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WhatsApp changes business policy towards automated conversations.

WhatsApp is introducing a new policy as of November 1st that aims to force businesses that use automation or chatbots to reply to user-initiated messages to supply a direct human escalation path within the chat thread.

These human escalation paths refer to examples such as human agent hand offs, phone number, email, web support forum or offer in store visits and will be an important development in WhatsApp’s policy changes.

This is because businesses will need to ensure that these paths are fully operational and available by November 14th when WhatsApp will be reviewing bot experiences directly on the platform. Furthermore, those who are identified as unable to provide a human escalation path may see limitations to their ability to send messages on the WhatsApp Business API.


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