Working on a WhatsApp interaction

Last Updated : Mar 15, 2024 |

About this task

You can view WhatsApp interactions with customers on the Chat and Messaging widget. The widget displays all WhatsApp interactions with a WhatsApp logo. The Contact Details pane of Customer Journey displays the customer identifiers associated with the WhatsApp business account, such as phone number and email address.

Avaya Workspaces displays customer and agent messages in different colors so agents can differentiate between them.

Figure : 1. Example of a WhatsApp macro template


WhatsApp macro template


If an agent does not respond to a customer within 24 hours of the customer's last message, the agent cannot respond in the same engagement. Avaya Workspaces disables the text field in the Chat and Messaging widget and displays the following message:

24hrs passed since last message from customer.

The agent must use a new WhatsApp template from the Digital Library widget to send a message to the customer.

Procedure

  1. When you get a messaging interaction card, click the Accept Messaging Interaction icon to accept it.

    Avaya Workspaces displays the Chat and Messaging widget.

  2. To send a plain text message, in the Message customer field, type your message and click the Send icon or press the Enter key.

    The maximum word limit for a message is 2,000 words.

    The Chat and Messaging widget displays the message that you sent.

  3. To send a button message, from WhatsApp Templates in the Digital Library widget, click the required button template, and click the Send icon.

    The Chat and Messaging widget displays the buttons in the selected template.

  4. To send a macro message, from WhatsApp Templates in the Digital Library widget, click the required macro template.

    The Chat and Messaging widget displays the macros available in the template.

  5. Select the required macros in the template.

    You can select a macro of your choice. For example, select Text, Currency, or Date.

  6. Update the fields corresponding to the selected macro and click the Send icon.

    For example, if you select Currency, in the corresponding fields, you can select the currency type, for example, USD. Finally, enter the currency amount.

    Note:

    When you add text in the macro header, ensure that the text does not exceed the limit of 60 characters.

  7. To send a media message, from WhatsApp Templates in the Digital Library widget, click the required media template.

    • To send an image, select an image media template.

    • To send a video, select a video media template.

    • To send a document, select a file media template.

  8. Optional To use an emoji, click the Emoji icon and select the required emoji from the emoji window.
  9. Click the End Interaction icon to close the messaging interaction card.
Related information
Working on a messaging interaction