...
This document shows the different components and configurations of Heynow campaigns from uContact.
HeyNow Registry
| Info |
|---|
Hey is a WhatsApp provider like Twilio, but that allows us to use chatbots, which makes our communication with the client much more efficient. |
...
| Note |
|---|
The enablement of the WhatsApp number depends on Hey now, NOT of uContact |
...
HeyNow Administrator
The main idea of this functionality is communication between customers and the Call Center company through an online chat.
For that by the Call Center company, certain factors need to be configured.
Providers
At the moment, HeyNow has two different APIs.
...
| Tip |
|---|
Press the Save button when all the fields are completed to register the provider, in doing so we will see how it is added to the list of providers that is on the right. To remove a provider, simply select it from the list, press the Delete button, and confirm the final deletion. |
Campaigns
With the configured provider, we are ready to create a Heynow campaign. For this, we go to Administrator/Campaigns/Heynow.
Once inside, we will see a screen like the following:
...
Basic configuration
Name
A name is defined for the campaign to identify them.
...
Schedule
Time frame in which the SMS campaign will be available. Visit Campaign Schedule - Omnichannel for more information.
Advanced Configuration
These parameters already have a default value for the proper functioning of the campaign.
...
Enable
The system can have a non-working SMS campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used.
Add Member
In order to add or delete agents from a campaign, the user must go to Members in the top left corner.
...
| Note |
|---|
Members added to a campaign must be part of a voice campaign, on the contrary, these agents will not get any interactions from this channel. |
...
Agent
Here we explain how the agent works with HeyNow
...
With the first one, a list with emojis will be displayed for use in the messages.
The following contains the canned responses. They will be inserted automatically once the user has selected them.
The last button will send the message that the Agent is writing.
In the upper right corner, the Agent will find a three-point icon, with which the previous messages of the client can be displayed. Only appears if the client has previous messages sent.
...
Supervisor
Monitoring
This is where the Supervisor can control how the campaign works, agent information, number of interactions, service level, etc.
...
On Hold: Clients waiting time.
Actions with agents
When an agent has an active interaction, the supervisor can click on it and the following options will appear:
...
Disconnect agent
The supervisor can log out the agent's account. The agent must enter his username and password again to be able to enter and continue working.
...
Recording
In this section, the supervisor will see every chat interaction made through Heynow.
...