To connect WhatsApp to Upservice, go to the "Settings" section, then go to the "Channels" tab and click the "Connect Channel" button:
Select the WhatsApp channel type:
Next, you need to enter the "Channel name" and "WhatsApp phone number" . After that you need to click the "Request a QR code" button, after which you will be redirected on the next page where you need to scan the QR code displayed on the screen from your mobile phone.
After scanning the QR code, you must fill in the following fields:
- Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
- Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
- Managers — company employees who will communicate with the users of your site;
- Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;
To set up the operators' working hours, drag the "Channel operating hours" slider to the right.
In the working hours settings, select the Time zone that will correspond to the working schedule of your company. It is important to select the time zone that matches the location of your office or the place where you provide services.
Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":
Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":
If you work 24/7, set the time from 12:00 AM to 12:00 PM. To specify lunch time, set two time intervals: morning and until lunch, and after lunch and until the end of the workday.
If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.
Auto-response for the customer - an auto-reply is an excellent feature for those who have a constant influx of requests from clients and may not have time to process everything at once. The auto-reply will be sent automatically after the client's message, after the amount of time that you specify. It depends on the operator's SLA time. Let's set the operator's SLA to 5 minutes, for example.
In this case, if the operator did not manage to answer the client within 5 minutes, then the auto-reply will be sent to them automatically:
Set up Feedback from your clients.
To do this, activate the "Feedback" slider and specify the time — after what period the system will automatically ask to evaluate the quality of the consultation provided. The evaluation will be sent after the time you specified into the contact, counting from the last message of the client. But if the creation of tickets for this channel is connected, then the evaluation will be sent after you close the ticket with this contact.
Then we click on the "Save" button and our channel will be successfully saved:
Now the client can write to you in the WhatsApp application and you will see his messages in Upservice:
WhatsApp connection is a paid service, the rates for which you can find on our website.
But it's worth noting that when connecting 5 or more employees, 1 WhatsApp number is free. You can contact us during business hours (Mon-Fri: 9:00-18:00 UTC +3) to clarify any questions you may have.