Q 1. How many business pages can I connect with SMS-Magic?
Ans:- Right now there is no limit on pages that you can connect as long as you are able to complete the authentication. In the future, we will update you if we introduce any limit.

Q 2. Do I need to register my facebook templates before mapping them with use-case specific ‘Message Tag’?
Ans:- No. Templates mapped with ‘Message tags’ do not require any approval or registration with Facebook. But note that the use of tags outside of the approved use cases may result in restrictions on the Page’s ability to send messages.

Q 3. Is there any limit on how many messages a page can send using ‘Message Tags’?
Ans:- No. You can send unlimited messages using ‘Message Tag’ templates provided they belong to the valid use cases given by Facebook.

Q 4. Does SMS-Magic Converse support sending messages on Facebook using Media Message Templates?
Ans:- No. Right now we do not support Media Message Templates. But it is in our roadmap. We will update you once we start supporting it.

Q.5  How much is the maximum MMS file size supported for Facebook Messaging?
Ans:- Right now we support MMS file size only up to 2.5 MB. But increasing the file size is in our roadmap. We will update you once we start supporting it.

Q.6 Will we be able to initiate an outgoing message to an unknown number (subscriber ID) via Facebook?
Ans:- No. You can only initiate an outgoing message via Facebook in response to a user-initiated message to your business page.

Q.7 What should I do when the 24-hour session messaging window is closed before responding to a user-initiated message?
Ans:- You won’t be able to send any messages to an unknown recipient once a 24-hour session messaging window is closed. So we recommend you to map them with objects by creating records on receiving messages from unknown recipients. Once a record is created and you already have an explicit Messenger opt-in, the system will allow you to send messages to these recipients using templates mapped with ‘Message Tag’ outside of the 24-hour messaging window. OR You can send an auto-reply informing the recipient about business hours and either ask him to provide you an explicit Messenger opt-in or send another message during your business hours on Messenger.

Q.8 As a business admin, how do I demarcate between Facebook session messages and messages sent using Facebook message tags in SMS-history?
Ans:- You will be able to demarcate between Facebook session messages and messages sent using Facebook message tags based upon the ‘Channel Template Type’ field value in SMS-history object. You will see the ‘Channel Template Type’ field value as ‘Message Tag’ for messages that the system sends on Facebook as templates mapped with Message Tag.

Q.9 Is office hours/Business hours configured at account level applicable for messages sent on Facebook channel?
Ans:- No. It won’t be applicable.

Q.10 Is Facebook messaging supported from Non-UI sources such as Web service, APEX API, Workflow, Email to text?
Ans:- Yes it is supported. You can check more details on this in the SMS-Magic developers guide.

Q.11 Is there a possibility to send a bulk message from Campaigns or using Tabular reports on Facebook?
Ans:- Considering Facebook Messenger Platform Policy, sending unwanted, non-personal, or bulk messages is a violation of their policy. Hence we recommend you avoid sending such messages over Facebook.

Q.12 Can we schedule Facebook messages?
Ans:- Yes. But please note that considering Facebook Messenger Platform Policy, sending unwanted, non-personal, or bulk messages is a violation of their Policy. Hence we recommend you avoid sending such messages over Facebook.

As per Facebook Messenger Platform Policy,

• Messenger opt-out: immediately respect all requests (either on Messenger or off) by people to block, discontinue, or otherwise opt-out of your using Messenger to communicate with them.

• Do not use Message Tags to send promotional content or other advertising, marketing, or solicitations including but not limited to the promotion of goods or services; to upsell; communicate new product announcements; request donations; send daily deals, coupons, discounts, or sale announcements; to send polls or user questionnaires. The use of tags outside of the approved use cases below may result in restrictions on the page’s ability to send messages.

• Pages may not facilitate person-to-person messaging, relays, or interactions that mask user identities from each other without giving individual users the ability to block other users within the messaging experience

• Sending spam as defined in Facebook Community Standards is not allowed. This includes behavior creating bots either manually or automatically, at very high frequencies; buying or selling feature privileges; facilitating or encouraging inauthentic behavior; failing to deliver promised experiences; directing users off of Facebook via deceptive or malicious URLs; and other substantially similar behavior designed to deceive or mislead users.

• Don’t use Messenger to facilitate direct conversations between people and healthcare providers or to send or collect any patient data obtained from healthcare providers

• Don’t share or ask people to share individual payment card, financial account numbers or other cardholder data within messages

Businesses should adhere to the above guidelines in order to be compliant with Facebook’s terms. Failing to do so may result in restrictions on the page’s ability to send messages or may also lead to legal action from Facebook.

1. Interactive Messaging

When a sales or marketing user is trying to send a message using Sender ID tagged to the Facebook channel, the system will check whether the recipient is falling inside or outside of Facebook’s 24 hr active window based on “When was the last incoming Facebook message received from him”:

• Inside Facebook’s active window- if the difference between current time & last Facebook incoming message received time is less than 24 hrs
• Outside Facebook’s active window- if the difference between current time & last Facebook incoming message received time is more than 24 hrs
• If the recipient falls inside a 24 hr active window, the system will allow you to send messages using free text or any template tagged with the Facebook channel
• If the recipient falls outside a 24 hr active window, the system will allow you to send messages using only the MTM templates. You won’t be able to send messages using free text or non-registered templates.

Also please note that, while sending interactive messages, if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.

2. Automated Messaging

Users would be able to initiate automated messaging with Facebook channels using Converse apps by adding templates, creating action/message flows & associating them with respective process builder triggers.

Also please note that, while creating message flows if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. If you select ‘Auto’ from the Sender ID drop-down list, you will be able to select templates that are tagged with all channels, and messages would be sent on the same channel where the keyword is received. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.

• If a user is trying to create an ‘Auto Reply’ message flow in converse apps using Sender ID tagged to a Facebook channel, the system will allow him to enter free text or any template tagged with the Facebook channel.

• If users are trying to create an ‘Automation’ or ‘Notification to user’ message flow in converse apps using Sender ID tagged to a Facebook channel, the system will allow them to use only MTM templates in the message flow. They won’t be able to enter free text or select a non-registered template in the message flow.

3. Bulk Messaging

As per Facebook Messenger Platform Policy and guidelines mentioned in the further sections, sending unwanted, non-personal, or bulk messages is a violation of their Policy. Hence we recommend you to avoid sending such messages over Facebook.

Also while sending bulk messages even if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channel and messages would be sent on SMS channel by default. Your MoC configured phone fields and Sender ID’s must belong to the same channel to avoid message sending failure.

Q.1. How do I get WhatsApp enabled business number?
Ans:- You can reach out to our sales team on sales@screen-magic.com. They will help you in procuring WhatsApp enabled business numbers for you. Typically the process takes around 4 weeks time.

Q.2. If I already have a WhatsApp enabled business number, can I use the same while integrating with SMS-Magic?
Ans:- Yes. You can reach out to our sales team on sales@screen-magic.com with your existing WhatsApp enabled number. As you know the WhatsApp account is linked with a phone number and can remain active only on one device at a time, we will have to de-register the number from your current WhatsApp business account and will have to re-register it with WhatsApp for enabling its use under WhatsApp business API. Please note that your WhatsApp enabled business number will remain the same after re-registering. It will just stop working on the device where you had previously configured it.

Q.3. Can one business or brand have two WhatsApp enabled business numbers?
Ans:- Yes. Businesses can have different WhatsApp enabled numbers for different use-cases such as different numbers for transaction, notifications and customer support etc. Businesses can’t have multiple WhatsApp enabled numbers for the same use case.

Q.4. How do I get to know the status, quality rating, and messaging limit applicable to my WhatsApp enabled business number so as to take necessary action to adhere to guidelines?
Ans:- The phone number status, quality rating, and messaging limits for your WhatsApp business account are only accessible to WhatsApp partners through whom we get your numbers procured. You can raise a request with our support team and the team will get those details for you via partners.

Q.5. How many registered WhatsApp MTM templates a single business account can have?
Ans:- You can have a maximum of 250 templates per number for your account.

Q.6. Does SMS-Magic Converse support sending messages on WhatsApp using Media Message Templates?
Ans:- Right now we do not support Media Message Templates. But it is in our roadmap. We will update you once we start supporting it.

Q.7. What will happen if the recipient tries audio/video calling our WhatsApp business account?
Ans:- WhatsApp doesn’t support Audio/Video calling over WhatsApp business enabled number.

Q.8. Does SMS-Magic support language translation of WhatsApp templates used for sending messages internationally?
Ans:- SMS-Magic as well as WhatsApp do not take care of language translation. You have to register a single template in multiple languages with WhatsApp. Upon registering a template in a different language, WhatsApp will assign a ‘Locale (Language code)’ to it. You will have to add all these templates in your org with respective ‘Locale (Language code)’ values. So depending upon which template you choose while sending a message, the respective registered template at WhatsApp will be picked and delivered to the recipient.

Q.9. How much is the maximum MMS file size supported for WhatsApp Messaging?
Ans:- Right now we support MMS file size only up to 2.5 MB. But increasing the file size is in our roadmap. We will update you once we start supporting a larger file size.

Q.10. How do I get to know the delivery status of a message sent on WhatsApp?
Ans:- When your messages are successfully delivered and read by the recipient, you will be able to see blue tick marks on UI for WhatsApp sent messages as shown below:

Q.11 Will we be able to initiate an outgoing message to an unknown number via WhatsApp?
Ans:- No. You can only initiate an outgoing message via WhatsApp in response to a user-initiated message to your WhatsApp business account.

Q.12 What should I do when the 24-hour session messaging window is closed before responding to a user-initiated message?
Ans:- You won’t be able to send any messages to an unknown recipient once the 24-hour session messaging window is closed. So we recommend you to map them with Objects by creating records on receiving messages from unknown recipients. Once a record is created and you already have an explicit WhatsApp opt-in, the system will allow you to send messages to these recipients using MTM templates outside the 24-hour messaging window. OR You can send an auto-reply informing the recipient about business hours and either ask him to provide you an explicit WhatsApp Opt-in or send another message during your business hours on WhatsApp.

Q.13 As a business admin, how do I demarcate between WhatsApp session messages and WhatsApp MTM messages in SMS-history?
Ans:- You will be able to demarcate between WhatsApp session messages and WhatsApp MTM messages based upon the ‘Channel Template Type’ field value in the SMS-history object. You will see the ‘Channel Template Type’ field value as ‘MTM’ for messages that the system sends on WhatsApp as MTM templates.

Q.14 Is office hours/Business hours configured at account level applicable for messages sent on the WhatsApp channel?
Ans:- Yes it will be applicable.

Q.15 Is WhatsApp messaging supported from Non-UI sources such as Web service, APEX API, Workflow, Email to text?
Ans:- Yes it is supported. You can check more details on this in the SMS-Magic developers guide.

Q.16 Is there a possibility to send a bulk message from Campaigns or using Tabular reports on WhatsApp?
Ans:- Considering WhatsApp Business Terms of Service, sending unwanted, non-personal, or bulk messages is a violation of their Terms of Service. Hence we recommend you to avoid sending such messages over WhatsApp.

Q.17 Can we schedule WhatsApp messages?
Ans:- Yes. But please note that considering WhatsApp Business Terms of Service, sending unwanted, non-personal, or bulk messages is a violation of their Terms of Service. Hence we recommend you to avoid sending such messages over WhatsApp.

Q 18 If a customer reaches out to us for customer support, does that count as opt-in for other notifications?
Ans:- No. WhatsApp encourages all businesses to use WhatsApp as a customer support channel, but if you are also using it to send notifications, you will need to get opt-in via a third-party channel for the notifications you plan to send.

Q 19 What methods of obtaining WhatsApp opt-in are acceptable?
Ans:- As long as the opt-in method meets the above requirements, it will be policy compliant. For example, the policy allows for opt-in via website, interactive voice response (IVR), within a WhatsApp thread, or with a click to WhatsApp ad. We strongly recommend that businesses continue to optimize for the user experience when designing opt-in flows.

Q 20 Is there any file size limit applicable for receiving incoming Media Messages over WhatsApp?
Ans:- No. You will be able to receive incoming Media messages over WhatsApp of any size.

Q 21 How many characters a registered WhatsApp template can have?
Ans:- For now, we support template creation up to 700 characters only. So make sure that your registered WhatsApp template does not exceed the allowed characters limit. We do have a plan to support template creation with 700+ characters, but it is in our roadmap. We will update you once we start supporting it.

• Commercial messaging allows businesses to communicate with their customers using WhatsApp, such as through order, transaction, and appointment information, delivery and shipping notifications, product and service updates, and marketing
• You may only initiate chats if you are sending a transactional notification, and only via approved Message Templates
• Do not try to send unwanted, automated, or bulk messages using WhatsApp. WhatsApp uses both machine learning technology and reports from users to detect and ban accounts sending unwanted messages.
• WhatsApp is committed to using the resources at its disposal–including legal action–to prevent abuse that violates their Terms of Service, such as automated or bulk messaging, or non-personal use.
• WhatsApp prohibits publishing falsehoods and engaging in illegal, threatening, intimidating, hateful, and racially or ethnically offensive behavior. Messages must not contain offensive content, for example sexually explicit materials or nudity, determined at our sole discretion.
• As per WhatsApp Business Terms of Service, beginning on December 7, 2019, WhatsApp will take legal action against those who determine are engaged in or assisting others in the abuse that violates our Terms of Service, such as automated or bulk messaging, or non-personal use, even if that determination is based on information solely available to us off our platform

Businesses should adhere to the above guidelines in order to be compliant with WhatsApp’s terms. Failing to do so may result in a business account getting banned or may also lead to legal action from WhatsApp.

Quality Rating

It shows the quality of the messages your customers received in the past 24 hours. Under the Quality Rating column, there are three different quality states:

• Green: High quality
• Yellow: Medium quality
• Red: Low quality

Statuses

There are different statuses for phone numbers that refer to its connectivity:

• Pending: This is when a business first sets up a phone number that hasn’t yet been on-boarded and approved
• Connected: The phone number is online and functioning normally
• Offline: The phone number is currently not reachable by WhatsApp servers or is not otherwise online

Occasionally, a phone number may show one of two particular statuses that are related to quality and messaging limits: Flagged and Restricted.

• Flagged: This is a warned state. When the quality rating reaches a low (red) state, the phone number is moved to a Flagged status. If the quality rating improves to a high (green) or medium (yellow) state over 7 days, the phone number will return to a connected status. If the quality rating does not improve within 7 days, the number will still return to a connected status but with a lower messaging limit imposed on it.
• Restricted: Phone numbers that reach their messaging limit are moved to a restricted state. During a Restricted state, the number will be unable to send any notification messages until the 24-hour window for sending messages is reset. They can still respond to any messages initiated by users.

To maintain high quality, WhatsApp recommends the following:

• Make sure messages follow the WhatsApp Messaging guidelines
• Only send messages to users who have opted to receive messages from your business
• Make the messages highly personalized and useful to users. Avoid sending open-ended welcome messages or introductory messages.
• Be mindful of messaging frequency, avoid sending customers too many messages a day. Be thoughtful of informational messages, optimizing for content and length.

1. Interactive Messaging

When a sales or marketing user is trying to send a message using the Sender ID tagged to WhatsApp channel, the system will check whether the recipient is falling inside or outside of the WhatsApp’s 24 hr active window based on “When was the last incoming WhatsApp message received from him”:

• Inside WhatsApp active window: if the difference between the current time and last WhatsApp incoming message received time is less than 24 hrs
• Outside WhatsApp active window: if the difference between the current time and last WhatsApp incoming message received time is more than 24 hrs
• If the recipient falls inside a 24 hr active window, the system will allow you to send messages using free text or any template tagged with the WhatsApp channel
• If the recipient falls outside the 24 hr active window, the system will allow you to send messages using only the MTM templates. You won’t be able to send messages using free text or non-registered templates.

Also note that, while sending interactive messages, if you select ‘Record Owner’s senderID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. Your MoC configured phone fields and sender IDs must belong to the same channel to avoid message sending failure.

2. Automated Messaging

Users would be able to initiate automated messaging with WhatsApp channels using existing features of the Converse apps by adding templates, creating action/message flows, and associating them with respective process builder triggers.

Also note that, while creating message flows if you select ‘Record Owner’s Sender ID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. If you select ‘Auto’ from the Sender ID drop-down list, you will be able to select templates that are tagged with all channels and messages would be sent on the same channel where the keyword is received. Your MoC configured phone fields and Sender IDs must belong to the same channel to avoid message sending failure.

• If users are trying to create an ‘Auto Reply’ message flow in the Converse apps using Sender ID tagged to a WhatsApp channel, the system will allow them to enter free text or any template tagged with WhatsApp channel

• If a user is trying to create an ‘Automation’ or ‘Notification to user’ message flow in converse apps using Sender ID tagged to a WhatsApp channel, the system will allow him to use only MTM templates in the message flow. The user won’t be able to enter free text or select a non-registered template in the message flow. 

3. Bulk Messaging

As per WhatsApp Business Terms of Service and guidelines mentioned in the further sections, sending unwanted, non-personal, or bulk messages is a violation of their Terms of Service. Hence we recommend you to avoid sending such messages over WhatsApp.

Also while sending bulk messages even if you select ‘Record Owner’s Sender ID’ from the Sender ID drop-down list, you will be able to select templates that are tagged with SMS channels and messages would be sent on SMS channels by default. Your MoC configured phone fields and Sender IDs must belong to the same channel to avoid message sending failure.

A Conversation is a thread of messages between customers and agents. It is important to track these messages in order to monitor and streamline the CRM journey of your business.

The Converse Desk provides you with an intuitive, easy-to-use interface. It features a familiar Inbox style, making it simple for users to begin messaging with little or no training. The Converse Desk also features intelligence that guides users to effectively manage and respond to any volume of messaging conversations.

You can interact with Converse Desks from a variety of devices. You can use it as a standalone, embed the Desk in Salesforce records, or manage conversations in your Salesforce1 mobile app. All conversations are stored in Salesforce and updated across devices as you continue any conversation.

The new Converse Desk is also customized to display details as per your user profile.  It can be configured to display the layout or information as per your profile preferences.

The Converse Desk intelligently helps you quickly find and respond to conversations. You can do the following:

• Filter conversations by standard or custom Salesforce objects.
• Review a complete Conversation History, from lead to prospect to contact.
• Sort their Inbox to find specific conversation types or a single conversation.
• Check related conversations, so they have all the information they need.

Issue Scenario

User is unable to configure a default Sender ID for their users.

Solution

1.Refer to the topic on SMS History Visibility with Sharing Setting Rules for more details on assigning sender IDs.

2.Also refer the topic Add Sender IDs under Sender ID and Assignment in the Admin Guide.

Issue  Scenario

User is unable to send or receive messages owing to insufficient privileges.

Possible Causes

The user does not have appropriate permissions to create SMS records.

Solution

A minimum set of access is required to send and receive text messages.  Refer the section on SMS-Magic Converse Permission Details in the SMS-Magic Converse Guide for Salesforce Admin following link to review and grant appropriate access.

You can also grant the SMS-Magic Permission sets to users.
The Permission Management section under Converse Settings provides the details on available permissions.