WhatsApp Message Templates

Background

I started working as the lead designer for the Meta Channels squad in the Kustomer design team in Oct 2022, after joining Meta.

Kustomer is a cloud-based customer relationship management (CRM) platform that offers a unified view of customer interactions and communication channels. Kustomer was acquired by Meta in 2020.

Background

I started working as the lead designer for the Meta Channels squad in the Kustomer design team in Oct 2022, after joining Meta.

Kustomer is a cloud-based customer relationship management (CRM) platform that offers a unified view of customer interactions and communication channels. Kustomer was acquired by Meta in 2020.

Background

I started working as the lead designer for the Meta Channels squad in the Kustomer design team in Oct 2022, after joining Meta.

Kustomer is a cloud-based customer relationship management (CRM) platform that offers a unified view of customer interactions and communication channels. Kustomer was acquired by Meta in 2020.

My Role

My aim as lead designer was to create best-in-class native experiences for Meta channels (WhatsApp, Facebook, Instagram) in Kustomer, beginning with WhatsApp.

The beta release of native WhatsApp integration was already in progress when I joined, led by the previous designer Lucy Wu. My task was to finish the remaining features for a successful GA launch in Q4 2022.

WhatsApp Message Templates

WA Message Templates are used to send business initiated messages. At any time, you can send business initiated messages to customers who have opted-in. They are also commonly used if you would like to continue a conversation with a customer that has been ‘ended’ due to the 24 hour session limit.

Our Users

I worked together with the UX research team to gain an understanding of the various personas that were engaged.

Experience Demo

More details coming soon... 🙏