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This document shows the different components and configurations of Heynow campaigns from uContact.
HeyNow Registry
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Hey is a WhatsApp provider like Twilio, but that allows us to use chatbots, which makes our communication with the client much more efficient. |
To use the service it is necessary to enable your number with Hey, for this you must contact the Integra CCS sales area.
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What is a chatbot? They are automatic assistants that respond to specific customer needs. |
Once you have your WhatsApp Number enabled we can start the configuration of your campaigns in uContact.
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The enablement of the WhatsApp number depends on Hey now, NOT of uContact |
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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.
Direct API allows us to create campaigns for the selected channel, allows interaction between the agent and the client.
Client API enables the option to send messages through forms, a single message is sent.
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Both APIs can be used independently or together and even with different numbers. |
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Name and Channel fields need to be completed for both APIs, Direct and Client.
Name
the supplier is associated to identify it, it must be unique for each provider.Channel
defines the API that will be used, the available options are WhatsApp (default), Facebook and Twitter.
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Here we leave a link with the HeyNow documentation on Direct API
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Here we leave a link with the HeyNow documentation on Client API
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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:
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Basic configuration
Name
A name is defined for the campaign to identificate them.
Strategy
Here we must select the way in which the campaign interactions. For more information see Strategies.
Service level
Threshold to calculate service level. Calls answered within the service level in seconds.
Skills
In this field the keywords will be introduced to identify the campaign that each interaction should reach, it is possible for a client to connect with one or another agent depending on the option marked to the bot (the skills must be stipulated with Hey.)
Hey Providers
Here a list with all Heynow providers registered in the system will be displayed.
Schedule
Time frame in which the SMS campaign will be available. Visit Campaign Schedule - Omnichannel for more information.
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These parameters already have a default value for the proper functioning of the campaign. To see more about its function visit Important concepts - Omnichannel Maximum Interactions per Agent Thresholds Canned Responses Enable |
Add Member
In order to add or delete agents from a campaign, the user must go to Members on the top left corner.
In the Campaigns column, select one or more campaigns to which you want to add or remove members.
Select one or more agents from the Agents column and press Add
In the Members column we will see the agents added to the campaign.
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To see more about this screen go to Members - Omnichannell |
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Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel. |
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Agent
Here we explain how the agent works with HeyNow
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In the upper right the agent will see a notification in the heynow icon, this will indicate that he has an interaction to attend, when clicking on it a box like the following will be displayed: This will indicate to the agent, the hey number from which the interaction comes, the campaign through which he is entering and the time he has been waiting. Once the agent decides to take the interaction simply click on it and go to the inbox with the open interaction: At the top of the conversation, appear:
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Next to the box where the agent will respond to the client, it contains certain icons that allow us to access the following options:
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Supervisor
Monitoring
This is where the Supervisor can control how the campaign works, agent information, number of interactions, service level, etc.
By entering to the portal as a Supervisor, we have to go to Supervisor → Campaigns → Heynow
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The table on the left down side of this section shows: Icon : Icon Agent Status . Along with the status icon you may appear: if the agent is in a phone call appears ; and if the agent is to break the break for that picture will appear . Channel Status: If the agent has an interaction opened, the logo of this one will appear in this column for SMS, Webchat, Email, Twitter. Status: Agent Status in real time. States can be Offline , Busy, Free, Free Busy in break and break ( still break any available ). Agent: Name agents members of the campaign. Completed: Number of interactions completed by agent. outbound and inbound. Active: Represents the active interactions that the agent has. Time: Time of the last change agent status |
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The table on the right down side unfolds: Number: Client's telephone number On Hold: Clients waiting time. |
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When an agent has an active interaction, the supervisor can click on it an the following options will appear: Spy Monitor screen Info Pause Chat with agent Disconnect agent |
Recording
In this section, the supervisor will see every chat interaction maded through heynow.
By entering to the portal as a Supervisor, we have to go to Supervisor → Recordings → Heynow
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Parameters for filtering
After selecting the filters, press the "Search" button, the results will be displayed in the table below: Columns
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To see the recordings simply click on one of them and a window like the following will open In it we will see above on the left, the number of the heynow from which they wrote us, on the right again the heynow number with the date and time of sending. We can also see a button to print the interaction. |