WhatsApp Channel Release Notes
WhatsApp channel v2 release details
Overview
This release leverages the capabilities of WhatsApp as an additional channel for citizens to access/ pay bills for revenue modules like property tax and water/sewerage. With the improved user experience in terms of messaging and overall application flow, WhatsApp (V2) aims to strengthen the ease of service access for citizens at the last mile.
Release Highlights
Improvements in Public Grievance Redressal Module
Enhancements in messaging language.
NLP Inclusion (For City & Boundary Selection).
Improvements in Bill Payments
Enhancements in messaging language.
Inclusion of call to action buttons (for certain messages).
For Linked Mobile Numbers
Single-click access to bills (for PT and W&S)
For Non-Linked Mobile Numbers
Provision of Search & Pay (If Property/Connection Details are known).
Inclusion of Open Search Links (If Property/ Connection Details are unknown).
Improvements in Payment History
Enhancements in messaging language and flow.
Inclusion of call to action buttons (for certain messages).
For Linked Mobile Numbers
Access to view the last three payments made (for PT & W&S)
Provision to download the last three payment receipts
For Non-Linked Mobile Numbers
Access control to view payments history only.
Release Features
Key Feature
Description
Call to action (CTA) Buttons
Call to action buttons (CTA) is an interactive message template that aims to provide an improved conversational experience. For WhatsApp V2, certain endpoints have called to action buttons included.
Instead of citizens typing for a reply, CTA buttons allow citizens to select the option and perform action instantly. The CTAs are applicable to the following scenarios :
Pay Bills.
Return to Main Menu.
View Payment Receipts.
Provision For Search & Pay Bills.
(Non-Linked Mobile Numbers)
As part of the WhatsApp V2, citizens :
whose mobile numbers are not linked with DIGIT.
are aware of the account details (PT ID/ Connection No).
can now search and pay the outstanding bills.
This feature encourages citizens to have access to outstanding bills on DIGIT even if the mobile number is not registered on the platform.
Inclusion of Open Search Links
As part of the WhatsApp V2, citizens :
whose mobile numbers are not linked with DIGIT
not aware of the account details (PT ID/ Connection No)
can now use the open search and pay the outstanding bills.
The open search allows citizens to fetch outstanding bills using other parameters (like door no/ name etc). In this case, the citizens will be redirected to the open search webpage and all the further interactions are exclusive of WhatsApp Chatbot.
This feature encourages citizens to have an access gateway to pay outstanding bills even when the required details are unknown.
View Payment History
View Payment History feature allows citizens to view the last three payments made for revenue service.
Further, in order to comply with data privacy :
Only linked mobile numbers are allowed to download the past payment receipts.
Non-Linked Mobile numbers cannot access the receipts and only have provision to view payments history.
NLP Inclusion
As part of the WhatsApp V2, citizens can now type and submit the :
City Name
Locality Details
while filing a complaint on PGR.
This feature is a major enhancement to the older version as now citizens don't have to be redirected outside the chatbot to select details.
Instead, citizens can now type and submit the information. Even when the information entered is incorrect, the NLP engine provides a suggestion for citizens to make corrections and proceed.
Limitations
As an external independent environment, WhatsApp has the following limitations (applicable for current and future initiatives) :
Limitation
Description
Access Control On Template Messages
Only messages that are approved by WhatsApp can be part of the chatbot.
Post-approval only, internal development/ configuration can take place.
No Alteration/External Development Allowed.
WhatsApp does not allow the alteration such as chat inbox or message pad.
Access control over the User Experience
We cannot control UX Aspects such as :
Messaging Alignment (Auto-adjusted by WhatsApp as per Device).
Resolution Adjustment (Image & Multimedia Files).
Font Size & Style.
Message Character Length.
Message Delivery Speed (Not Fully)
Message Ordering
Upcoming Release Features
Water & Sewerage Open Search Infographic (For New UI).
Integrate common pay new UI.
DIGIT Platform Enhancements
Update a non linked mobile number as an alternate number (post payments).
Access control on payment recipients (owner vs others).
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