Guide to Managing Chats with Whatsapp Customers

When a customer sends a message to the page, the message will be directed to Omni - WhatsApp.

The number of unread messages will be displayed on the menu.

To manage messages and support customers efficiently, agents need to follow these steps:

Step 1: Open the Omni page.

Step 2: Click on the WhatsApp tab.

Step 3: Click on the Inbox tab to see the message recently received from the Whatsapp customer.

Step 4: Click on the message to start chatting and provide support.

Here, you can see the assigned support agent by hovering over the small avatar on the message (see the image).

** Viewing permissions for sessions are set in the Interaction section

1. Guide to Sending Messages to Customers

Step 1: Enter the message content into the chatbox.

Step 2: Press Enter to send the message.

Or select from the message templates list - choose a template and press Enter to send.

2. Guide to Viewing Conversation History

Step 1: Open a chat session

Assignment History:

Includes Assignment Type: automatic/manual
Assigning agent, Assigned agent
Assignment Time

3. Guide to Changing the Session's Assigned Agent

Step 1: View any message

Step 2: Below the customer's name, there is a line that says "Assigned To Nadyah Alhoash”

Step 3: Click on the edit button next to it to change the assigned person

Select the Group and the Responsible Person and click Assign

(You can add a note with additional details to help the new responsible agent understand the assigned session better)

4. Guide to Adding a Support User to a Message Session

This feature is used when the current user needs help from another agent to assist a customer. By simply inviting the agent into the session, that agent can help support the main person responsible for the session.

Step 1: View any message

Step 2: Click on the "Add Support" icon

Step 3: Select or search for a name to add for support

You can add one or more support agents

Click “X” to remove a support agent from the list

Step 4: Click Save button

5. Guide to Tagging a Session

This feature allows you to assign one or more tags to a chat session to categorize sessions by Tag.

Step 1: View any message

Step 2: Click on the Tags icon

Step 3: Select tags from the available list

After the tags have been successfully updated, they will appear in the session list—right below the session name

6. Guide to Sending Images

Step 2: Select the image you want to send

Step 3: Click Open

The image will be sent

To view the entire image, click on the image

7. Guide to Marking a Session as Completed

This feature is used to close and move supported sessions into the "Completed" filter. This allows us to track the number of sessions that have been supported, the support time, etc.

Step 1: Open the session of a message

Step 2: Support the customer: Reply to the message, comment, attach files, assign tags, etc

Step 3: Click on the "Mark Done” icon

If the customer messages again, the session will be reopened