Why can't I chat on WhatsApp, with customers who reply to my back in stock WhatsApp message?

Context:

To use a service such as automated back in stock WhatsApp alerts, your number will be connected through a "WhatsApp Business API" (WABA) account.

As per WhatsApp rules, when a phone number is connected through a WABA account, that number cannot be connected to any other WhatsApp service such as the WhatsApp mobile App. This means, when a back in stock WhatsApp message is sent from your WABA, and customers reply to that message, you won't see the customer replies on your regular WhatsApp Mobile App as the WABA number won't be connected to the WhatsApp Mobile App.

What's the solution then?

To make sure customers who reply have a smooth experience, we send an instant auto-response to any customer reply, that looks something like this:

"This conversation is used only for Back in Stock notifications. If you need any help, please tap here: +XXXXXXXXXXXX".

The phone number added here is hyperlinked, and customers get redirected with one tap. Since this message is customizable, you can choose to redirect customers to your existing WhatsApp support chat phone number or you can redirect customers to your contact-us page.

Updated on: 03/05/2024