# Configuration Message Settings ## Overview Managing your WhatsApp business communication effectively is now simpler and more efficient with Gallabox's suite of advanced messaging features. Let's explore these functionalities and how you can set them up: ### **Business Hours** This allows configuration of your Business hours to inform your customers of your availability. You can choose to open your business hours for 24/7 or assign a dynamic business hours per day. In addition to this, you can also mention the special days to adjust your office timings on special occasions and [close days](#user-content-fn-1)[^1] for your business hours. {% hint style="info" %} Closed days would take precedence on Special days. Special Days field will take precedence on Working hours. {% endhint %} Here is how to set the Business Hours: 1. In Gallabox, navigate to your settings and choose WhatsApp Channel.

2. Navigate to the *Configuration* page and locate the **Business Hours** section at the top. If your business operates 24/7, toggle the **Open 24/7** switch to 'On'. Otherwise, specify the hours of operation for weekdays and weekends.

For special days, you can configure specific dates/date ranges to adjust your office timings on special occasions.

For closed days, you can configure a specific date/ date ranges when your office is closed.

### **Away Message** This allows automation of away messages during non-working hours. When a customer triggers a message to an agent outside of working hours, an automated away message is sent to the customer, regardless of their status (e.g., unassigned, assigned). {% hint style="info" %} You can either send no message, a text message, or a [canned response](https://docs.gallabox.com/basic-modules/canned-responses). {% endhint %} In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration and spot '**Working Times**.' Set a message to inform the end of your Business hours to your customers.

### **Welcome Message** This initiates an automated welcome message for new contacts. When a customer initiates contact with an agent as a fresh contact, they are placed in the unassigned Inbox, and an automated welcome message is sent. You can also send a automated message to your customers when they open your chat. **Limitations:** The welcome message can only be triggered once per day. Here is how to set the Welcome Message: 1. In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.

2. Craft a friendly and informative Canned response that aligns with your brand identity and choose that response as **Welcome Message**. Save your message to enable automatic greetings for every customer interaction.

#### **Welcome Message Automation Configuration** The Welcome Message Configuration feature for WhatsApp is designed to greet new customers or contacts with a welcome message as soon as they open a chat, even before they initiate a conversation. {% hint style="success" %} This is supported in cloud API. {% endhint %} To Turn On the Welcome Message, click on **Configure**. It will redirect you to your business manager.

In your Business Manager, click on '***Automations***' in the left navigation. You will see Welcome Messages option under Conversational Components. Click on '***Turn on***' button adjacent to Welcome Messages.

When a service window is opened, two scenarios can occur: 1. **If a welcome message is configured:** The welcome message is automatically sent to the customer upon initiating the chat session. 2. **If a welcome message is not configured:** A notification will alert you if the welcome message has not been configured. Note that even from the initiation of the conversation, it is considered as a *service conversation* and will be billed accordingly.

{% hint style="info" %} **Assignment Rules:** 1. If no welcome message is configured and the message is sent by the customer/contact, a welcome message is sent, and the conversation is moved to the unassigned state. 2. If a welcome message is configured, it is sent, and the conversation is assigned to the configured bot/user/team based on assignment rules. **Edge Case:** * If the customer/contact clears the chat but there is an existing conversation in Gallabox that is open (not resolved), the welcome message is sent in the same conversation, keeping the conversation in the same state. {% endhint %} ### **Image Visibility** Control how incoming images appear in your Gallabox conversations with the new **Image Visibility** setting. You can choose between: * **Show All Images** *(default)*\ Images from contacts will be visible in the conversation thread. You can manually hide them if needed. * **Hide All Images**\ Incoming images will be hidden by default. You can unhide them individually as required. This setting helps teams manage conversations more efficiently and maintain a cleaner inbox view. {% hint style="info" %} **Note:** This only affects how images are displayed in Gallabox. All images will still be received and stored. {% endhint %}

### **Auto Reply** This enables automated replies for new conversations. When a customer initiates contact with an agent for the first time, they are placed in the unassigned inbox, and an automated auto-reply message is sent. However, to further enhance customer engagement and streamline communication, this capability also apply to all open conversations, including those that have already been assigned to agents. **Limitations:** The auto-reply message can only be triggered once per day. Here is how to set the Welcome Message: 1. In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.

2. Select the Canned Response as the **Auto reply message** and define the timeframe for triggering it. Save your auto reply settings for automated responses.

### **Agent Fallback Management** Agent Fallback Management ensures that no customer message goes unanswered when an agent is unavailable, inactive, or a handover is delayed. This configuration helps maintain consistent engagement by automatically reassigning conversations or triggering messages when specific inactivity conditions are met. Agent Fallback Management supports two core conditions: **1. Handover Fallback** Triggered when a conversation is transferred (bot → agent / agent → agent or team) and remains unanswered for a set duration. * **Trigger:** Conversation handed over but no response after the configured time. * **Actions Available:** * Reassign to the same team as the previous agent. * Reassign to a specific team. * Reassign to a specific user. * **Example:** If a chat is handed over from Bot A to Agent X, and Agent X doesn’t respond within 10 minutes, the system can automatically reassign it to Team Support. * **Send Webhook:** When enabled, Gallabox will emit a webhook event (`Conversation.HandoverAgentFallback`) whenever this rule triggers. **2. Inactive Agent Fallback** Triggered when a customer sends a message to an agent marked inactive and doesn’t receive a reply within the defined timeframe. * **Trigger:** Message received from customer while assigned agent is inactive and no reply within \[X] minutes. * **Actions Available:** * Reassign to the same team as the previous agent. * Reassign to a specific team. * Reassign to a specific user. * Send a canned response. * **Example:** If Agent Y is inactive and a customer sends a message, after 5 minutes of no reply, the chat is automatically reassigned to another agent or team. * **Send Webhook:** When enabled, Gallabox will emit a webhook event (`Conversation.InactiveAgentFallback`) when the rule triggers. #### **Here is how you can configure fallback**

* In Gallabox, navigate to your **Settings** and choose the **WhatsApp Channel.** * Go to **Configuration** and scroll to the **Agent Fallback Management** section. * Under each scenario (Handover or Inactive Agent), specify: * The **time threshold** (in minutes). * The **action** to be performed (assign to user, team, or send canned response). #### **Webhook Configuration** If you enable **“Send Webhook”** in either fallback rule, Gallabox will send a corresponding webhook event when the rule is triggered. **How to Enable Webhook Notifications:** 1. In **Agent Fallback Management**, tick the checkbox **“Send Webhook”** for your desired rule. 2. Navigate to **Settings → Webhooks** in Gallabox. 3. Enable the corresponding webhook events: * `Conversation.HandoverAgentFallback` * `Conversation.InactiveAgentFallback` 4. Add your endpoint URL and secret key to receive webhook payloads. > **Note:** Both steps must be completed — enabling the checkbox in the rule and activating the webhook event in settings — for the webhook to trigger successfully. > > Note: All fallback rules combined will trigger a maximum of **three times per conversation** to avoid looping. ### **Re-Engagement Message** This facilitates re-engagement messages for inactive conversations. If a customer fails to respond to an agent's message, a re-engagement message is triggered. **Limitations:** The re-engagement message can only be triggered once per day. Here is how to set the Re-Engagement Message: 1. In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.

2. Select the Canned Response crafted as **Re-Engagement message**. Set the frequency and triggers for these messages to automatically reignite conversations.

### **Failed Message Email Alert** Stay informed about message delivery issues by receiving email alerts when messages fail to send. Here is how to set the Failed Message Alert: 1. In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.

2. Go to '**Failed Message Email Alert**' in Gallabox and add the recipient address. Gallabox will automatically notify you when message delivery fails.

### **Auto Resolve Chat** Auto-resolve chats to declutter your active conversation list. Gallabox allows you to set criteria for chat resolution automatically. Here is how to configure Auto Resolve Chat: 1. In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.

2. Scroll to '**Auto Resolve Chat**'. Set up your time preference for automatic chat resolution when the user has not interacted in a while.

### **Marketing Opt- Out Messages** A new channel-level marketing opt-in configuration has been introduced within your WhatsApp settings. This allows you to set custom unsubscribe keywords (in addition to the non-editable "STOP") and gain more control over your marketing communication **Accessing and using the Configuration:** 1. Navigate to your **WhatsApp Channel** settings. 2. Locate the new section titled **Marketing Opt-in**. 3. By default, Marketing Opt-in is enabled (turned on). 4. You can add up to 5 additional keywords that will trigger marketing opt-out. The primary keyword (STOP) is non - editable or can be deleted. 5. Can create custom messages for **Opt-out confirmation** and **Resubscribe confirmation.**

{% hint style="info" %} **Important Notes:** 1. Primary Keywords cannot be deleted or edited. Max 5 secondary keywords can be added. 2. Keywords can be any combination of letters, numbers, and symbols (case-insensitive). 3. Keywords defined for marketing opt-out will not interfere with bot flows. However, if a customer message matches both a bot flow trigger and a marketing opt-out keyword, only the opt-out functionality will work. Existing bot flows that relied on these keywords may need to be adjusted. {% endhint %} ### Icebreakers on WhatsApp Ice Breakers are customizable, tappable text strings that appear in a message thread the first time you chat with a user. For Instance, "Plan a trip" or "Create a workout plan". You can configure up to 4 ice breakers on a business phone number from WhatsApp Manager. Each ice breaker can have a maximum of 80 characters. Emojis are not supported. {% hint style="info" %} When a WhatsApp user clicks on a universal link (i.e., a **wa.me** link) that includes pre-filled text, the interface for **ice breakers** is automatically dismissed. {% endhint %} To configure Icebreakers: Go to your facebook business manager, under ***Account Tools*** in the left navigation, click on ***Phone Numbers***. Click on Settings for the Phone Number connected.

Once you access phone number settings, click on Automations from the left-pane navigation. Click on Edit adjacent to Icebreakers.

The pop-up editor will open up. You can add 4 icebreakers resonating with your business. For Instance, I am interested in getting a demo of your product or I would like to know more about a feature. You can also view how those Icebreakers will look in the chat window to a customer.

Icebreakers on WhatsApp offer an engaging way to initiate conversation with customers, enhancing their interaction experience with your business. ### Commands on WhatsApp **Commands in WhatsApp API** are short keywords that customers can tap to get quick answers or take specific actions—without needing to type a message. When a customer selects a command, the bot immediately responds with the relevant information. It’s like giving users a shortcut to what they’re looking for. #### Here's how they work: 1. **Each command** starts with a `/` (like `/start` or `/help`) and is paired with a short **hint** to explain what it does. 2. When a user opens your WhatsApp business profile or chat, these commands can appear as suggested options. 3. Once the user taps a command, it immediately responds with the linked message or a bot. To configure commands: Go to your facebook business manager, under ***Account Tools*** in the left navigation, click on ***Phone Numbers***. Click on Settings for the Phone Number connected.

Once you access phone number settings, click on ***Automations*** from the left-pane navigation. Click on Edit adjacent to ***Commands***.

The pop-up command editor will open up. You can define 30 commands useful for your business. To add a command, use a `/` before each keyword.

Once set, these commands help guide customers through common queries quickly and smoothly; improving both efficiency and the user experience. [^1]: the days when your office is closed.