Client Interaction

Client Portfolio

The client portfolio simplifies the assignment of clients to specific agents. This way, when a new conversation starts, the process becomes more efficient by automatically linking the client with the corresponding agent.

Client Portfolio as an Agent

As an agent, it’s possible to access the complete list of contacts that are part of my portfolio from the menu located in the top right corner, where we’ll find a new function called Client Portfolio. By clicking on it, I’ll see the read-only list that allows me to list and search for clients within my complete portfolio.

Adding Contact to Client Portfolio as an Agent

The flexibility of the Client Portfolio allows agents to easily add new contacts through the conversation details section. To add the client, click on the “Add to my portfolio” button.

Once the contact has been added to the client portfolio, whenever a new conversation is registered with this contact, it will be automatically assigned to the agent in question. After the agent has added the contact to their portfolio, only they and administrators can remove it, and other agents will see a message indicating that this contact already belongs to a specific agent’s portfolio.

Client Portfolio as Administrator

As an account administrator, access to the client portfolio is found in the account settings. Under conversation settings, we’ll find the Client Portfolio section, through which we can view the portfolio of each agent associated with our account.

Finally, as an account administrator, we can select the agent we want to inspect:

1. Filter contacts in the selected agent’s portfolio by direct search and tag groups.
2. We also have context controls.
3. We can modify the search results such as: All contacts and contacts that are not associated with any portfolio.
4. Finally, as administrators, we can execute group actions through the controls at the bottom of the table.

Assignment Method

The assignment method is designed to optimize your agents’ efficiency and experience. With these settings, agents can focus on pending conversations and avoid reviewing resolved ones. We offer four options:

Workload Assignment Workload assignment is done automatically, where the system identifies the available agent with the lowest workload, ensuring an equitable and efficient distribution of tasks. This method focuses on maximizing efficiency and reducing response times, thus guaranteeing agile and effective attention for each client interaction.

Important Considerations:

1. It’s essential to keep in mind that the work assignment system will only assign tasks to users who are online. If a user is offline, they will not be assigned any conversations.
2. In case all agents are disconnected, incoming conversations during that period will remain “Unassigned”. In such cases, manual conversation assignment will be necessary, this function being exclusive to the account administrator.

Last Responsible Assignment: This method assigns conversations to the agent who most recently interacted with the client, regardless of their online availability.

Default Assignment: This method assigns conversations to a specific group of agents, regardless of their online status.

Channel Assignment: This method assigns conversations to specific agents based on the communication channel, regardless of their online availability.

Quick Responses

Within Reach, you can customize quick responses that can only be created by an account administrator so that agents can standardize communication with their clients. To create a quick response, follow these steps:

1. Once in the “Conversations” menu, go to the top right of the screen and select the profile icon.
2. In the dropdown menu, select “Account Settings”.
3. In the “Settings” menu on the left side of the screen, select “Client Interactions”.
4. Select “Quick Responses”.
5. Click the “Create” button, enter the name of the quick response, and the message you want it to contain.
6. Select the channels of interest for the response to be enabled.
7. Press > “Save”.

WhatsApp Templates

Within the Reach platform, account administrators have the exclusive ability to customize templates for WhatsApp Business. This function simplifies the initiation of efficient conversations between agents and clients. Here are the steps to create a WhatsApp template:

1. From the “Conversations” menu, go to the top right corner of the screen and click on the profile icon.
2. In the dropdown menu, select “Account Settings.”
3. In the “Settings” screen, on the left side, choose “Client Interactions”
4. Within the “Conversations” section, select “WhatsApp Template.”
5. Click “Create template.”

6. Assign a descriptive name to your template without special characters.
7. Select the category that best fits the purpose of the template, we recommend the marketing category.
8. If you want to include a header, choose the type of media to use.
9. Insert the message text, considering the possibility of adding variables to personalize the information, such as the client’s name. We recommend leaving a space before and after placing variables to avoid formatting issues.
10. Optionally, you can include action buttons, such as quick replies, calls, or web page links.
11. Once you have entered all the necessary data, click “Continue.”

12. On the next screen, add required examples. If the template includes files, provide examples of images, videos, or documents, considering that it’s only as an example.
13. Finally, click “Continue,” and your template will be created. It will be sent to Meta for approval.

IMPORTANT

• Keep in mind that templates usually take 24 to 48 hours to be approved by Meta. If the template is rejected, don’t hesitate to contact the Reach support team for additional assistance.
• Avoid adding more than 1 space per paragraph or line, as this could cause Meta to reject your template.
• Most templates are usually classified in the marketing category.
• In case the template is rejected and you want to try creating it again, avoid using the same name, as Meta will relate it to the previous one, causing it to be rejected again.

Campaigns

Campaigns allow you to send mass messages through WhatsApp using a file with your clients’ contacts. Customize your content and decide whether to send it immediately or schedule it for later.

How to create a WhatsApp campaign:

1. In the “Conversations” menu, select the “Campaigns” submenu at the top of the screen.
2. Click “New campaign”.
3. Enter a name in the “Name” field to identify your campaign.
4. In the “Broadcast channel” option, select “WhatsApp”.
5. Write the objective of your campaign in the “Objective” field.
6. Select the template to send in the “Template” option.
   • Note: You can only use templates previously approved by Meta Business for your account.
7. If the template includes multimedia header, deactivate the option “Multimedia content comes within the .csv file” to be able to attach the file from this section.

8. Download the contacts template and add the numbers of the clients to whom you want to send the campaign.
9. Once the file is edited, upload it to the platform by selecting “Press or drag file here” and click “Continue”.
10. Verify the file data and select “Send campaign”.
11. Configure the sending:
    • You can send it immediately or
    • Schedule it for later.

IMPORTANT

If you decide to schedule the campaign, make sure to do it at least 1 hour in advance to avoid processing delays. Don’t schedule sends with less than 5 minutes margin, as the tool requires time to execute the campaign correctly.