When is it convenient to use them?
- Barbara Lavia
A good use of this type of message is to send communications once the 24-hour period established by the Meta Group (ex-Facebook) has expired, which runs after the last message sent by the user.
Important: Remember that all conversations that have been entered through WhatsApp or Facebook Messenger expire after 24 hours after the last time the user sent a message. The only way to resume that contact is by using an HSM. This message should prompt the user to reply to the bot, so that the conversation can start again.
Another typical use can be sending bulk communications to customers, such as benefits, privacy policy changes, etc.
Examples
Let's look at some examples of use cases where Emilia, a user of the SaludCenter bot, a clinical analysis laboratory, is contacted through HSM for different purposes:
Appointment confirmation
In this example, Emilia scheduled an appointment days or weeks ago.
By using the recontact HSM, SaludCenter can contact Emilia again to remind her of the details of her shift and at the same time confirm or not confirm her attendance.
In this example, both the username and the shift details are dynamic data.
Resume Contact
In this example, Emilia started a conversation asking to be contacted by a customer service agent, but then she stopped responding, and her conversation expired since more than 24 hours had passed since her last message.
Through the use of the HSM, SaludCenter contacts her again to answer her initial query.
The dynamic data in this case is the name of the user and the name of the agent who is contacting her.
