Sending marketing templates from agent assist

As brands increasingly prioritise WhatsApp for their sales operations, one of the most requested features is enabling agents to send WhatsApp-approved templates to customers, facilitating seamless communication. This functionality allows agents to initiate conversations with customers by selecting a pre-approved template, entering the customer's phone number, and then sending the template with a simple click.

Configuration

With the latest version, all the brands will now be able to initiate conversations from agent assist. While the overall workflow for the agents will remain same, there are changes in the configuration of the feature. To configure the feature, please follow the below steps:

Creating Agent Campaigns on Agent Assist

1. Go to settings > Workflow & Automation > Agent Campaigns > Create Campaign
2. Once you add the campaign, a pop up opens and in the popup it asks about campaign name, template & test phone number. Once you have selected the campaign name and template, a test phone number is required to create the campaign. The test phone number should be an internal number as once the campaign is created a template message is triggered to the test phone number.
3. Once you have created an agent campaign, following things happen at the same time
   1. Creation of campaign on campaign manager: All the analytics associated with the campaign will be visible under campaign analytics.
   2. Creation of an interactive journey on bot studio: Once a campaign is created, we are creating an interactive journey with agent handover node. As a result when the customer replies back to the agent sent campaign, the customer will be routed through the newly created campaign journey and then will come for agent assignment. In case you want to edit the journey, you can edit the same after the campaign and journey are created

[BETA FEATURE CONFIGURATION] To activate this feature, you'll need to send an email to [email protected] requesting configuration for your brand. Once enabled, navigate to the Journey Builder within the Campaign Journey, where a journey named Agent Assist will be created. When customers respond to the templates sent by agents, they will enter this journey, and you can choose to assign these chats to agents or route them to other journeys.

Campaign Properties

After configuring the journey correctly, proceed to Agent Assist to enable access for sending templates to customers. Within Agent Assist, navigate to agent campaigns and click on campaign properties. You'll then be prompted to configure stickiness settings and user restrictions for this feature.

Stickiness of the chat determines the time period within which if the customer returns, the chat will be assigned to the same agent who sent the WhatsApp-approved template. Additionally, you can choose whether the chat should still be assigned to the same agent even if they are unavailable, or route it to a fallback team based on team policy.

User Restriction allows you to select specific agents from a dropdown menu, restricting this feature to a particular set of agents.

How to use the feature?

In the Chat Inbox, locate the WhatsApp icon next to views and click on it. A pop-up will appear prompting you to select templates.

Choose the desired templates and proceed to the next step. In the new window, enter the customer's phone number along with the country code. Check the box if the customer's phone number is opted in, then send the template to the customer.

If an agent encounters an error while sending the template, it may be due to an already open chat with the same customer that is not assigned to the agent sending the message. In such cases, the agent needs to assign the chat to themselves before attempting to send the message.

When the customer replies, the agent will notice a system message in the chat indicating that the conversation contains a marketing message. To identify which template was sent to the customer, the agent can click on the marketing message or access the campaign context button in the right panel. By clicking on it, the agent will be able to view the templates sent to the customer.