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Customers
The option provides an overview of the customers, providing ID, phone number, name (if known), if the interaction is authorized and the last update of the customer information.
You can import through an excel file all the information of your clients as well as export them
Data Frame, which covers the number of conversations viewed by the administrator
View/Edit: toview, edit,see the customer history, or delete the contact’s information
Status: Authorized or not
Import the clients' details and information by uploading an excel file. Keep in mind that there is a template that you can download as an example (see below).
Export clients' details and information in an excel file.
Create Button (see below)
Download Excel file (with all the information in the bracket)
See the Download Excel file section at the End of this page for further information)
For a more in depth analysis of what the admin can do in this section:
Data Frame
By clicking on the Bar the following "curtain" will be opened
from which you can select the number of visible managed numbers to review, ranging from 10 to 100.
View and Edit
allow the admin to view, edit, customer service and delete the customer information and number
Either if you import information manually or through a CMR the Customer section is made up of: Details and Properties.
DETAILS
It is also possible to:
Authorized: The Client decides which authorization to grant the system, not the other way around. Hence, the User can indicate whether the customer has granted or not the authorization to receive communication.
Keep in mind that, for Inbound, If the customer initiates the conversation, he implicitly authorizes the User to interact for the next 24 hours. This is not the case for Outbound.
If the customer hasn’t provided the authorization it is forbidden to start a conversation. Meta has the right to close the number and consequently the service when this rule is not respected.
Bypass bot
Edit the changes
Name, if it’s not known the phone number would fill the blank
Mobile number
Priority, on a scale from 1 to 9 to define the importance of the customer. This value allows :
the system to dispatch conversations regarding customers with a higher index first;
the agent to recognize the importance associated with the customer and modulate the conversation as best as possible
Default skillset: you can insert a skillset valid for the customer regardless of his texts
Notes
Put in the ID of an external system to match it with WitiOp
Keep in mind to switch on the On/Off Option “Keep message history” to record the conversations with the customer.
To Save the settings remember to press on .
PROPERTIES
To Save the settings remember to press on.
Customer history
The feature allows users to input a date, or time frame to limit the search in order to facilitate the founding of the information needed.
It is also possible to use a search bar directly.
In addition to this, if you click on Expand, you will see the following information:
Id of the conversation/customer
when and who closed the conversation
the justification
Send via email
The option highlighted allows to forward the conversation via email, even to subjects/departments that do not use the Witiop platform.
Insert the email address in the indicated box and type the text of your choice in the body paragraph.
Click OK to send.
View the Info
In the same range of actions, you can see the information related to a specific interaction
Delete
If you Press on Delete you will see the following bracket
Click on Cancel to go back to the previous feature or Delete to eliminate the customer’s information.
Import the clients' details and information by uploading an excel file
The excel file needs to respect the mandatory fields (highlighted,1.)
For an example see the template you can easily download (2.)
Click Importto import the customer records directly through an Excel file in two different ways:
Insert / Update / Delete: new and updated personal data are imported which replace the previous ones;
Insert / Update: The new master data is added and the modified master data updated. Then, select the Excel file to import.
Keep in mind that if you choose the first option all the data present before the action will be eliminated and just the data Imported will be available.
At the end of the import of Customer Data, it is possible to view:
•Valid imported data;
•Rejected data.
Then click Confirm to obtain the imported data Updated or Inserted.
In Rejected it is possible to view the invalidating error.
Export
Click on Export
You will see the following bracket on the top right end of your screen
Open the file and you will have all the information you need in an Excel, easy to share to subjects/departments that do not use the WitiOp platform.
Create Button
To create a new contact you will need to fulfill all the mandatory fields present in Details and Properties.
They are the same as the ones in the section View and Edit (see above)
To Save the settings remember to press on.
The Excel file Download
This feature allows the users to translate all the information related to the skillsets in an Excel file.
Click on the icon and you will see the following bracket on the top right end of your screen:
Open the file and you will have all the information you need in Excel, easy to share to subjects/departments that do not use the WitiOp platform.