WhatsApp HeyNow


 

This document shows the different components and configurations of Heynow campaigns from uContact.

 

HeyNow Registry

 

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.

What is a chatbot?

They are automatic assistants that respond to specific customer needs.
They are used to saving costs, improving response times, extend office hours, among others.

Once you have your WhatsApp Number enabled, we can start the configuration of your campaigns in uContact.

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.

  • 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.

Both APIs can be used independently or together, and even with different numbers.

 

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.

  • Domain: web address required to connect to the API (usually provided by the provider).

  • Platform ID: associated number to connect with HeyNow (provided by the provider, may or may not be a phone number)

  • Partner Token: identification required to connect with Hey (typically provided by the provider).

Here we leave a link with the HeyNow documentation on Direct API

  • Username: provided by the provider

  • Password: provided by the provider

  • Platform ID: associated number to connect with HeyNow (provided by the provider, may or may not be a phone number)

Here we leave a link with the HeyNow documentation on Client API

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.

Strategy
Here we must select the way in which the campaign interactions. For more information, see Strategies.

Service level
The 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.

Advanced Configuration

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
Limits the number of active interactions the agent can get. The rest of the interactions wait in the queue.

Thresholds
These metrics to campaign statistics in real-time are measured in time (seconds).

Canned Responses
The campaign can have pre-written answers for your SMS interactions, this facilitates and speeds up the communication between agent-client.

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.

  1. In the Campaigns column, select one or more campaigns to which you want to add or remove members.

  2. Select one or more agents from the Agents column and press Add

  3. In the Members column, we will see the agents added to the campaign.

To see more about this screen go to Members - Omnichannell

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

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:

  • Name of the Heynow campaign.

  • Heynow ID from which interactions are received.

  • And Interaction Identifier.

Next to the box where the agent will respond to the client, it contains certain icons that allow us to access the following options:

  • 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.

By entering the portal as a Supervisor, we have to go to Supervisor → Campaigns → Heynow

The chart on the left downside 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. 
If the agent is attending more than one type of interaction, these ones will appear next to each other

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 the agent. outbound and inbound.

Active: Represents the active interactions that the agent has.

Time: Time of the last change agent status

The table on the right downside unfolds:

Number: Client's telephone number

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:

Spy
The supervisor can visualize in real-time the messages exchanged between agent-client.

Monitor screen
Allows you to view the agent screen in real-time, to see this button the option to monitor the screen must be enabled in Configuration — Agents.

Info
Displays a window with all the agent information.

Pause
The supervisor will pause the agent status.

Chat with agent
It gives us the possibility to send a message to an agent.

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.

By entering the portal as a Supervisor, we have to go to Supervisor → Recordings → Heynow

Parameters for filtering

  • Start date
    Start Date Search Heynow recordings.

  • Final date
    End of recordings that we get from the search.

  • Heynow
    Number of Heynow from which the interaction was received and we want to find

  • Subject
    From the Heynow interaction we want to find.

  • Campaign
    Select the Heynow campaigns available on the list.

  • Agent: Select the agents who attended the interaction.

After selecting the filters, press the "Search" button, the results will be displayed in the table below:

Columns

  • Date
    date and time at which the interaction was generated.

  • Heynow
    The number of Heynow from which the interaction was received.

  • Campaign
    Campaign through which the interaction entered.

  • Agent
    The agent that attended the interaction.

  • Address
    Indicates what type the interaction is, these can be Incoming or Outgoing

  • State