Guide to Setting Up WhatsApp on AntCRM
Guide to Setting Up WhatsApp on AntCRM
Step 1: Click on
icon 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:
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
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:
Survey Request Message when choose Display Specific Message
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
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