2. Setting 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

Name the Page

Groups

Danh sách các Nhóm chịu trách nhiệm hỗ trợList 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