WhatsApp Messaging Feature Overview

This course provides a practical introduction to using the WhatsApp communication feature within the Aladdin platform. Participants will learn how to initiate, manage, and continue conversations with contacts while following WhatsApp’s messaging policies and approved communication workflow. The training explains the difference between template messages and direct messages, ensuring users understand when and how each type of message can be used.

The course begins by demonstrating how to initiate communication from a contact’s communication card or through the Conversations module. Learners will understand that every new conversation must begin with an approved WhatsApp template, such as a welcome message, meeting reminder, survey invitation, cancellation notice, or other predefined templates. These templates must first be sent before any free-form communication is allowed.

A key concept covered is WhatsApp’s 24-hour conversation window. Once a contact replies to the initial template message, the conversation window opens for 24 hours, allowing users to exchange direct messages without needing additional templates. Participants will also learn the limitations when a contact has not yet responded, where only approved templates can be sent.

Beyond sending messages, the course introduces conversation management tools available within Aladdin. Users will learn how to review conversation history, assign chats to agents, tag conversations for organization, close completed conversations, and send additional approved templates when necessary. Practical demonstrations illustrate the complete workflow from sending the first template to maintaining an active conversation after receiving a reply.

By the end of this course, participants will understand the complete WhatsApp messaging process inside Aladdin, including compliance with WhatsApp messaging rules, proper use of templates, effective conversation management, and best practices for maintaining professional communication with contacts. This knowledge enables users to confidently engage prospects and customers while ensuring all conversations follow the approved messaging process and platform requirements.