# 2. Configuring WhatsApp on CRM
Step 1: Click onicon and go to the Omni Conversation
Step 2: Choose WhatsApp Integrations page.
Step 3: Click the "Setting” button on the specific page (already registered) that you want to configure.
The page will be redirected to the setup page for the selected page.
The setup for the page includes the following sections:
| Section | |
| ------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| *Page name* | *Na*me th*e Page* |
| *Groups* | Danh sách các Nhóm chịu trách nhiệm hỗ trợ*List of Groups Responsible for Customer Support* |
| *User support* | *List of agents responsible for interacting with customers, such as receiving WA chats* |
| *Message template applies when the deadline is overdue* | *If the customer does not reply within 24 hours, the agent will send a template message, with language options available* |
| *After close session by agent* |
Trigger: Select a pre-built flow in the Bot for customer surveys. The session is closed by the agent
Display specific message: The session is closed by the agent and displays the conversation-ending message in the selected language
|
| *Survey Expiration* |
Survey Expiration Duration: The time duration after which the survey expires if the customer does not complete it
Survey Expiration Message: The content of the expiration notification
|
| Section | Description |
| ------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| By default, the session assignment of the old customer already has a staff member in charge | When this feature is enabled, the session is automatically assigned to the previous responsible agent without checking other assignment conditions. If the previous agent is not on the list of assigned agents, the session will be marked as unassigned |
| Auto Assign | When the auto-distribution feature is enabled, messages from customers sent to the Page will be automatically distributed to support agents according to the rules selected in the Assignment Mode (configured below) |
| Priority assigned to the responsible staff of the related customer | When this feature is enabled, the system will automatically assign the session to the agent responsible for the customer’s message (lead/contact). If the responsible agent does not meet the session assignment criteria, the system will automatically distribute the session according to the assignment rules |
| Assignment Mode |
There are two assignment modes:
Round Robin: Requests are distributed to agents in the group one by one in order, rotating through the list
Random: Requests are distributed randomly to agents in the group
|
| Apply for |
Only users online: New sessions are assigned only to agents who are currently online in the CRM.
All users: New sessions are assigned to all agents according to the assignment mode
|
| Assign according to optional rule | Allows the creation of assignment rules based on keywords found in the customer's message content |
| Transfer responsible staff of customers when assigned | When this feature is enabled, the customer's assigned agent will be updated to match the agent assigned to the chat session |
| Section | Description |
| --------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- |
| Permission view and interact with the session | Allows users to view and interact with each other's session content |
| Tags | Tags are assigned to new customers to differentiate and group customers with similar characteristics, making future interactions easier |
|
Lead sources
| The source of customer creation, also intended to differentiate and group customers with similar characteristics. |
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