WhatsApp Tab
From the WhatsApp tab, you can manage all the WhatsApp communication with your customers. This allows you to have all customer communication in one place, making it easy to keep track of conversations and provide timely responses. You need to choose the channel in which the conversation is taking place. From the WhatsApp tab, you can perform the following:
- Assign To: When a customer initiates a conversation, it is necessary to assign a Zoho FSM user who will handle the conversation with the customer. After a conversation has been assigned to a Zoho FSM user, it can be reassigned to other users. The user who has been assigned the conversation can transfer (switch) it to another Zoho FSM user.
- Pick Up: Upon receiving a new conversation from a customer, a user can pick up the message and assign it to themselves so that they can handle the conversation with the customer.
- Switch To: A Zoho FSM user themselves can also reassign a conversation they are handling to some other Zoho FSM user.
- End/Reopen Chat: When you want to conclude a conversation, you can end the conversation. You can reopen the conversation, if need be. After you end a chat, any new message received from the customer will be considered as a new conversation.
The following table lists the permissions required for performing these actions:
Permission Required | Action |
WhatsApp - Assign/Pickup Messages | Assign to |
Switch To | |
Pick Up | |
WhatsApp - View | View All/Own conversations |
WhatsApp - Send Messages | Send Messages |
Assign To
To assign a message to a user:
- Click Assign to in the message input field.
- Click Assign for the user you want to assign the conversation to.
The list of all active users will be displayed. This list will be displayed only if the logged in user has the User Management permission.
It will be indicated that the chat has been transferred. The name of the assigned user will be listed under Current Agent Details. The chat can still be assigned to a different user and also picked up by the logged in user themselves.
Switch To
To switch or reassign an ongoing conversation to another user:
- Click Switch to in the message input field.
- Click Assign for the user you want to transfer the conversation to.
The list of all active users will be displayed. This list will be displayed only if the logged in user has the User Management permission.
It will be indicated that the chat has been transferred. The name of the user to whom the chat has been transferred will be listed under Current Agent Details. The chat can still be reassigned to a different user.
Pick Up
To pick up a chat:
- Click Pick Up in the message input field.
It will be indicated that the chat has been accepted. The chat can still be switched (reassigned) to a different user.
If the user does not have permission to pick up the conversation, then an error message will be shown.
End/Reopen Chat
To end or close a chat, click End Chat in the message input field. If user messages after the chat has been ended, then the chat will be automatically reopened.
You can also reopen a chat.
Send Message Via Template
You can send a message to a customer using the message template. To do so:
- Click Choose Template [
]. Choose the module whose WhatsApp template you want to use. Select a the template you want to use.
- Select the record whose values you want to populate the template with.
- Click Send.
You can either send a message via a template during a conversation or initiate a conversation by sending a message via a template.
Other Actions
Block
You can block any person from whom you no longer want to receive messages.
You can unblock the person when required.
Attachments
You can include attachments in the messages. These attachments can be images, video, or documents.
Image | Document | Video |
5 MB jpeg, png, jpg | 20 MB pdf | 15 MB 3gp, mp4 |
Filter
You can filter the conversations by the channel in which the conversation is taking place. You can filter the conversations by whether you have responded to them or not.
Message Session Expiry
After the 24-hour cycle, you will not be able to continue with the conversation.
Pricing
- Conversations, that are 24-hour message threads between you and your customers, is the parameter based on which WhatsApp Business Platform charges you. This 24-hour window starts when a business replies to a customer's message in a user-initiated conversation or sends a template message to the customer. After this window expires, a new conversation must be initiated by either the customer or the business to start a new conversation.
- The rates for the conversation will differ by category - Marketing, Utility, and Service. Marketing, Utility are business-initiated conversation categories. All user-initiated conversations will be categorized as Service conversations that will be used assist customers in resolving their inquiries. Charges for conversations are based on the user’s country code.
- You will have to purchase credits to use these conversations. Each WABA (inclusive of all the numbers associated with that account) can use 1000 free user-initiated conversations every month.
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