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

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In this specific case, the interactions showed above are no longer active (green tick) as the 24 hours window to contact the customer (in accordance to Meta's policies) has expired,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:

For a more in depth analysis of what the admin can do in this section: 

• The Bar  

By clicking on the Bar (1.) the following "curtain" will be opened  

from which you can select the number of visible "unmanaged interactions" to review, ranging from 10 to 100.

• The three buttons 

The three buttons (3.) , are useful 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 aformentioned.

• 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 )

•  The Plus Button

On the other hand the Plus Button (4.)  gives you the oppurtunity to look at the whole conversation:

• 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 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 unmanaged conversation.

Waiting conversations