Unlike other messaging platforms, WhatsApp allows customers as well as businesses to initiate conversations.
Customers can contact your WABA anytime they wish. They only need to know your phone number or use Click to Chat links.
Customer First isn't Opt-in
If a customer reaches out for customer support, you can always reply. However, you still need to collect their opt-in via a 3rd party channel if you want to send them notifications (via template messages).
A business can initiate a conversation if it has a customer's phone number and once it collected its opt-in.
You will send paid templated messages until your customer replies. As soon as it happens, you can send the normal non-paid messages. 💰
Updated over 3 years ago