Chat App Message Service:Use cases

Cross-border e-commerce

Challenges: Delayed order status notifications and slow customer service responses lead to a poor user experience.

Solution: Implement automated notifications for the entire order lifecycle using WhatsApp template messages and build a chatbot with the Chat Flow to improve response efficiency and user experience.

Technical implementation:

1. Order confirmation notifications

   1. Trigger: When a user completes a payment, the order system calls the SendChatAppMessage or BatchSendChatAppMessages API.

   2. Example template configuration:

      1. Template name: order_confirmation

      2. Content: Your order $(name) for $(serial_number) has been confirmed. Estimated delivery: $(time).

      3. Review period: WhatsApp template content is reviewed by Meta. The review is typically completed within 5 minutes but can sometimes take over 24 hours.

2. Logistics status sync: Receive status updates from the logistics provider via a webhook, then call the SendChatAppMessage or BatchSendChatAppMessages API to push the updates to the user.

3. Build an smart chatbot.

   Note

   • For details on the Chat Flow canvas and its components, see Chat Flow canvas and Chat Flow components.

   • The flow described here is a simple reference example. You need to design your flow based on your actual business logic.

   • Configuration method: Use the Chat Flow to build a dedicated customer service chatbot.

   • Flow example:

     • Configure keywords (such as "return," "support") to trigger the flow.

     • Design a conversation flow that provides automated responses to common questions.

     • Set conditions for handing off to a human agent, such as when the user types "human agent" or when their input is not recognized three consecutive times.

Logistics

Challenges: Lack of transparency leads to frequent user inquiries about logistics status. Inefficient handling of exceptions creates a heavy workload for customer service.

Solution: Proactively push notifications for key logistics milestones, establish a self-service inquiry system using Chat Flow, and set up automatic alerts and escalations for exceptions.

Technical implementation:

1. Proactive status pushes

• Trigger: Key milestones such as package pickup, arrival/departure from a distribution center, out for delivery, and signed.

• Implementation: When the status changes, the logistics system calls the SendChatAppMessage or BatchSendChatAppMessages API to send a template message.

2. User self-service query

• Integration: Configure a webhook to receive incoming user messages for intent recognition and processing.

• Implementation:

  1. Configure the webhook for the corresponding channel in the console and enable the ChatAppInbound message queue (Simple Message Queue | HTTP URL). For more information, see Configure message receipts.

  2. Integrate Simple Message Queue with your own system to receive receipts.

3. Exception handling

• Scenarios: Incorrect address, unable to contact the recipient, delivery delays.

• Implementation: When the monitoring system detects an exception, it automatically triggers a template message to notify the user. You can include buttons to guide the user to update information or contact customer service.

Finance

Challenges: High requirements for the timeliness and security of transaction notifications; customer service processes must strictly adhere to compliance.

Solution: Use the end-to-end encrypted channel of the WhatsApp Business API to send transaction alerts and bills, and build user trust with an officially verified business account.

Technical implementation:

1. Transaction notifications and bill pushes

• Implementation: After a transaction or bill is recorded, the system calls the SendChatAppMessage or BatchSendChatAppMessages API to send a template message.

2. Secondary authentication for high-risk operations

• Scenario: Large-value transfers, password changes, logins from unfamiliar devices.

Gaming

Challenges: High player churn rate, cumbersome event participation processes, and limited channels to reach players outside the game.

Solution: Push game events and rewards via instant messaging, and use deep links to enable one-click return to the game for event participation, thereby improving player engagement and retention.

Technical implementation:

1. Game event pushes and one-click participation

• Scenario: New version previews, server opening reminders, stamina recovery notifications, and limited-time event invitations.

• Implementation: Use template messages with buttons that contain deep links to the game.

• Client-side handling: The game client must be configured to parse deep links, directing the player to a specific in-game interface (such as event page or reward center) after they click the link.

2. Smart customer service and feedback collection

• Configuration method: Use Chat Flow to build a dedicated customer service chatbot for the game.

• Flow example:

  Note

  • For details on the Chat Flow canvas and its components, see Chat Flow canvas and Chat Flow components.

  • The flow described here is a simple reference example. You need to design your flow based on your actual business logic.

  • Keyword trigger: Player inputs such as "recharge failed," "account recovery," or "bug report."

  • Process guide: Guide the player to provide necessary information such as character ID, server, and screenshots.

  • Automatic handling/Transfer to human agent: Automatically respond to simple inquiries (such as event times), and transfer complex issues (such as account disputes) to a human agent.