WhatsApp is another channel that is not generally available. If you do not see the section and would like to use WhatsApp, contact your sales representative or use chat on our website.
WhatsApp sessions are represented by the WhatsApp icon and operators handle them in the same interface and manner as chat sessions.
Both the client and the operator can send text messages and emoticons. It is also possible to send files via chat, previews, or at least their type which the operator sees directly in the chat. The operator can open text files and images without having to download them to a PC. Video and audio files can also be played directly in mluvii.
Agents will appreciate the ability to verify that the message (text, file) they sent has been successfully sent to the client and that the client has read it.
Files sent during the session are stored in the conversation in Session Files and can be accessed even after the session ends.
The range of supported files may be limited if you choose to block certain file types across the mluvii platform.
As with chat sessions, the operator can use the Contacts Directory, has a history of previous communication, and can enter the session result with a note at the end.
In addition, available templates and tags can be used in a session. An ongoing session can also be transferred to another operator or group of operators.
Client direct message
If you don't want to wait for the client to contact you, you can send the client a Hero Card (Template Message). First, click on the "WhatsApp" button in the operator section at the top.
It is possible that instead of the "WhatsApp" button, you will first click on the "New session" button, under which you will find your phone in addition to WhatsApp.
Once you click on the "WhatsApp" button, a new window will appear in which you select one of the available WhatsApp numbers and enter the contact of the gem.
In the last step, the operator selects one of the available WhatsApp HeroCards and sends it to the client (at the moment the operator is unable to send anything to the client and is waiting for the client's response).
As soon as the client responds (clicks on the link, presses the button, sends a reply) the text field is opened and the operator can communicate with the client without restrictions.
Reconnect session client
Since version 2.82 the operator can resume a session that has already been terminated. This allows you to reply to the client after a longer period, for example with a solution to their request.
The new session is initiated from the session table in the details of the specific session. This option is available if the client is not on the blacklist, nor is another WhatsApp session with the client in progress.
For WhatsApp sessions, it is possible to resume the session even after 24 hours from the client's last message by using a Template Message.
Message delivery status
For each message (text and file) sent by the operator, its status (sent, delivered, read, error) is displayed.
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