What does this mean? Thanks to the combination of our Suite platforms, Live and Engage, Agents, Dashboard Agents, Agent Supervisors, and Coordinators can send outgoing messages in predefined templates to their contact database on the Live platform without the customer needing to initiate a conversation at that moment.
It is essential to note that the action carried out with this function is the sending of a message, which may be a campaign, promotion, notice, or other similar communication, rather than initiating a conversation. -----------------------------------------------------------------------------------
Key points:1. Make sure the groups to which responses should be routed have been created.
When the agent defines the response behavior, they will only see groups that have been previously created in the selector. Additionally, the agent who will receive the session after the transfer must belong to the selected group. If the group does not exist, create it so that it is available when defining the response behavior.
2. The transfer that will perform the derivation must also have been created and configured.
3. We recommend that you verify that the derivation rules are configured correctly.
4. Before configuring a proactive message, you must have at least one Virtual Assistant intention that has the Transfer complement enabled and is configured to transfer the conversation to the group you wish to select.
Once the intention is configured, that group will appear in the group selector for the proactive message.
If the group does not appear, verify that there is an intention with the Transfer complement configured to transfer the conversation to that group.
5. You must have the Engage platform active to use this feature.
6. The contact list will consist of customers who have previously interacted via the WhatsApp channel. In other words, to use this feature, WhatsApp must be one of your conversational channels.
Additionally, during the sending process, you can add temporary contacts, those added only for a specific shipment.
7. Currently, this feature is only available for sending Recurrent Campaigns.
8. Message templates are created on the Engage platform.
9. You can use templates that do not contain variables, for example, plain text templates.
10. The metrics for these messages can also be viewed in Engage.
11. To perform actions in Engage, you must have a user account for that platform; however, the person managing the Live settings does not need to be the same person who manages the Engage settings.
12. Messages are sent directly from Live, and you do not need an Engage account to do so.
13. When the agent receives the reply, they’ll be able to view the template that initiated the conversation.
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Watch the guided tour below to learn how to set it up. You can pause or play the audio guide anytime using the button in the top right corner.