Description: This tool allows you to integrate your WhatsApp Business account with Framework360 to send notifications, personalized marketing messages, and manage conversations directly from the platform.
What is it for? (Practical examples)
Use it to improve communication with your customers and automate notification processes.
- Marketing and Automations: Send personalized messages and promotions to customers who perform specific actions (e.g., after a purchase or cart abandonment).
- Support and Conversations: Receive and reply to customers' WhatsApp messages directly in the Messages panel, centralizing communication.
- Transactional Notifications: Replace or complement standard emails with WhatsApp notifications for important sends (e.g., order confirmation, shipment status update).
Main Features
1. Sending personalized messages
- Content personalization: You can use dynamic fields (shortcodes) to automatically insert customer data (first name, last name, etc.) within the message.
- Attachment management: It is possible to attach up to 3 files (JPEG/PNG images or PDF documents) to the message.
- Sender selection: If you have connected multiple WhatsApp numbers, you can select which number to use as the sender for each message or automation.
- Sending to specific recipients: In automations, you can choose to send the message to the customer's default number or specify custom recipients (separated by commas).
2. Sending to WhatsApp groups
- Group messaging: It is possible to create specific automation actions to send messages to predefined WhatsApp groups linked to your account.
- Content and attachments: Personalized messages and attachments (up to 3) are also supported for groups.
3. Tracking and Statistics
The system automatically tracks recipients' interactions with messages sent through marketing campaigns.
- Sending statistics: View the total number of messages sent, received, and not received.
- Open tracking: Monitor the number of opened (read) messages and calculate the Open Rate.
- Click tracking: If the message contains links, the system automatically encodes them to track clicks and calculate the Click Rate.
- Customer history: Every interaction (receipt, reading, click) is recorded in the customer's history.
4. Conversation management
- Messages panel: Incoming messages from customers (if reception is enabled) are displayed as conversations within Framework360's Messages panel.
- Direct reply: You can reply to WhatsApp messages directly from the panel, using the number from which the customer wrote.
- Formatting: The system supports basic WhatsApp formatting (bold
text, italictext, strikethrough~text~) and automatically converts it into HTML for display. - Typing indicator: When the Chatbot is active, the system simulates the "typing" indicator to enhance user experience.
How to configure
Initial setup requires authorizing your account via API credentials provided by Maytapi.
1. API connection
In the plugin configuration section:
1. Enter your Product ID.
2. Enter your Token.
3. Confirm authorization to link your WhatsApp numbers to the system.
2. Configuration options
After linking the account, you can define how the system should handle incoming messages and calls.
| Option | Description |
|---|---|
| Message reception | Select which connected WhatsApp numbers should forward incoming messages to Framework360's Messages panel. |
| Notification reception | Enable internal system notifications when you receive a new WhatsApp message. |
| Group reception | Enable forwarding of messages received from WhatsApp groups to the Messages panel (option disabled by default). |
| Send email | Enable sending an email notification upon receiving a WhatsApp message. |
| Call blocking | By selecting this option, the system automatically blocks incoming calls on connected numbers. |
| Block message | Automatic message sent to callers if "Call blocking" is active (e.g., "This number does not accept incoming calls..."). |
Automatic integrations
1. Marketing automations
The WhatsApp module integrates perfectly into marketing campaigns and automated sequences:
- Action "Send WhatsApp message": Add a step in automation to send a personalized message to a customer based on their journey.
- Action "Send message in a group": Add a step to notify a specific group (e.g., internal team) when a customer performs an action.
2. Advanced customer segmentation
The segmentation system allows you to filter customers based on their interactions with WhatsApp messages:
- Interaction filters: You can create recipient lists based on who has viewed or not viewed a specific message, or who has clicked or not clicked a link inside it.
3. Integration with Chatbot
- Sending via Chatbot: You can configure your Chatbot to send WhatsApp messages to specific numbers as part of an automated response or conversation flow.
- Response conditions: The Chatbot can be configured to respond only to messages received from a specific connected WhatsApp number.
4. Direct messaging from customer profile
- Quick send button: From any customer's profile who has a registered mobile number, there is a button available for immediately sending a manual WhatsApp message.
5. Template customization (Mail Overwriter)
- Transactional templates: You can create and edit WhatsApp message templates that will be used for automatic notifications (e.g., password reset, subscription confirmation), separate from standard email templates. This allows defining specific content for sending via WhatsApp.
