files/WA8YQDtaGNIsrI51dhZx) ![Brand's USP](/files/7rn1l912MYrnEZimPyvr) ![First Discount](/files/Oo2l8QmgcvI8PGgHkytV) ![Second Discount (with Validity)](/files/Vk1Uz1GPsmyDWImYlRQS) ![Feedback cum Reminder](/files/5C5TEZb2yIrU7A9TlhnV)


# COD Confirmation

## Best Practices for running a COD confirmation campaign

**What to do:**

* Always confirm orders with at least **2 nudges**.
* Include an **address confirmation** option.

**How to do:**

1. **Immediately after the order**: Ask to confirm COD order and shipping address.
2. **6 hours later**: Reminder to confirm with urgency ("Limited stock").

**Why this works:**

* Reduces RTOs by confirming buyer intent.
* Fixes failed deliveries due to address issues.

## Sample templates for a COD confirmation campaign

![Immediately after the order](/files/HKcKaxkOlwDaYQQlO3ri) ![6 hours later](/files/vVxGNQnUAIo7vOmvV8pF)


# COD to Prepaid

## Best Practices for running a COD to prepaid campaign

**What to do:**

* Offer **discounts or incentives** to convert COD to prepaid.
* Keep **COD as a fallback option**.

**How to do:**

1. **2 hours after order**: Explain benefits of prepaid (faster shipping, better service).
2. **12–18 hours later**: Send discount offer (flat/percent based on AOV).
3. **Optional**: Let users retain COD if not ready to convert.

**Why this works:**

* Encourages prepaid adoption.
* Builds trust by not forcing the switch.

## Sample templates for a COD to prepaid campaign

![2 hours after order](/files/5XdXG1Qnyd9QCsMISM4l) ![12–18 hours later](/files/64CtG8BedTChVuGIkAC0)


# Order Placed Confirmation

## Best Practices for running an order-placed confirmation campaign

**What to do:**

* Confirm orders instantly.
* Reinforce buyer excitement.
* Suggest relevant products.

**How to do:**

1. **1–2 mins after order**: Thank you + Order summary.
2. **6–12 hours later**: Recommend add-ons or product usage tips.

**Why this works:**

* Strengthens purchase confidence.
* Drives cross-sells while excitement is high.

## Sample templates for an order-placed confirmation campaign

<figure><img src="/files/kdqB3WJ4IgHjYA3RHEAz" alt="" width="188"><figcaption><p><strong>6–12 hours later</strong></p></figcaption></figure>


# Shipment Alerts

## Best Practices for running a shipment alerts campaign

**What to do:**

* Send **real-time updates** at each shipping stage.
* Keep customers engaged with product tips.

**How to do:**

* At each stage (Packed, Shipped, Out for Delivery, Delivered): Send status updates.
* **24 hours after shipping**: Send care tips or usage guidance.

**Why this works:**

* Improves post-purchase experience.
* Reduces customer anxiety during waiting period.

## Best Practices for running a shipment alerts campaign

![Order Shipped](/files/o1ExaaQsJbYSuvGOd9If) ![Order In Transit](/files/obcdYX8jXT0VVfE56lED) ![Order Delivered](/files/tNTKpZXxJ0GOVjWHeEVr) ![Delviery Feedback](/files/WPVw8TRxWFIxvEcJ3fuX) ![Product Reviews](/files/3f9KQemufyyPYRy9FFUc)

##


# Review & Feedback

## Best Practices for running a review & feedback campaign

**What to do:**

* Ask for reviews post-delivery.
* Use simple, low-friction formats.

**How to do:**

1. **3 days after delivery**: Ask for rating (emoji or star system).
2. **5–7 days later**: Nudge for a written review or photo upload.

**Why this works:**

* Builds social proof.
* Feeds into upsell, loyalty, and support workflows.

## Best Practices for running a review & feedback campaign

<figure><img src="/files/BnFAuD5LEE63HFGnTkRG" alt="" width="375"><figcaption></figcaption></figure>


# Cross-sell/Upsell

## Best Practices for running a cross-sell/upsell campaign

**What to do:**

* Ask for reviews post-delivery.
* Use simple, low-friction formats.

**How to do:**

1. **3 days after delivery**: Ask for rating (emoji or star system).
2. **5–7 days later**: Nudge for a written review or photo upload.

**Why this works:**

* Builds social proof.
* Feeds into upsell, loyalty, and support workflows.

## Best Practices for running a cross-sell/upsell campaign

<figure><img src="/files/APfiAaSveXzN9bWrHntN" alt="" width="188"><figcaption></figcaption></figure>


# Sample Drip Campaigns for Non-Shopify Users


# Lead Nurturing Sequences

## Best Practices for running lead nurturing sequences

**What to do:**

* Tailor nudges by **lead stage**.
* Sync info with your CRM for context-rich follow-ups.

**How to do:**

1. **Immediately**: Welcome message with intro.
2. **1 day later**: Share case studies or testimonials.
3. **3–4 days later**: Nudge to take action (book call).
4. **7–10 days later**: Offer incentive (trial/demo/discount).

**Why this works:**

* Builds trust and moves leads down the funnel efficiently.
* Feeds into upsell, loyalty, and support workflows.

## Best Practices for running lead nurturing sequences

<div><figure><img src="/files/wKVCWcPJ0Y4BHDNHmNBb" alt=""><figcaption><p><strong>Immediately</strong></p></figcaption></figure> <figure><img src="/files/g7d21Ekhr5Zjjkdrbv6A" alt=""><figcaption><p><strong>1 day later</strong></p></figcaption></figure> <figure><img src="/files/gPkvhU3E9vDw4unDrdZW" alt=""><figcaption><p><strong>3–4 days later</strong></p></figcaption></figure> <figure><img src="/files/MXmKYfYjdRmnR49FjFRw" alt=""><figcaption><p><strong>7–10 days later</strong></p></figcaption></figure></div>




---

[Next Page](/llms-full.txt/1)