1. User-Initiated Conversation
There are multiple ways a user can initiate a conversation with your brand on WhatsApp. Once the conversation is initiated you can send the user Reply/Session Messages. Following are the different ways a user can initiate the conversation:
| Title | Description | Preview |
|---|---|---|
| Direct | User can create a new contact for the brand’s WhatsApp phone number and start chatting with it |  |
| Link Click | Users can click on WhatsApp links and they will be redirected to WhatsApp. If they have WhatsApp application already installed, then they will be redirected to the application. A brand can send this link via SMS or Email. |  |
| Button Click | Same as Link Click. A brand can place these on their website |  |
| Website Chat | Users can start chatting with a brand on the brand’s website. When they send the first message, they will be redirected to WhatsApp just like Link Click. |  |
| QR Scan | Users can scan a QR code to start chatting with the brand. |  |
| Website Popups | Popups can be shown to the user to start the chat with the brand. Eg Website popups, Exit popups, etc |  |
Note: Conversation initiation methods are not limited to the list above.
2. Brand-Initiated Conversation
Using Notification/Post-Session messages the brand can also initiate the conversation with the user but only after getting explicit user consent. Getting user consent works as following:
- A user initiates the opt-in on a non-WhatsApp channel.
- The brand informs users about the sending updates on their WhatsApp and confirms optin.
- The brand sends confirmation/welcome message on WhatsApp.
There are multiple ways a brand can start user consent flow:
| Title | Description | Preview |
|---|---|---|
| Optin Widget | A brand can show optin widget on the website. |  |
| Website Popups | A brand can show website popups to the user and ask for optin. |  |
| In-App Actions | A brand can show button/toggle to already signed-up users. |  |
| SMS/Email | A brand can initiate an opt-in request for the WhatsApp channel by sending an SMS/Email that should clearly indicate the program information and instructions to complete the opt-in. |  |
| SMS Double Op-tin | A brand can request the consumer to reply with a consent keyword like 'Yes'. The consumer replies with 'Yes' to the SMS to confirm opt-in. | - |
Note: Opt-In methods are not limited to the list above and can be defined per the business process with sufficient compliance.