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How to setup a WhatsApp channel?
You can manage your WhatsApp business account conversations from WhatsGPT. To set it up, you have two options to choose your provider: 1. WhatsApp Cloud API 2. Twilio We'll explain all the procedures in this guide. Prerequisites 1. You need a Meta Developer Account to setup WhatsApp API. If you dont have a developer account already click here to create one before proceeding 2. A valid phone number Using Whatsapp Cloud API WhatsApp Cloud API is available to all businesses and individual developers. Since it's hosted on Meta's cloud infrastructure, you no longer need to use third-party providers like Twilio, Zendesk, 360Dialog, or MessageBird (Business Solution Providers) to host your WhatsApp Business API. Set up your Business Profile Create a professional WhatsApp business profile with your company name, description, and contact information. A well-crafted profile helps customers recognise and trust your brand when they interact with you. Log into https://business.facebook.com and click the create portfolio button in the dropdown menu under Home Complete all required fields to set up your business portfolio. Once you have created your business portfolio, it's time to create your Facebook app. Setup your Facebook App Log into https://developers.facebook.com/ and click the Create App button. Complete the required fields Click "Other" from the options Choose "Business" as your app type Enter your contact email address and choose your business portfolio from the dropdown menu. Add Whatsapp to your app After creating your app, you'll be directed to the app dashboard. From there, click "Add Product" and choose WhatsApp from the available products list. Click the "Set up" button for WhatsApp Note: Before proceeding, verify your business with Meta. You'll need to submit documentation for verification, which is required for full API access. Set Up a Permanent WhatsApp Cloud API Access Token You'll need to create a System User and generate a permanent token to maintain secure, uninterrupted access. Log in to your Facebook developer account, select your WhatsApp app, and navigate to the Business settings page. Click on "System Users" and add a new system user with the role Admin Click the "Add Assets" button, select your app name, choose the "Full Control" option, and click "Assign assets." Return to the system users page, select your newly created system user from the list, and click the "Generate new token" button. Select your app from the dropdown menu Select these three permission levels for your token: - whatsapp_business_manage_events - whatsapp_business_management - whatsapp_business_messaging Copy and save your token Set Up WhatsApp Cloud API To create a new Meta business account, select "create a business account" from the dropdown menu. If you already have a business account, you can select it from the existing options. I'm selecting "create a business account". Click the continue button. Paste your permanent token here Add your production ready phone number Note: Meta requires a verified phone number for WhatsApp API setup. You can verify your number using an OTP (one-time password). Once you have added and verified your phone number, the next step is configuring a webhook to receive inbound messages. Connecting Your WhatsGPT Account Let's connect your WhatsGPT account with your WhatsApp Cloud API Copy your WhatsApp Phone Number ID and Business Account ID from this section Log into your WhatsGPT account, go to Settings > Inbox, and select WhatsApp channel Enter your phone number, phone number ID, and business ID from your WhatsApp API setup Add team members to your WhatsApp inbox Copy the webhook URL and webhook verification token provided here Set Up Your Webhook We need to set up the WhatsApp webhook to receive incoming customer messages sent to your business number. Your callback URL should be in the format of https://platform.whatsgpt.biz/webhooks/whatsapp/{phone_number}. Log into your Facebook developer account and navigate to WhatsApp > Configuration Paste your WhatsGPT webhook URL and verification token here, then click "Verify and Save" Set up webhook permissions by subscribing to messages That's itâyou're all done! You can now start sending WhatsApp messages through WhatsGPT. FAQâs How to configure multiple numbers under a single Facebook app? Facebook App allows configuring only a single Webhook endpoint. So create Inboxes in WhatsGPT for all the numbers as required. You will need to configure the Webhook URL provided for only one of these inboxes in the Facebook app for all the other inboxes to work. What type of Whatsapp templates are supported by WhatsGPT ? At the moment, WhatsGPT only supports text-based templates. If your template has media headers or custom components like buttons, forms, etc, they won't be shown on the WhatsGPT template selector. What are the supported media types?
WhatsGPT 101Lesson 1: Your first WhatsGPT conversation
As a WhatsGPT user, you will be able to manage multiple conversations with multiple customers from various channels on a single dashboard. Let us break down the keyword âchannelsâ from this statement. What is a channel? A channel is a mode of communication your customer selects to talk to you. Anything and everything from the list given below can be called a channel. - Your Support or work emails - Website or app live chat - Social media interactions from platforms like X (Twitter) , Instagram, Facebook - Cloud messenger interactions from platforms like WhatsApp, Line, Telegram - SMS - Chatbot - Any other app relevant to your business or use case (can be connected through APIs) You can connect one or all of such channels to your WhatsGPT account and talk to your customers. P.S. In WhatsGPT , an instance of a channel is referred to as an inbox. How WhatsGPT works for you? Based on the channels you choose to keep for your organization, your customers can contact you from any of those. Say, you enable your orgâs WhatsApp account, website live chat, and email support. Whenever a customer sends you a message through any of these channels, it will become a new conversation in WhatsGPT. Every new conversation is listed on your WhatsGPT dashboard chronologically (newest on the top). Think of it like using WhatsApp or Gmail. Whenever someone sends you a new message, it appears at the top of your list of chats, and you can attend to it whenever you want. This is what a typical list of chats coming from different channels looks like on your dashboard: Try it now: Create a conversation in WhatsGPT. Sign up for your free trial account, and you can setup your first inbox/channel with us, now. For explanatory purposes, we will setup a website (live chat) channel now. If you wish to setup a different channel instead, see the detailed step-by-step procedures here. Letâs get your first conversation from website to WhatsGPT: Step 1. Go to Settings â Inboxes â âAdd Inboxâ. Step 2. Click on the "Website" icon. Step 3. Next, fill in the fields you see on the screen. To understand what these fields mean and to finish the setup, refer to this detailed guide. Step 4. Go to the website where you enabled live chat. Open the live chat widget and send a message. Step 5. Now open the WhatsGPT dashboard, and you should be able to see the message and reply to it! đ Congratulations! You already have an active WhatsGPT account. Letâs move forward. What to do when you receive a conversation? Short answer: Just chat! Long answer: When you open a certain chat/conversation, you can reply from the reply box. WhatsGPT will send the message to your customer from the same channel they contacted you from. For, e.g. If a customer sends you an email about a delivery issue and you reply to it from the WhatsGPT chat box, they will receive your reply in their email inbox itself. And they can respond to you from their email itself. This constant exchange of messages will facilitate a conversation between you and your customer. Youâll never have to leave your WhatsGPT window, and your customer will never have to leave their email inbox (or any other channel they are using) to make a conversation. Apart from replying to your customer, you will see many options on the dashboardââPrivate Notes, Conversation Actions, Macros, and at least 15 more things to do. It could be overwhelming. But relax. All of these features shall help you get faster and better at using WhatsGPT and hence, help your customers better. We will dissect the dashboard and learn everything about it in the next lesson.
WhatsGPT 101Lesson 2: Dashboard Basics
By the end of this lesson, you will understand all the key things you can do on the WhatsGPT dashboard. The screenshot given below represents your typical dashboard. It has been categorized by differently colored numbers for better distinction and understanding. Let us pick each numbered section one-by-one and understand the anatomies of the dashboard. 1. WhatsGPT icon Click on the WhatsGPT icon to go to the dashboard any time. 2. Sidebar controls From top down: Icon 1: View your conversations (people contacting/contacted you) Icon 2: View contacts (people who have ever contacted you on WhatsGPT + the ones you manually added) Icon 3: View Reports (statistics about your conversations and everything related) Icon 4: View Boards to look over your business' overall operations Icon 5: Create a Help Center (or a Knowledge base, if you call it that) Icon 6: Go to Account Settings 3. Sidebar controls â set two From top down: Icon 1: Read our docs to solve product-related queries Icon 2: View notifications Icon 3: Go to personal profile settings 4. Currently viewing This shows the connected org./company for which you are receiving messages from customers. If you have two orgs./accounts connected with a single email ID, you can switch between your accounts from here. 5. Connected stuff In this section, you can see all the connected inboxes and enabled features of WhatsGPT. Let us understand them one-by-one. Conversations All Conversations: All the conversations your account has received. Mentions: Conversations where your teammates have mentioned you. Unattended: Conversations without a single reply. Teams The internal teams you have created for working collaboratively. Inboxes Inboxes are channels that you have connected to your WhatsGPT account. You can click on any one inbox at any time to view only the conversations coming in from that inbox. Labels Your created labels for organizing your conversations. 6. Conversations This will be your most-used part of the dashboard. Let us look at each part separately. Search bar Type in a keyword you remember from a conversation or the contactâs name to display a list of matching results. Switch your dashboard layout Choose how you want to view your WhatsGPT dashboard. You can choose to hide your chat queue, giving more space to your chat window. Filter conversations Choose from various filters to only see the conversations you need to see. List of conversations This section enlists your conversations chronologically (newest/last received on top). You can switch among the âMineâ, âUnassignedâ, and âAllâ tabs to respectively view the conversations assigned to you, the conversations with no assigned agent taking care of it, or all of them. Each conversation card shows the inbox/channel that conversation comes from, assigned agent, last sent message, time stamp, and associated labels. 7. Customer basic info Name of the customer, followed by the channel they contacted you from. 8. Reply box Type here to send a message to your customer. You can format rich text, insert emojis, attach files, or even record a voice note. If you switch over to the Private Note tab, you can send private messages to your teammates and discuss customer queries before replying to the conversation. You can also expand your text box by clicking on the icon on the top-right side of the Reply Box. 9. Conversation actions Icons as seen from left to right: Mute Mute a conversation to stop receiving notifications for the same. Send transcript Send the full chat transcript to the customer, assigned agent or any other email address. Resolve conversation Use when you want to close a conversation; generally used when the associated concern of the customer has been rectified. Other options from the dropdown: Mark as pending Using this option sends the conversation to the Pending chats list. Snooze until Snooze a conversation when you need to wait for a certain period or for a reply from the customer to take the conversation forward but cannot close it yet. 10. Contact details A concise view of all the available info of the contact followed by these 4 options: - New message - Edit contact - Merge contact - Delete contact You can also click on the icon next to the contact name to get an expanded view of the contact details and see any related contact notes. 11. Conversation Actions Assigned Agent Use this dropdown to view the list of agents in your account and select one to assign the conversation to them. Assigned Team Use this dropdown to view the list of internal teams in your account and select one to assign the conversation to them. Conversation Labels Click on â+Add Labelsâ to view the list of labels in your account and select the ones that fit. 12. Macros Expand this section to view the list of the macros you setup for your account. A macro is a set of sequential saved actions, like labelling a conversation, sending an email transcript, sending an attachment, etc., which you can define from your WhatsGPT Settings. When you select a Macro and run it, you can execute a sequence of pre-defined actions in one click. 13. Conversation Information Expand this section to view the conversation âdemographicsâ. 14. Contact Attributes Expand this section to view and apply custom account attributes which can be defined from the Account Settings. 15. Previous Conversations Expand this section to get a list of all the previous conversations associated with the contact. 16. Conversation Participants Expand this section to get a list of all the employees that participated in this conversation. Feeling confident about the dashboard? That probably took 5 minutes! Let us understand all the core features next. Go to Lesson 3A now.
Other ChannelsHow to setup a Facebook channel?
If you are using a self-hosted WhatsGPT installation, please setup your Facebook app as described in the this guide. For the cloud version of WhatsGPT , please follow the steps below. Step 1. Go to Settings â Inboxes â âAdd Inboxâ. Step 2. Click on the "Messenger" icon. Step 3. Click the Facebook login button. It will open a new window for you to login. Step 4. Authenticate with Facebook and select the page you want to connect. Enable all permissions shown in the list. This will help WhatsGPT to perform all the desired actions smoothly. Step 5. You can now select your Facebook page from the dropdown menu that appears on WhatsGPT. Step 6. "Add agents" to your Facebook inbox. You have successfully created a Facebook inbox. Whenever a customer sends a message to your Facebook page, you will be able to see and reply to it in WhatsGPT. Additional Inbox settingsâ Your freshly configured Facebook inbox should now appear in your list of inboxes. To see this and to make additional settings in your Facebook inbox, go to Settings â Inboxes â click the gear icon on the associated Facebook inbox. You will see the following screen: Settings tabâ Enable channel greeting. Once you enable this, WhatsGPT will send a greeting message to new conversations created through your Facebook inbox. Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. Reauthorize. Whenever you need to reconnect and reauthorize your Facebook page, do it from this button. Collaborators tabâ Click on the Collaborators tab. Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox. You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. Click on Update to save the changes. Business Hours tabâ Click on the Business Hours tab. In this section, you can set the working hours of your team associated with the Facebook inbox. Click on the check box for Enable business availability for this inbox if you have well-defined business hours. Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours. You can also select the available business hours for each day of the week, along with the proper time zone. Click on the Update Business Hour Setting Button.
Other ChannelsHow to setup a Telegram channel?
Step 1. Go to Settings â Inboxes â âAdd Inboxâ. Step 2. Click on the "Telegram" icon. Step 3. Create a new telegram bot using Telegram BotFather. Step 4. Enter the API token of the Telegram bot and click on "Create Telegram Channel". Step 5. "Add agents" to your Telegram inbox. The inbox setup is complete. Step 6. Go to the Inbox settings page and verify that the inbox name matches the bot username created using BotFather. Step 7. Send a message to the Telegram bot. Check WhatsGPT Telegram inbox for the new message.
WhatsGPT 101Lesson 3 (a): Mastering core features
So, you have your first inbox ready and know your way around the dashboard. Now let us learn everything about the core features of WhatsGPTââwhere to find them and how to use them effectively. Once you learn this, you will be able to use WhatsGPT smoothly. We like to call these features as âtoolsâ to help you effectively communicate with your customers. Agents You would have entered WhatsGPT through one of the two ways: - You signed up, and you are your accountâs admin. - You were invited on email by the admin of your account. Regardless of your entry point, itâll be helpful to understand what an Agent can do on WhatsGPT. What is an Agent on WhatsGPT? An Agent is anyone from your team who can answer customer conversations. They can be a member of your customer support team, your Engineering colleague, your co-founder, the marketer on your team, or anyone and everyone you want to bring to your WhatsGPT account to help answer questions. What differentiates an Agent from an Admin? Permissions do. Agents can only access inboxes, canned responses, reports and conversations. They can assign conversations to other agents or themselves. They can also resolve conversations. Admins can do everything. How to add an Agent to WhatsGPT? We have a detailed document for this. How to use the Agents feature? There are two basic ways to do this, as explained below. 1. Assign an agent to a conversation Step 1. On your dashboard, when you open a particular conversation, youâll find a section that reads âConversation Actionsâ. Click the + sign to expand it. Step 2. Youâll see an option that reads âAssigned Agentâ followed by a dropdown of all the Agents on your account. Use the search bar to narrow down on the name of the Agent youâre looking for. Or click on an Agentâs name to assign the conversation to them. You can also use the âAssign to meâ option. 2. Talking on Private Note Step 1. On your dashboard, when you open a particular conversation, look for the yellow colored option reading as âPrivate Noteâ to the right side of your reply box. Click on it. Anything you send here is NOT readable or accessible by the customer. This exists to talk with other agents privately. Step 2. Press â@â on your keyboard to mention teammates on Private Notes. Talk to them about anything you need to. You can also make use of rich text formatting, emoji, and attachments. Here is an example: Agent Reports Admins can access the Agents Overview dashboard. This shows various metrics associated with a particular Agent, such as volume of messages, First Response Time, Resolution Time, etc. Hereâs how: Step 1. Go to Reports â Agents â Select Agent. Select the name of the Agent you want to view the metrics from the dropdown. Step 2. Select the period that you want to know these metrics for from the âDurationâ dropdown. Step 3. Hover over the title of any of the metrics and click on it. Itâll show you a bar graph of the performance of that metric over the selected period. Imp: Toggle on the âBusiness Hoursâ to see reports adjusted accordingly. You can also download these reports to your system using the green-coloured button towards the top-right of the screen. Teams You will always receive multiple types of queries, like bug reports, billing questions, feature requests, etc., from your customers. In your organization, you might have specific teams dealing with specific functions. This also means your Sales team shouldnât see a conversation reporting a bug. And your Engineering team shouldnât be having to answer the billing-related questions. The next best thing to do: group your WhatsGPT agents into their respective teams and let your conversations automatically go to relevant teams. What is a Team on WhatsGPT ? An (internal) team is a set of certain agents added to your account who usually take care of a certain kind of conversationââtech-related, billing-related, product-related, etc. You can create a team of agents to take care of each of these categories of queries. Say you can create an Engineering team for answering tech-related queries, a Finance team for billing-related queries, and the Customer Success team for product-related ones. Can an Agent be a part of multiple teams? Yes. How to add a Team to WhatsGPT ? We have a detailed document for this. How to use the Teams feature? The main functions of keeping teams on WhatsGPT is to be able to: - Assign them conversations - Have an organized dashboard To assign conversations to a team from the dashboard, follow the steps as described below. Step 1. On your dashboard, when you open a particular conversation, youâll find a section that reads as âConversation Actionsâ. Click on the â+â sign to expand it. Step 2. Youâll see an option that reads âAssigned Teamâ followed by a dropdown of all the Teams on your account. Use the search bar to narrow down on the name of the team youâre looking for, or click on a teamâs name to assign the conversation to it. Using Automation to assign conversations to Teams If you happen to identify a pattern about the kind of conversations that always get assigned to a particular team, you can define automation rules to let certain conversations be assigned to certain teams automatically. Here are a few examples to help you understand: â Whenever a conversation is created, and the Browser language is Spanish, assign the conversation to the Spanish team. â Whenever a message is created containing the word âbugâ, assign the conversation to the Engineering team. â Whenever a conversation is updated, and the Inbox is Email, AND Email Subject line contains the word ârefundâ, assign the conversation to the Customer Support team. Team Reports Admins can access the Team Overview dashboard. This shows you various metrics associated with a particular team, such as volume of messages, First Response Time, Resolution Time, etc. Hereâs how: Step 1. Go to Reports â Team â Select Team. Select the name of the team you want to view the metrics for from the dropdown. Step 2. Select the period that you want to know these metrics for from the âDurationâ dropdown. Step 3. Hover over the title of any of the metrics and click on it. Itâll show you a bar graph of the performance of that metric over the selected period. Imp: Toggle on the âBusiness Hoursâ to see reports adjusted accordingly. You can also download these reports to your system. Contacts Your Contacts comprise two types of people: 1. The people who have ever messaged you on WhatsGPT 2. The ones you upload manually When you visit the All Contacts tab, you can view the list of these people with all the available information like email IDs, phone numbers, geographies, associated conversations. Contact Filters You can view only specific contacts based on your conditions using certain filters. Just click the Filter button on your Contacts screen to view a list of available filters, as shown in the screenshot below. Contact Segments If you need to use the same filters again and again, rather save it as a segment. Read the docs on this. Importing Contacts You can bulk import contacts from a CSV file. Just use Import button on the top-right corner of your screen. Labels Your team manages multiple conversations every single day. No two conversations are the same, but they can be similar. Looking at your conversations at the end of the day, you can categorize several conversations under categories like bug-report, new-customer, spam, feature request, etc. You might want to hand over such conversations to relevant teams, or analyze the type of requests you receive the most a month later. Doing that manually is painful. Instead, you can label your conversations while chatting with your customers. You can simply select relevant labels (which you have to create only once) from your chatâs sidebar. This simple practice will let you categorize your conversations and ditch the grunt work. What is a Label on WhatsGPT? It is like a digital sticker to put on your conversations and categorize them. Labels are created on the account-level and can be used across. How to create custom Labels? We have a detailed document for this. How to use the Labels feature? There are three basic ways to do this, as explained below. 1. Assign a label to a conversation Step 1. On your dashboard, when you open a particular conversation, youâll find a section that reads âConversation Actionsâ. Click on the + sign to expand it. Step 2. Youâll see an option that reads âConversation Labelsâ followed by an associated button. Click on that to view the list of labels added to your account. Select as many as relevant 2. Assign a label to a contact Just like any conversation, you can label a contact too. Simply navigate to the dedicated contactâs page and add the label through the âContact Labelsâ section. 3. Categorize data through Labels You can filter the following views by Labels: Conversations Contacts Label Reports Admins can access the Labels Overview dashboard. This shows you various metrics associated with a particular label, such as volume of messages, First Response Time, Resolution Time, etc. Hereâs how: Step 1. Go to Reports â Labels â Select Label. Select the name of the label you want to view the metrics for from the dropdown. Step 2. Select the period that you want to know these metrics for from the âDurationâ dropdown. Step 3. Hover over the title of any of the metrics and click on it. Itâll show you a bar graph of the performance of that metric over the selected period. Imp: Toggle on the âBusiness Hoursâ to see reports adjusted accordingly. You can also download these reports to your system. Continue learning the other core features in lesson 3B (it's the second-last lesson!)