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How to create an inbound conversation

Creating an inbound conversation is very simple. Since inbound conversations are initiated by customers, there’s no need to create a message template. If you’ve already followed the steps to create an outbound conversation, the process is very similar.

Go to the “Conversations” section and click on the “Create Conversation” button.

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Example of creating an inbound conversation

Let’s create a conversation to receive messages from potential customers.

Let’s say you’re part of a company that sells pet products. Your potential customers send messages to your WhatsApp number. We want to receive those messages and respond to them. How would we do it?

1

Add message blocks

Once you’ve entered the conversation editor, you can add any message block. The first block you add will be where the conversation starts. Click on the button and select the type of block you want to add. In this case, we’re going to add a Message with options > Interactive buttons block.

2

Add additional message blocks

You can continue adding any message blocks. In this case, we’re going to add a Simple Message block to respond to the customer.

3

Connect blocks

Connect the first message block with the second simple message block. To do this, click on the output circle of the template block and hold the click while dragging the cursor to the input circle of the simple message block.

4

Complete the conversation

Complete the conversation by adding the remaining blocks. Once you’ve added the blocks, you can add the content of the blocks for your conversation.

5

Save as inbound conversation

Once you’ve completed the conversation, click on the Create Conversation button and then on Receive messages from customers (Inbound).

You’ve created and configured an inbound conversation!

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Edit an inbound conversation

You can edit an inbound conversation at any time. To do this, go to the “Conversations” section. Click on the “Edit” button on the conversation you want to edit.

Make the necessary modifications and click on the “Publish” button to save the changes.

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Next steps

  • Want to know how to connect agents to an inbound conversation? Check out our documentation on

    agent transfer block

    .

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Frequently Asked Questions

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