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XCALLY Knowledge (Unlicensed)

XCALLY Knowledge (Unlicensed)

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In this section, we'll explore the WhatsApp Menu from the Administrator's standpoint.

  • Click on the arrow and you will see the options:


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Table of Contents




  • Waiting conversations 
  • Active conversations
  • Latest conversations
  • Message template sent

New outbound campaign




Outbound history




Unmanaged conversations

This section shows all the conversations not managed by agents.


The interactions showed above are no longer active as the 24 hours window to contact the customer (in accordance to Meta's policies) has expired. 

Furthermore, if Softbot assistance is also connected to the WitiOp platform, all conversations that have started and ended without any human interaction will be reported in Unmanaged conversations.

Therefore, in this area appear the conversations handled just by the system:


  1. Amount of conversation The Bar, which covers the amount of conversations viewed by the administratorYou can select the number of visible unmanaged inter actions , ranging from 10 to 100Image Removed
  2. The Status:  Status the tick defines a closed conversation
  3. Last Text from the customer
  4. The Three Buttons: to transfer an interaction to a specific agent or skillset
  5. Plus Button: to send the conversation by email or view the information of the chat



For a more in depth

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analysis of what the admin can do in this section: 

  • By clicking on the Bar (1.) the following "curtain" will be opened  

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from which you can select the number of visible "unmanaged interactions" to review, ranging from 10 to 100.

  • The three buttons (3.) Image Added, are useful to  transfer the conversation to a specific user or skillset 

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However, in this particular case, being closed and unmanaged chats, you are not going to be able to do either of the actions aformentioned


  • On the other hand the Plus Button (4.) Image Added gives you the oppurtunity to look at the whole conversation:

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The option highlighted allows to forward the conversation via email, even to subjects/departments that do not use the WitiOp platform. 

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Insert the email address in the indicated box and type the text of your choice in the body paraghraph.

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Click Image Added to send.