Customer Support Menu with WhatsApp and Twilio Studio
With Twilio Studio, you can build a Flow to start quickly responding to customer support inquiries over WhatsApp.
In this tutorial, we'll build a Studio Flow that provides a traditional customer support menu via WhatsApp and lets customers respond with their choice. Users can initiate a message to your WhatsApp number by scanning your QR code or sending a message to the number directly. At the end, you'll be set to:
- Provide a customer support menu to start responding to the most common queries. You can use this as a base to build out your customer support presence and increase customer satisfaction.
- Publish your custom QR codes at your physical locations and on products. Customers can scan these QR codes to quickly interact with your business on WhatsApp.
You will need to have a WhatsApp number registered as a sender. For instructions on how to do this, please refer to the WhatsApp onboarding tutorial.
Info
The onboarding guide includes a section on registering message templates. For this tutorial, you will only be responding to incoming messages right away, so you do not need to have message templates approved.
We'll start with a fresh Twilio Studio Flow. Log into your Twilio account and navigate to the Studio Dashboard, then tap the + icon to create a new Flow. A "Flow" is the series of Twilio elements and applications that you orchestrate through Studio.
You can name your Flow anything you like — this example will use Customer Support.
_10Thank you for contacting us on WhatsApp for support! Please reply with one of the options below to tell us how we can help you._10_10🌐 1. Locations and Contact_10🎁 2. Offers Available_10📦 3. Return Policy_10⛑ 4. COVID-19 Information
Tip: Add some emojis to make each option stand out more and to make your customer service bot feel more welcoming.