Reopen Chat Feature for WhatsApp Users: A Game Changer!

Let’s talk about the shiny new toy in the WhatsApp agent’s toolbox: the Reopen Chat feature.  

Picture this: you've got a 24-hour window where agents can jump back into conversations with customers they’ve already spoken to. If they miss that window, they can send a utility push message to get things rolling again. There's also a nifty continuous timer in the Archive section showing how much time is left for each session.  

Pretty cool, right?

Why Reopening Chat Sessions Rocks

Reopening chat sessions isn’t just a neat trick; it’s a game-changer for both agents and customers. Here’s why:

  1. Follow-up Conversations: Got an ongoing issue? Agents can pick up the conversation without starting from scratch.
  1. Familiarity with the Issue: No more “So, tell me what happened again?” Agents already know the problem.
  1. Time-saving: Cut down the time spent on rehashing the past and get straight to solving the issue.
  1. Personal Connection: Consistent communication with the same agent builds a solid rapport with customers.
  1. Customer Trust: Familiar faces (or in this case, familiar text bubbles) make customers feel comfy and trustful.
  1. Customer Satisfaction: Continuity in support means customers won’t have to deal with the dreaded bot journey again.
  1. Issue Resolution: Faster resolutions since the agent is already in the loop.
  1. Opt-out Options: Customers can type #STOP to end the session, giving them full control.

Things to Remember

  • Make sure you’re within the 24-hour response window to reopen the session directly.
  • Keep an eye on that continuous timer in the Archive section.
  • Be mindful of the agent’s current workload and concurrency limits.
  • Only one session can be active at a time.
  • Respect the customer’s choice to end the session by typing #STOP and don’t restart without a good reason.

How to Reopen a Chat: A Step-by-Step Guide

  1. Navigate to the archive section: Find the chat you want to reopen.
  1. Check the timer: Make sure you’re within the 24-hour window.
  1. Click reopen button: If the timer says go, hit that "Reopen" button to move the chat to the active section.
  1. Engage with the user: Jump back into the conversation and provide the help they need.

Reopen Chat Analytics

We’re all about those stats! Here’s what you can expect:

  • Chat Statistics:
    • Agent Initiated Chats: Chats reopened by the agent.
    • User Replied Chats: Chats where the user replied after the session was reopened.
  • Dashboard KPI:
    • Agent Initiated Chats: KPI for agent-reopened chats.
    • User Replied Chats: KPI for user-replied reopened chats.
    • Decline Chats: KPI for chats declined by customers.

So, there you have it, folks! The Reopen Chat feature is here to make life easier for agents and customers alike. It’s all about keeping things smooth, efficient, and downright pleasant.