Introduction

Journey Social is the wolkvox CRM functionality that allows you to visualize, in a single consolidated, chronological, and structured timeline, the complete history of customer interactions that have been generated and managed across the channels integrated into wolkvox Manager.

This includes conversations and interactions from:

• Chat channels (e.g., WhatsApp, Instagram Direct, Facebook Messenger, Web chat, Messages/SMS).
• Email (when the channel is implemented and integrated).
• Calls/Voice (integrated voice channel interactions).

The goal is for the CRM user to understand the customer's historical context without switching platforms, enhancing efficiency and quality of service while maintaining a consistent experience with other CRM views (e.g., Calls).

Configuration

1. In wolkvox CRM, go to "Settings" (gear icon in the top right corner).
2. Open the "Integrations" tab.
3. Go to the "Wolkvox" tab.
4. Enter "Call Integration".

Scroll down to the "Customer History Activation" section

1. In the "Wolkvox Token" field, paste the authentication token generated in wolkvox Manager.
2. Click "Add".

Reload the page

1. Verify that the "Activation Date" field appears.
2. Toggle the "Service Status" to Active.
3. Click "Edit" to apply/save the changes.

Recommendation: If you don't see the "Activation Date" after reloading, verify that the token is correct and has been pasted completely (without spaces at the beginning or end).

Configure display by module (enable Journey Social in Social)

1. Go to "Settings" (gear icon) in the top right menu.
2. Go to the "Customize" tab.
3. Enter "Modules and Fields".
4. Select the module where you want to enable Journey Social (e.g., Cases, Contacts, or Accounts).
5. Go to the "Customer History" section.
6. Select the Case Type (configuration may vary by type, so adjust one by one).
7. Toggle "Disable/Enable".
8. Click "Confirm" to save.

Relate fields by channel (mapping for CRM to find conversations)

Within the same "Customer History Activation" section, you will see tabs by channel:

• Email
• Facebook
• Instagram
• WhatsApp
• Web
• Calls
• Messages

In each tab, you must relate the fields so that wolkvox CRM can "find" and retrieve the history from wolkvox Manager.

Typical fields to relate (as shown in the configuration):

• PHONE Field(s) to relate: Select the module field that contains the customer's phone number.
• CUSTOMER ID Field(s) to relate: Select the module field that contains the customer's ID (e.g., Contact ID or another internal identifier used for linking).

Example (WhatsApp tab):

• Go to "WhatsApp".
• In PHONE to relate, choose the field where you store the phone number (format used by your operation).
• In CUSTOMER ID to relate, choose the field that contains the customer's identifier in the CRM.
• Click "Confirm".
• Important: If the module does not yet have a valid phone field or customer ID field, you must first create/ensure them and then perform the mapping.

Consult Journey Social from a record (Cases/Contacts/Accounts)

Open a record (e.g., a Case or Contact) where you have already enabled the functionality.

1. Go to the "Customer History" tab.
2. There you will see the available channels (e.g., Email, Facebook, Instagram, WhatsApp, Web, Calls, SMS, and Customer History).
3. Enter a channel (e.g., WhatsApp) to view the customer's conversations: you can identify messages and associated history (including interactions with chatbots created in wolkvox Studio, as applicable to your operation).

Use "Customer History Log" to view the complete detail per interaction

1. Within "Customer History".
2. Go to "Customer History Log".
3. Define a date range (maximum 2 months) and click "Query".
   • You can also use quick access options like "Today" or "Last 15 days".
4. In the left panel "Channel Journey", you will see the list of customer interactions (by channel and date).
   • Click "View Detail" on the interaction you are interested in.
5. In the right panel "Interaction Detail", you will see the general information of the selected conversation (customer data, date/time, duration, and other informative fields associated with the interaction according to the channel and configuration).