WhatsApp:

The big picture

Message
templates

Media message
NOTIFICATION
templates
S

WhatsApp Interactive message

Business templates a.k.a BUTTONS
API

CUSTOMER Free-form
CARE messages
WhatsApp: Media Message
Templates
FINALLY AVAILABLE!

Media Message templates

• Our clients will now be able to enrich their communication by

choosing between different types of media:
‣ documents
‣ images
‣ videos
‣ locations
• and design unified and visually appealing message.
 1. Interactive Message

3
Templates/Templates need to be
registered

2. Only transactional
quick facts information
about buttons
3. 2 types:
 Call to action buttons
 Quick reply buttons
How do BUTTONS look like?
 2 types of buttons

Call To Action buttons Quick Reply buttons

• Up to 2 buttons per message

• Actions supported: • up to 3 buttons per message
• Call Phone Number • predefined replies and flexible payload
• Visit Website (URL static or
dynamic)
Value for Customers
+ Use cases
Value for Clients
• Delivering complete, valuable information
• Interactivity - engagement - dialogue
‣ Navigate customers to perform actions
– visit business’ website for more
information or customer support for
help
‣ receiving immediate
response/feedback
from customers

• Increase in customers’ satisfaction

• Better Customer experiance
• Value for money – same pricing as per text
only messages
 Numerous options for delivering complete, valuable
information and excel customers’ expectations.

INDUSTRY NOTIFICATION TYPE BUTTONS

PLAIN TEXT

MEDIA
 Buttons in practice: Retail

CALL TO ACTION: QUICK REPLY:

• Navigate to website • Inform about new
• Offer assistance service and ask for
feedback
Mix and Match: message templates
BANKING
 On request info brochure
 Transaction confirmation
 Welcome videos
 Service updates
 Policy changes
 e-receipt
 Monthly bank statement
RETAIL
 Order confirmation
 Purchase invoice
 Back in stock notifications
 Delivery notifications with
location
 Warranty information
 Return information
(labels)
 Product manuals
ON-DEMAND TELCO
 On request travel  Monthly invoices
Travel invoices  Monthly summaries
 Booking confirmations  balance updates
 brochures
 Boarding pass
 E-ticket for events and
shows
 Monthly service usage
overview
 On-boarding videos

+ buttons

= new level of customer experiance

Inspo slide ;)
 Answers 
Infobip’s Chatbot Building Platform

May 2020
Answers - Infobip’s chatbot building Platform

• A brand new platform for designing, building and

testing keyword and AI Chatbots
• AI chatbots are powered by Machine Learning,
a subset of Artificial Intelligence (AI) which are
able to recognize the intent of the end-user and
make conversational experience
Product Features
Drag and drop, code
free interface
No coding skills required -
build and test your
chatbot by yourself. If you
need assistance, our
professional services are
at your disposal.
Powered by in-house AI Seamless agent Omnichannel
Engine takeover deployment
Our powerful NLP If a chatbot is unable to Deploy your chatbot on
(Natural Language resolve customers’ issue, any channel you like and
Processing) engine enable live-agent take be there for your
powers your chatbots and over to our customers, such as:
makes them understand Conversations solution, WhatsApp, Viber, FB
customers intent. and keep them satisfied. Messenger, Live Chat,
SMS, RCS, Apple
business chat
Design, build, test and deploy, all within one visual interface

 Manage dialogs and

intents from one interface,
and test your chatbot via
built in Simulator

 Send text or rich media,

and receive User input to
personalize messaging
 What if your bot can't resolve a customer issue? 

• Hand-off questions that can't be answered by a

chatbot to the right agents without disrupting
conversation flow. 
• Provide your agents with a single, easy to
use interface containing conversation history and
customer context.
• Improve first contact resolution and offer a better
experience to your customers. 

Put the control in customers' hands to

resolve their own issues quickly but be
there for them when they need assistance
from a live agent. ​

Conversations – Omnichannel contact center solution

Shorten the queue with self-service support

• Automate instant responses to FAQs with

chatbot support while agents focus on
resolving more complex enquiries.
• Hand-off questions that can’t be answered
by a chatbot to the right agent without
disrupting the conversation flow.

More than 71% of consumers are open

to using bots. Create a bot using Infobip’s web-interface Flow
Source: CCW Market Study, 2019 Builder or connect your external bot with
Conversations
Introducing Conversations

The Omnichannel Contact Center Solution

for the Digital World
Cross-channel support for customers,
on a single interface for agents

A customer sends an enquiry An agent responds, using

over their preferred channel   contextual interactions  
Conversations [Functionalities]

Omnichannel Unified workspace Supervisor Conversational

conversations for conversational and agent  history
management messaging management

Customer Intelligent Automated Performance

insight and routing workflows analytics and
management  reporting 
Q&A