# AntBuddy Inc Documents
#### About AntBuddy
**Serve Customers Where They Are – Boost Sales with Ease**
AntBuddy helps sales and customer support teams optimize every call with a phone system designed specifically for your business tools.
**Make and Receive Calls Anywhere**
Quickly get a new phone number or retain your existing one. Handle calls on the go with desktop and mobile apps. Gain full visibility with an intuitive dashboard.
**Empower Your Team**
Easily add or remove users based on your needs. Automate and efficiently route calls using IVR options, agent skills, time zones, and more.
**Track Agent Performance**
Access advanced analytics on agent and team productivity. Continuously monitor team activities with real-time data and cross-reference with your CRM and Helpdesk for deeper business insights.
# Guide to Register and Payment
# Register and Login
# 1. Register
How to register for a trial account?
*Step 1: Open link:* [*https://www.antbuddy.us/*](https://www.antbuddy.us/)
Step 2: Click on "Register"
Step 3: The screen navigates to the registration page, offering two ways to register
* Register by phone number
⇒ *Enter Phone number at phone number field, then click on "continue"*
* *Register by Email*
*⇒ After enter Email, a phone number verification step is required. Then, click Continue.*
Step 4: Choose the method to receive the OTP code. After entering the OTP, click Continue.
Step 5: Entering OTP Code, then click on confirm
Step 6: Enter company name
Step 7: Enter company domain, then click on continue
Step 8: Enter Full Name
Step 9: Enter Email
Step 10: Enter password
Step 11: Enter Confirm password
Step 12: Check box "I have read and agree"
Step 13: Click on "Register"
Here is a screen when successful registration
*After successfully registering an account, you will be directed to the channel integration page -> invite employees -> make a payment.*
*To integrate channels, you can see the details of integrating each channel in the*
# 2. Log in
Access this link:
Here, you can click on "Đăng nhập" button to move into log in page
*There are 2 methods to log in:*
*Method 1: Log in via phone number*
* *Enter phone number -> Click on "continue" -> Enter Password -> Click on "Login"*
*Method 2: Log in via Username/Email*
After log in successfully, the screen will move to Antcrm page
# Payment
Users can make a payment by selecting \[Quick Access] for Payment on the notification bar or toggling off the Trial Mode in the top menu
Alternatively, after the trial period ends, the system will display a notification: 'Your trial period has ended!' and users can click the 'Upgrade Now' button to proceed with payment for the LUCKY OMNI+ trial package.
After clicking "Upgrade Now", the system redirects to this screen
On the payment screen, there are two columns of information:
| Left Column | Right Column |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Package name | Number of employees |
| Features and benefits of the package | Number of messaging pages |
| Unit price per employee / Unit price per messaging page | Payment cycle |
| Three additional packages are displayed (LUCKY CAMPAIGN+, LUCKY CARE+, LUCKY GROWTH PRO+), but selecting these packages only shows their information without the option to pay | The number of employees and messaging pages will be automatically filled based on the number already activated. If users select a quantity lower than the activated number and click Continue, a notification will appear: Invalid information |
| | The provisional amount, discount, and total amount will automatically update as users adjust the number of employees, messaging pages, or payment cycle |
After clicking Continue, the system redirects to this screen
*On the payment screen, there are two columns of information*
| Left Column | Right Column |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------- |
| Details about the payment method | Review the selected package |
| Please select a suitable payment method and click Pay to complete the package upgrade | Package name |
| AntBuddy always ensures that all your transactions are secure! | Number of employees |
| Scan VietQR. When accessing this screen, VietQR is automatically selected, and 'Do not issue an invoice' is the default option. If users want to select 'Issue an invoice,' they can click to enable it | Number of messaging pages |
| | Duration |
| | Start date |
| | End date |
| | Provisional |
| | Discount |
| | Total amount |
After clicking Export Invoice, the system leads to this screen
*After filling in the information, the 'Pay' button will become selectable*
# AntCrm Customer Management
AntCrm Customer Management Guide
* Omni channel
* Omni-channel Campaign Management
* Unified Multi-channel Customer Care
* etc
# Settings
# Create users
### 
Step 1: Open **Settings page** - **User management** - **Users**
Step 2: Press **Create user**
Step 3: Enter the required information into the Create a new user popup
* Surname
* Name
* Email
* Username
* Password
* Tick the box "Send notification email to newly created user" to send an email with account information to the employee
* Tick the box "Change password after logging in" to enable changing the password when the employee logs in for the first time
Step 4. Press **Create** to complete
**Note:** When creating a new user with email already exist:
* In case you already have an account at AntCRM and are a member of another company, after creating that account, it will be added to the current company and the previous information will be retrieved
* In case you do not have an AntCRM account, after creating that account, AntCRM will be activated, and the company will be added with user information that is entered when creating a user on AntCRM
# Create group
Step 1. Open settings page - User management - Group
Step 2.Press **Add group**
Step 3. Enter group name
Step 4. Enter the name/email of employee to search and choose to add the group
Step 5. Press **Save**
To remove a customer from the list, click the remove button and confirm
# Invite users to the company
Invite employees to the company
Step 1. Open **Settings** page - **User management** - **Users**
Step 2. Press **Create user** button
Step 3. Enter the email that you want to invite and press  button
# View permissions
Configure view permissions
#### 1.1. **Configure viewing permissions for employees**
Step 1. Open **Settings** - **User management** - **Users**
Step 2. At the user list, press the user name that you need to configure
The page will move to the information viewing page and set permissions for that user
**Note: Only Owners and admins who are granted setup rights can see and access the display permissions/Activity permissions tab**
**Step 3.** Open **Display permissions tab**
This tab will display all the pages that you can set viewing permissions for. You can grant viewing permissions to users by ticking the checkbox, and cancel permissions by unchecking them.
During the process of ticking the options, if you want to return to the original state, you can click **Reset** to reset the configuration page to the way it was when it first opened
**Step 4**: Press **Save** after any changes
Below is the CRM screen that the user just set up above can see:
For pages where the Owner does not grant permissions, when this user tries to access them, they will be banned
1.2. **Configure permissions to view data for the group**
**Step 1.** Login AntCRM by owner account→ Open **Settings** page → User management → Choose **Group**
**Step 2:** Click Edit in the group that needs to configure
The page will go to the **Update group** page and set the permissions for that group: Display permissions and Activity permissions
**Step 3.** Open Display permissions tab
Setting data viewing permissions for a group is the same as setting viewing permissions for Users in section ..............
**Step 4.** After ticking the boxes corresponding to viewing permissions, click Save
**Step 5.** Click on Appl
This step allows you to choose which objects in the group will have the settings applied. There are 2 options
* **All**: Apply this setting to all members of the group
* **Some users:** Select the employee to apply the settings)
**Step 6.** Click Apply on the application object options popup
# Activity permissions
Configure activity permissions
1.1. **Configure activity permissions for user**
**Step 1.** Login CRM by Owner account → Open Settings page → User management section → Choose Users
**Step 2:** Click on user that needs to configure
The page will move to the personal information view page and set up the permissions for that user: Display permissions and Activity permissions.
**Step 3.** Open Activity permissions tab
This tab will display all features and modules in CRM software so the owner can set up the activity permission for employees
* Grant activity permissions for users by ticking into the checkbox, and cancel permission by removing tick
* After updating, press Save to save the changes
For example: Allow employees to send message and email, you tick the following boxes and press Save
* Send SMS - Send with the template, Send with custom content
* Send Email - Send with the template, Send with custom content
**NOTE: Need to configure Setting more permission, editing, deleting Ticket by Agent here**
At Setting activity permission page - Ticket section, click on "setting more"
The page will move to setting ticket operation permission by agent, configure and click on Save button
1.2. **Configure activity permissions for group**
**Step 1.** Login AntCRM by Owner account→ Open Setting page → User management section → Choose Group
**Step 2:** Click on Edit button at group that need to configure
The page will move to **Update group** and set the permissions for that group: Display permissions and Activity permissions
**Step 3**. Open Activity permissions tab
Setting up activity permissions for a group is the same as setting up activity permissions for users in section ...............
**Step 4.** After ticking the boxes correspond to the activity permissions, click on Save button
**Step 5.** Click on Apply button
This step is to customize the objects in the group to which the settings will be applied. There are 2 options:
**All**: Apply this setting to all members of the group
* **Some users:** Choose user to apply the setting
**Step 6.** Click on Apply on applicable object options popup
# What is Ticket? How to create Ticket?
1\. Introduction about ticket:
A ticket, also known as a support request, is a ticket recording information related to a customer problem or request for support/help services. Tickets help businesses record and track so that they can quickly support customer issues or service requests.
Benefits when using Ant CRM for ticket management:
* Manage multiple contact channels centrally in just one software interface.
* Receive, filter, classify and distribute requests to the correct department quickly and completely.
* Assign responsibilities to each person and handle problems when assigned.
* Monitor the processing status of the ticket.
* Search for a ticket quickly.
* Filter by tickets that are priority and need to be handled urgently.
* Automated system with settings for transfer, processing, reporting, and tracking rules to ensure requests are always handled effectively.
* Satisfy customers on time with SLA standards, become a trusted place in the industry and build a strong brand.
## 2. How to create Ticket?
Tickets can be created by all authorized employees in the company.
There are many different ways to create Tickets. Currently the system supports 5 ways to create Tickets
* Create manually: Enter the detail information of ticket manually on the tickets creation page interface
* Email: Automatically create tickets for emails pushed to email forwarder
* Facebook: Automatically create tickets for messages or comments on the page
* Create tickets quickly
* Marketing Automation: Tickets are automatically created from Marketing Automation
#### 2.1. Create manually
Step 1. In the menu list on the left, choose Ticket→ choose Create Ticket
Step 2: Enter the necessary information
This includes the following information:
| Field name | Required | Description |
| ---------------- | ----------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Title | Yes | Title of ticket |
| Brief | No | Content describes the assigned work |
| Customer | Yes | Customers related to the assignment ticket: the person requesting support, the object to contact, getting information... |
| Category | No | It is a level 1 category, used to classify tickets. |
| Sub category | No | It is a level 2 category (a subcategory of the level 1 category), used to classify tickets. |
| Sub sub category | No | Is a level 3 category (a subcategory of level 2 category), used to classify tickets. |
| Priority | No |
It is necessary to rely on the customer's problem to give appropriate priority for handling. For each priority level, there will also be a separate processing time. There are 4 priority levels:
Urgent
High
Medium
Low
|
| SLA | Yes | SLA is a service quality agreement between the business and the customer. Ant CRM supports creating many SLA standards with reminder levels and ticket deadline warnings, helping employees not miss or be late for appointments with customers. |
| Group | No | The group in charge of the assigned tickets will often choose groups with an [Assignment rule](https://docs.google.com/document/d/17hIJBKQiiWnT7VKRon1B7PaLTwWdv8D9XhQqq4nRoKM/edit) so that the assignment is automatically spread evenly among group members. |
| Assign | No | Specific employees are assigned tickets. Note: to apply group assignment rules, do not choose employees. |
| Order | No | Order between business and customer |
| Channel | No | Support channel or channel that received the complaint request |
| Resolution type |
|
There are 4 resolution types:
Send feedback
Duplicate information
Spam
Other
|
| Attach | No | Related attachments, can be product details or complaint details, images... |
| Tag | No | Tags are assigned to tickets to classify tickets |
Step 3. Press Save button to complete the new ticket creation.
#### 2.2. Automatically create tickets for emails pushed to email forwarder
See details in [Instructions to configure automatic ticket creation from Email and Omni channels](https://docs.google.com/document/d/1d39CHfz_bSEbb2y-eTK8s0G5Iik9Qg06CNF22PHeY0A/edit#)
#### 2.3. Automatically create tickets for messages or comments from Facebook Fanpage
See details in Instructions for configuring automatic ticket generation from Email and Omni channels
#### 2.4. Create tickets quickly
This is a quick step to create a Ticket, you can create a customer no matter where you are on any page of Ant CRM.
Step 1. Press Create button at the top of the page
Step 2. Press Create Ticket
The page goes to the Create Ticket page
Step 3. Enter information and press Save the same way as creating manually.
#### 2.5. Tickets are automatically created from Marketing Automation
See details in [How to run Marketing Automation processes? ](https://docs.google.com/document/d/1h2uP8mciODDHpR3tYdjoDusEY99Mlmdq3kMsy-_mhsg/edit)
# Conversation
# Omni Facebook user guide
# 1. Facebook integration
1.1. Access the Facebook Integration Page
Step 1: Access the Facebook Integration Page
Method 1: In the left menu bar, click on Message Management -> select Multi-channel Messaging
Go to the Facebook tab, then click the Integrate button.
Method 2: Go to the Settings page => Select Multi-channel Conversation Settings => Choose message channel Integration
1.2. Use the Admin account of the page to integrate
*There are two cases:*
*Case 1: If you are not logged into Facebook, when you click the Integrate button, a dialog box will appear asking you to log in to Facebook. You must log in to integrate*
*Note: The account you log in with must have at least one Fan page.*\
*If your account does not have a Fan page, please create one following the instructions* [*here*](/antbuddy-inc-documents/antcrm-customer-management/conversation/omni-facebook-user-guide/2.-setting-up-facebook-fan-page)
*After logging in, a popup confirmation to continue with the current account will appear. Click Continue under the name…*
# 2. Setting Up Facebook Fan page
Step 1: Go to the Multi-Channel Conversation Setup page - Message channel integration - Facebook Integration
Step 2: Click the Settings button on the page (already registered) that you want to set up
The page will be redirected to the setup page for the Fan page
The setup for the Fan Page includes the following sections:
| Sessions | Description |
| -------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Group | A list of groups responsible for customer support Facebook comments… |
| User support | A list of employees responsible for interacting with customers, such as receiving Facebook chats, receiving comments |
| By default, the session of existing customers will be assigned to the employee already responsible | When this feature is enabled, the session will be automatically assigned to the employee who was previously responsible for the session, without the need to check other assignment conditions. If the previous responsible person is not in the list of assigned employees, the session will be marked as "not assigned |
| Automatic distribution | When the automatic distribution feature is enabled, comments/messages from customers sent to the Page will be automatically distributed to support staff according to the rules selected in the Assignment Mode (configured below) |
| Priority will be given to assigning to the person responsible for the related customer | When this feature is enabled, the system will automatically assign the session to the person responsible for the customer who sent the message (responsible for the lead/contact). If the responsible person does not meet the session distribution criteria, the system will automatically distribute the session according to the assignment rules |
| Assignment mode |
There are 2 assignment modes:
Sequential: Distributes the request tickets in order to the employees in the group and rotates.
Random: Distributes the request tickets randomly to the employees in the group
|
| Apply for |
Only online employees: Only assigns new sessions to employees who are currently online in the CRM.
All employees: Assigns new sessions to all employees according to the selected assignment mode
|
| Assign according to custom rules | Allows creating an assignment rule based on keywords in the customer's message/comment content |
| Transfer customer responsibility when assigning | When this feature is enabled, the customer’s responsible employee will be transferred to the employee assigned to the chat session |
| Permission to view and interact with the session | Allows users to view/interact with each other's session conten |
| Tag: Configure to assign a tag to the customer when a new customer is created | The tag is assigned to new customers to differentiate and group customers with similar characteristics, making it easier for future operations |
|
Lead Source: Configure the lead source for the customer when a new lead is created
| The source that generates the customer, which also aims to differentiate and group customers with similar characteristics |
| Reply to comments with comments | Allows configuring to reply to comments with either a comment or a message |
2.1. Adding Support
Step 1: Go to the Fan page Settings page - **Support** section (as per the instructions above)
Step 2: Select or search for a Support group to add to support list
Step 3**:** Select or search for a Support User to add to the support user list
If you want to remove a user from the support list, click the **X** button
2.2 Assignment Configuration
Step 1: Go to the Fan page Settings page - Assignment Configuration section (as per the instructions above)
Step 2: Enable the Automatic Assign feature
Step 3: Tick the desired Assignment Mode: Round robin or Random
Round robin: Messages and comments from the Fanpage will be automatically distributed in sequence to the support users in the list
Random: Messages and comments from the Fan page will be automatically distributed randomly to the support users in the list
Step 4: Options apply to employees
Only users online: Applies the assignment only to employees who are currently online
All users: Applies the assignment to all employees, even those who are offline
Step 5: Click Save
2.3. Interaction Configuration
Step 1: Go to the Fan page Settings page - Interaction section (as per the instructions above)
Step 2: Set up Permissions to view and interact with the session:
Tick or untick to customize the permission levels for viewing/ interacting with sessions for support employees
Step 3**:** Select a tag. The selected tag will be automatically assigned to new customers from this Fan page
Step 4: Select a source. New customers from this page will have the selected source
Step 5: Set up Reply to comments with comments
Step 6: Click Save
# 3. Message Management
When a customer sends a message to the page, the message will be directed to Omni - Facebook. The number of unread messages/comments will be displayed on the menu
To manage messages and support customers as quickly as possible, employees need to follow these steps:
Step 1: Open the Omni page
Step 2: Click on the Facebook tab
Step 3: Click the Inbox tab, and you will see the message received from the Facebook customer
Here, you can see the assigned support person by hovering over the small avatar on the message (see image)
Permissions to view sessions are set in the Interaction section
Step 4: Click on the message to start chatting and provide support
# 3.1. Sending Message
Step 1: Enter the message content into the chat box
Step 2: Press Enter to send the message
Or select from the Message Template List - choose a template and press Enter to send
# 3.2. Viewing Conversation History
Step 1: Open a chat session: send a message/comment
Step 2: Click on the Conversation History  icon
Assignment History:
* Includes Assignment Type: automatic/manual
* Assigned Employee, Employee Assigned
* Assignment Time
* Label Update History: Employee name who updated, update time, Label name…
# 4. Comment Management
When a customer comments on a post on the page, the comment will be directed to Omni - Facebook
To manage comments and support customers as quickly as possible, employees need to follow these steps:
Step 1: Open the Multi-Channel Conversations page
Step 2: Click on the Facebook tab
Step 3: Click the Comment tab, and you will see the comments received from Facebook customers
Here, you can see the assigned support person by hovering over the small avatar on the comment (see image)
For the Owner and admins in the support team, they can view all comments
For employees in the support team, they can only see comments that have not been assigned yet and comments that have been assigned to them
Alternatively, employees can also see comments assigned to other employees if they are granted Interaction permissions in section 2.3
Step 4: Click on the comment to comment for support
# 4.1. Customer Support Commenting
Step 1: Enter the comment content
Step 2: Press Enter to submit the comment
# 4.2. Hiding comments
You can hide comments from employees or hide comments from customers.
To hide a customer's comment, click on the icon.)
For comments made by employees, there is an options button “...” at the beginning of each employee’s comment. Click on it
⇒ Click Hide Comment
# 4.3. Editing comments
Step 1: At the beginning of each comment, there is an options button “...”, click on it
Step 2: Click Edit
Step 3: Edit the content of your comment in the edit popup
Step 4: Click Update
Note: You can only edit your own comments
# 4.4. Delete Comments
Step 1: At the beginning of each comment, there is an options button “...”, click on it
Step 2: Click delete comment
Step 3: Click 'Agree' on the confirmation popup to delete
# 4.5. Liking/Unliking Comments
Step 1. Each comment has a like icon
Step 2: Click to like the comment (Click again to unlike)
# 5. Post Management
Step 1: Open Omni page
Step 2: Click on Facebook tab
Step 3: Click on tab post, you will see all the post in page
5.1. Guide to see more comments
Step 1: At tab post, click a post to see the detail
Step 2: Click to see more answers
### 5.2. Guide to answer the comment
Step 1: At tab post, click a post to see the detail
Step 2: Click answer in the below comment
Step 3: At this point, a text input bar will appear below the comment. Enter your reply in the text field.
Step 4: Press Enter to submit the reply to the comment.
*You can reply to the comment using an Omni message template. The steps are the same as in* [*Section II.4.2, 'Guide to Sending Comments Using Omni Message Templates.*](https://docs.google.com/document/d/1aKL6SXUiwzJGkLm_N6T7bUjq-oOiuVJBSD8qh4qLXA0/edit#heading=h.5yzvwr7wokfb)
### 5.3. Guide to Viewing Posts and Comments on Facebook
Step 1: Open Omni page
Step 2: Click on tab facebook
Step 3: Click tab post
Step 4: Click a post to see the detail
Step 5: Click the 'View Post' icon (as shown in the image)
To view comments on Facebook, click the icon below each comment (see image)
To like a comment, click Like below the comment (see image above)
# 6. Changing the Session Owner
Step 1. View any message/comment.
Step 2: Below the customer's name, there is a line that says 'In charge: Thuan Tran Thi Thu.
Step 3: Click the edit button next to it to change the assigned person.
Select the Group and Responsible Person, then click Assign.
You can add a note with additional information to help the new responsible person understand the details of the assigned session.
The person assigned to the session will receive a popup notification of the assignment
Click 'View Conversation Now' to open the assigned session, or click 'Later' to stay in the current session.
# 7. Adding support user
This feature is used when the current user needs assistance from another employee to support a customer. Simply invite the employee into the session, and they will be able to assist the primary responsible employee of the session.
Step 1: Open any message/comment.
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 multiple support staff.
Click X to remove the support staff from the list.
Step 4: Click Save
On the screen, the added support staff will receive a popup notification.
Click 'Support Now' to open the session that needs support, or click 'Later' to stay in the current session.
For support sessions, employees can identify them by the word 'Support' displayed in the session.
# 8. Tagging session
This feature allows you to tag one or multiple labels to a chat session in order to categorize the sessions by labels. There are 2 ways to tag labels for a session:
Method 1: Click on label icon
Step 1: Open any message/comment.
Step 2: Click on icon tags
Step 3: Select labels from the available list.
*Method 2: Select a label from the list of labels on the chat box*
Once the label is successfully updated, it will appear in the session list, just below the session name*.*
# 9. Sending images
Step 1: In the chat bar, click the icon.
Step 2: Choose the picture to send
Step 3: Click open
The image will be sent.
This is the image received from the customer.
To view the full image, click on the image.
# 10. Marking done
This feature is used to close and move sessions that have been supported into the 'Done' filter.
This allows for tracking the number of sessions supported, support time, and other statistics.
Step 1: Open the session of a message/comment.
Step 2: Assist the customer: Reply to messages, comments, attach files, add labels, etc.
Step 3: Click on the Mark as Done  icon.
You can find the closed messages in the DONE filter. It will show complete information about the employee who closed it and the closure time.
You can proactively move to the inbox to reopen this chat session and continue chatting with the customer.
If the customer sends a message again, the session will be reopened and moved to the Main filter.
# 11. Adding message template
Step 1: On the left menu bar, click on Settings.
Step 2: Click on Multi-channel Conversation Settings.
Step 3:Open the Omni Message Templates section.
On the Conversation Message Templates page, you can add, edit, or delete messages. Below is a detailed guide.
11.1.1. Guide to Adding a Message Template
*Step 1: Enter information for the new message template.*
* Title: Optional.
* Content: The message that will be displayed when sent to the customer.
* *Label: Select or search for a label to add to the message template (optional).*
* *Page: Select the page to apply the message template to: By default, it will apply to All Pages.*
* *Select an attachment (optional).*
*Step 2: Click Save.*
# 11.1. Add/Edit/Delete templates
Step 1: On the left menu bar, click on Settings.
Step 2: Click on Multi-channel Conversation Settings.
Step 3:Open the Omni Message Templates section.
On the Conversation Message Templates page, you can add, edit, or delete messages. Below is a detailed guide.
11.1.1. Guide to Adding a Message Template
Step 1: Enter information for the new message template.
* Title: Optional.
* Content: The message that will be displayed when sent to the customer.
* Label: Select or search for a label to add to the message template (optional).
* Page: Select the page to apply the message template to: By default, it will apply to All Pages.
* Select an attachment (optional).
Step 2: Click Save.
11.1.2. Guide to Editing a Message Template
Step 1: Click the Edit button on the message template you want to edit.
Step 2: Edit the content or other components.
Step 3: Click save
11.1.3. Guide to Deleting a Message Template
Step 1: Click the delete button on the message template you want to delete.
Step 2: Click the Delete button on the confirmation popup.
# 11.2. Using message template
**Step 1:** In the chat bar, click on the icon , and the message templates will appear.
Step 2: Click on the message template line you want to use to select it.
Step 3: The selected message will appear in the chat box; press Enter to send.
Sent message template:
You can quickly filter the list of message templates by content or by category.
# 12. Setting Up Session Timeout
This feature allows the system to automatically check and close the session after the set time, starting from the last message sent by the employee.
Step 1: On the left menu bar, click Settings.
Step 2: Click the Omni-channel Conversations button.
Step 3: Open the Other Settings section.
Step 4: Enter the desired time, the session end message, and enable the feature.
For example: With a 30-minute setting, if a session is being supported with the last message sent by the employee, and no further messages are received within 30 minutes, the session will automatically close and send a farewell message to end the session.
Step 5: Scroll down to the bottom of the settings page and click Save.
# 13. Configuring the Timeout
Guide to Configuring the Timeout for Changing the Assignee When There Is No Response to the Session:
After the set timeout period, if the assigned agent does not respond, the session will automatically be reassigned to another agent according to the assignment rules.
Step 1: Go to setting
Step 2: Select omni
Step 3: Select Other Settings.
Step 4: Enter the desired maximum session timeout (in minutes).
Step 5: Enable the feature.
# 14. Setting Up Auto-Reply and Sending Messages
# 15. Setting Up Response Time and Pre-Expiration Warnings
This feature allows you to:
* Set a response deadline for Omni sessions (1). For example, if you set it to 30 minutes, the session will be considered overdue if the employee does not respond within 30 minutes.
* Set a pre-expiration warning (2). For example, if you set it to 5 minutes, the assigned employee will receive a warning notification 5 minutes before the response deadline expires.
1/ To set this up, follow these steps:
Step 1: Go to Settings -> Omni -> Other Settings
Step 2: Go to Session Configuration -> Response Deadline Configuration
Step 3: Enter the time for the Session Response Deadline and Pre-Expiration Warning
Step 4: Select Activate
Step 5: Click Save
2/ Display Interface on the System
When the session exceeds the time limit set in (1), an expired interface will be displayed."
When the session reaches the time limit set in (2), an interface indicating it is about to expire will be displayed: the session time will be highlighted in red.
3/ Notes:
* The session will only start counting the expiration time after it has been assigned to an employee.
* Within the time frame before expiration, when the employee responds to the session, the expiration notification will be removed.
* There is a filter for 'Expired' messages for sessions that are not yet completed.
# 16. Customer operations
View the guide for customer operations such as editing customer information, adding tickets, and related tasks [here](https://docs.google.com/document/d/15uPmi4DaFvESSU9Vn9E1IJWrPB3fENf7BAuQ3UqsfJM/edit?usp=sharing)
# 17. Marking unread
Step 1: In the voicemail box, hover over the chat, and the icon  will appear.
Step 2: Click the icon to mark the chat as unread.
# 18. Setting up Omnichannel chat Categories
This feature allows user to set up Omnichannel chat Categories
Step 1: On the left menu bar, click Settings.
Step 2: Click the Omni-channel Conversations button.
Step 3: Open the Omnichannel chat Categories.
Step 4: Select Add Category
Step 5: Update category name
Step 6: Delete category name
# 19. Configuring layout
This feature allows user to set up configuring layout
Step 1: On the left menu bar, click Settings.
Step 2: Click the Omni-channel Conversations button.
Step 3: Open the other settings session.
Step 4: Select Config layout
Step 5: At config layout interface, can enable or disable the feature.
Step 6: Select interface
There are 3 interfaces to choose:
* Default
* Unify
* Performance
# Zalo OA user guide
# 1. Zalo OA integration
Step 1: Select settings -> Set Omnichannel chat -> Zalo OA Integrations
There are two ways to select a Zalo bot for integration:
Method 1: Use the user's own Zalo bot. See [the guide to creating a Zalo bot here.](https://huongdan.antbuddy.com/kb/antcrm-huong-dan-tao-ung-dung-zalo-bot)
Enter the Application ID and Secret Key of the app, then select Update Zalo Application.
Next, the user selects the integration button
After successfully logging into Zalo, the user will be redirected to a popup to select the OA and grant management permissions for the OA, then choose Allow.\
Method 2: The user uses AntBuddy's Zalo Bot
The user selects the integration button and proceeds to select the OA and grant management permissions as in Method 1.
# 2. Setting page
Step 1: Go to Settings -> Omni conversations -> Zalo OA integrations
Step 2: Click on Settings at the page (registered) you want to set up
Bước 3: Trang sẽ chuyển hướng đến trang thiết lập cho Fanpage
(Step 3: The page will redirect to the setup page for the Fan page.)
Setup for Fan Page includes the following items:
| Section | Description |
| --------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Supporter | List of employees responsible for interacting with customers such as comments, support messages, etc.. |
|
Auto assign
| When the auto-distribution feature is enabled, comments/messages from customers sent to the Page will be distributed to support staff automatically according to the Assignment Rule (configured below). |
|
Assignment mode
|
There are
Round robin: Distribute requests respectively in order to employees in the group and rotate.
Random: Distribute tickets randomly to employees in the group.
|
|
Apply for
| Choose the type of data that will apply this automatic assignment setting. There are 3 types of data: Tickets, Contacts, Accounts. This means that when a customer sends an email to the system, the system will automatically create a ticket and assign it automatically according to the settings, and add that customer information to the system and assign it to the staff in charge. |
| Tag | Tags are assigned to new customers for the purpose of distinguishing and grouping customers with similar characteristics for ease of future operations. |
| Lead source | The source of creating customers, this also serves the purpose of distinguishing and grouping customers with similar characteristics. |
# 2.1 Add user support
Step 1. Go to Fan Page setting page - **User support** section (according to the instructions above)
Step 2. Choose or search user to add user support list
If you want to delete user from the support list, click on **X**
Step 2. Tick or uncheck to customize receiving Zalo chat for each support employee
# 2.2 Auto assign feature and Assignment Mode
Step 1. Go to Fan Page setting page - **Config assignment** section
Step 2. Turn on Auto assign feature
Step 3: Tick the desired assignment option : **Round robin** or **Random**
**Round robin**: Fanpage messages and comments will be automatically distributed sequentially to employees in the support user list.
**Random**: Fanpage messages and comments will be automatically distributed randomly to employees in the support user list.
Step 4. Options apply to employees
* **Only users online** : Only applies to employees who are online
* **All users**: Apply assignments to all employees even if they are offline
Step 5: Click save
# 2.3 Configure tagging for new customers
Step 1. Go to Fan Page setting page - Tags section
Step 2. Choose tag , the chosen tag will be automatically attached to new customers from this Fanpage
# 2.4 Configure lead source
Step 1. Go to Fan Page setting page - Lead sources section
Step 2. Choose source, the new customers from this page will have the source as the chosen source
Step 3: Click save
# 3. Message Management
When a customer sends a message to the page, the message will be directed to Omni - Zalo. The number of unread messages will be displayed on the menu.
To manage messages and support customers as quickly as possible, employees need to follow these steps:
Step 1: Open the Omni page.
Step 2: Click on the Zalo OA tab.
Step 3: Click the Inbox tab, and you will see the message received from the Zalo OA customer.
Here, you can see the assigned support person by hovering over the small avatar on the message (see image).
Step 4: Click on the message to start chatting and provide support.
# 3.1 Sending message
Step 1: Enter the message content into the chat box.
Step 2: Press Enter to send the message.
Or select from the Message Template List - choose a template and press Enter to send.
# 3.2 Viewing Conversation History
Step 1: Open a chat session: send a message
Step 2: Click on the Conversation History  icon.
Assignment History:
* Includes Assignment Type: automatic/manual.
* Assigned Employee, Employee Assigned.
* Assignment Time.
Label Update History: Employee name who updated, update time, Label name…
# 4. Changing the Session Owner
Step 1. View any message
Step 2: Below the customer's name, there is a line that says 'In charge: Nguyen Thi Ny Na.
Step 3: Click the edit button next to it to change the assigned person.
Select the Group and Responsible Person, then click Assign.
(You can add a note with additional information to help the new responsible person understand the details of the assigned session.)
The person assigned to the session will receive a popup notification of the assignment, as shown in the image:
Click 'View Conversation Now' to open the assigned session, or click 'Later' to stay in the current session.
# 5. Adding support user
This feature is used when the current user needs assistance from another employee to support a customer. Simply invite the employee into the session, and they will be able to assist the primary responsible employee of the session.
Step 1: Open 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 multiple support staff.
Click **X** to remove the support staff from the list.
Step 4: Click Save
On the screen, the added support staff will receive a popup notification.
Click 'Support Now' to open the session that needs support, or click 'Later' to stay in the current session.
For support sessions, employees can identify them by the word 'Support' displayed in the session.
# 6. Tags
This feature allows you to tag one or multiple labels to a chat session in order to categorize the sessions by labels. There are 2 ways to tag labels for a session:
Method 1: Click on label icon
Step 1: Open any message.
Step 2: Click on icon tags
Step 3: Select labels from the available list.
Method 2: Select a label from the list of labels on the chat box
Once the label is successfully updated, it will appear in the session list, just below the session name.
# 7. Sending images
*Step 1: In the chat bar, click the icon.*
Step 2: Choose the picture to send
Step 3: Click open
The image will be sent.
This is the image received from the customer.
To view the full image, click on the image.
# 8. Marking done
This feature is used to close and move sessions that have been supported into the 'Done' filter.
This allows for tracking the number of sessions supported, support time, and other statistics.
Step 1: Open the session of a message.
Step 2: Assist the customer: Reply to messages, attach files, add labels, etc.
Step 3: Click on the Mark as Done  icon.
You can find the closed messages in the DONE filter. It will show complete information about the employee who closed it and the closure time.
You can proactively move to the inbox to reopen this chat session and continue chatting with the customer.
If the customer sends a message again, the session will be reopened and moved to the Main filter.
# 9. Adding Message Template
# 9.1 Add/Edit/Delete
Step 1: On the left menu bar, click on Settings.
Step 2: Click on Multi-channel Conversation Settings.
Step 3: Open the Omni Message Templates section.
On the Conversation Message Templates page, you can add, edit, or delete messages. Below is a detailed guide.
# 9.1.1 Adding a Message Template
Step 1: Enter information for the new message template.
* Title: Optional.
* Content: The message that will be displayed when sent to the customer.
* Label: Select or search for a label to add to the message template (optional).
* Page: Select the page to apply the message template to: By default, it will apply to All Pages.
* Select an attachment (optional).
Step 2: Click save
# 9.1.2 Editing message template
Step 1: Click the Edit button on the message template you want to edit.
Step 2: Edit the content or other components.
Step 3: Click save
# 9.1.3 Deleting message template
Step 1: Click the delete button on the message template you want to delete.
Step 2: Click the Delete button on the confirmation popup.
# 9.2 Using message template
Step 1: In the chat bar, click on the icon , and the message templates will appear.
Step 2: Click on the message template line you want to use to select it.
Step 3: The selected message will appear in the chat box; press Enter to send.
Sent message template:
You can quickly filter the list of message templates by content or by category.
# 10. Setting Up Session Timeout
This feature allows the system to automatically check and close the session after the set time, starting from the last message sent by the employee.
Step 1: On the left menu bar, click Settings.
Step 2: Click the Omni-channel Conversations button.
Step 3: Open the Other Settings section.
Step 4: Enter the desired time, the session end message, and enable the feature.
For example: With a 30-minute setting, if a session is being supported with the last message sent by the employee, and no further messages are received within 30 minutes, the session will automatically close and send a farewell message to end the session.
Step 5: Scroll down to the bottom of the settings page and click Save.
# 11. Configuring the Timeout
After the set timeout period, if the assigned agent does not respond, the session will automatically be reassigned to another agent according to the assignment rules.
Step 1: Go to setting
Step 2: Select omni
Step 3: Select Other Settings.
Step 4: Enter the desired maximum session timeout (in minutes).
Step 5: Enable the feature.
# 12. Setting Up Response Time and Pre-Expiration Warnings
This feature allows you to:
* Set a response deadline for Omni sessions (1). For example, if you set it to 30 minutes, the session will be considered overdue if the employee does not respond within 30 minutes.
* Set a pre-expiration warning (2). For example, if you set it to 5 minutes, the assigned employee will receive a warning notification 5 minutes before the response deadline expires.
**1/** To set this up, follow these steps:
Step 1: Go to Settings -> Omni -> Other Settings
Step 2: Go to Session Configuration -> Response Deadline Configuration
Step 3: Enter the time for the Session Response Deadline and Pre-Expiration Warning
Step 4: Select Activate
Step 5: Click Save
**2/** Display Interface on the System
When the session exceeds the time limit set in (1), an expired interface will be displayed.
When the session reaches the time limit set in (2), an interface indicating it is about to expire will be displayed: the session time will be highlighted in red.
**3/**Notes:
* The session will only start counting the expiration time after it has been assigned to an employee.
* Within the time frame before expiration, when the employee responds to the session, the expiration notification will be removed.
* There is a filter for 'Expired' messages for sessions that are not yet completed.
# 13. Marking unread
Step 1: In the voicemail box, hover over the chat, and the icon  will appear.
Step 2: Click the icon to mark the chat as unread.
# 14. Setting up Omnichannel chat Categories
This feature allows user to set up Omnichannel chat Categories
Step 1: On the left menu bar, click Settings.
Step 2: Click the Omni-channel Conversations button.
Step 3: Open the Omnichannel chat Categories.
Step 4: Select Add Category
Step 5: Update category name
Step 6: *Delete category name*
# 15. Configuring layout
This feature allows user to set up configuring layout
Step 1: On the left menu bar, click Settings.
Step 2: Click the Omni-channel Conversations button.
Step 3: Open the other settings session.
Step 4: Select Config layout
Step 5: At config layout interface, can enable or disable the feature.
Step 6: Select interface
There are 3 interfaces to choose:
* Default
* Unify
* Performance
# Instagram use guide
# 1. Instagram integration
Guide to connecting Instagram Business with Facebook Fan page, integrating into omnichannel.
Connecting the Instagram Business account with the Fan page helps businesses synchronize messages from Instagram to the Omni Channel platform for easier management and sales.
## 1.1. *Set up instagram business account*
*In the Settings section, find the Account section and click on Switch to Business Account.*
*Select the category that best describes your business, then choose Business.*
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## 1.2. Connect to Instagram Business with Fanpage Facebook
Step 1: Go to the Facebook Fanpage you want to connect with the Instagram Business account.
Step 2: Go to Page Settings.
Step 3: Select Instagram.
Step 4: Click on Connect Account.
Step 5: Log in to your Instagram Business account.
## 1.3. Instagram Business into CRM integration
Step 1: Go to settings -> Omni Conversations -> Instagram integration -> Integrate
Step 2: Log in Facebook to Fanpage management
Step 3: Select Edit Settings -> choose the Instagram account to integrate.
Step 4: Select Fanpage is connected to Instagram Business
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# 2. Using Instagram Omni conversations
# 2.1 Guide to setting up Instagram on AntCRM
Step 1: Go to Setting - Omni Conversation - Instagram Integrations.
Step 2: Click "Settings" button at page (signed in
⇒ The page will be redirected to the setup page for the fanpage.
The setup for the page includes the following items:
| *Sessions* | *Description* |
| ------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Group | The list of teams will responsible for customer support |
| User Support | The list of employees responsible for interacting with customers, such as handling Instagram chats and comments |
| By default, customer sessions with existing assigned staff will remain under their responsibility | When this feature is enabled, sessions will be automatically assigned to the previous staff member responsible for that session, without checking other assignment conditions. If the previous staff member is not on the list of assignable employees, the session will become unassigned |
| Auto-assignment | When the auto-assignment feature is enabled, comments/messages from customers sent to the Page will be automatically assigned to support staff based on the rules selected in the Assignment Mode (configured below) |
| Prioritize assigning to the staff responsible for the related customer | When this feature is enabled, the system will automatically assign sessions to the staff responsible for the customer who sent the message (responsible for the lead/contact). If the responsible staff does not meet the session distribution conditions, the system will assign the session according to the assignment rules |
|
Assignment mode
|
There are 2 assignment modes:
Sequential: Distribute request tickets in order to team members and rotate them.
Random: Distribute request tickets randomly to team members.
|
| Apply for |
Only online staff: Only assign new sessions to CRM staff who are online.
All staff: Assign new sessions to all staff according to the assignment mode.
|
| Assign by optional rule | Allows creating assignment rules based on keywords in the content of customer messages/comments |
| Transfer customer responsibility when assigning | When this feature is enabled, the customer’s responsible staff will be transferred to the staff assigned to the chat session |
| Permission to view and interact with sessions | Allows users to view/interact with each other's session content |
| Tag: Configure to assign a tag to a customer when a new customer is created | The tag is assigned to new customers for the purpose of distinguishing and grouping customers with similar characteristics for easier future operations |
| Configure the lead source for a customer when a new lead is created | The source that generates the customer, which is also aimed at distinguishing and grouping customers with similar characteristics |
| Reply to a comment with a comment | Allows configuring to reply to comments with either a comment or a message |
# 2.1.1 Adding support
Step 1: Go to the settings page - Support section (as instructed above)
Step 2. Select or search for the Support Group to add to the support list
Step 3: Select or search for a support user to add to the support user list
If you want to remove a user from the support list, click the X button
Tick or untick to customize receiving Instagram chats and comments for each support staff member
# 2.1.2 Assignment configuration
Step 1. Go to the Instagram Settings page - Assignment Configuration section (as instructed above)
Step 2. Enable the Auto-Distribution feature
Step 3: Select the desired assignment mode: Sequential or Random
Sequential: Messages and comments from the Fanpage will be automatically distributed sequentially to staff members in the support user list
Random: Messages and comments from the Fanpage will be automatically distributed randomly to staff members in the support user list
Step 4. Choose application options for staff
Online staff only: Apply assignment only to staff members who are online
All staff: Apply assignment to all staff members, even if they are offline
Step 5: Click Save
# 2.1.3 Interactive Configuration
Step 1: Go to the Setting Fanpage Page - Interaction section (as instructed above)
Step 2: Setting View and Interaction Permissions for Sessions:
Tick or untick to customize the permissions to view/interact for support staff
Step 3: Select a tag. The selected tag will be automatically assigned to new customers from this Fanpage
Step 4: Select a source. New customers from this page will have the selected sources
Step 5: Click save
# 3. Manage chat with customers
When a customer sends a message to the page, the message will be directed to Omni - Instagram
The number of unread messages/comments will be displayed on the menu. To manage messages and support customers most efficiently, staff should follow these steps:
Step 1: Open the Omni conversations
Step 2: Click on tab Instagram
Step 3: Click Advanced filter -> Filter for instagram page
Step 4: Click tab inbox, you will see message from customer on instagram
Here, you can see the person assigned to support by hovering over the small avatar on the message (see image)
The permissions to view sessions are configured in the Interaction section
Step 4: Click on the message to start a support chat.
# 3.1 Send message to customer
Step 1: Enter the message content into the chatbox
Step 2: Press Enter to send the message
Alternatively, select from the Message Template List, choose a template message, and press Enter to send
# 3.2 View session history
Step 1: Open a session chat: Message/comment
Step 2: Click on icon  session history
Session history:
* Includes Assignment Type: automatic/manual
* Assigning staff, Assigned staff
* Assignment time
Label update history: Name of staff updating, update time, Label name...
# 4. Comment Manager
When a customer comments on a post on the page, the comment will be displayed in the message/comment list
To manage comments and support customers most efficiently, staff should follow these steps:
Step 1: click the omni conversations
Step 2: Click on Conversations
Step 3: Click on filter by Comment, and you will see the comments recently received from customers
Step 4: Click on any comment, and there are two ways to send a message to the customer
* Select send
* Select send and mark as done
Here, you can see the person assigned to support by hovering over the small avatar on the comment (see image)
For the Owner and admin in the support team, all comments can be viewed
For staff in the support team, they can only see unassigned comments and comments assigned to them
Alternatively, staff can also view comments assigned to other staff members if granted Interaction permissions in section 2.1.3
# 4.1 Hide comment
It is possible to hide comments from staff or hide comments from customers. To hide a customer comment, click on the icon
For comments sent by staff, there is an options button '...' at the beginning of each staff comment. Click on it ⇒ Click Hide Comment
# 4.2 Delete comment
Step 1: At the beginning of each comment, there is an options button '...'. Click on it
Step 2: Click delete comment
Step 3: Click agree on popup to confirm delete
# 5. Change the person assign to session
Step 1: Open any message/comment
Step 2: Below the customer's name, it has "Assign to: Nguyen Thi Ny Na"
Step 3: Click the edit button next to it to change the assigned person
Select the Group and the Person in Charge, then click 'Assign'
You can also add notes to provide the newly assigned staff member with additional information about the session
# 6. Adding user support
This feature is used when the current user needs assistance from another staff member to support a customer. Simply invite the staff member into the session, and they can assist the primary staff member responsible for the session
Step 1: Open any message/comment
Step 2: Click on the 'Add Support' icon
Step 3: Select or search name to add support
You can add one or multiple support staff. Click X to remove a support staff member from the list
Step 4: Click save
# 7. Tags for session
This feature allows you to assign one or multiple tags to a chat session to categorize sessions by tags
Step 1: Open any message/comment
Step 2: Click on icon Tags
Step 3: Select the Tags from the available list
Tags, once successfully updated, will appear in the session list, right below the session name
# 8. Send image
Step 1: In the chat bar, click the icon.
Step 2: Choose the picture to send
Step 3: Click open
The image will be sent.
This is the image received from the customer.
To view the full image, click on the image.
# 9. Mark as done
This feature is used to close and move supported sessions into the 'Completed' filter
Through this, we can track the number of sessions supported, support time, etc
Step 1: Open a session of a message/comment
Step 2: Support the customer: Reply to messages, comments, attach files, assign tags, etc
Step 3: Click on  the Mark as done
You can find the closed messages in the DONE filter. It will show complete information about the employee who closed it and the closure time.
You can proactively move to the inbox to reopen this chat session and continue chatting with the customer.
If the customer sends a message again, the session will be reopened and moved to the Main filter.
# 10. Adding message template
Step 1: On the left menu bar, click on Settings.
Step 2: Click on Multi-channel Conversation Settings.
Step 3:Open the Omni Message Templates section.
On the Conversation Message Templates page, you can add, edit, or delete messages. Below is a detailed guide.
11.1.1. Guide to Adding a Message Template
Step 1: Enter information for the new message template.
* Title: Optional.
* Content: The message that will be displayed when sent to the customer.
* Label: Select or search for a label to add to the message template (optional).
* Page: Select the page to apply the message template to: By default, it will apply to All Pages.
* Select an attachment (optional).
Step 2: Click Save.
# 10.1 Add/Edit/Delete template
Step 1: On the left menu bar, click on Settings.
Step 2: Click on Multi-channel Conversation Settings.
Step 3:Open the Omni Message Templates section.
On the Conversation Message Templates page, you can add, edit, or delete messages. Below is a detailed guide.
11.1.1. Guide to Adding a Message Template
Step 1: Enter information for the new message template.
* Title: Optional.
* Content: The message that will be displayed when sent to the customer.
* Label: Select or search for a label to add to the message template (optional).
* Page: Select the page to apply the message template to: By default, it will apply to All Pages.
* Select an attachment (optional).
Step 2: Click Save.
11.1.2. Guide to Editing a Message Template
Step 1: Click the Edit button on the message template you want to edit.
Step 2: Edit the content or other components.
Step 3: Click save
11.1.3. Guide to Deleting a Message Template
Step 1: Click the delete button on the message template you want to delete.
Step 2: Click the Delete button on the confirmation popup.
# 10.2 Using messenger template
***S*****tep 1:** In the chat bar, click on the icon , and the message templates will appear.
Step 2: Click on the message template line you want to use to select it.
Step 3: The selected message will appear in the chat box; press Enter to send.
Sent message template:
You can quickly filter the list of message templates by content or by category.
# 11. Setting up session timeout)
This feature allows the system to automatically check and close sessions after a set time from the staff's last message
Step 1: Click settings
Step 2: Click Omni Conversations
Step 3: Open the other settings
Step 4: Enter the desired time, the session end message, and enable the feature.
For example: With a 30-minute setting, if a session is being supported with the last message sent by the employee, and no further messages are received within 30 minutes, the session will automatically close and send a farewell message to end the session.
Step 5: Scroll down to the bottom of the settings page and click Save.
# 12. Setting Up Response Time and Pre-Expiration Warnings
This feature allows:
* Thiết lập thời hạn phản hồi cho session Omni (1). Ví dụ thiết lập 30 phút, thì sau 30 phút nhân viên Setting a response time limit for Omni sessions (1). For example, if you set 30 minutes, after 30 minutes without a staff response, the session is considered overdue
* Setting a warning before the response time expires (2). For example, if you set 5 minutes, 5 minutes before the response time in (1) expires, the assigned staff will receive a notification warning that the session is about to expire
1/ To configure this feature, users should follow these steps:
Step 1: Go to Settings -> Omni -> Other Settings
Step 2: Go to Session Configuration -> Response Time Configuration
Step 3: Enter the time for the session's Response Time Limit and the Warning before expiration
Step 4: Click enable
Step 5: Click save
2/ Display interface on the system
When a session exceeds the time limit set in (1), an overdue interface will be displayed
When a session approaches the time limit set in (2), an almost overdue interface will be displayed: the session's time will be highlighted in red
3/ Notes:
* The session only starts counting overdue time after it is assigned to a staff member
* Within the non-overdue period, if the staff responds to the session, the overdue notification will be removed
* There is an Overdue filter for unfinished sessions
# Whatsapp use guide
# 1.1 Integrate Whatsapp API on CRM
To integrate WhatsApp Business into Ant CRM, Users must connect Facebook page to WhatsApp. [Instructions here](https://www.facebook.com/business/help/1583303048513172?id=2129163877102343)
Step 1: Go to Settings -> Omni Chat -> WhatsApp Integrations
Step 2: Click 
*St*ep 3: At the verification popup, choose  if your facebook account is an administrator of a fanpage connected to WhatsApp. If not, you log in to the administrator account by clicking on the link [Login to other account](https://www.facebook.com/login.php?skip_api_login=1\&api_key=146974667440353\&kid_directed_site=0\&app_id=146974667440353\&signed_next=1\&next=https%3A%2F%2Fwww.facebook.com%2Fv2.7%2Fdialog%2Foauth%2F%3Fconfig_id%3D1340852966780224%26extras%3D%257B%2522feature%2522%253A%2522whatsapp_embedded_signup%2522%257D%26client_id%3D146974667440353%26response_type%3Dtoken%26redirect_uri%3Dhttps%253A%252F%252Fbeeiq.co%252F%252Foauth2%252Fredirect.html%26state%3D%257B%2522client_id%2522%253A%2522146974667440353%2522%252C%2522network%2522%253A%2522whatsapp%2522%252C%2522display%2522%253A%2522popup%2522%252C%2522callback%2522%253A%2522_hellojs_b1pyvwdk%2522%252C%2522state%2522%253A%2522nghiatestsaas%2522%252C%2522redirect_uri%2522%253A%2522https%253A%252F%252Fbeeiq.co%252F%252Foauth2%252Fredirect.html%2522%252C%2522scope%2522%253A%2522business_management%252Cwhatsapp_business_management%252Cwhatsapp_business_messaging%2522%257D%26scope%3Dbusiness_management%252Cwhatsapp_business_management%252Cwhatsapp_business_messaging%26display%3Dpopup%26cbt%3D1692258245540%26logger_id%3Dbc2ef480-d991-4e3a-867d-c29843d4e2cc%26ret%3Dlogin%26fbapp_pres%3D0%26tp%3Dunspecified\&cancel_url=https%3A%2F%2Fbeeiq.co%2Foauth2%2Fredirect.html%3Ferror%3Daccess_denied%26error_code%3D200%26error_description%3DPermissions%2Berror%26error_reason%3Duser_denied%26state%3D%257B%2522client_id%2522%253A%2522146974667440353%2522%252C%2522network%2522%253A%2522whatsapp%2522%252C%2522display%2522%253A%2522popup%2522%252C%2522callback%2522%253A%2522_hellojs_b1pyvwdk%2522%252C%2522state%2522%253A%2522nghiatestsaas%2522%252C%2522redirect_uri%2522%253A%2522https%253A%252F%252Fbeeiq.co%252F%252Foauth2%252Fredirect.html%2522%252C%2522scope%2522%253A%2522business_management%252Cwhatsapp_business_management%252Cwhatsapp_business_messaging%2522%257D%23_%3D_\&display=popup\&locale=en_GB\&pl_dbl=0)
Step 4: Choose the business that you want to allow AntCRM to access, then choose 
Step 5: Choose the whatsapp account that you want to integrate into the system, then click 
Step 6: Select save
Step 7: Select got it
Step 8: Choose a desired page and click 
Step 9: After Users register, the system will show popup to choose the method to verify
The system will automatically send a 6-digit OTP code to the WhatsApp-registered phone number:
* If the user has not been verified, they will enter the OTP code
* If the user has been verified, they will be redirected the next screen -> Continue
At this point, the system requires the user to enter their WhatsApp PIN. How to change the PIN?. The user enter the PIN and clicks confirm to complete the integration
# 1.2 Integrate Whatsapp Business App on CRM
To integrate WhatsApp Business App into AntCRM,
Step 1: Go to Settings -> Omni Chat -> WhatsApp Integrations
Step 2: Click on the **Intergrate** icon
Step 3: Click on Add page
Step 4: After clicking **Add Page**, a pop-up appears to select a Facebook account to log in
Step 4: **After the pop-up appears:**
* Review the information about connecting your account to AntBuddy
* Click **Continue** to proceed.
Step 5: Select a **Business Portfolio**. If you don’t have one, click **Create a Business Portfolio** to create a new one.
Then select a WhatsApp Business account and select **Connect a WhatsApp Business App**
Step 6: If you already have a Business Portfolio, follow the next steps. If not, skip to Step 7
Select your country code and enter your **WhatsApp Business phone number**, then click **Next** to continue.
Check the information then click on the **Continue** button
Then open the Business App on your phone, Click the Camera Icon icon to scan and verify
After Scan, click on next and wait for connect your account Then click on finish button
The interface after successful integration
Click on Settings to enable your page and configure.
Step 7: Enter your business information, including **Name, Email, Country, and Website** for create a new one then click **Next** to continue. Go back to Step 6 to continue the integration
# 2. Configuring 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* | *Na*me th*e Page* |
| *Groups* | Danh sách các Nhóm chịu trách nhiệm hỗ trợ*List 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. |
# 2.1 Adding user 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
# 2.2 Setting close session
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
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