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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here. |
Chat for Jira Service Management allows you to set up integration between Jira and your WhatsApp Business Platform. Your customers can reach out to you via WhatsApp messages, and your Support Team will be able to handle such tickets directly in Jira Service Management.
To be able to communicate with customers using WhatsApp messages, you should understand how the WhatsApp Business Platform works.
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What is WhatsApp 24-hour rule?
Let’s talk about WhatsApp Conversation Types
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first. Currently, the WhatsApp Business Platform supports sending two types of messages:
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According to the WhatsApp Business Policy, if a person initiates a chat with you, you may can continue that conversation for up to 24 hours after the last message sent to you by that person. Outside of the 24-hour window, you may can only send messages via approved Message Templates via WhatsApp Business Platform.
How
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it works
Businesses and users can exchange any number of messages within a 24-hour conversation session.
If you fail to reply within 24 hours, you can’t reply to the customer until they send another message, reopening the 24-hour window. The 24-hour period restarts every time the customer sends a message.
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If you reply after 24 hours through the Chat Dashboard or Jira ticket, your comment will be added to the ticket, but the customer will not receive the reply on WhatsApp. |
At the moment, sending Message Templates is not supported by Chat for Jira Service Management. We are in the process of gathering users' interest in this feature and investigating the technical feasibility to handle of handling the current WhatsApp limitation.
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Feel free to reach out to us if you have any questions or need further information.
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