Introduction

wolkvox Agent allows agents to manually send WhatsApp messages to customers using previously configured templates in the operation. This functionality is useful for initiating conversations, sending notifications, or sharing relevant information with customers from the platform.

For message sending to be possible, it is necessary for the operation to have a previously configured WhatsApp connector and for there to be templates approved and created by the operation administrator from wolkvox Manager. Without these elements configured, it will not be possible to send WhatsApp messages from wolkvox Agent.

How to Send a WhatsApp Message to a Customer from wolkvox Agent

Open the WhatsApp Sending Tool and Select the Connector

1. Locate the WhatsApp icon in the top right menu of wolkvox Agent and click on it. A window called "WhatsApp" will open, from where the message sending process is carried out.
2. In the WhatsApp window, first go to the "Configuration" tab.
3. Complete the following fields:
   • WhatsApp Connector: Select the WhatsApp connector that will be used to send the message. This connector must have been previously integrated by the operation administrator. If there is no configured connector or no templates created by the operation administrator and approved by Meta in that connector, it will not be possible to send messages.
   • Country + Phone: Enter the customer's phone number using the country code followed by the number, without spaces or symbols.
     • Example: 573000000000
     • You should not use the + symbol or spaces.
   • Customer ID: Enter the customer's identification number. This value is used to register and associate the interaction within the operation's records.
4. Once you have completed the above fields, click "Continue."

Configure the Message Content

1. After continuing, the "Content" tab will open, where you must define the template and the values that will be sent to the customer.
   • Template Name: Select the WhatsApp template you want to send. Templates are created by the operation administrator from wolkvox Manager. If there are no configured templates, it will not be possible to send messages.
   • Header (Optional): This field allows you to define the type of template header, which can be 'Multimedia' or 'Text'. The availability of these options depends on how the template was created.
     • Multimedia Header: If you select Multimedia, the field 'File URL (https://..) -- <= 5 MB' will appear. Here you must enter the public URL where the multimedia file is hosted.
       • Important Considerations:
         • The file must be on a publicly accessible URL.
         • The maximum allowed size is 5 MB.
         • You must confirm with the operation administrator what type of file the template allows: Image, Video, or Document.
         • Each template can only support certain types of files.
     • Text Header: If you select Text, the 'Header Variable' field will appear. This is used when the template was created with variables in the header. Example of a template configured in Meta: 'Hello {{1}}'. If in wolkvox Agent you enter: 'Juan', the final message will be 'Hello Juan'. It is important that the variable has been previously defined in the template.
   • Template: This field shows the template structure. The numbers in braces indicate variables that must be replaced. Example: 'Hello {{1}}, welcome to our survey'.
   • One Line per Variable: In the 'One line per variable - emoticons: win + .' field, you must enter the values that will replace the template variables. Each line corresponds to a variable.
     • Template Example: 'Hello {{1}}, your appointment is on {{2}}'
     • Values: ¶ Juan ¶ March 15th
     • Message Result: 'Hello Juan, your appointment is on March 15th'.
     • Important Considerations:
       • All variables must have a value.
       • No variable can be left unfilled.
       • You must respect the order of the variables:
         • {{1}}
         • {{2}}
         • {{3}}
         • etc.
   • Activate Interaction via Chat: This checkbox defines whether the message will start a conversation or not. If activated, the chat will automatically open in the Chats section of the left sidebar menu so that the agent can continue the conversation with the customer. If deactivated, the message will be sent only once, without opening a subsequent conversation.
   • Button 1 and Button 2 (Optional):
     • The fields: 'Button 1 - Website URL' and 'Button 2 - Website URL' are used when the template has buttons with dynamic URLs.
     • You must verify with the operation administrator if the template supports:
       • buttons
       • dynamic URLs
       • static URLs
     • Example of a button with a dynamic URL in the template: 'https://mydomain.com/{{1}}'
     • In wolkvox Agent, you only need to enter the variable value: product123
     • Final Result: https://mydomain.com/product123
2. Send the Message: Once all fields are correctly filled out, click Send Message. The system will send the message to the customer using the selected template. If you activated the 'Activate Interaction via Chat' option, the conversation will automatically appear in the 'Chats' section of wolkvox Agent to continue the interaction with the customer.