WhatsApp Bot Configuration: Get Started and Ice Breakers

Overview

The configuration for "Get Started" and "Ice Breakers" on WhatsApp bots can be managed through the Dashboard Settings, similar to Facebook and Instagram bots. However, the behavior and user experience differ from those on FB/IG.
Link to Pro Dashboard 

 1. Get Started

 Configuration:

(i) The Get Started feature can be enabled in the Dashboard Settings.

(ii) After making changes, click 'Refresh' on the bot to apply them, just as with FB/IG bots.

(iii) Unlike FB/IG, where users click a "Get Started" button, WhatsApp does not use a clickable button.

(iv) When a new user opens the chat, the bot receives a notification immediately before the user types anything.

(v) The bot automatically sends the Get Started node in response to the user opening the chat.

Implication:

The "Get Started" setting automatically sends the Get Started node when a new user opens the chat, without requiring the user to click a button.

Scroll down the dashboard and click "Save".

The 'Welcome WhatsApp' module contains the message shown in the screenshot below.

When the user opens the WhatsApp chat, the message appears as updated in the module above.

 
2. Ice Breakers

 Configuration:

(i) Ice Breakers can be set up in the Dashboard Settings.

(ii) As with Get Started, click 'Refresh' on the bot to apply the changes.

(iii) Unlike FB/IG, you cannot associate payloads with Ice Breakers during configuration.

(iv) When a user taps on an Ice Breaker, the bot receives a text message with the content of the Ice Breaker.

(v) The bot does not know which Ice Breaker was tapped. Instead, it matches the text message content against configured Ice Breakers to determine the action.

 Steps:
 - Go to pro dashboard.
 - Select the account and then choose the WhatsApp bot to which you need to enable the settings.
 - Enable the necessary settings and scroll down the dashboard screen to save them.

Be sure to scroll down and save the settings.

Best Practices for Ice Breakers:

(i) Avoid using generic words (e.g., "Hi, Hello, Learn more, Explore more ") for Ice Breaker questions, as these might overlap with user input.

(ii) Use specific and unique Ice Breaker questions to ensure clear and distinct interactions.

See the illustrations below:

     
              (a)                                    (b)

Figure (a) shows that when a user enters the WhatsApp chat, an icebreaker keyword, configured in the
dashboard, is displayed.
Figure (b) shows that when the user sends a keyword on the platform, they receive the designated ice-breaker response.

Note: We can add as many icebreakers as needed and set different responses for each one.



Important: Don't forget to save the enabled settings by scrolling down the dashboard.

The illustrations below explain the different icebreakers: We can set different responses for different icebreakers.

                 
              (a)                                          (b)                                        (c)
Please Note: If the changes do not appear in the chat after enabling the settings, make sure to refresh the bot and check again, as indicated below.

Select the bot and click on "refresh"