More Information About WhatsApp

General Information

User Messaging Restrictions:
- You cannot send a WhatsApp message to a user who has sent you a message more than 24 hours ago or has never messaged you before. WhatsApp prohibits this action.
- Instead, you must use a WhatsApp template or send a text message.
- If you encounter an "Error message: Re-engagement," it indicates this situation.

Receiving Messages:
- Ensure you are not assigning the WhatsApp conversations to a department.
- Ensure the WhatsApp number used for testing is not a phone number of a Nulu Business admin or agent.
- Make sure you have correctly set up the WhatsApp webhook URL.
Sending Messages:
- If you cannot send messages, an error should appear in the admin area when you try to send a message to the user.

Configuration Support:
- We cannot provide support for Twilio or 360dialog configuration, including all related issues.
- We cannot provide support in getting your WhatsApp account or WhatsApp message template approved.

Queue and Routing: WhatsApp conversations and messages are compatible with queue and routing.
Sandbox Testing:
- If you are testing with the sandbox and after 72 hours you can no longer send messages to your phone number, you must link your phone number to your sandbox again.
Rich Messages:
- You can send rich messages to WhatsApp.
- If you send chips, buttons, or select rich messages with more than 3 options, you can use the whatsapp="Your menu text" shortcode attribute to set the text of the WhatsApp message menu.

Follow-up Message:
- The follow-up message is supported but is always sent, even if an agent replies.
Offline Message:
- The offline message is supported, but the timetable is not sent.

Chatbot:
- The chatbot is supported, including the human takeover feature.
- To enable Dialogflow chatbot support for audio messages, activate:
```
Settings > NuluAI > Speech recognition
```