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In this section you find the description of the features that WitiOp offers to an Agent.
WitiOp is a cloud platform capable of managing, in real time, interactions with contacts on the most popular instant messaging: WhatsApp.
The Agent is a member of the WitiOp Service within a specific Tenant, who manages conversations according to priorities and skillsets (group of agents) configured by the Administrator.
Login to WitiOp
The user, after being registered by the Admin, receives an email to log into the WitiOp platform.
- Go to the Link reported into the mail
- Fill the Username and Password reported into the mail
- Choose the language
- Click «Login»
Is possible to access Witiop also through Azure AD, Google and Salesforce. The Admin can configure this possibility.
Azure AD
Salesforce
Agent Home Dashboard
From the Home Dashboard, you can see:
- Dashboard
- Service Information
- Status
- Notification area
- Agent Menu
1.Dashboard
The Dashboard area shows the following graphs:
- Conversations: Bars representing the number of conversations during the current day:
- Total: total conversations managed by the single Agent (Closed + Active)
- Closed: conversations already managed and closed by the single Agent
- Active: conversations that are being managed by the single Agent
- Awaiting Transfer: conversations waiting to be managed by Agents associated to the same Tenant.
- Agent status: Pie chart indicating the Status of the Agents associated to the same Tenant.
- Conversations hourly distribution: Line graph showing conversations of the single Agent distributed according to the time.
Data can be refreshed, using the dedicated button "Refresh" on the top right of Dashboard area.
2.Service Status
Agents can check the service status: if the number/s is/are active (that is during working time) or inactive.
Clicking on the the Service Status button, a dialog window appears giving the specific information. For example:
| Open Service | Mixed Service (not all services are opened) | Closed Service |
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3.Status
Form the drop-down menu, the Agent can select his/her status:
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4.Notification area
When a new conversation needs to be managed by the Agent (new conversation or transferred by other Agents), a notification pop-up appears at the top, in the center.
Moreover, you can see how many conversations are active for the single Agent, that is how many conversations the Agent is managing.
5.Agent Menu
The Agent Menu is composed by WhatsApp and User Menu. We'll deepen this section in the next paragraphs.
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From the WhatsApp drop-down menu, you can view everything related to conversations:
- Conversations
- Customers
- Waitingconversations
- Conversations history
- Message template sent
- My waitqueue
Conversations
This section includes the active conversations that are currently being managed by the Agent.
Start a conversation (outbound)
If the outbound service has been enabled, the Agent can start a Conversation with a Customer:
- Click the top right button "Start Conversation"
- Select the Customer from the Customers list
a. The Customers without green tick 
are Customers that have NOT contacted our number in the last 24h. So you can contact them exclusively by Meta approved template.
Click on the 
and select the template, then confirm.
b. The Customers with green tick are Customers that have contacted our number in the last 24h. So you can contact them in two ways.
Click on and choose to contact them:
-Sending a normal chat message
-Sending a Facebook approved template message.
the Agent can easily select one of the templates created by the admin, which allow the possibility of a quick reply on the customer side by just clicking on button, as show below:
Please keep in mind that the maximum options allowed is 3 and the Admin needs to enable the Agents to send out the template.
Receive a Conversation (inbound)
When a Customer contacts our number and the conversation is assigned (automatically or manually) to an Agent, the Agent receives a notification and sees the conversation in the "conversations" section.
Conversation Area (outbound and inbound)
Conversation Area:
- Conversation label
- Message area
- Conversation details
Conversation label
It is possible to manage multiple conversations at the same time. The maximum limit of simultaneous conversations is established during the configuration phase by the Admin.
Conversation Label:
- Service managed number, that is the number contacted by the Customer
- Customer Contact field:
- If the Customer contact is saved in the database, this field will show the Customer name
- If the Customer contact is NOT saved in the database, this field will show the Customer number.
- Time passed since the last unread customer's message in the conversation
Message Area
Message Area:
- Contact information
- Messages
- Search field
- Send message
- Transfer conversation
- Close conversation
Contact Information
You can see:
- Service managed number, that is the number contacted by the Customer
- Customer Contact field:
- If the Customer contact is saved in the database, this field will show the Customer name
- If the Customer contact is NOT saved in the database, this field will show the Customer number.
Messages history
In this section, you can read the current active conversation.
- Messages sent by the Customer are on the left
- Messages sent by our number are on the right
| Customer Messages Icon Legend | |
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| Sent at |
| Delivered at |
| Read by (System) at |
| Read by (_name of the agent_) at |
| Customer Messages Icon Legend | |
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| Sent by (System) at (in case of a bot or system action, for ex. transfer messages) |
| Sent by (_name of the agent_) at |
| Delivered at |
| Read by the Customer at |
Search field
By the search field, you can easily find information within the conversation.
Send Messages
The message must be written in the message field. To send the message click the green arrow on the right.
It is possible to send:
- Emoji
- Attachments
Type of Attachments | |
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| FILE: It is possible to attach all files generally useful for conversation activities such as: Excel, Word, Pdf, audio and video files. Click the icon to choose the file to forward to the customer from your PC. |
| LOCATION: In certain cases, such as dealerships / service centers/ multi-locations, the agent may need to forward a position to the customer. If multiple positions have been defined, the agent selects the desired position in which the reference name, address and position on the map are present. To confirm, click the green button and the customer can automatically open the navigator from his phone and proceed to his destination. The agent can also perform a manual search directly from the search field above the map.
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| AUDIO: It is possible to attach an audio file recorded directly by the agent. Once finished, it is possible to listen to it again and then send it to the customer by clicking on the green button.
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- Predefined Messages
: Predefined messages are standardized text messages, divided into "Category".
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Witiop enables you to use other important features:
Vidaoo video call
Please refer to our documentation to find out more about VIDAOO.
- Click on the video call icon:
- You will see this box opening on the top left part of your screen, allow the use of the camera:
- Choose the camera and the microphone you intend to use:
- On the Agent side, a link for a Vidaoo video call will be automatically sent to the Customer and a new window will be opened in the Message area:
The icons on the bottom right of the Vidaoo window are useful to manage the video call:
| Icon | Vidaoo vidao call features |
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| Enable/disable the camera |
| Enable/disable the microphone |
 | Enable/disable the screen sharing |
| End the video call |
- On the Customer side, he will receive the link to access the Vidaoo video call:
Speech Recognition
- This feature is represented by two icons:
The blue arrow points at the feature you need to click on in order to select your language of choice.
The red arrow points at the feature that start the speech recognition.
- Clicking on the speech recognition, what you say will be recognized and written in the textbox:
- Clicking a second time on the speech recognition feature, will allow you to modify the text before sending it to avoid errors.
Transfer conversation
Click "Transfer" to transfer the conversation to:
- User
- Skillset
- Wait queue
Transfer to User
Select the user to whom you want to transfer the conversation, clicking on.
The "Ready" column allows you to view whether the user to whom we are transferring the conversation is available or not.
There are two transfer options:
- Immediate transfer: the conversation is transferred to the chosen single user. If the user does not respond within a few minutes, then it will pass to another user.
- Exclusive transfer: the conversation, regardless of availability and waiting time (maximum limit of 24h established by Meta), is transferred only to the single chosen user.
In case of Isolated Agent: the Agent can transfer the conversation only to users associated to his/her skillsets.
Transfer to Skillset
The skillset is a group of agents linked by job / peculiarity.
Select the skillset to which you want to transfer the conversation, clicking on. Therefore, the first available agent of that particular skillset will handle the conversation.
The "Ready" column allows you to view if at least one agent of the specific skillset is available or not.
There are two transfer options:
- Immediate transfer: the conversation is transferred to the chosen skillset. If the skillset does not respond within a few minutes, then it will pass to another skillset.
- Exclusive transfer: the conversation, regardless of availability and waiting time (maximum limit of 24h established by Meta), is transferred only to the single skillset chosen.
In case of Isolated Agent: the Agent can transfer the conversation only to his/her skillsets.
Transfer to Wait Queue
The agent has a maximum number of conversations that can be managed simultaneously. If a Customer does not respond to the conversation for a certain time, it is possible to transfer the conversation to the "Wait queue".
The agent can manually transfer the conversation to:
- Public wait queue: When the Customer writes a new message, the conversation is given to the first available agent.
- Personal wait queue: When the customer writes a new message, the conversation is assigned exclusively to the agent who put it in the "Wait queue".
It is possible for the Administrator to configure a time limit after which the conversation is automatically transferred to the "Wait queue".
Close conversation
From the "Close" button, the Agent closes the conversation.
(The conversation will be moved in the "Conversations history" and will be achieved there for a limited time).
- If set by the Admin, the Agent must profile the conversation, when closing it:
Profile a conversation means detecting the reason of the interaction. The system allows up to 3 levels of depth and/or the addition of free notes.
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Conversation details
With this button, you can collapse or expand the Conversation details area:
From the "Conversation details" section, you can:
- Send the conversation via email
Expand or collapse each section, by clicking on 
:
- Look at conversation information
- See Customer info and, if enabled, edit the Customer data
- Check Customer history: it is possible to search data by period and by keyword
In case of Isolated Agent: the Agent can check the conversations only if managed by his/her skillsets.
Customers
In Customers section, the Customer database is available to the Agent:
Clicking on the button 
, it is possible to:
- View the Customer data
- Check the Customer history
| It is possible to :
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In case of Isolated Agent: the Agent can view only Customers who have had conversations with his/her skillsets.
Waiting Conversations
In this section, it is possible to view "Waiting conversations" (of the entire Tenant).
It allows you to quickly understand if you need to request more support from agents for handling incoming conversations.
| Waiting conversation status | |
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| Conversations waiting to be assigned and conversations already assigned to an Agent but still not opened by the Agent. |
| Conversations put in a wait queue (public or personal). |
| Conversations already managed by the Agent, but not closed (for example, the Agent has logged out before closing the conversation). |
If the Agent can manage a "Wating Conversation", the button 
appears. The Agent can 
and start managing the conversation in the "Conversations" area.
In case of Isolated Agent: the Agent can view only conversations assigned to users within his/her skillsets.
Conversations history
In this section, Conversations history of the single Agent is included, that is conversations that have been closed by the Agent in the last 4 weeks.
It is possible to filter conversations by date.
Click 
to access the conversation details and check its content and information:
Message Template Sent
In the "Template messages sent" area, the Agent can check all the template messages that he/she has personally sent to Customers without receiving a reply.
If the Customer replies to the Template, the template message moves to the "Conversations" section.
My Wait Queue
In "My wait queue" section, the agent can see all the conversation that has transferred in the personal queue.
- The Agent can unpause the conversation clicking on the button , then . As soon as it is unpaused, the Conversation moves to the "Conversations" section and the Agent can write to the Customer again.
- If the Customer writes to our number again, the conversation moves to the "Conversations" section.
User Menu
From the User drop-down Menu, you have access to:
- Profile
- Change password
- Logout
Profile
This section reports the data of the user currently logged into the platform.
Change Password
From this section, you can change the password: write the current password, set a new one and confirm it. Then Save.
Reset Password
Change password reset procedure
- Insert your email and click on the reset button
- You will find an email in your email account with a reset Link
- Click on it, you will be redirected to a page where you will insert the new password
- Click on reset password and at the following login you will proceed to use this password
Logout
Clicking on this button 
, you log out of WitiOp.