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
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.