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In this article
Feedback?The WhatsApp channel enables businesses to communicate with their customers efficiently through a simple, fast, and secure application. Customers can reach out to agents through the WhatsApp Business account and initiate a WhatsApp conversation by sending messages to the WhatsApp Business number. You can respond to the messages through the WhatsApp widget.
Respond to a WhatsApp conversation
When a WhatsApp conversation is assigned to you, the contact request popover displays the Customer Name, Customer Phone Number, Source Number, Queue Name, and Accept button. The timer indicates the time that has elapsed since you received the WhatsApp conversation.
When you pause an interaction, the application preserves the draft message. When you resume the interaction, you can continue editing the draft before sending it.
The queue pause time-out is configured by the administrator in the queue settings. The maximum number of paused interactions an agent can hold is configured in the agent's Multimedia Profile.
Before you begin
You must be in the Available state to receive requests. If you’re in the RONA state, you must manually change your state from RONA to Available.
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Click Accept in the request. The request opens a compose box, and displays an interaction pane. The gray bubble represents customer messages with their initials, and a solid blue bubble represents agent messages. When an administrator deletes an asset, the application interrupts the conversation and displays an alert message on the Agent Desktop. The application won’t allow you to continue the conversation, so you must end it. | |||||||||||||||||||||||||||
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To pause and resume an interaction, do the following: To temporarily stop working on the interaction, select Pause interaction. The interaction moves to the Paused list, and any draft message is preserved. While the interaction is paused, it does not use your active interaction capacity. To continue working, open the Paused list, select the interaction, and select Resume. Resuming restores the interaction controls available for the channel, such as Reply, Transfer, and End. If the customer responds while the interaction is paused, the system attempts to route the response to the last agent who handled the interaction. If that agent is unavailable, the interaction returns to its originating queue. | |||||||||||||||||||||||||||
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Enter your response in the compose box. The compose box supports a maximum of 4096 characters. If the administrator enables Mask customer sensitive data on Agent Desktop User Interface (UI) setting for the Desktop application, then the application masks Payment Card Industry (PCI) data such as Credit Card, International Bank Account, and Social Security Numbers from the conversation. Moreover, the application masks Personal Identifiable Information (PII) - Email IDs and Mobile Numbers on the Agent Desktop.
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(Optional) You can send WhatsApp Registered Templates directly from your agent desktop during a conversation. If the conversation is outside the customer service window (after 24 hours of inactivity), your agent desktop will prompt you to use a WhatsApp Registered Template. In these cases, the free text composer will be disabled or grayed out, so you must send a registered template to restart the conversation. These templates are available within the templates model, which only displays approved WhatsApp Registered Templates—rejected or newly created templates will not appear. When you select a template, you will see a preview and be prompted to fill in any required variables. System variables, such as @customername, are automatically filled in by the system, while you will need to manually enter custom variables. After you send the template, the digital media pane on your agent desktop will display the rich format of the message with all variables replaced, just as the customer will see it. | |||||||||||||||||||||||||||
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Click Send or press Enter on your keyboard. | |||||||||||||||||||||||||||
Transfer a WhatsApp conversation
If you can’t resolve a customer’s issue and want to escalate the WhatsApp request, you can transfer the chat request to a different agent or queue.
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During the WhatsApp conversation, click Transfer. The Transfer Request dialog box appears. |
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Choose one of the following:
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(Optional) Click |
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Click Transfer. If the agent doesn't accept the chat request, the request is dropped. The transfer request is initiated and the Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason.
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to retrieve the most recent list of queues and agents.Add an agent to a WhatsApp conversation
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During a WhatsApp conversation, click Conference. The Conference Request dialog box appears.
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Choose one of the following:
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Click Conference. When the conference chat request is accepted, the interaction control pane changes the state from Conference Requested to Conference. A message displays that an agent has joined the chat. |
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When ready to end the chat, click End Conference. The conferenced agent can click Exit Conference to exit the WhatsApp conference. The conversation continues between you and the customer. The Wrap Up Reasons dialog box appears. For steps on how to apply a wrap-up reason, see Apply a wrap-up reason. |
End a WhatsApp conversation
After you've helped your customer, make sure they confirm that they're ready to end the conversation.
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In the active WhatsApp conversation, click End. The Wrap Up Reasons dialog box appears. |
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Select a wrap-up reason from the drop-down list or use the search field to filter the list. |
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Click Submit Wrap Up. |
