Setup working hours for WhatsApp Messaging

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Setup working hours for WhatsApp Messaging

Setting up effective working hours for your WhatsApp Messaging feature in ActiveCampaign is essential for ensuring that your team is available to assist customers when they need help. This feature allows you to define the times during which your team is operational, and any messages received outside of these hours will automatically trigger an automated response and notify the team via email. This guide will walk you through the process of configuring your working hours, and provide tips on best practices, troubleshooting, and common use cases.

Introduction

With the ability to set working hours, your team can manage customer expectations effectively. This feature helps streamline communication by clearly defining the times your team is available to answer questions or provide support via WhatsApp. Once activated, if a customer reaches out during non-operational hours, they will receive an automated response, allowing you to maintain a professional image and keep customers informed.

How to access this feature

To access the working hours setup for WhatsApp Messaging, follow these steps: 1. Log in to your ActiveCampaign account. 2. Navigate to the left menu and click on WhatsApp, then select Settings.

Step-by-step instructions

Here’s how to set your working hours for WhatsApp Messaging:

1. On the Settings page, look for the section labeled "Account config."
2. Click on the Working hours option to proceed.
3. Toggle the Working hours switch to the on position to enable this feature.
4. Select the day(s) of the week when your team is available to assist customers by clicking on each day.
5. For each day selected, two dropdown menus will appear. Use these to set the start and end times for your working hours.
6. In the provided text box, add your automated response message. This message will be sent to users who contact you outside your established working hours. Keep in mind that it triggers once per 24 hours for each unique contact.
7. Once you have configured all settings, click the Save changes button to apply your updates.

Configuration options and settings

When setting up your working hours for WhatsApp Messaging, consider the following configuration options:

• **Working hours toggle**: This switch allows you to enable or disable the working hours feature.
• **Days of the week**: You can select one or more days to establish the working availability of your team.
• **Start and end times**: For each selected day, you can specify when your support team begins and ends their availability.
• **Automated response message**: This message is sent to customers who send inquiries during off-hours, ensuring they receive updated information about your availability.

Best practices and tips

To maximize the efficiency of your working hours setup, consider these best practices:

• **Clearly define availability**: Ensure your working hours match the times when your team is actually available. This reduces frustration for customers.
• **Use informative automated responses**: Craft an automated response that includes when customers can expect a reply. This demonstrates professional communication.
• **Regularly review and update**: Regularly assess your team's availability and adjust your working hours as necessary based on business needs or seasonal changes.

Common use cases with examples

1. **Customer service support**: A retail company can set its working hours from Monday to Friday, 9 AM to 5 PM, allowing customers to receive immediate assistance during these times. 2. **Technical support**: A software company might set working hours after regular business hours to accommodate clients in different time zones. For example, support available from 6 PM to 10 PM EST. 3. **Holiday hours**: A business can adjust working hours around major holidays by setting specific responses for those dates, ensuring customers are informed that they may experience delays.

Troubleshooting section

If you encounter issues while setting up working hours, consider the following checks:

• Ensure that the Working hours toggle is set to on.
• Confirm that all necessary days have been selected and the start and end times are correct.
• If automated responses are not sending, verify that the message is entered correctly and that it is structured to send per unique contact.

Related features section

Explore other features that can enhance your WhatsApp Messaging experience:

• Campaigns: Manage and automated communications more effectively.
• Automations: Set up triggers and flow for customer interactions.
• Reports: Analyze performance of your WhatsApp engagements.

FAQ section

• Q: Can I set different working hours for different teams?

 A: Currently, working hours apply across your WhatsApp Messaging account but can be customized within team settings.

• Q: What happens to messages sent during non-working hours?

 A: Messages sent outside of working hours will trigger the automated response and notify your team via email.

• Q: Is the automated response customizable?

 A: Yes, you can customize the automated response message within the working hours configuration.

• Q: Can I set working hours for specific dates or events?

 A: You can set general working hours but should periodically review for special dates to adjust messaging manually.

• Q: Are working hours supported in Chatbot Flows?

 A: No, working hours are not supported in Chatbot Flows, but you can create a working hours condition inside the chatbot flow.

• Q: Is this feature available on all pricing plans?

 A: The working hours feature is part of the WhatsApp Messaging add-on, which is available for Plus, Professional, and Enterprise plans.

By following this guide, users can efficiently set up their working hours for WhatsApp Messaging, enhancing the customer experience through timely and structured support. ```