WhatsApp is releasing a new feature for business accounts that use the Cloud API to allow them to enhance interaction with their customers. This feature is currently available for customers after installing the latest versions of WhatsApp for iOS and Android.
| Common questions | Answers |
|---|---|
| Name of the feature? | Commands |
| Status? | Rolling out |
| Compatibility? | Latest versions of WhatsApp for iOS and Android are marked as compatible updates. |
| I have updated my version of WhatsApp but I don't have this feature, why? | This feature is currently available to business accounts that use the official WhatsApp Cloud API. |
| Thanks: | Traiti, for testing and reporting. |
| Previous news? | WhatsApp news of the week: quick access to calls with favorite contacts shortcut! |
COMMANDS
Following the release of the marketing feature, designed to help small businesses expand their reach by enabling them to send offers and announcements to their customers, WhatsApp is now releasing a feature for business solutions. It appears that it closely resembles the quick reply option, which is reserved for standard business accounts to send default text to their customers, with the intention of aiding them in time-saving. Similarly, business accounts using the official WhatsApp Cloud API now have the ability to configure commands to enhance their service interactions.
As you can see in the attached screenshot, WhatsApp is currently testing the integration of commands for those business conversations that use the official WhatsApp Cloud API. Commands are essentially text strings displayed in a list that becomes visible when users input a forward slash during a conversation with a business solution, in case they have configured this feature within their business settings. This list includes a certain number of commands, with each command accompanied by a helpful hint to guide users in understanding the specific action associated with its use. Business solutions seem to have the capability to define a maximum of 30 commands. However, it's important to note that each command is restricted to a maximum of 32 characters, and each associated hint is limited to a maximum of 256 characters.
In our opinion, this feature marks a significant stride in improving customer-business interactions, providing businesses with a new tool to enhance communication and user experience. The integration of commands offers a dynamic and customizable approach for businesses to engage effectively with their customers, facilitating quicker responses and more personalized interactions. Through the introduction of commands, businesses can also guide customers on the specific services they offer, so users do not need to type the full text. It's worth noting that, since this is a new feature, it may be complicated to find a business solution that has already adopted commands. However, we believe that the potential benefits, such as increased efficiency and enhanced customer engagement, will make the exploration and adoption of this feature a promising investment over time.
The commands feature is available in business conversations that use the official WhatsApp Cloud API, and customers who installed the most recent updates of WhatsApp for iOS from the App Store and WhatsApp for Android from the Google Play Store can now experiment with this feature.
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