Symptom / Need

You need to ensure that agents properly manage WhatsApp messages, ensuring that each interaction is correctly associated with an identified customer. This is crucial to maintaining traceability and avoiding errors in customer communication.

Context / Scenarios

Imagine your agents sending WhatsApp messages to customers without assigning a specific ID. This can lead to confusion, loss of information, and difficulty tracking interactions. It can also increase the risk of sending messages to the wrong recipients, impacting service quality and customer satisfaction.

Answer (Solution / Recommendation)

To solve this problem, wolkvox Manager offers the option to validate WhatsApp IDs before agents send messages. Here's how to configure this feature:

Steps to Set Up WhatsApp ID Validation

1. Access the wolkvox Manager Settings:
   1. Click the "Settings" button located in the top right menu (gear icon).
2. Navigate to the "Agentbox" Tab:
   1. Within the configuration window, select the "Agentbox" tab.
3. Locate the "Validate WhatsApp ID" field:
   1. This field has two options:
      1. "yes": Forces agents to enter a customer ID in the "Send WhatsApp" window (in wolkvox Agent) before they can send the message.
      2. "no": Allows agents to send WhatsApp messages without having to assign an ID to the customer.
4. Save Settings:
   1. Once you've selected the desired option, be sure to save your changes so the settings are applied correctly.

This image shows the process of sending a WhatsApp message from wolkvox Agent when the "Validate WhatsApp ID" option is set to "yes" in wolkvox Manager. In this configuration, the agent must enter a customer ID in the corresponding field before sending the message. If the ID is not entered, the system will display an alert (as seen at the bottom of the image) indicating that the customer ID is required.