Antbuddy.us
  • AntBuddy Inc Documents
    • WhatsApp User Guide
    • Guide to Setting Up WhatsApp on AntCRM
    • Guide to Managing Chats with Whatsapp Customers
    • How to Add and Use Omni Message Templates?
    • Guide to Setting Session
    • Guide to Creating and sending Whatsapp SMS campaign
    • Guide to Sending the Product Carousel
    • Cross-Channel Campaign Guide
    • Guide to sending Product Sample Messages on WhatsApp (Product Catalog)
    • Guide to Register and Payment
      • Register and Login
        • 1. Register
        • 2. Log in
      • Payment
    • AntCrm Customer Management
      • Settings
        • Create users
        • Create group
        • Invite users to the company
        • View permissions
        • Activity permissions
        • What is Ticket? How to create Ticket?
      • Conversation
        • Omni Facebook user guide
          • 1. Facebook integration
          • 2. Setting Up Facebook Fan page
          • 3. Message Management
            • 3.1. Sending Message
            • 3.2. Viewing Conversation History
          • 4. Comment Management
            • 4.1. Customer Support Commenting
            • 4.2. Hiding comments
            • 4.3. Editing comments
            • 4.4. Delete Comments
            • 4.5. Liking/Unliking Comments
          • 5. Post Management
          • 6. Changing the Session Owner
          • 7. Adding support user
          • 8. Tagging session
          • 9. Sending images
          • 10. Marking done
          • 11. Adding message template
            • 11.1. Add/Edit/Delete templates
            • 11.2. Using message template
          • 12. Setting Up Session Timeout
          • 13. Configuring the Timeout
          • 14. Setting Up Auto-Reply and Sending Messages
          • 15. Setting Up Response Time and Pre-Expiration Warnings
          • 16. Customer operations
          • 17. Marking unread
          • 18. Setting up Omnichannel chat Categories
          • 19. Configuring layout
        • Zalo OA user guide
          • 1. Zalo OA integration
          • 2. Setting page
            • 2.1 Add user support
            • 2.2 Auto assign feature and Assignment Mode
            • 2.3 Configure tagging for new customers
            • 2.4 Configure lead source
          • 3. Message Management
            • 3.1 Sending message
            • 3.2 Viewing Conversation History
          • 4. Changing the Session Owner
          • 5. Adding support user
          • 6. Tags
          • 7. Sending images
          • 8. Marking done
          • 9. Adding Message Template
            • 9.1 Add/Edit/Delete
              • 9.1.1 Adding a Message Template
              • 9.1.2 Editing message template
              • 9.1.3 Deleting message template
            • 9.2 Using message template
          • 10. Setting Up Session Timeout
          • 11. Configuring the Timeout
          • 12. Setting Up Response Time and Pre-Expiration Warnings
          • 13. Marking unread
          • 14. Setting up Omnichannel chat Categories
          • 15. Configuring layout
        • Instagram use guide
          • 1. Instagram integration
          • 2. Using Instagram Omni conversations
            • 2.1 Guide to setting up Instagram on AntCRM
              • 2.1.1 Adding support
              • 2.1.2 Assignment configuration
              • 2.1.3 Interactive Configuration
          • 3. Manage chat with customers
            • 3.1 Send message to customer
            • 3.2 View session history
          • 4. Comment Manager
            • 4.1 Hide comment
            • 4.2 Delete comment
          • 5. Change the person assign to session
          • 6. Adding user support
          • 7. Tags for session
          • 8. Send image
          • 9. Mark as done
          • 10. Adding message template
            • 10.1 Add/Edit/Delete template
            • 10.2 Using messenger template
          • 11. Setting up session timeout)
          • 12. Setting Up Response Time and Pre-Expiration Warnings
        • Whatsapp use guide
          • 1. Integrate whatsapp on CRM
          • 2. Setting whatsapp on CRM
            • 2.1 Adding user support
            • 2.2 Setting close session
            • 2.3 ssignment Configuration
            • 2.4 Interaction Configuration
          • 3. Managing Chats with Whatsapp Customers
            • 3.1 Send message
            • 3.2 Viewing Conversation History
            • 3.3 Changing the Session's Assigned Agent
          • 4. Adding a Support User
          • 5. Tagging a Session
          • 6. Sending image
          • 7. Marking a Session as Completed
          • 8. Adding, Edit and Delete omni message template
          • 9. Session Closure Time
          • 10. Configuring the wait time
          • 11. Setting response Time and Pre-expiration Alerts
          • 12. Creating Whatsapp SMS campaign
          • 13. Sending Whatsapp SMS Campaign
          • 14. Sending the Product Carousel
          • 15. Cross-Channel Campaign Guide
          • 16. Create WhatsApp Template via Meta Business Suite
          • 17. Run Template in AntCRM platform
        • Shopee use guide
        • Live chat use guide
        • Lazada use guide
      • Report
        • View Omnichannel conversation report
      • Customer Experience Management
        • 1. Customer survey setting
          • 1.1 Conversations
          • 1.2 Call Center
          • 1.3 Rating criteria setting
          • 1.4 Setting landing page
        • 2. How to use the Agent interface
        • 3. Satisfaction Report
      • Antring Call Center
        • Setting
          • 1. Antbuddy PC
          • 2. Yealink T19 E2 phone
          • 3. IP Phone Grandstream GXP 1610
          • 4. Reset password for administrators
          • 5. Block spam numbers on the AntBuddy admin page
          • 6. Create a user on Call Center
          • User manual for AntBot ChatBot
            • 1. Integrating multi-channel messaging with AntBot Chatbot
            • 2. The basic features of AntBot Chatbot
            • 3. Use Cases of AntBot Chatbot
            • 4. Detailed explanation of the Chatbot node
  • Integration Document Guide
    • AntRing
      • API Registration
      • Use API
      • API List
      • Error Code
    • AntBot
      • AntBot API
      • Voice OTP
      • HTTP Response
    • AntCrm
      • ApiRing AntCrm apis description
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On this page
  • 1. Add Users support
  • 2. After close session by agent
  • 3. Assignment Configuration
  • 4. Interaction Configuration
  1. AntBuddy Inc Documents

Guide to Setting Up WhatsApp on AntCRM

PreviousWhatsApp User GuideNextGuide to Managing Chats with Whatsapp Customers

Last updated 1 month ago

Guide to Setting Up WhatsApp on AntCRM

Step 1: Click onicon and go to the Omni Chat

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

Description

1

Page name

Name the Page

2

Groups

List of Groups Responsible for Customer Support

3

User support

List of agents responsible for interacting with customers, such as receiving WA chats

4

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

5

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

6

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

1

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

2

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)

3

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

4

Assignment Mode

There are two assignment modes:

  1. Round Robin: Requests are distributed to agents in the group one by one in order, rotating through the list

  2. Random: Requests are distributed randomly to agents in the group

5

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

6

Assign according to optional rule

Allows the creation of assignment rules based on keywords found in the customer's message content

7

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

1

Permission view and interact with the session

Allows users to view and interact with each other's session content

2

Tags:

Settings tagging for customers when new customers are created.

Tags are assigned to new customers to differentiate and group customers with similar characteristics, making future interactions easier

3

Lead sources:

Settings source for Lead when new Lead is created.

The source of customer creation, also intended to differentiate and group customers with similar characteristics.

1. Add Users support

Step 1: Go to the Page Settings page - Support section (as outlined above).

Step 2: Select or search for the Groups to add the support list.

Step 3: Select or search for the Users support to add to the support user list.

  • To remove a user from the list users support, click "X" button

2. After close session by agent

Step 1: Go to Settings → WA integrations → After close session by agent

Step 2: Choose Trigger Flow or Display Specific Message

  • Trigger Flow: Select the pre-built rating flow

  • Display Specific Message: After the conversation section ends, the pre-composed message here will be sent to the customer

After the settings are configured, follow these steps to use the WhatsApp chat rating feature:

  1. Survey Request Message when choose Display Specific Message

  1. Survey Request Message when choose trigger flow

The survey request message will appear in the WhatsApp chat with the following content

Customer Response: The customer will select a number corresponding to their satisfaction level by replying with the appropriate

  • Users provide feedback based on the pre-designed survey content

  • After user click on ‘Select option’, display survey option

Review and Analyze Feedback

  • Access Reports: Navigate to the Reports section in your CRM platform.

  • Survey Reports: View and analyze the collected survey data, which includes an overview of responses and detailed insights categorized by various parameters such as customer satisfaction level, date, and interaction channel.

3. Assignment Configuration

Step 1: Go to the Whatsapp Settings page - Assignment Configuration section (as outlined above)

Step 2: Enable the Auto Assign feature

Step 3: Tick the desired Assignment Mode: Round Robin or Random

  • Round Robin: Messages will be automatically distributed in order to the agents in the support user list.

  • Random: Messages will be automatically distributed randomly to the agents in the support user list.

Step 4: Optional: Apply settings to specific agents.

  • Only users online: Apply assignments only to agents who are currently online.

  • All users: Apply assignments to all agents, including those who are offline.

Step 5: Click on “Save” button

4. Interaction Configuration

Step 1: Go to the Whatsapp Settings page - Interaction section (as outlined above)

Step 2: Set up permissions for viewing and interacting with sessions

Tick or untick to customize viewing/interaction permissions for support agents

Step 3: Select tags, the selected tags will be automatically applied to new customers from this page.

Select a source, new customers from this page will be assigned the selected source.

Step 4: Click on “Save” button