Messaging clients with WhatsApp Carousels in Kommo CRM

A carousel is a dynamic and interactive messaging format that allows you to showcase multiple pieces of content in a horizontally scrollable view on WhatsApp:

Every media card in the template includes a header asset, which can either be an image or video, body text, and up to two buttons. The buttons can be a combination of quick reply and URL buttons.

This messaging format improves the visual appeal of your messages and provides a better experience for your clients. It allows them to engage with multiple pieces of information without leaving the chat.

Two major things are needed to send WhatsApp Carousels. Before you set out on your carousel journey, let’s go through them individually.

WhatsApp Carousel is available to only those using the API version of WhatsApp. You can create and send WhatsApp Carousels using the WhatsApp Cloud API integration with Kommo CRM.

The WhatsApp Cloud API integration in Kommo allows businesses to interact on a larger scale than those using just the WhatsApp business app. If you are new to this version of WhatsApp, here are some core features of WhatsApp Cloud API 👇

As mentioned above, since WhatsApp Carousel templates can only be sent with WhatsApp Business platform integrations, like the WhatsApp Cloud API, you need to have a CRM like Kommo.

Kommo is the world’s first WhatsApp CRM and is also an officially badged Meta Business Partner, indicating that Kommo’s expertise has been verified and recognized by Meta 🤝

Since WhatsApp Carousel is a type of WhatsApp template, it needs to be approved by Meta. Creating a template and sending it for Meta review happens directly in Kommo CRM. Meta can take up to 24 hours to either approve or reject it.

Do not worry! We will briefly discuss how to create WhatsApp Carousel templates in Kommo 🤫. Keep reading 😉

The WhatsApp Carousel feature is a game-changer in improving customer interactions and boosting sales. Let’s explore some of these benefits 👇

WhatsApp Carousels easily grab viewers’ attention with their swipeable design. This keeps your clients engaged and allows them to access more information without feeling overwhelmed.

Adding buttons helps drive actionable steps like visiting a website, purchasing, or contacting support. This reduces friction when buying, leading to higher conversion rates.

With the WhatsApp Carousel, you can break down complex or multiple texts into straightforward and sequential slides, telling a story that is easy to follow and visually appealing.

Since WhatsApp is primarily used on mobile devices, the carousel is optimized for mobile experiences. The layout ensures content is easy to navigate on smaller screens.

Instead of sending generic messages, you can tailor your WhatsApp Carousels to a specific target audience.

Let’s consider some types of businesses that can fully maximize the benefits of WhatsApp Carousels. (Please note, however, that even if your type of business is not on this list, as long as you have a pictorial view of your products and services, you can still use WhatsApp Carousels).

A WhatsApp Carousel is ideal for stores to display various products in a visually appealing format.

Depending on the season, you can use WhatsApp Carousels to showcase your travel packages or destinations.

If you run a restaurant or food delivery service can use WhatsApp Carousels to display menu items or promote special dishes.

Using a WhatsApp Carousel to promote your educational and training courses can help your students understand what each entails and decide which ones to join.

If you have a real estate agency, you can easily showcase properties for sale or rent, keeping potential buyers updated and helping your clients sell or find tenants as soon as possible.

Since we are specifically talking about WhatsApp Carousels, let’s look at how to create and send them in a CRM using Kommo. Are you ready? 🤭

1. Open your Kommo account.
2. Go to Settings → Communication tools. The Chat Templates section will open. Then, click Add a new template.

1. Set up the template.

a. Enter a Template name.

b. Change the template type to “WhatsApp” and choose Marketing as the category.

c. Under message type, change to Carousel and set the language of your choice.

d. Next, fill out each card’s media header, body text, and at least one button.

e. To add more cards, click on the + Card button.

1. When done, you can save your template as a draft for further editing or submit it for Meta’s review and approval.

That was very easy, right? Now, let’s get to an even more fun part.

For the WhatsApp Carousel templates to work correctly, there are some basic things to note 👇

• All cards should have the same header format (e.g., image or video). Mixed header types are not allowed.
• All cards must each have the same amount of URL buttons. If one card has 3 buttons, for example, the rest must have 3.
• If you change the header type in one card, it will automatically apply to all cards, but all media will be deleted.
• Adding or deleting a button in one card also applies to all cards.

There are three ways to send carousel templates in Kommo:

• The Chats feed
• Salesbot
• Kommo app

This allows flexibility depending on the actions you want to take. Let’s look at each way one after the other 👇

1. Go to the Chats section.
2. Open any chat of the client you want to send the carousel to.
3. Within the chat box, type “/.”
4. Next, select a template approved by Meta.

1. 5. You can preview the carousel and click Send template once it looks good.

1. Click on Settings → Communication tools.
2. Go to the Salesbot section and click Create a new bot.

1. On the Salebot building page, click Message and choose your approved WhatsApp Carousel template.
2. Ensure to also select your WhatsApp Cloud API number as the communication channel.

1. Before saving your bot, you’ll see a preview of the carousel templates.

If you want to learn more about how to build a salesbot, you can check out our video below 👇

Kommo makes it easy to stay connected to your clients even when you are on the go.

This way, you never miss a message or an opportunity to update your clients.

1. Open Chats and start a conversation.

1. Click the robot icon and select Response Templates.

1. Next, choose an approved carousel template. The template will then appear in the chat box as an attachment.

To make the most of your WhatsApp Carousels, you should intentionally create them. Here are five best practices to use 👇

Since the visuals in your WhatsApp Carousel are the first thing clients notice, ensure they are eye-catching and professional.

Less is more when it comes to WhatsApp Carousel text. Do not overwhelm your customers with long text; make the short and impactful.

Ensure every media card has a clear, actionable button or link that guides your client’s actionable steps.

You should avoid placing too much information into a single carousel. Instead, each campaign should have one goal.

It is important to monitor the performance of your carousels and adjust them based on the results you get.

WhatsApp Carousel in Kommo combines visual appeal with interactivity, making it a powerful tool for businesses looking to enhance client engagement.

So whether you’re a small business or a global brand, this feature will transform how you connect with your customers.

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