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Ulysses Bakolias
Joined Apr 17, 2021
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Last activity Feb 10, 2025
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Latest activity by Ulysses Bakolias
Ulysses Bakolias commented,
Please see the following article for requirements: https://support.zendesk.com/hc/en-us/articles/8195486407706-Understanding-multi-conversations-for-messaging#topic_lmh_hmy_1dc
If you're still having trouble enabling this feature, I would suggest opening a ticket with customer Advocacy so that we can give you a hand!
View comment · Posted Oct 16, 2024 · Ulysses Bakolias
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Ulysses Bakolias commented,
The related Sunshine Conversations documentation can be found here: https://docs.smooch.io/guide/multi-party-conversations/#multi-party-guide
The Zendesk announcement and EAP application can be found here: https://support.zendesk.com/hc/en-us/articles/4408834156442-Sunshine-Conversations-Announcing-Multi-Party-Conversations-early-access
View comment · Posted Sep 25, 2024 · Ulysses Bakolias
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Ulysses Bakolias created an article,
Question
With WhatsApp template messages, are there any proactive messaging caveats I should know about?
Answer
You are expected to follow WhatsApp policies and guidelines, including receiving opt-in permissions from the end user. While nothing is preventing a business from sending templates out indiscriminately, if you don't adhere to WhatsApp policies, you risk having your number flagged.
Consider the best practices below when messaging proactively.
- When you initiate a WhatsApp message to a person, you must first receive opt-in permission confirming that they wish to receive future messages from you on WhatsApp. The opt-in must clearly state your business name and that the person is opting in to receive messages from you over WhatsApp. For more information, see the Meta article: WhatsApp business policy.
- Refer to the quality rating as it shows how messages from your template have been received by your customers in a rolling window of the past 24 hours. For more information, see this WhatsApp article: Quality rating.
- If your quality rating reaches a low state, or your phone number status changes, Business Manager will send you an email and notification. This is a warning and your status will change to flagged or restricted. For more information, see this page: About WhatsApp business account message quality rating.
- Maintaining high quality is paramount, so ensure you follow this article section: WhatsApp good practices.
Edited Feb 14, 2025 · Ulysses Bakolias
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Ulysses Bakolias commented,
It appears that the Multi-party add-on may not have been enabled for your account.
I suggest reaching out to your AE or account manager in order to look into getting this set up for you.
Please let us know if you have any further questions.
View comment · Posted Jul 26, 2022 · Ulysses Bakolias
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