Introduction

Allows handling WhatsApp conversations from email without entering wolkvox Agent. The person writes on WhatsApp. The agent receives an email, replies in the same thread, and the customer sees the response on WhatsApp.

Configuration

The configuration is done in wolkvox Manager, in wolkvox Studio, on a chat routing (not voice or email).

Prerequisites

Step by Step in Studio

1. Open the chat routing handling WhatsApp. In the "Basic" component group, select WhatsApp to Email. 
2. Place it at the point in the flow where the conversation should pass to an agent via email (usually at the end of the bot when there are no more automatic menus). 
3. Open the component's configuration panel by double-left-clicking on it.
4. Complete the fields indicated below: 
   1. Skill: The agent queue that should receive these emails.
   2. Email: Mandatory fallback email. Example: support@yourcompany.com
   3. Important: The fallback email is mandatory. If the selected agent does not have an email or their email is incorrect, the message goes to the fallback inbox.
5. Save the component. Compile and publish the routing point as usual so the changes are saved in the flow. 

How Each Person Experiences It

The Customer (WhatsApp) 

1. Writes on WhatsApp as usual (text, photos, audios, or documents). 
2. Receives the agent's responses in the same WhatsApp chat. 
3. Does not need to know that the agent is replying from email. 
4. If they write multiple messages in a row, the system groups them, and the agent receives a single email with the history, not an email for each line. 
5. The conversation remains active for approximately 23 hours. After that time, or when the chat is closed, the thread is considered finished. 

The Agent (Email)

1. Receives an email with a subject similar to: Conversation #12345 - Ana Pérez - 573001112233 
2. In the body, they see the name, phone number, and messages in order (text, images, audios, and files). 
3. Replies to that same email (Responder / Reply) without changing the subject. 
4. The customer receives the response on WhatsApp.

Important for the Agent

• Always reply to the same thread. Do not forward or write to another address. 
• Do not delete or modify the subject: that is where the conversation number is. 
• The files you attach in the reply also arrive on WhatsApp. 
• Messages from that conversation will continue to arrive at the same email, even if other agents are in the same queue.

How the Agent is Chosen 

• The system takes an active agent from the configured skill. 
• It prefers the one who has not received a conversation of this type for the longest time, to distribute the load. 
• From the first message, the entire conversation remains fixed on the same email. 
• If the skill is left empty, all messages are sent to the fallback email.

Operational Recommendations 

For the Person Configuring the Flow 

• Use a dedicated skill (or one already used for WhatsApp) whose agents have updated emails. 
• The fallback email must be an inbox that someone checks (help desk, supervisor, or group). 
• Place the component when the conversation should already be human. If it goes before the bot menus, the bot will not continue asking. 
• Verify that the WhatsApp channel for that routing is correct.

For the Agents 

• Check email frequently (messages arrive grouped, not always to the second). 
• Reply only from the received thread. 
• Include in the reply the text and, if applicable, the files the customer needs. 
• Do not use «Forward» to a colleague: the system will not follow that conversation to the other email.

For Supervision 

• The first email of a conversation defines who handles it. 
• If an agent is on vacation, remove their email from their file or disable them in the skill and confirm that the backup is covered.

What Message Types are Supported

Frequently Asked Questions

Does the customer notice they are being answered from an email? 

No. They continue seeing a normal WhatsApp chat.

Does an email arrive for each customer message? 

If they write multiple in a row, they are grouped into a single email after a brief moment of inactivity (less than a minute).

Can I change agents mid-conversation?

In this version, not automatically. Subsequent messages from that conversation follow the same email.

What if the agent does not have an email? 

The component's fallback email is used.

How long does the thread last? 

Approximately 23 hours, or until the chat is closed.

Where do I configure this: in voice or chat? 

Only in chat routing.

Does the agent need AgentBox? 

Not for this interaction. Email is sufficient.

Limitations the Customer Should Know 

• It is an email-based service, not an omnichannel inbox within AgentBox. 
• The customer's name may not be as clear in image or document notifications (the file does arrive). 
• The conversation must not be interrupted by changing the subject or replying in a new email. 
• Agents must have their email correctly filled out in their Wolkvox user profile.