Contact WhatsApp Queues

A WhatsApp Queue is a queue type in Lexer Contact.

It allows you to send one-to-one messages to customers using WhatsApp— from your mobile device (or WhatsApp desktop app). Perfect for brands who want to engage customers in a more natural way.

Our intuitive solution enables retailers to deliver highly personalized VIP messaging through WhatsApp at no additonal cost—no need for a WhatsApp Business account.

Using WhatsApp with Lexer Contact is efficient, scaleable, and measurable.

How to create a WhatsApp Contact Queue

1. Navigate to Understand > Segment.
2. Select the Segment you would like to target. Make sure this segment includes profiles with the mobile number attribute, so they can be contacted.
3. Click the arrow to open the segment settings.

In the Segment Settings:

1. Click the Engage tab.
2. Click Create A Queue For This Segment.
3. Then In the Summary tab, select WhatsApp as the channel type.
4. In Brief tab, configure Lexi to generate messages in the right tone, length, and context for WhatsApp.
5. Preview the message, and then click Save.

Sending WhatsApp messages in Contact

Once your queue is ready:

1. Navigate to Engage > Contact.
2. Select the queue.
3. Review the Lexi-generated messages.
4. Select Send In WhatsApp.

Opening WhatsApp

1. Use your phone’s camera to scan the QR code—this will automatically open WhatsApp.
2. You'll see a preview of the message, and two options. Make sure to select Message.
3. The message will be pre-populated, no need to retype. This reduces errors and speeds up the process, resulting in a better experience for all involved.
4. Once you have sent the message in WhatsApp, select Mark As Done to return to the queue.
5. Replies will appear in WhatsApp.

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Using WhatsApp Contact Queues In Serve

Contact Queues can also be accessed from the Messages menu within our in-store clienteling tool, Lexer Serve.

1. Select Contact from the left hand side menu.
2. Queues that have been configured for WhatsApp will show the WhatsApp icon.
3. Review the message, select Send in WhatsApp, and scan the QR code.
4. Remember to select Mark as Done once sent

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That’s a wrap

With WhatsApp and Lexer Contact, you can join the power of Lexer's CDXP with the world’s most popular messaging app. Start a queue today and meet your customers where they’re already chatting.