WhatsApp Menu
- XCALLY Knowledge (Unlicensed)
In this section, we'll explore the WhatsApp Menu from the Administrator's standpoint.
Click on the arrow and you will see the options:
New outbound campaign
This section provides an overview of the outbound campaign templates
Data Frame, which covers the amount of conversations viewed by the administrator
Send: from excel or customers
Outbound History (see section 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 "Outbound campaign" to review, ranging from 10 to 100.
Send
allow to send the outbound messages to clients by selecting an excel file
Send from Excel file
For more information regarding Meta's policy on outbound messages, please check the highlighted link. Follow the directives or the client's number usage might be blocked and put out of your reach.
Download example file
Name
Mode: Immediate or Scheduled
On/Off option to send the template to customers in an active conversations
Select file
Download Sample File
Please, download the template and fill in the required boxes.
Once you are done, remember to upload the document in the section at the bottom (5.)
Mode
The option gives the possibility to start the campaign immediately or at a selected date.
You can schedule the date by selecting it on the calendar:
Send from customers
For more information regarding Meta's policy on outbound messages, please check the highlighted link. Follow the directives or the client's number usage might be blocked and put out of your reach.
Press on next to continue onto the following step:
Name
Mode: Immediate or Scheduled (see Above)
On/Off option to send the template to customers in an active conversations (if you switch it on, the template will be sent in the active customer's interactions)
Next: Continue to the next step
Previous: Go back to the previous step
Next: Continue to the next step
Data Frame, which covers the amount of conversations viewed by the administrator
Delete the number from the campaign
Add customer to the campaign
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)
Data Frame
By clicking on the Bar the following "curtain" will be opened
from which you can select the number of visible "New Outbound campaign" to review, ranging from 10 to 100.
Delete Number
Click on Cancel to go back to the previous feature or Delete ADM- WhatsApp Menu
Add Customer
Click on Add and the following bracket will pop up. Choose which customer should be added to the outbound campaign.
Data Frame, which covers the amount of conversations viewed by the administrator (see Above)
Add customer to the campaign
Add all
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)
Once you are done adding customers to the campaign,
Press on next to continue onto the following step:
Previous: Go back to the previous step
Next: Continue to the next step
Select the options to fill in the gaps throughout the text (Var1; Var2; Var3). It is possible to use predefined samples as well as insert manually the desired text.
On the right you will be able to see the preview of the message sent to the customer.
If the Admin would select the quick reply option (either Buttons or List) you would see, at this step of the process, the following screen:
For Further information see the section Outbound Template
Where the Admin, as an example, provided three quick reply buttons ( the maximum allowed) for the Customer:
Phone number
email
Website’s URL
Press on next to continue onto the following step:
Here there are two sections:
Messages, where you can find the numbers and the text messages that will be sent.
Rejected, if there are any problems in the text (shown by a specific feature, see below).
The system locates the correct messages and displays the full text.
In case of text with invalid data, the message will not be forwarded
Previous: Go back to the previous step
Confirm
Data Frame, which covers the amount of conversations viewed by the administrator (see Above)
Error: shows the errors in the text
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)
To Save the settings remember to press on
Click on Cancel to go back to the previous feature or to save.
The Excel file Download
This feature allows users to translate all the information related to the new outbound campaign (from the contact details to the text messages) 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.
Outbound history
This section summarize the outbound campaigns
Data Frame, which covers the amount of conversations viewed by the administrator
View/Export
The Status the tick
defines a positive outbound campaign, while the yellow icon
are still under evaluation and have not been sent
New outbound campaign (see Above)
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 "unmanaged interactions" to review, ranging from 10 to 100.
View/Export
allow to view or export the outbound campaign
View
The section provides you with a general overview of the campaign, the status, the customer, the text and the timetable of the conversation.
Data Frame, which covers the amount of conversations viewed by the administrator (see Above)
New outbound campaign (see Above)
Export data
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)
Export
By clicking on the export feature, you will download an excel file with all the information related to the outbound history
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.
The Excel file Download
This feature allows users to translate all the information related to the outbound campaign history (from the contact details to the text messages) 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 an Excel, easy to share to subjects/departments that do not use the WitiOp platform.
Unmanaged conversations
This section shows all the conversations not managed by agents.
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.
For Example, if a customer has contacted the company, but hasn't selected the type of request (hasn't typed 1 or 2), the conversation is going to show up in this section as the software cannot assign it nor to a skillset nor to an agent.
In this specific case, the interactions shown above are no longer active (green tick) as the 24 hours window to contact the customer (in accordance to Meta's policies) has expired,
Therefore, in this area appear just the conversations handled by the system:co
Data Frame, which covers the amount of conversations viewed by the administrator
The Status the tick
defines a closed conversation, while the yellow icon
are still active (within the 24h)
Last Text from the customer
Transfer: to transfer to a specific agent or skillset
Info: to send the conversation by email or view the information of the chat
Download Excel file (with all the information in the bracket)
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 "Outbound campaign" to review, ranging from 10 to 100.
Transfer
allow to transfer the conversation to a specific user or skillset
If the chats are closed (they have a green tick), you are not going to be able to do either of the actions aforementioned.
Transfer to a User
If the customer hasn't selected the numbers that will direct him towards a specific skillset and consequently a defined agent,
the Admin can assign him to a user by clicking on the
The transfer can be an immediate or exclusive transfer: (read the caption below to understand the difference )
Transfer to Skillset
the Admin can assign the conversation to a specific skillset even if the customer hasn't chosen one, by clicking on the
The icon shows that there is an agent with that particular skill ready
The transfer can be an immediate or exclusive:(read the caption below to understand the difference )
Info
On the other hand the gives you the opportunity to look at the whole conversation:
Send via email
The option highlighted allows to forwarding 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 to send.
View the Info
In the same range of actions, you can see the information related to a specific interaction
If you press on the highlighted feature, you will find an overview of the unmanaged conversation.
The Excel file Download
This feature allows users to translate all the information related to the Unmanaged conversations (from the contact details to the text messages) in an Excel file.
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.
Waiting conversations
This section of the Whatsapp Menu allows the Administrator to see the conversations waiting to be assigned (queued).
The interactions are automatically handed out by the system and given to an agent as soon as he/she is available.
What information does this option provide:
Data Frame, which covers the amount of conversations viewed by the administrator
The Status
Last Text from the customer
Transfer: to transfer to a specific agent or skillset
Info: to send the conversation by email or view the information of the chat
Download Excel file (with all the information in the bracket)
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 "waiting interactions" to review, ranging from 10 to 100.
The Status
An active chat is defined by this symbol , where the customer is waiting an for answer from the Agent.
On the other hand, If the status of the interaction is in the agent's queue or general waitlist you can see the .
Transfer
allow to transfer the conversation to a specific user or skillset
If the chats are closed (they have a green tick), you are not going to be able to do either of the actions aforementioned.
Transfer to a User
If the customer is waiting for an agent to answer and it's taking too much time, the Admin can assign the interaction to a different user by clicking on the .
Always keeping in mind the specific skillset of the former user, in order to assign the conversation to a suitable agent.
The transfer can be an immediate or exclusive transfer: (read the caption below to understand the difference )
Transfer to Skillset
the Admin can assign the conversation to a specific skillset by clicking on the
The icon shows that there is an agent with that particular skill is ready
The transfer can be an immediate or exclusive:(read the caption below to understand the difference )
Info
On the other hand the gives you the opportunity to look at the whole conversation:
Send via email
The option highlighted allows forwarding 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 paraghraph.
Click to send.
View the Info
In the same range of actions, you can see the information related to a specific interaction
If you press on the highlighted feature, you will find an overview of the conversation in the queue.
The Excel file Download
This feature allows users to translate all the information related to the waiting conversations (from the contact details to the text messages) in an Excel file.
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.
Active Conversations
From this section the Administrator can see the ongoing interactions being dealt with by the agents.
It is possible to view the customer information as well as the specific agent answering. Furthermore, the feature provides the start of the conversation and the last text from the customer.
Data Frame, which covers the amount of conversations viewed by the administrator
The Status
Info: to send the conversation by email or view the information of the chat
Download Excel file (with all the information in the bracket)
Timeframe of the conversation (when it started, last customer's message)
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 "interactions" to review, ranging from 10 to 100.
The Status
An active chat is defined by this symbol , where the customer is waiting for an answer from the Agent.
On the other hand, If the status of the interaction is in the agent's queue or general waitlist you can see the .
Info
On the other hand the gives you the opportunity to look at the whole conversation:
Send via email
The option highlighted allows forwarding 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 to send.
View the Info
In the same range of actions, you can see the information related to a specific interaction
If you press on the highlighted feature, you will find an overview of the conversation.
The Excel file Download
This feature allows users to translate all the information related to the active conversations (from the contact details to the text messages) 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.
Conversation History
This feature provides an in-depth overview of the conversations already administrered by the agents, henceforth "closed"
More in detail, the Conversation History function provides a variety of tools to navigate the interactions' chronology:
Data Frame, which covers the amount of conversations viewed by the administrator
Search by Agent
Search by Date
Info: to send the conversation by email or view the information of the chat
Download Excel file (with all the information in the bracket)
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 "interactions" to review, ranging from 10 to 100.
Search by Agent
The Administrator can type or select from the options the agent's conversation history he/she wishes to view
Please, remember to press to initiate the search with the Agent filter
Search by Date
The feature allows the Administrator to choose a time frame for his search.
It is possible to select both dates or just one, the decision is at your own convenience
Please, remember to press to initiate the search with the Agent filter
Info
On the other hand the gives you the opportunity to look at the whole conversation:
This section summarizes when the conversation was Closed (1.), the Reason (2.) and the Type of License (3.)
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 to send.
View the Info
In the same range of actions, you can see the information related to a specific interaction
If you press on the highlighted feature, you will find an overview of the conversation.
The Excel file Download
This feature allows users to translate all the information related to the conversations' history (from the contact details to the text messages) 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.
Message template sent
The section reports single outbound messages sent by the agents.
Until the customer responds, the message remains visible on the screen; but as soon as the customer replies, the text is going to be part of the conversation, and could be seen in active conversations.
Therefore, this option complies only with templates to which the customer has not replied. In addition to this, it is possible to see when the text was sent, delivered and read.
Data Frame, which covers the amount of conversations viewed by the administrator
Template text
Timetable (sent, delivered, read)
Download Excel file (with all the information in the bracket)
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 "Message template sent" to review, ranging from 10 to 100.
The Excel file Download
This feature allows users to translate all the information related to the message template sent (from the contact details to the text messages) 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.