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Table of Contents

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 Meta 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 FacebookMeta.

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.

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 Meta 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 FacebookMeta, it is possible to write to the customer only and exclusively using templates already approved by FacebookMeta.

  • Facebook Meta approval: Admin writes the template, which is in a waiting state. Xenialab has the responsibility to forward the message to Facebook Meta for validation. As soon as the message is validated by Facebook Meta (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 FacebookMeta, for:

    • Account Update

    • Alert Update

    • Appointment Update

    • Auto-Reply

    • Issue Resolution

    • Payment Update

    • Personal 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.