Introduction

wolkvox incorporates an improvement in the WhatsApp API Cloud customer service experience by enabling two native signals visible to the customer during a conversation with a human agent: confirmation of message reading through double blue checkmarks and the "typing..." status while the agent drafts a response from wolkvox Agent.

With this update, when the customer sends a message and the human agent starts typing in the response field, the system can send the typing indicator to WhatsApp so that the end user sees in their app that the account is preparing a response. Similarly, the ID of the received message can be used to mark it as read, showing the customer the read confirmation in their WhatsApp interface.

This functionality applies to both the mobile and web versions of the customer's WhatsApp, as long as the account integrated in wolkvox Manager has enabled the visibility of read messages and the typing status.

It is important to note that this new feature only applies to WhatsApp connectors of the Cloud API type and only in conversations handled by human agents. It does not apply to chats managed by bots.

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How It Works

• Verify that the WhatsApp API Cloud account is correctly integrated into wolkvox Manager.
• Ensure that this account has enabled the option for the recipient to view:
  • read messages.
  • and the "typing..." status.
• When a customer sends a message to that account, the human agent receives and handles it from wolkvox Agent.
• At the moment the agent enters the text field to draft the response, the customer will be able to see the "typing..." status in their WhatsApp interface.
• If the system marks the incoming message as read, the customer will also see the confirmation through blue checkmarks.

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Important Considerations

• It only works with WhatsApp connectors of the Cloud API type.
• It does not apply to bots or automated responses.
• The typing indicator appears when the human agent is typing in the response field.
• The display of reading and typing also depends on whether the account has these options enabled in the corresponding channel.