You can send predefined and pre-approved draft messages when initiating interactions with your customers.
To send a draft message, navigate to the Draft Message page located on the left side of the Connexease inbox screen. Here, you can view a list of previously sent bulk messages. To compose a new message, click the Create New button in the upper right corner.
Single/Multiple Recipients
On the sending screen, you can choose Single Recipient if you’re sending the message to one person, or Multiple Recipients for sending it to more than one person.
If sending to a single recipient, enter their country code, phone number, and name in the Customer Information field to save the details to the panel. If the customer’s name is unknown, you may leave this field blank.
Before sending your message, make sure to:
- Select the WhatsApp channel you want to use.
- Choose the draft message you want to send.
- Select the agent group to assign the message to. If “Everyone” is the only available option, select it to proceed.
- Choose the action that best fits your workflow:
– Assign to Me and Move to Archive: The message is assigned to the sender, and the conversation appears in their inbox.
– Unassign and Archive: The message is not assigned to anyone and will only appear in the archive. If the customer replies, a new conversation will appear in the inbox. - If your draft message includes an image, video, document, or location, be sure to select these attachments before sending.
- If the message contains variables, fields like Param 1 and Param 2 will appear during editing. You can assign different values to these variables by filling in the corresponding fields.
Uploading Customer Lists for Multiple Recipients
When sending messages to multiple recipients, you need to prepare a list of customer phone numbers. You can upload this list by clicking the Upload CSV File button, which becomes active after you’ve completed all required selections on the left panel. Alternatively, you can copy and paste data from an existing table directly into the Connexease screen.
If the draft message includes variables, additional columns will appear next to the phone number column. These allow you to assign custom values for each variable.
Example
In the example above, the message contains one variable. Variables are shown in message previews as numbers within double curly brackets (e.g., {{}}). When a draft message like this is selected, the customer list will display the fields you need to fill in. For each row, you can enter a phone number along with the variable values that will be included in the message sent to that number.
