Messaging
Set up the emails, WhatsApp messages and texts your agents send automatically after a call.
Messaging controls what your agents send after a call — a confirmation email, a WhatsApp message, a text with a link. Open it from Setup → Messaging.
Choose an agent
Messaging is configured per agent. Search for an agent on the left and select it (Select Agent to configure). If your workspace has no agents yet, the list says No agents in this workspace; create one first in Agents.
Channels
| Tab | What it sends |
|---|---|
| An email to the caller, using a template you write. | |
| A WhatsApp message based on a template approved in your WhatsApp Business account. | |
| Texts | A text message from the agent's number. |
The page header reads Post-Call Messaging — the emails, WhatsApp messages and texts your agents send after calls.
Create a template
- Select the agent and the channel tab.
- Choose Create New Template. If none exist, the page says No email template found.
- Give it a Template Name, such as Appointment Confirmation.
- For email, enter a subject. For WhatsApp, enter the WhatsApp template name exactly as approved.
- Write the message content and save.
You can edit or delete a template at any time. Changes apply to messages sent after you save.
Connect WhatsApp
WhatsApp needs your own WhatsApp Business account. In the WhatsApp settings enter:
- Phone Number ID
- WABA ID (your WhatsApp Business Account ID)
- Permanent Access Token
- Webhook Verify Token
Get these from your Meta WhatsApp Business dashboard.
Texts
Texts need the agent to have a phone number with texting enabled, and for US numbers a registered business. See Texting registration and Phone numbers.
Only message people who spoke to your agent and expect to hear from you. See Compliance.
Next steps
- SMS Inbox — read and answer replies to your texts.
- Follow-ups — messages triggered by events other than a call.
- Agents — turn texting on for an agent.