HeyNow WhatsApp

Owned by Maria Carina Soca (Unlicensed)
May 03, 2021
7 min read

 

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 save costs, improve 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.

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 needed to connect with Hey (usually 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

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 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.

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

Thresholds
These metrics to campaign statistics in real time, they 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 on 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.

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 it.

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

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