Turn conversations into connections
WhatsApp is built for conversations. Customers expect to chat with your brand as easily as they would with a friend. This makes WhatsApp perfect for creating personalized, concierge-like experiences that build stronger relationships.
Meta supports this approach by making two-way messaging free for brands. When a customer messages you first, you can reply at no cost within a 24-hour window, giving you every opportunity to connect, help, and create meaningful interactions.
Automate conversations to save time and scale impact
It’s natural to wonder how you can keep up with replies on WhatsApp, especially if you have a small team. WhatsApp automations make it easy to keep conversations going even when you’re not online. You can set them up to respond instantly to common questions or actions, so every customer feels heard and supported without adding extra work for your team.
Automated conversations are also a great way to collect data. When customers use quick replies, their responses can be stored as profile properties and used for personalization. By combining quick replies with automations, you can collect valuable insights while keeping the experience engaging. For example, you can ask new subscribers what type of products they’re most interested in. Another example is creating buying guides and recommending products based on their answers.
Browse the gallery below to learn more about creating interactive experiences at scale with automations.
What the brand sees
To pair a quick reply with an automation:
- Head to Content > Automations and create a new automation.
- Configure the trigger to be the keyword(s) used in your quick replies.
- Create your follow-up message(s).
Note: You can choose to store responses as profile properties in the Settings tab of each message in your automation.
Visit our help center to learn how to create WhatsApp automations in Klaviyo.
What the customers sees
When a customer clicks on a quick reply that’s paired with an automation, they trigger the automation which sends follow-up messages in real time.
The customer's quick replies can be saved to their profile as custom properties and used for personalization later on.
As a best practice, include at least one quick reply in every template and connect it to an automation. This ensures your customers always receive a timely, relevant response that keeps the conversation flowing.
Manage inbound messages efficiently
Sometimes customers will reply to your message with a question or write to you directly. Automations can’t handle every situation, which is why Klaviyo’s Helpdesk makes it simple to manage one-to-one conversations from a single, centralized inbox built right into the platform. Click the dropdowns below to explore different ways Helpdesk can help you manage messages from customers on WhatsApp.
Reply directly with a human agent
Your support team can view and respond to customer messages directly from the Helpdesk inbox, keeping the conversation seamless within the same WhatsApp thread. They can also use Klaviyo’s customer data to personalize every interaction, for example, offering a discount to loyal customers or giving extra care to those at risk of churning.
Use an auto-responder
If your team isn’t available to reply right away, you can set up an auto-responder to let customers know you’ve received their message. This automatic reply can include helpful information such as your team’s response hours or link to the FAQ page on your website.