Conversations

Self-Service Menu

Utilize the “Self-Service Menu” option to streamline customer service and add actions that facilitate the resolution of frequently asked questions.

1. Within the “Conversations” menu, navigate to the top right and select the profile icon.

2. Select > “Account Settings”.

3. On the left side of the menu, select > “conversations” > “Self-Service Menu”.

4. Within the first available box, type the message with which you want to greet your business’s customers.

   Example:

   • “Hello {first_name}, Thank you for choosing us! It’s a pleasure to assist you. For your convenience, we have enabled the following options. Enter the number of your interest:

5. In the “Keywords” field:

   • Choose the submenu that precedes the action. For example, if the menu you are configuring is “Welcome,” the top level should be “None” since there is no message preceding this action.

6. En el campo “Palabras clave”:

   • Select any of the available options for your customer to respond to and trigger an action. It’s important to note that this is an additional word to the level number assigned by the platform. If you don’t want the menu to respond to any additional words, don’t add any tags. Example: “Hours”

7. In the “Option Name” field:

• Enter the name of the menu you are creating. Example: Business Hours

8. In the “Option Message” field:

   • Type the text your customer will receive when selecting the assigned option. Example:

     Zone 10, Zone 11: Monday to Saturday 9:00AM to 6:00PM and Sunday 10:00AM to 6:00PM Zone 9: Monday to Saturday 10:00AM to 6:00PM and Sunday 10:00AM to 6:00PM.

9. In the “Assign to Group” field:

   • Choose the group (from the existing user groups in your account) to which you want the conversation to be assigned. Example: When sending command 1, assign this conversation to an agent within the “Marketing” group

10. In the “Assign a Tag” field:

    • Assign a specific tag when the selected command is received.

Use the buttons next to each menu for the following actions:

• Move the created menu option up and change the current order of options.
• Move the created menu option down and change the current order of options.
• Edit the information entered in the created menu/level.
• Create a menu/level exactly like the one selected one level below the current one.
• Delete the selected menu/level.

To create a new menu/level within your self-service menu, press the ”+” button at the bottom of your screen.

Service Hours

Service hours are crucial for managing the automated response when your account is unavailable. Personalize your business hours and the message customers will receive when they contact you outside of those hours.

Steps to Customize Your Account:

1. Within the “Conversations” menu, go to the upper right of the screen and select the profile icon.
2. In the dropdown menu, choose “Account Configuration.”
3. In the “Configuration” menu on the left side of the screen, select “Conversations.”
4. Choose “Service Hours.”
5. Set your business hours and write the message you want your customers to receive when contacting you outside of those hours.
6. Once you’ve completed all required information, don’t forget to click “Save.”

Quick Responses

In Reach, you can customize quick responses that can only be created by a system administrator to standardize agent communication with customers.

Steps to Create a Quick Response:

1. Within the “Conversations” menu, go to the upper right of the screen and select the profile icon.
2. In the dropdown menu, choose > “Account Configuration.”
3. In the “Configuration” menu on the left side of the screen, select > “Conversations.”
4. Choose “Quick Responses.”
5. Click the “Create” button, name the quick response, and write the message you want it to contain.
6. Select the channels of interest so the response is enabled.
7. Click > “Save.”

WABA Templates

In the Reach platform, account administrators have the exclusive ability to customize templates for WhatsApp Business. This feature simplifies the initiation of efficient conversations between agents and customers.

Steps to Create a WhatsApp Template:

1. From the “Conversations” menu, go to the upper right of the screen and click on the profile icon.
2. In the dropdown menu, select “Account Configuration.”
3. In the “Configuration” screen on the left side, choose “Conversations.”
4. Within the “Conversations” section, select “WABA Template.”
5. Click “Create Template.”
6. Assign a descriptive name to your template without special characters.
7. Choose the category that best fits the template’s purpose. We recommend the marketing category.
8. If you want to include a header, choose the multimedia type to use.
9. Insert the message text, keeping in mind the option to add variables to personalize information like the customer’s name.
10. Optionally, include action buttons such as quick replies, calls, or web page links.
11. After entering all necessary data, click “Continue.”
12. Add required examples on the next screen. If the template includes files, provide links to images, videos, or documents as examples.
13. Finally, click “Continue,” and your template will be created. It will be sent to Meta for approval.

Important Tips:

• Ten en cuenta que las plantillas suelen tardar de 24 a 48 horas en ser aprobadas por Meta. Si la plantilla es rechazada, no dudes en -m ponerte en contacto con el equipo de soporte de Reach para obtener asistencia adicional.
• Evita agregar más de 1 espacio por párrafo o línea, ya que esto podría provocar que Meta rechace tu plantilla.
• La mayoría de las plantillas suelen clasificarse en la categoría de marketing.
• En caso de que la plantilla sea rechazada y desees intentar crearla nuevamente, evita colocar el mismo nombre, ya que Meta la relacionará con la anterior, provocando su rechazo nuevamente.

Assignment Method

The assignment method is designed to optimize the efficiency and experience of your agents. These configurations allow agents to focus on pending conversations and avoid reviewing those already resolved.

Workload Assignment

Workload assignment is automated, where the system identifies the available agent with the least workload, ensuring fair and efficient task distribution.

Consideraciones Importantes:

1. The workload assignment system only assigns tasks to online users.
2. If all agents are offline, incoming conversations during that period will remain “Unassigned.” Manual conversation assignment will be necessary, a function exclusive to the account administrator.

Last Responsible Assignment

Conversations are assigned to the agent who most recently interacted with the customer, regardless of their online availability.

Default Assignment

Conversations are assigned to a specific group of agents, regardless of their online status.

Channel Assignment

Conversations are assigned to specific agents based on the communication channel, without considering their online availability.

Client Portfolio

The Client Portfolio simplifies assigning clients to specific agents. When a new conversation starts, the process becomes more efficient by automatically linking the client to the corresponding agent.

Add Contact to Agent Portfolio

Agents can add new contacts easily through the conversation details section. To add the client, click the “Add to my portfolio” button.

Once the contact is added to the Client Portfolio, each new conversation will be automatically assigned to the relevant agent. After the agent has added the contact, only they and the administrators can remove it from the portfolio.

Client Portfolio as an Agent

As an agent, you can access the complete list of contacts in your portfolio from the menu at the upper right, where you’ll find a new feature called Client Portfolio.

Client Portfolio as Administrator

As an account administrator, access the Client Portfolio in the account configuration under Conversations Configuration.

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

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