WhatsApp campaigns, tone of voice and NPS

Purpose

Prepare messages and surveys with a defined channel, audience and sending rules.

Before you start#

• WhatsApp channels and customer service

Step by step#

1. 1

   Open Campaigns to configure the campaign using the available wizard and check the channel, audience, message and schedule.

2. 2

   Review provider rules and recipient authorization before sending; do not ignore protection pauses.

3. 3

   In Tone of Voice, prepare the organization profile and available associations. Bots use this tone only when organization-level usage is enabled.

4. 4

   In NPS, use New NPS Survey to prepare the question and sending settings.

5. 5

   Send the survey from the conversation menu → Send NPS, or through the NPS Survey block in a configured chatbot.

6. 6

   Monitor NPS responses and indicators in the module with the desired date range.

7. 7

   Do not confuse customer NPS with internal employee surveys: each workflow has its own audience and monitoring.