Hoola's Message Composer: Your Ultimate Guide to Effective Customer Communication

Discover Hoola's powerful Message Composer and elevate your customer support experience. This guide will walk you through essential features like adding notes for you and your team, sending multimedia, and utilizing templates, ensuring you can communicate effectively with your customers across various scenarios. Whether you're managing active conversations or re-engaging contacts, this guide is your key to mastering Hoola's communication tools for optimal customer satisfaction.

The message composer is there to send the right message to the right contact (active or not!)

For open conversations (”by default”) it looks like below:

This is where you manage your messages from adding notes, to sending audio, video or images, and sending templates.

To add a notes, click on the dropdown next to the active channel (WhatsApp) and click “Note” to change the input field to notes.

Now it changes the input field and you can type your note. Then hit “Save”

Once you have saved your note, it should show up as in-feed event, visible to all agents.

To send audio, either as a note or as a message, click the record button in the bottom left:

Click it once to record your audio, and again to stop the recording.

Then hit send to send the audio file, or:

Click 🎙️ to record again

Click ▶️ to listen to your audio

Click ❌ to delete the audio

Troubleshooting audio recordings

If you can’t record, click in the URL bar on the site settings, and make sure that microphone permissions are enabled.

To send PDFs, Videos or Images, click the 📎 icon:

You will be prompted to select a file, simply select one and it will be attached to your message:

Hit send to send the message!

🚨 It is not getting sent… ¿How big can files be? It depends on the file format:

To send a template, click the icon as seen below

You will see a list of all your support templates (so no broadcast templates) and be prompted to select and send one.

Simply hover over the list of templates to preview each, click one to select it, and click “Send” to send it to the contact.

After exactly 24 hours, WhatsApp closes the so-called “customer service window” in which you can exchange messages for free with the contact.

When this happens, the message composer will change to:

You can still add notes, or re-open the conversation using the “open conversation” button. This will re-open the message composer, and you can do 2 things:

Because you’re sending a template, select the template language, and hit send.

The template message is set to pending and will be automatically sent once the template is approved by WhatsApp