Human Assistance Policy

• It is mandatory that the path for your customer to obtain human assistance is clear, within WhatsApp.

• Ways to escalate to Human assistance accepted within WhatsApp’s policy:

  • Human Referral within the channel (we suggest this one, as it makes your customer’s life easier.)

  • A message clarifying the ways your customer can contact a Human: Directing them to a phone number, email or web form to open a ticket or directing them to a Physical store.

• E.g.: Hello, to speak to one of our agents please call: XXXXXX

• E.g.: Hello, to speak to one of our agents please email: XXXXXX

https://www.whatsapp.com/policies/business-policy/

Note: Failure to comply with this policy will impact the quality of your channel and, if not resolved, it can impact your tier (causing it to be downgraded).