WATI Summit H1 2021

Crystal Tai
WATI.io by Clare.AI Webinar Customer Success Manager
29 July 2021 Email: hello@wati.io
Tel: wa.me/85264318721
“In traditional business, the customer relationship ends
with purchase. But in a subscription business,
the customer relationship begins with the purchase”

Tien Tzuo, CEO of Zuora

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 • WATI Review (Jan – Jun 2021)

Agenda • What’s next? (Jul-Dec 2021)

• Important updates of WhatsApp official API
• Q&A Session

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WATI Review
Jan- Jun 2021

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 We are Clare.AI
That’s where we begin! More to come!

2016 2017 2018 2019 2020 2021

Sept Apr Apr Feb Feb Jam

/ Clare.AI is founded HKICT Awards 2017: / AIG HK / Cigna HK / Cigna HK ft. WhatsApp
Best FinTech Award Channel expansion to Facebook First WhatsApp for Business Selected by WhatsApp as / Launched advance
Bronze digital assistant to search and one of the global use cases flowbuilder feature
Sept Aug book panel doctors and being presented in
Cyberport Fintech CES 2020 …in Las Vegas.
Jun / JP Morgan
Hackathon Mar (Click here) Feb
1st regional projects in
1st Prize Winner Citi HK FinTech / Onboarded 1000+
…Taiwan (e-trading) ET Net FinTech Award
Challenge Sep global clients in 54+
Outstanding AI (Customer
Barclays Hackathon Silver Prize Oct Experience) Messaging / Oversea WATI countries
Manchester / HKTV Mall Platform enterprise partner
2nd Prize Winner HKUST One Million Dollar
Entrepreneurship eCommerce industry, Launched for Changi Jul
Fintech SuperCharger Competition broaden the services scope May Airport with dedicated /Sequoia Pre-A
Cohort 2.0 Silver Prize by CRM systems integration hosting in Singapore
/ HK Government Investment
Nov First HK Government digital Dec
Zeroth.AI, leading July / Sunlife Malaysia assistant launched for InvestHK
/ 500+ Clients milestone
AI accelerator Z01 / Fidelity HK Regional projects growing in Reached 500+ clients and
First bilingual digital South East Asia Dec launched various
assistant project launched Dec integration features
on Asset Management / WATI official launched!
/ Official WhatsApp Partnership
Selected as 1/30 WhatsApp’s
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global Business Partners
🎊Announcement🥳🎉

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WATI is now supporting
clients in 54 countries

With customer support extended to 24/7

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New features launched in H1
2021
Dashboard

Contact
Integration

WATI

Team Broadcast/
Inbox Template

Automation

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WATI Release Note:
https://support.wati.io/l/en/article/kvukszr1hh-2021-05-1-released-on-july-2021
 New features launched in H1 2021
Broadcast &
Template

x
Team Inbo

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 New features launched in H1 2021
Dashboard
Contact

• Top Operators by the duration

• Customer Support and Template Messages Volume
• Get more options for issue history and
added download option for Agent Performance 10
 New features launched in H1 2021

Integration

• Support Facebook Ads showing in WATI

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 New features launched in H1 2021
• Text

Basic Plan • Questions

• Conditions

• Operation
Flow Builder
PRO Plan • Integration

• Sequences

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Ref: https://support.wati.io/l/en/article/su0b16w2jl-what-are-difference-between-basic-plan-and-pro-plan
Setup & Verification Process of
WhatsApp Business Account (WABA)
Clare.AI will handle and guide businesses to set up as a WhatsApp trusted official partner.
Setup Time: Prerequisite:
3-5 working days by Clare.AI 1. WhatsApp Phone number(non-transferable)
(Depending on Business Verification progress 2. BMID (Guidelines for finding BMID)
reviewed by Facebook Official Team, usually 1-3 3. Display name (Guidelines for Display name)
weeks.) 4. Business verification on Facebook Business Manager –
Business certificate, address proof, official company website/email address
(Guidelines for Business Verification)
Embedded Sign-up

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Use Cases

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 Case Study – Baby related product in SE Asia

A baby related product vendor

on Shopify

• Uses WATI since Feb 2021

• Integrated Shopify on WATI

• Enabled auto abandoned

cart message

• Recovered ~12,525 USD

in >6 months

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 Case Study – E-commerce order flow
Use Case: E-commerce customer
support + sales conversion

• Inbound messages from

social media platform/ ad/ SEO

• >30-40% of the chats are solved

by Bot; the rest are handled by
human agents due to consultation

• Basic flows are used for sending

consent form, sending informative
messages etc.

• Pro flows are used for integration for

order tracking, collecting data, order
placing etc. Advanced automation can
minimize human involvement.
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What’s next?
Jul - Dec 2021

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WhatsApp Sample Rich Media Template Message

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*All Template Messages have to be approved by WhatsApp.
Interactive List Message

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 WATI – July release 🥳

Automation Team Inbox

• Keyword - Contains • Quick reply sorting (most used)
• Auto message based on • New Filters (Allow broadcast/SMS)
online status of agents • “Read More” for long message expansion
Flow builder
• Import & Export Flows Broadcast
• Time Delay (pro) • "Broadcast History" & "Scheduled
• Google sheet search (pro) Broadcasts"
• Sequence (Drag & drop)
Settings
• Export ALL chats (pro)

WATI July Release Note: 20

https://support.wati.io/l/en/article/kvukszr1hh-2021-05-1-released-on-july-2021
 Upcoming NEW features in 2021 🤩

WAT I I nt e r face
New
Upcoming features

• List Message in Flow builder (pro)

• Support for RTL Languages
(Arabic & Hebrew)
• Keyboard Shortcuts
• Feature to Copy Flow
• Self-serve Billing management

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WATI Roadmap: https://trello.com/b/jl7Y7k8H/wati-product-roadmap

WhatsApp official API
Updates

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 Promotional Messages for template
(Testing in specific countries***)
Quality Based Messages is allowing businesses to sending promotional content & FAQS in templated messages.

On June 7, 2021, WhatsApp expanded the test to the following countries:

Singapore, Malaysia, South Africa, United Arab Emirates, Russia, Saudi Arabia, Israel, United Kingdom, Netherlands, Spain, Italy, Germany,
Nigeria, Egypt, Brazil, Colombia, Jamaica, US.

Prerequisites Considerations & Restrictions

ü Business must be present in the mentioned
countries and have the same country
setting in their Business Manager (with
verified entity)
i.e. Promotional template message will be approved in a
Singapore company BM
ü No additional integration work is required to
unlock this capability
ü No change in the template approval
process
• Businesses must get opt-in from users
before sending any proactive messages,
including non-transactional messages.
And these opt-ins need to adhere to
WhatsApp opt-in policy guidelines
• Broadcast notifications, such as
recurring newsletters, are still not
allowed on the platform
• Businesses must follow
WhatsApp’s commerce policy

Template message Guidelines: 23

https://developers.facebook.com/docs/whatsapp/message-templates/guidelines
 Message type: conversation-based
WhatsApp API led to 89% higher average CSAT rating and 133% higher agent efficiency
compared to alternative customer service channels1

What You need to Know: ü Building rich, interactive features

q Conversation session ü Expanding test to allow new types of

à 24 hours user-initiated session proactive notifications
q Free tier ü Making user-initiated conversation rates
à First 1,000 conversations/ month
à businesses can maintain an
q Two rates always-on presence on WhatsApp
à Business-initiated conversation
à User-initiated conversation

q Free entry points

à Click to WhatsApp from
FB CTA(Call-to-Action) will be free

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* Please stay tuned for WhatsApp Official Business API pricing change in 2022
 Changing BSP
(with the same number)

Pre-requisites The number will keep:

1. 2FA should be disabled on the number ü High Quality template messages

by the current registered BSP ü Original Message Limit Tier
ü Official account status (Green Tick)
2. Client must provide
- BMID
- Display Name ❌ Downtime
- Phone Number

Migrate your WhatsApp API Number from another BSP to WATI

(by Clare.AI – WhatsApp Official Partner)

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Ref: https://developers.facebook.com/docs/whatsapp/business-management-api/guides/migrate-phone-to-different-waba/
Q&A Session
Email:
hello@wati.io

WhatsApp support:
wa.me/85264318721

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 Thank you.
Complete a 1 min survey to get your
1 month free promotion code. https://clareai.typeform.com/to/sNEky32i

For WATI clients, join us for a customer interview

for a free $49 credit!

Crystal Tai
Customer Success Manager

Email: hello@wati.io
© 2021 Clare.AI Limited. Strictly confidential.
Tel: wa.me/85264318721
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