{"id":4361,"date":"2024-07-12T13:55:46","date_gmt":"2024-07-12T16:55:46","guid":{"rendered":"https:\/\/matrixgo.ai\/como-escrever-hsm-de-qualidade-para-whatsapp\/"},"modified":"2024-07-12T13:55:46","modified_gmt":"2024-07-12T16:55:46","slug":"como-escrever-hsm-de-qualidade-para-whatsapp","status":"publish","type":"post","link":"https:\/\/matrixgo.ai\/en\/como-escrever-hsm-de-qualidade-para-whatsapp\/","title":{"rendered":"How to Write a Quality HSM for WhatsApp"},"content":{"rendered":"<p><strong>High Structured Message (HSM) is a Meta-authorized tool for automating active communication with customers.<\/strong><\/p>\n\n\n\n<p>This message type has a pre-approved structure in accordance with WhatsApp Business policy. This means businesses can safely use WhatsApp HSM to automatically communicate with their customers.<\/p>\n\n\n\n<p>Companies use these messages to send notifications about promotions, order status, and information about invoices and bills, even when the customer didn&#039;t initiate the conversation, as carriers do.<\/p>\n\n\n\n<p>The tool works in two ways: to start conversations and to continue a request after 24 hours.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>What are the rules for using HSM on WhatsApp?<\/strong><\/h3>\n\n\n\n<p>For a company to use WhatsApp HSM, certain rules must be followed. Check them out!<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Have an official number<\/strong><\/li>\n<\/ul>\n\n\n\n<p>After creating a business account, WhatsApp Business verifies that the number used actually belongs to the company. After this process, the account is eligible to receive the blue authenticity badge.<\/p>\n\n\n\n<p>Regarding the seal, it is worth remembering, however, that the company needs to be considered well-known and have a lot of public recognition \u2014 and this understanding comes from WhatsApp itself.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Do not send spam<\/strong><\/li>\n<\/ul>\n\n\n\n<p>To send messages that are not considered spam, the company must have prior permission from the customer \u2014 called opt-in.<\/p>\n\n\n\n<p>WhatsApp prohibits companies from sending commercial messages without this permission, and organizations that fail to comply with this rule risk being banned for sending spam.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Respect unsubscription<\/strong><\/li>\n<\/ul>\n\n\n\n<p>When a customer no longer wishes to maintain contact with the company, it is possible to use a solution known as opt-out \u2014 which, as the name suggests, is the opposite of the opt-in mentioned above.<\/p>\n\n\n\n<p>In addition to allowing the customer to unsubscribe from the company&#039;s mailing list, the company must respect this decision and not attempt to contact the customer until the user opts in again through the opt-in process.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>HSM Categories and Templates<\/strong><\/h3>\n\n\n\n<p>There are three categories of Highly Structured Message (HSM) templates on WhatsApp that can meet your needs and automate steps in your company&#039;s customer service: Marketing, Utilities, and Authentication templates.<\/p>\n\n\n\n<p>Understanding these categories is the first step to using this tool effectively. We&#039;ll discuss them in more detail below. Check it out!<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Marketing<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Marketing templates are the most flexible. They allow businesses to achieve a wide range of goals, from generating awareness to driving sales and more.<\/p>\n\n\n\n<p><strong>Practical Application:<\/strong> The most common example is calling a customer about a certain issue.<\/p>\n\n\n\n<p><strong>Example Message:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/matrixgo.ai\/wp-content\/uploads\/2024\/07\/Marketing.jpeg\" alt=\"\" class=\"wp-image-2746\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Utility<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Utility Templates are triggered by a user action or request. They must include specific information about the transaction, account, subscription, active interaction, or appointment they refer to.<\/p>\n\n\n\n<p><strong>Practical Application:<\/strong> The client has scheduled an exam or appointment and you need to confirm this appointment.<\/p>\n\n\n\n<p><strong>Example Message:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/matrixgo.ai\/wp-content\/uploads\/2024\/07\/WhatsApp-Image-2024-07-10-at-07.56.21-1.jpeg\" alt=\"\" class=\"wp-image-2747\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Authentication<\/strong><\/li>\n<\/ul>\n\n\n\n<p>Authentication Templates are used to send security notifications to your customers.<\/p>\n\n\n\n<p><strong>Practical Application:<\/strong> The client logs into the platform and receives a code via a template for two-factor authentication.<\/p>\n\n\n\n<p><strong>Example Message:<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/matrixgo.ai\/wp-content\/uploads\/2024\/07\/WhatsApp-Image-2024-07-10-at-07.56.20.jpeg\" alt=\"\" class=\"wp-image-2748\" \/><\/figure>\n\n\n\n<p><strong>Other Tips<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Remember that when you send a template, you don&#039;t get free text from the client, so create templates with questions to encourage the client to answer something.\n<ul class=\"wp-block-list\">\n<li>Extra tip: Use buttons in the template<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When registering templates in Broker, a flag is available that says &quot;Allow template to be recategorized.&quot; If you select this flag, the Broker won&#039;t reject a template that doesn&#039;t fit the proposed category, but will fall back to the category Meta believes is correct.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>When you submit a template from a specific category (e.g., Marketing), you open a 24-hour window and can upload other templates from the same category at no additional cost.\n<ul class=\"wp-block-list\">\n<li>Bonus tip: Use this feature to build follow-up templates when you send a template and don&#039;t get a response;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Marketing Experiment: If you use Marketing templates, you may have seen some errors in submissions indicating that the number is in a Marketing experiment and therefore cannot receive templates in this category.\n<ul class=\"wp-block-list\">\n<li>Unfortunately this is a restriction of Meta itself and from what it says, around 1% of the numbers are in this experiment (Source).<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>OPT-IN and Consent: Remember that your customers must consent to receiving template messages, both according to WhatsApp policies and the LGPD;<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Learn how to write a quality HSM<\/strong><\/h3>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>1. Define the Purpose of the Message<\/strong><\/h4>\n\n\n\n<p>Every HSM should have a clear objective. Ask yourself:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What is the purpose of this message?<\/li>\n\n\n\n<li>What do I want the recipient to do or know?<\/li>\n<\/ul>\n\n\n\n<p>Some examples of common goals include confirming a purchase, sending an order status update, reminding you of an appointment, or providing important information.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>2. Be Clear and Concise<\/strong><\/h4>\n\n\n\n<p>Clarity is essential in an HSM. Use simple, direct language to convey your message. Avoid jargon and unnecessary information. An effective HSM should be quickly understood by the recipient.<\/p>\n\n\n\n<p><strong>Example of a Clear and Concise Message:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Subject<\/strong>: Order Confirmation<\/li>\n\n\n\n<li><strong>Message<\/strong>: \u201cHello [Name], your order #[OrderNumber] has been confirmed! The estimated delivery date is [Date]. Thank you for shopping with us.\u201d<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>3. Personalize the Message<\/strong><\/h4>\n\n\n\n<p>Personalizing the message with the recipient&#039;s name or other relevant information can increase customer engagement and satisfaction. Personalization shows that the message was written specifically for them, increasing relevance.<\/p>\n\n\n\n<p><strong>Example of a Custom Message:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Subject<\/strong>: Appointment Reminder<\/li>\n\n\n\n<li><strong>Message<\/strong>: \u201cHello [Name], this is a reminder for your appointment with Dr. [DoctorName] on [Date] at [Time].\u201d<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>4. Use an Appropriate Tone<\/strong><\/h4>\n\n\n\n<p>The tone of your message should reflect your brand&#039;s personality and be appropriate for the context. Be professional, friendly, and respectful.<\/p>\n\n\n\n<p><strong>Example of Appropriate Tone:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Subject<\/strong>: Shipping Status Update<\/li>\n\n\n\n<li><strong>Message<\/strong>: \u201cHi [Name], your # [OrderNumber] order is on its way! Delivery is scheduled for [Date]. Track the status here: [Link].\u201d<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>5. Include Calls to Action (CTAs)<\/strong><\/h4>\n\n\n\n<p>If the message requires action from the recipient, make that clear. Include a call to action (CTA) that&#039;s specific and easy to follow.<\/p>\n\n\n\n<p><strong>Example Message with CTA:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Subject<\/strong>: Delivery Scheduling<\/li>\n\n\n\n<li><strong>Message<\/strong>: \u201cHello [Name], your delivery is scheduled for [Date]. If you need to change the date, click here: [Link].\u201d<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>6. Review and Test Your Messages<\/strong><\/h4>\n\n\n\n<p>Before submitting your HSM for approval on WhatsApp, review the message to ensure there are no grammatical or typographical errors. Also, test the message with a small group to get feedback and make adjustments if necessary.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>7. Submit for Approval<\/strong><\/h4>\n\n\n\n<p>After reviewing and testing, submit your HSM for approval by WhatsApp. This process can take some time, so plan ahead.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Conclusion<\/strong><\/h3>\n\n\n\n<p>Writing a quality HSM for WhatsApp requires attention to guidelines, clarity, personalization, and a clear objective. By following these practices, you can create messages that not only meet WhatsApp&#039;s requirements but also provide an excellent customer experience, increasing engagement and satisfaction. With a strategic and thoughtful approach, HSMs can be a powerful tool for proactive and effective communication with your customers.<\/p>\n\n\n\n<p>And for our customers <a href=\"https:\/\/matrixgo.ai\/\">Matrix Go<\/a>, we have the Academy, a training platform with a complete course on how to register HSMs in our Chatbots &amp; AI service platform. Contact us <a href=\"https:\/\/site.matrixgo.ai\/pt-br\/cadastro-matrixgo\">our team<\/a> and request your access!<\/p>","protected":false},"excerpt":{"rendered":"<p>How to Write a Quality HSM for WhatsApp: rules and tips on how to use it correctly and avoid having your number banned.<\/p>","protected":false},"author":21,"featured_media":4362,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","_joinchat":[],"footnotes":""},"categories":[41,408,366,526,527,395,373,96],"tags":[65,67,225,528,72,93,85,58],"class_list":["post-4361","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atendimento","category-chatbots-ia","category-google","category-hsm","category-marketing","category-metricas","category-tecnologia","category-vendas","tag-atendimento","tag-chatbots","tag-comunicacao-digital","tag-hsm","tag-inteligencia-artificial","tag-marketing","tag-vendas","tag-whatsapp"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - 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