With Hoola, opening conversations is easy and intuitive, optimized for both new and returning contacts. Whether you're reconnecting or reaching out for the first time, our platform provides tailored tools to ensure smooth and impactful communication.
This guide will walk you through the different ways to open conversations, highlighting their benefits and providing clear steps to get started.
Benefits of Opening Conversations with Hoola
Streamlined Communication: Easily engage with both new and existing contacts using predefined templates and quick messages.
Compliance with WhatsApp Rules: Hoola ensures your messages adhere to WhatsApp’s policies, maintaining your account’s reputation.
Enhanced Engagement: Personalize your outreach with marketing templates or resolve issues quickly using utility templates.
Increased Efficiency: Save time with reusable quick messages and automated flows.
Read all about opening conversations or watch our video up next:
Types of Conversations
Closed Conversations: Reconnect with contacts you’ve spoken to before.
New Conversations: Reach out to contacts you’ve never engaged with previously.
Ways to Open Conversations
Hoola supports two primary methods:
Using Templates:
Utility Templates: Ideal for resolving issues or providing guidance (e.g., lost items, delivery updates). ⚠️ These are strictly informational and cannot include promotions or offer.
Marketing Templates: Perfect for promotions, offers, and discounts. These can help you attract and convert customers.
Direct Messaging for Returning Contacts: For contacts you’ve engaged with before, you can send a simple message without requiring a template.
Step-by-Step Guide to Opening Conversation
Once you have created a template from the Settings > Template Section. Learn how to do it here.
For New Contacts:
1 Access the Template in your Inbox:
Start a new conversation in your Hoola Inbox section.
2 Choose a Template Type:
Select either a Utility or Marketing template that you have previously created based on your conversation’s purpose.
To see all templates created click on the template icon
3 Send the Template Message:
Choose the language from the flags section and then, and then send the message. Wait for the contact’s response to proceed further.
Note: New conversations require the recipient’s reply to continue. Sending additional messages without a response is prohibited by WhatsApp and may result in restrictions.
When sending Marketing templates to customers, think of each message as an invitation to start a conversation. The conversation officially begins when the customer replies. Until then, WhatsApp limits the number of templates you can send without a response to maintain a healthy messaging environment.
We suggest to:
Send only 1–2 marketing messages to gauge engagement before sending more.
Wait at least 48–72 hours after the "Healthy Ecosystem" error before retrying.
Leverage utility templates to re-engage customers in the case that we can't get Marketing ones through
For already existing Contacts:
1 Compose a Message:
Go to closed conversations in the Inbox and select the contact you want to communicate with.
2 Open the conversation
Click on "Open Conversation"
3 Write and select a Language:
Write your message directly in the Message Redactor
Ensure the message is in the recipient’s preferred language from the flags section
Click on the speaker icon to automatically send it as a Marketing Template
3 Send the Message:
Click send. Since you’ve already interacted with this contact, no additional approval is needed.
Note: if you prefer you can send a marketing template instead of a simple message to assure approval with the speaker icon as mentioned above
Understanding Quick Messages vs. Templates
Saved responses for frequently asked questions.
Use the “/” shortcut in the Message Redactor to call them up.
They are not templates and do not ensure the opening of a new conversation.
Designed specifically to open conversations, especially with new contacts.
Must be approved
(by meta)and selected from the Templates section.
Tips for Success
Be Clear and Concise: Especially for new contacts, provide all necessary information in the first message.
Stay Compliant: Avoid sending promotional messages using Utility templates.
Use Personalization: Leverage variables in templates to make messages feel tailored.
Monitor Engagement: Track responses to identify what works best.
Conclusion
Opening conversations with Hoola is designed to be seamless and effective. By using the right tools and understanding the rules, you can maximize engagement and maintain compliance. Ready to elevate your customer communication?
Learn more about our features with our Guides & FAQs.