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Table of Contents

  • Aggiornamento dell'account

    • Aggiornamento avvisi

    What is WitiOp?

    WitiOp is a cloud platform capable of managing, in real time, interactions with contacts on the most popular instant messaging: WhatsApp.

    WitiOp innovates the customer experience of customers by offering an "always on" service, through:

    • Unlimited agents at the same time, grouped by Skillsets;

    • Softbots and automatic replies;

    • Intelligent chat routing;

    • Security and data protection;

    • Communication, in real time, with words, documents, files, photos and videos;

    • Creation of outbound campaigns, sending alerts and push notifications.

    User Benefit 

    Customer Benefit

    • Reduction of the cost of customer service;

    • Volume and performance analysis;

    • Popular and effective instant messaging tool;

    • It offers an innovative experience close to the customer's contact habits

    • Manage the relationship with your supplier in a smart way;

    • Get answers and support promptly and quickly;

    • Satisfy your needs;

    • Feeling followed, anytime, anywhere. 

    How does it work

    Before starting to communicate with your customers via WhatsApp, it is necessary that:

    • Company is verified on Facebook through its business manager;

    • Have a blank telephone number associated with VAT;

    • Choose a plan that suits your business;

    • Fill out a company questionnaire;

    • Wait for Feedback from Facebook.

    WitiOp platform has two different profiles:

    • Administrator: has complete control of the platform;

    • Agent: manages conversations according to priorities and skills configured by the Administrator.

    Regole di Facebook per WhatsApp

    • Autorizzazione: La responsabilità dell'autorizzazione a scrivere al cliente ricade sull'utente e non sul sistema. Pertanto, a fronte delle autorizzazioni ricevute, l'utente può indicare se il cliente ha concesso o meno l'autorizzazione a ricevere comunicazione. Se per l'inbound, il cliente avviando la conversazione autorizza implicitamente l'utente a rispondere per le successive 24 ore, diverso è il caso dell'outbound. L'utente può avviare una conversazione solo ed esclusivamente se il cliente ha concesso il permesso di procedere. Al contrario, Facebook ha il diritto di chiudere il numero e di conseguenza il servizio. In ogni caso, il sistema consente la profilazione dei dati di autorizzazione.

    • Conversazioni in entrata: L'agente è libero di utilizzare il canale WhatsApp solo ed esclusivamente se il cliente ha scritto l'ultimo messaggio entro le ultime 24 ore. Ciò significa che a partire dall'ultimo messaggio inviato dal cliente, l'agente ha fino a 24 ore per rispondere.

    • Conversazioni in uscita: Superato il limite di 24h imposto da Facebook, è possibile scrivere al cliente solo ed esclusivamente utilizzando modelli già approvati da Facebook.

    • Approvazione di Facebook: L'amministratore scrive il modello, che è in uno stato di attesa. Xenialab ha la responsabilità di inoltrare il messaggio a Facebook per la convalida. Non appena il messaggio viene convalidato da Facebook (2-3 giorni), il modello entra in uno stato approvato e quindi utilizzabile dall'Utente per le campagne Outbound.

    • Numero massimo di modelli: L'utente ha a disposizione modelli specifici.

    Categorie di modelli concesse da Facebook:

    Meta rules for WhatsApp channel

    • Authorization: The responsibility for the authorization to write to the customer lies with the user and not with the system. Therefore, in the face of the authorizations received, the user can indicate whether or not the customer has granted authorization to receive communication. If for inbound, the customer by starting the conversation implicitly authorizes the user to respond for the next 24 hours, the case of outbound is different. The user can start a conversation only and exclusively if the customer has granted permission to proceed. Conversely, Facebook has the right to close the number and consequently the service. In any case, the system allows the profiling of the authorization data.

    • Inbound conversations: The agent is free to use the WhatsApp channel only and exclusively if the customer has written the last message within the last 24 hours. This means that starting from the last message sent by the customer, the agent has up to 24 hours to respond.

    • Outbound conversations: After the 24h limit imposed by Facebook, it is possible to write to the customer only and exclusively using templates already approved by Facebook.

    • Facebook approval: Admin writes the template, which is in a waiting state. Xenialab has the responsibility to forward the message to Facebook for validation. As soon as the message is validated by Facebook (2-3 days), the template goes into an approved state and therefore usable by User for Outbound campaigns.

    • Template: The user has specific templates available. Template categories granted by Facebook, for:

      • Account Update

      • Alert Update

      • Appointment Update

      • Auto-Reply

      • Issue Resolution

      • Payment Update

      • Aggiornamento sulle finanze personali

      • Aggiornamento della prenotazionePersonal Finance Update

      • Reservation Update

      • Shipping Update

      • Ticket Update

      • Transportation Update

    Conversation distribution system

    Conversations by Customers will be distributed to the Agents, according to the following logic: 

    1.Priority defined in the customer data:

    If the master data number of the incoming conversation was set with a  higher priority level than other conversations in the queue (in conditions of saturated operators), this conversation will take precedence over the others.

    • It is therefore possible to make sure that messages sent by one or more numbers are given priority over the others.

    • With the same conditions, go to point 2.

    2.Conversation arrival time:

    Conversations arrive in order from oldest to most recent.

    3.Priority defined on the skillset:

    Configuration from the menu "Managed numbers"> Changing the number in the list> "Skillsets";

    • This element defines which skillset have priority in receiving the conversation;

    • All other conditions being equal, go to point 4.

    4.Priority of the agent on the skillset:

    This element assigns the conversation to the operator with the highest priority among those defined in the skillset.

    • If all agents have the same management priority, go to point 5.

    5.Number of conversations currently handled by the agent:

    This element evaluates in real-time how many conversations the agent is handling.

    • The conversation is distributed or assigned to the operator with the fewest conversations currently being managed.

    • Under the same conditions, go to point 6.

    6.Time of the last conversation managed :

    If all the previous points have not led to an outcome, the conversation is distributed or assigned  to the operator who has not managed conversations for the longest time.