Complete WhatsApp History: Now the Agent Sees the First Message Sent from Campaigns

Starting from this version, when a WhatsApp conversation enters wolkvox Agent from a campaign (mass campaigns or private message sending), the agent can view the original message that the system sent to the customer from the beginning in the chat.

In the conversation, a History block is identified, where the first message sent by the campaign is visible before the customer responded or before the conversation was assigned to the agent.

Benefits

• Context from the first second: The agent understands exactly what was communicated to the customer from the campaign.
• More consistent service: Allows responding aligned with the content, objective, and tone of the initial message.
• Fewer confusions and rework: Prevents the agent from having to infer the origin of the conversation or ask the customer to repeat information.
• Operational traceability: Facilitates auditing and tracking of conversations initiated by campaigns.

Voice Note Transcription in Chats: Convert Audio to Text from wolkvox Agent

It is now possible to transcribe voice messages sent by customers on WhatsApp channels into text.

When the option is activated by the wolkvox administrator, in wolkvox Agent, advisors will see a "Transcribe" button directly on the received audio message. When selected, the system processes the voice note and displays the text transcription in the same conversation thread, along with an option to copy the transcribed content. This allows quickly reading what the customer said without relying solely on audio playback.

Benefits

• Faster service: The agent can understand the message without replaying the audio multiple times.
• Better clarity and fewer errors: The text makes it easier to validate data (names, addresses, numbers, requests) and respond with greater precision.
• Operational continuity: Useful in noisy environments, with low-quality audio, or when the agent cannot listen to the message at that moment.
• Facilitates control and tracking: The conversation includes textual evidence of the audio content, supporting review and support processes.

Message Tagging in Chats

Starting from this version, in wolkvox Agent, you can tag messages during a conversation to mark them with context (for example: priority, type of request, case conditions). You can also filter the conversation to quickly find messages that have certain tags.

Note: The operation administrator must have previously activated this service.

Benefits

• Identify key information within the chat without wasting time searching manually.
• Maintain the context of what the customer requested or what was agreed upon, with visible markers.
• Find specific messages using tag filters, even in long conversations.
• Work with common operational criteria defined by your operation (standardized tags).

Usage Process

Tag a Message

Locate the customer or chat message you want to mark and hover over the message, then click on the tag icon.

Select up to 3 tags maximum and click "Apply."

Then, if you need to remove a tag, click on the "X" of the tag applied to the message.

Search for Messages by Tags

1. Click on the tag filter button in the top right menu.
   • A side panel will open where you can:
     • Select the tags to search for.
     • Click on "Search message."
2. You will see the applied filters and:
   • The number of messages found.
   • Controls (arrows) to navigate between results.
3. The found message is highlighted with a red border.
   • To exit the filter, click on the "X" icon of the filter.