Hi Ido! Thank you for posting about this  

To ensure I’m fully understanding your request, are you looking to initiate new conversations on your new WhatsApp channel? Or rather continue existing conversations from the previous channel?

Hi Ido,

Great question! To initiate an ongoing conversation with WhatsApp in Front, you can still take advantage of Front's automation and messaging workflows.

few tips that have worked for us:

Use Rules for Outbound Messages: You can set up custom rules in Front to trigger outbound WhatsApp messages based on certain conditions (e.g., a follow-up reminder or a customer inquiry that requires additional information). Although Front doesn’t support WhatsApp message initiation directly, combining rules with your integration can automate responses when a customer reaches out, ensuring continuity.

Follow-up with Sequences: If your integration supports it, you might be able to build message sequences that can be triggered based on certain touchpoints in the conversation. For example, if a customer asks for additional information, Front can send an automatic reminder or update after a certain time. This can help keep the conversation flowing smoothly.

Manual Initiation via Shared Inbox: If you need to reach out proactively, Front’s shared inbox allows your team to see conversations across multiple channels (email, WhatsApp, etc.), so you can jump into a chat and initiate a message. You can manually send a WhatsApp message from the shared inbox to keep the conversation going.

Message Templates for Quick Replies: Use canned replies or message templates to quickly respond to customers and maintain ongoing dialogues. You can create templates for common follow-ups or inquiries, which can save time when reaching out proactively.

Hope this helps! Would love to hear if others have more insights or better workflows in place for initiating WhatsApp conversations!