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Managed Numbers

Managed Numbers

Owned by XCALLY Knowledge (Unlicensed)
Last updated: Nov 29, 2022
8 min read

Managed numbers

From «Managed numbers» you can see all the numbers managed by the Tenant.

Meta grants only one new number for VAT. In case of a company group, with more VAT numbers, it is possible to request the use of more numbers.

In any case, the platform allows the management of 1 or more numbers.



     

  1. Data Frame, which covers the number of managed numbers viewed by the administrator

  2. View/Edit: to view, edit or delete the number's information 

  3. Create Button. Refer to the view/edit section to understand the information you need to put in in order to create a new number

  4. 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/Edit

  allow the admin to view, edit or delete the customer information and number

By clicking on view it will open an overview of the managed number, as it follows:

The information is divided by category and defines the different options and settings that the admin can select and edit.



If you select the edit feature you will be able to update or change the information contained within

 

 

The Categories are:

  • Details

  • Auto close conversations 

  • Messages 

  • Working time

  • Customer properties 

  • Profiling

  • Skillsets

Details

  



To Save the settings remember to press on .



  1. Save the changes

  2. Insert an Inactivity time after which the conversation is sent to the wait queue (the feature is optional)

  3. On/Off option about receiving text messages only by existing customers. Keep in mind that if you switch it on you will not be able to have any new client's requests.

  4. On/Off option, the Agents can modify the customer information 

  5. On/Off option to accept attachments in the chat from the clients.

  6. Automatic email sent as soon as a conversation is closed 

  7. Put in the ID of an external system to match it with Witiop

Auto close conversations 

  1. Set the timer for auto close active conversation due to inactivity time

  2. Set the timer for auto close waiting conversation in the queue due to inactivity time

  3. Set the timer for auto close conversation awaiting transfer due to inactivity time

  4. On/Off option to close conversation automatically after the working hours. Keep in mind that if you switch it on at the end of the work day all conversation will be closed.

  5. On/Off option to close conversation automatically after 24h hours from the last interaction with the customer.  

  6. On/Off option to close conversations from unauthorized numbers. Keep in mind that if you switch it off they will be automatically closed  after 24h hours from the last interaction with the customer.

  7. On/Off option to close the category waiting conversation at the end of the working day hours.

  8. On/Off option to close conversations awaiting assignment at the end of the working day hours.

  9. On/Off option to close the conversations awaiting transfer  at the end of the working day hours.

  10. On/Off option to close the conversations in the wait queue  at the end of the working day hours.

To Save the settings remember to press on .

 

Messages

Be aware of the welcome message (1. and 2.) are sent at the beginning of the conversation,

while the welcome message (3.and 4.) are set out when the interaction is assigned to an agent.

Double check the text for grammar and syntax as the messages will be sent out to every customer when one of these actions is performed.

To Save the settings remember to press on .



  1. Send a Welcome message as one of the Agents

  2. Welcome message: Message sent to the customer at the beginning of a conversation.

  3. Delay in seconds for the welcome message on assignement: Number of seconds from the assignement, after which the welcome message is sent.

  4. Welcome message on assignement: Message sent to the customer when a conversation is assigned to an agent. The message is not sent if the agent starts typing before the delay has passed.

  5. Out of working time message: Message sent to the customer when out of working time.

  6. Conversation Transfer Message: Message sent to the customer when the conversation is transferred to another agent/skillset. If you do not wish to give evidence to the customer, just leave it blank.

  7. Conversation close message: Message sent to the customer when the conversation is closed.

  8. Message on closing time for waiting conversations: Message sent to waiting conversations when the closing time is reached.

 

If you previously switched on the close conversations from unauthorized numbers: you can type the Message in the field "Unauthorized message", which will be sent when receiving a message from an unauthorized number. In «Details», the rule was set that no conversations with unknown numbers will be handled, then the customer who writes with a number not registered by the system will be notified. 

If you previously switched off "accept attachments": you can type the Message in the field "Attachment rejected message", which will be sent when receiving a file attached in a conversation.


Working time 



To Save the settings remember to press on .

  1. Select a time zone 

  2. It is possible to configure the opening and closing times of the service per day (Monday / Sunday). Or, you can select the 24h opening.

Customer properties

Admin defines the customer data, configuring up to 50 fields. It is possible to change the order of fields, to have the most congenial view.



  1. Create a new field

  2. Delete

  3. Edit existing ones 

Press on Confirm to continue 



In the Customer properties you have to: 

  • Name: Assign a name to each field.

While you can select:

  • Type: Choose the type of data from the drop-down menu.

It's possible to:

  • Modifiable by agent: If in "Details" configuration, the agent is enabled to modify the data, then, for each field, the admin decides whether the agent can modify or not.

  • Show in customers lists: Defines if this property is visible in customers lists;

  • Show in conversations lists: Defines if the property is visible in conversations lists.

The customer view provides a good summary of the information, while the conversation view requires a few important fields really useful for functionality.

To Save the settings remember to press on .

Profiling

At the end of the conversation, it is possible to detect the reason for the interaction.

It is possible to build up to 3 levels of depth and / or free notes. It is possible to change the order of the fields to have the most congenial view.



  1. Add profiling value

  2. Search by Name

  3. Delete 

  4. Edit existing ones

Press on Confirm to continue 



In the Profiling value you have to insert: 

  • Value: the name you want to attribute to the profiling object;

While you can select:

  • Children label: the type of detail;

  • Notes: Configure whether the agent can add free notes or not.

To Save the settings remember to press on .

Skillset

 

It is possible to profile all the skillsets made up of agents, to which the system automatically assigns conversations. Meta allows only one WhatsApp number per VAT number and it is not possible to offer a dedicated number per department. Therefore, you can:

  • Equip the system with Softbot: the Bot transfers the conversation to the correct Skillsets;

  • Configure a default Skillsets to which all requests are forwarded: The agent manually transfers the conversation to the correct Skillset.

It is possible to define the priorities of the Skillsets, from 1 to 9. The skillsets with the highest priority respond first.

In the event of a massive inbound interactions, conversations are automatically assigned to subsequent Skillsets with decreasing priority.



  1. Data Frame, which covers the number of skillsets viewed by the administrator

  2. Delete

  3. Add skillset

  4. 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: 

The 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.



Add Skillsets

  1. Data Frame, which covers the number of conversations viewed by the administrator

  2. Add skillset

  3. Select Priority (on a scale from 1 to 9)

  4. Download Excel file (with all the information in the bracket.)

  5. Search Bar

 See the Download Excel file section at the End of this page for further information)

Delete

Click on to go back to the previous feature or  to eliminate the skillset.

 

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 an Excel, easy to share to subjects/departments that do not use the WitiOp platform. 

This is valid for all the previous sections



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