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This guide describes how to use WhatsApp integration with x-bees. Other x-bees documentation: x-bees documentation. Created: July 2024 Permalink: https://wildix.atlassian.net/wiki/x/EACVJg |
Table of Contents
Introduction
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- CLASSOUND DID indicated in Call group settings -> SMS/ Messengers field in WMS
Usage
When there is an incoming message from external user via WhatsApp, a separate conversation is automatically created in x-bees:
External , with external user's phone number is used as a conversation title. :
Assign conversation
All users belonging to the relevant Service (Call group) are automatically added to the conversation:
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The conversation can be assigned to a particular agent or be left unassigned:
Messaging
You can reply to the external user directly via the x-bees conversation and the user receives your reply to WhatsApp:
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Important: Agents can reply within 24 hours after receiving an external user's message. After 24 hours, the conversation switches to read-only mode. In case an external user writes another message to the same conversation, an agent again has 24 hours to reply. |
Add contact to Phonebook / CRM
If needed, you can add the external user to a Phonebook or CRM integration via Info frame:
When added, the conversation name changes to the name of the user:
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