WhatsApp

With this guide, you will learn how to configure the WhatsApp channel in your campaigns. It's super easy and requires very basic setup. Let's get started!

General

In this section, parameters related to the functioning of the channel are configured.

• Enable: Allows you to enable or disable the channel so that no interactions are received.
• Connector: Here, you must select a connector that will be used to receive and send messages. If you haven't created one yet, you can create it here by clicking the + icon.
• Phone Number: Here, you need to select the numbers to be used. All the numbers configured in the connector will appear.
• Strategy: Defines how interactions will be distributed among available users. See strategies
• Service Level: Allows you to set a desired maximum time in seconds for incoming interactions to be answered by a user. Then, on the campaign dashboard, you will be able to see the percentage of interactions that met this time. If the time is exceeded, it does not mean the interaction won’t be answered, just that it won't affect the Service Level compliance percentage.
• Max Interactions: Indicates the maximum number of interactions, in this case, WhatsApp interactions, that can be in the queue waiting to be answered by a user.
• Max Transfer Time: Sets the maximum time in seconds that a user to whom an interaction was transferred has to answer it. After this time, the interaction will return to the original user who transferred it. If set to 0, there will be no maximum transfer time for interactions.
• Bot on Start: You can select a bot to connect with the customer once the interaction enters the campaign.
• Bot on End: You can select a bot to connect with the customer once the user finishes the interaction.
• Max Time: This is the maximum time in seconds that an interaction can remain in the queue.
• Bot After Waiting Time: If enabled, it allows you to assign a bot that will perform an action after the configured maximum waiting time.
• Out of Hours: This is the message that will be sent to the customer if an interaction arrives when the campaign is out of hours.
• Incoming Blacklist: If enabled, if an interaction comes from a customer who is on the blacklist, the interaction will not enter the queue and will not be able to connect with an agent.
• Outgoing Blacklist: If enabled, if a user attempts to initiate an interaction with a customer who is on the blacklist, the interaction will not be able to be started.