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.

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.

1

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.

2

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.

Table 1. Example
Before maskingAfter masking

+ 1 (123) 456 7890

**********7890

+447966197542

*********7542

melissa@gmail.com

m******@gmail.com

Table 2. Sensitive data masking
SectionFields covered

Task Pane

Title - Contact Origin - Inbound

Message Preview - Numbers, Email ID, Credit card, SSN, and International Bank Account details.

Notifications

Desktop Notifications - Modal and Preview

Popover Notifications - Inbound Customer Number and Business Number

Interaction Pane

Title - Contact Origin - Inbound

Digital Media Pane

Message Signature - Customer Messages - Number

Composer - Placeholder Message - Number

Agent Interaction History - Task Brick

Title - Contact Origin - Inbound

CAD Variables

System Reserved CAD Variables - Contact Origin - Inbound

Conditional Masking: If the Customer Name is set to Mobile Number, the application masks it on the Agent Desktop.

3

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.

1

During the WhatsApp conversation, click Transfer.

The Transfer Request dialog box appears.

2

Choose one of the following:

  • Queue—Select a queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available.
  • Agent—Select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents.
3

(Optional) Click to retrieve the most recent list of queues and agents.

4

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.

Add an agent to a WhatsApp conversation

1

During a WhatsApp conversation, click Conference.

The Conference Request dialog box appears.
2

Choose one of the following:

  • Queue—Select a queue from the drop-down list, or use the search field to filter the list. The drop-down list displays the queues that are available.
  • Agent—Select an agent from the drop-down list, or use the search field to filter the list. The drop-down list displays the names of available agents.
3

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.

4

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.

1

In the active WhatsApp conversation, click End.

The Wrap Up Reasons dialog box appears.

2

Select a wrap-up reason from the drop-down list or use the search field to filter the list.

3

Click Submit Wrap Up.