Add a New WhatsApp Account

Click on  to add a New WhatsApp Account:

and insert the requested values:

• Name: the name of the WhatsApp account
• Key: here you can define a short name (5 char maximum) for the Account that will be shown on the Agents Tabs
• Proxy or Motion Domain: by default your actual motion domain port 443 is inserted in this field 
• List: the default List where the new WhatsApp contacts will be saved in the Contacts Manager (see Lists), if it is not already there
• Phone: the solution provider phone number
• Type: choose from the list one of the available provider types (at this time only one provider has been certified: Twilio) and enter the values referring to the chosen Type:
  • TWILIO: Account SID and Authorization Token (information can be retrieved from Twilio Platform)

• Description: insert here a description (optional)

At the end click on Add WhatsApp Account.

Edit/Modify a WhatsApp Account

On the WhatsApp Accounts list click on  related to the one you want to edit/modify in order to:

• Edit the WhatsApp Account
• Go to Interactions list for the Account 
• Add Agent to WhatsApp Account 
• Delete WhatsApp Accounts

Editing an WhatsApp Account you have a list of Sections:

Settings

General

In this section you can edit, retrieve and change the values inserted when adding the WhatsApp Account.

• Twilio Accounts:

• Account SID and Authorization Token information can be retrieved from the Twilio Account
• The Receive URL is the auto-generated API URL: this value must be copied and pasted in the Twilio WhatsApp Solution Provider Setup

Transfer

Toggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread).

Advanced

Proxy

In this section you can change the Motion Domain and retrieve the Proxy token (auto generated and impossible to change):

This section is the same for all types of domain (Twilio, Skebby, Connectel, ClickSend or Plivo)

Disposition

Mandatory Disposition: enable it you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO). 

Dispositions

Canned Answers

Here you can set a list of canned answers that will be available only when the interaction comes from that Account.

Click on  to find a specific item from the list:

or click on  to add a new one:

Canned Answers can be deleted or edited and modified: click on  and choose the command you want to start: 

Actions

In this section you should define the Actions for the WhatsApp account to be executed by adding applications, working rules and intervals:

Interactions

In this section you can find the list of the WhatsApp interactions occurred on the Account:

You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:

or use the  button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.

When you click this button, the system will show you the input form:

Now do the following:

• Select the Field (scroll the list of all the available search fields)

• Select the Operator among those available (eg.: equals, contains, starts with, and so on)

• Select or insert the Value

• Add the Condition (click on )

To add more than one condition, repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete all the conditions set at once.

On this form it is possible to:

• modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

On this list, you can select one or many mail interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin ):

On the single interaction, the Supervisor can use the three dots command menu  in order to:

• Spy  the interaction and eventually insert a secret note in the interaction that the agent will be able to see contents of an interaction thread. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents)
• Download a zip file containing the transcript of the interaction
• Delete the interaction

Add Agent to WhatsApp Account

On the WhatsApp Accounts list you can add Agents in two ways:

• select the WhatsApp Account from the List, click on  and choose the menu entry Add Agent to WhatsApp Account:

• edit the WhatsApp Account and than click on the add menu button:

and choose the agents names from the list: