Frequently Asked Questions

If you mistakenly assigned a conversation to any of your available agents, you can manually reassign the conversation to the correct agent.

Templates are the only way to initiate conversations with your customers via WhatsApp and must be pre-approved by Facebook. In contrast, quick responses are a way to save time by replying to conversations that have already started and are common for your business, such as "Store hours," "Phone numbers," "Store locations," etc.

To deactivate the "Conversation Dispenser" feature, follow these steps:

1. 1. Go to the 'Conversations' menu in the upper right corner of the screen and select the profile icon.
2. 2. In the dropdown menu, choose the 'Account Configuration' option.
3. 3. In the 'Configuration' menu on the left side of the screen, select 'Users.'
4. 4. In the 'Roles' box, click on the "X" next to the "Dispenser" role to deactivate this feature.
5. 5. Following these steps, you can deactivate the "Conversation Dispenser" option on your platform.

Yes, Reach is designed to be an omnichannel platform that allows you to connect as many accounts as your business needs.

Mainly, an administrator user can track all business interactions, regardless of which agent they are assigned to. A conversation agent user can only see the interactions assigned to them or are 'Unassigned.' For instance, Agent A cannot see the conversations of Agent B.

Yes, all the information you send from your digital channels will be shown in real-time in Reach. Similarly, if there is any type of automated message scheduled on your business page, it will also appear in Reach.

Within the "Reports" menu on the left side, there is a "Downloads" section where you can download information specifically designed for use in Power BI. If you want more information about this, contact Reach Support to schedule a training session.

Yes, you can manage this by assigning agents to specific digital channels. The steps to assign channels can be found in the account configuration section called Assignment Methods. This is particularly useful if your business is served by different agents across various digital channels.

The only channel through which you can initiate a conversation with a customer without a prior interaction is via WhatsApp using templates pre-approved by Meta. Messenger and Instagram do not allow businesses to initiate conversations.

Your digital channels only need to be connected once at the beginning of your account setup. Some permissions may expire after 90 days, but they can always be renewed, and you will receive a notification from Reach about this.

Yes, you can find the app in the Play Store or App Store under 'Reach.'

Yes, Reach has a tool called Service Hours. This tool allows you to customize your business hours and set up an automatic message that will be sent to your customers when they contact you outside business hours.

To reconnect your channels, follow these steps:

1. 1. From the "Conversations" menu, go to the upper right corner of the screen.
2. 2. Click on the profile icon.
3. 3. In the dropdown menu, choose "Account Configuration."
4. 4. Within the "Integrations" menu, select "Channels."
5. 5. In the center of the screen, you'll find the channels connected to your account. Click on the options button and select "Disconnect."
6. 6. Refresh the page and follow the steps in the Integrations section to reconnect your channels.