TABLE OF CONTENTS
WhatsApp Channel
The first step is to set up the WhatsApp integration with PBXware. More information about the setup can be found by following this link: https://www.bicomsystems.com/phplive2/web/file_attach/whatsapp_userguide.pdf
After successfully integrating the WhatsApp channel, this document will serve as a guide on how to use its features effectively.
PBXware Side
Once the WhatsApp channel is created and saved successfully, the next step is to configure the Messaging Queue destination (or Chatbot) for the associated number. While the Queue (Chatbot) assignment can be modified later, it is important to initially select the Queue (Chatbot) where you intend to test the WhatsApp integration.
This document will provide an example of a Queue, and the first step is to ensure that the appropriate agents are added to the queue to handle incoming messages.
In this example, the Queue "Test Messaging Queue-WA" is used, with agents assigned to it. On the other hand, the WhatsApp number 17862329218 is configured for integration with PBXware.
Agent Panel Side
Once the agent associated with the Queue attempts to log in, a Messaging Queue will appear in the agent's login panel. After clicking the "Login" button, the agent should be able to receive messages from WhatsApp.
Testing the WhatsApp Integration
- Use the number associated with the WA channel to send a message. Open the WA app on your phone, enter the integrated number— in this case, 17862329218— and send a message to it. This number will serve as a contact for clients of a specific company, allowing them to easily reach an agent.
- When a message is sent to the number 17862329218, which is linked to "Test Messaging Queue-WA," it will be received by an agent assigned to that queue. The agent will see the message from WA, as shown in the screenshot above.
- The assignment of conversations depends on the Assignment Strategy configured for the "Test Messaging Queue-WA." An agent can manually assign a conversation to themselves, or if the queue is set to auto-assign, the system will automatically allocate the conversation to an available agent in the queue.
- After the agent assigns the conversation to themselves, they will be able to interact with the client who sent the message to the WA number.
- The agent will continue the interaction with the client. During this time, several elements in the Agent panel can be modified.
- In the Profile section, the agent can add the client who reached out as a contact number and complete the necessary fields that will appear after clicking the "Create New Contact" button on the panel.
- The agent can modify the Subject and enter a different text as needed.
- The agent has the option to Transfer the conversation to another agent within the same Messaging Queue or to transfer the conversation to a different Messaging Queue.
- There is an option to set the conversation as Public by toggling the button on.
- The conversation status can be changed from Open to Waiting, Solved, or Closed.
If the conversation is set to "Solved," a survey can be sent to the client, provided the survey created and selected under the Messaging Queue in the PBXware GUI.
Here is an example from both the client and agent sides:
