Introduction

The wolkvox Agent application allows agents to send WhatsApp messages directly to customers using preconfigured templates from the official WhatsApp connector.
This feature facilitates proactive contact with users, sending notifications, and continuing conversations within the same agent interface.

Each message is sent using a template approved by Meta, which may include text, customizable variables, and attachments (such as images, videos, or documents), depending on the template type defined in wolkvox Manager.

How to Send a WhatsApp Message from wolkvox Agent

Follow the steps below to send a WhatsApp message from the wolkvox Agent application:

1. Access the message sending window: In the upper-right menu of wolkvox Agent, click the WhatsApp icon.
2. Fill in the message information. A pop-up window will appear with the following fields:
   • WhatsApp Connector: Select the connector configured for the operation. 
     • The connector defines the channel through which the message will be sent and the available templates.
   • Country + Phone Number: Enter the customer’s full number, including the country code (e.g., 57XXXXXXXXXX).
   • Customer ID: Enter the customer’s identification number or document.
   • Template Name: Select a template associated with the chosen connector.
     • Each template has a specific purpose and format. Some support images, videos, or documents; others only support text. If the customer does not receive the attachment, verify that the selected template supports that type of content.
   • Template: Displays the message structure with configured variables (e.g., Hello {{customer_name}}, your order is ready).
   • One line per variable – emojis: In this field, enter the values that will replace each template variable, placing one line per variable.
   • All variables defined in the template must be completed to send the message.
   • File URL (https://...) – ≤ 5 MB: If the template supports files, enter the public URL where the file you want to attach is hosted (image, video, or document). The file must be 5 MB or less.
   • Enable chat interaction: Check this box if you want the chat with the customer to open automatically in the Active Chats section of the left panel after sending the message. If unchecked, the message will be sent without opening a conversation (useful for informational or automated notifications). If you checked the “Enable chat interaction” box, the customer’s chat will appear in the Active Chats section of the left menu. From there, you can continue the conversation in real time.
   • Send the message: Click the Send Message button. A modal window will confirm the sending with the message: “Message sent successfully.”

If the “Enable chat interaction” checkbox was active when clicking the “Send Message” button, the WhatsApp conversation will be listed in the Chats section of wolkvox Agent.