Whatsapp Customer Engagement - Main Concepts

Product: Whatsapp Customer Engagement

Here are key concepts to better understand how to work with our WhatsApp Customer Engagement system.

External Concepts

Facebook Business Manager (FBM)

A centralized platform provided by Facebook to manage their products, such as Facebook pages, ad accounts, and applications. FBM is essential for businesses to organize their marketing efforts and track performance across various Facebook products, including WhatsApp Business.

It’s recommended that your FBM be verified, as verification increases customer trust by ensuring your business is legitimate and reliable. A verified account also enhances your company’s reputation and unlocks access to advanced features within the Facebook ecosystem. To learn how to verify your Facebook Business Manager account, check out this detailed guide: How to Verify Your Facebook Business Account with Truora.

WABA Lines

Short for WhatsApp Business Account Lines, these are individual phone numbers associated with a WhatsApp Business Account. Each WABA Line can be used to communicate directly with your customers via WhatsApp.

Note: Having a WABA Line is essential to use our Whatsapp Customer Engagement platform.

Truora’s Platform Concepts

Chats

A Chat refers to an ongoing interaction with a client, whether through a chatbot or direct messages, while maintaining the full history of interactions. In the Chats section of our platform, your agents can manage and engage with customers within specific conversational flows as needed.

Inbound Messages

Messages sent by your customers to initiate a chat with your company’s WhatsApp Business Account (WABA) line.

Outbound Messages

Messages initiated by your company to clients through a WhatsApp Business Account (WABA) line. These messages must be pre-approved by Meta and comply with WhatsApp’s message-sending policies. This is Meta’s only authorized method for starting conversations with clients.

Note: Outbound Messages are referred to as Message Templates in Meta’s official documentation. These terms are used interchangeably, but they both refer to the same concept: pre-approved messages sent by your business to initiate a conversation with users.

Campaigns

A Campaign enables you to send and schedule Outbound Messages (or Messages Templates) that have already been approved by Meta to a set of recipients. Truora’s Campaigns section provides tools to track key message statistics, helping you monitor the performance of your campaigns.

Contacts

A Contact is the phone number of a customer you interact with through our platform. Contacts will appear in the Contacts section, where you can view, edit, download or even upload your database of contacts into our platform.

Contact Properties

Contact Properties are custom fields that allow you to track specific details relevant to your business needs, such as customer details or purchase status. You can create and manage these properties to better organize and leverage your contact information.

Agents

Individuals within your organization who have been added as Members in your account on Truora’s platform with an Agent Role to handle customer interactions. Agents can be assigned to specific chats, allowing them to manage conversations, provide support, and respond to customer queries.

Tags

Tags are labels used by Agents in Truora’s platform to categorize and manage chats with clients. Agents can assign tags such as “support”, “sales”, “attended” or “pending” based on the reason for contact or the chat´s status, helping them efficiently track and manage interactions. These tags are completely customizable, providing a lot of flexibility.

Flows

A Flow is a sequence of steps created in Truora’s platform to automate interactions with your users on WhatsApp. It allows you to design and customize chatbots without coding, using our Flow builder interface. This tool enables you to quickly iterate and improve the user experience by adding response buttons, guiding users through the conversation, and including reminder messages to keep users engaged. Such features ensure a seamless and effective interaction with your brand.

Flow ID

The flow_id is a unique identifier for a Flow that you have created.

Flow Builder

The Flow Builder is Truora’s platform where you can build all your chatbots and conversation flows to interact with your clients. This platform includes a simple drag-and-drop interface where you can add different kinds of blocks and connect them according to your flow needs.

In our Flow Builder a flow can include conversational blocks known as Frequent Blocks, Validator blocks*, and/or other advanced features block known as Advanced blocks.

Note: Validation blocks allow you to incorporate “Digital Identity” processes into your “Customer Engagement” flows. These blocks are useful for verifying user identity within the conversation flow.