Configuration Message Settings
Simplify your WhatsApp business communication with Gallabox's advanced messaging features. Set up working times for automated away messages and create personalized welcome messages for new contacts.
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:
Working Times
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).
Limitations: The away message can only be triggered once per day.
Here is how to set the working times:
In Gallabox, navigate to your settings and choose WhatsApp Channel.
Choose Configuration and click on Set besides the 'Working Times.' Define your working hours and the corresponding Canned Response as away message. Once set, click on Apply and the away messages will automatically activate during non-working hours.
You can add upto 21 entries for Working hours to accommodate 3 entries per day.
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:
In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.
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
Welcome Message Configuration for WhatsApp is a feature designed to greet new customers or contacts with a welcome message as soon as they open a chat, even before they initiate a conversation. To configure this, click on Configure.
This is supported in cloud API.
When a service window is opened, two scenarios can occur:
If a welcome message is configured: The configured welcome message is sent as soon as the webhook is received.
If a welcome message is not configured: A notification message is sent, indicating that the welcome message is not configured. The conversation is initiated and billed as a service conversation.
Assignment Rules:
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.
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.
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:
In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.
Select the Canned Response as the Auto reply message and define the timeframe for triggering it. Save your auto reply settings for automated responses.
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:
In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.
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:
In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.
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:
In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.
Scroll to 'Auto Resolve Chat'. Set up your time preference for automatic chat resolution when the user has not interacted in a while.
Auto Update Resolve Marketing Opt-In
Gallabox facilitates marketing opt-in configuration with predefined texts and payloads, simplifying the process of gathering user consent.
Here is how to configure Auto Update Resolve Marketing Opt-In:
In Gallabox, navigate to your settings and choose WhatsApp Channel. Choose Configuration.
Scroll to 'Auto Update Resolve Marketing Opt-In.' Add the text and payload. Click on Apply to save.
Set up automatic away messages, personalized welcomes, and quick replies effortlessly. Re-connect with your customers with re-engagement messages and stay informed with email alerts for failed messages. Simplify your chat lists and marketing consent gathering with Gallabox – it's a game-changer!
All configurations can be toggled on or off based on the user's preference. These features enhance communication efficiency and customer engagement while ensuring appropriate messaging during different scenarios.
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