Create teams for WhatsApp Messaging
```mediawiki Navigation: Main_Page > WhatsApp > Messaging > Create teams for WhatsApp Messaging
Create teams for WhatsApp Messaging
With ActiveCampaign, businesses can enhance their customer communication through WhatsApp by creating different teams dedicated to handling incoming messages. This feature allows for effective routing of various message types — be it sales inquiries, support requests, or general communication — ensuring that the right team addresses the right messages, improving response times and customer satisfaction.
How to Access This Feature
To access the functionality of creating teams for WhatsApp Messaging, follow these steps:
1. Log into your ActiveCampaign account. 2. From the left-side menu, click on WhatsApp. 3. Then, select Settings.
This will direct you to the settings page where you can manage your WhatsApp messaging options.
Step-by-Step Instructions
To create, edit, or delete a team in ActiveCampaign for managing WhatsApp messages, follow these structured steps:
Creating a Team
1. Within the Settings menu, click on Teams. 2. This opens the Teams page. Click the + New team button. 3. You will be prompted to enter the following information to create the new team:
* Provide a team name.
* Type and select the users you want to add to your team.
* Select an assignment strategy. There are three strategies available:
* Round robin
* Least busy
* Default
* Optionally, decide if you want to reassign conversations if an agent does not respond within a preset time.
* To activate this function, toggle it on, and set the wait time. This option is only available when you select the Round robin or Least busy strategies.
4. After entering the required information, click Create.
Your new team will now be saved and available on the Teams page.
Editing or Deleting a Team
1. Again, navigate to the Teams page from the WhatsApp > Settings menu. 2. To update a team:
* Locate the team you wish to edit, then click on Update. * Modify the information as needed on the page. * After making your changes, click the Update button.
3. To delete a team:
* Find the team you want to remove, then click on Delete. * Confirm the deletion by clicking Yes, delete in the confirmation modal.
Configuration Options and Settings
When creating teams for WhatsApp, the following configuration options are available:
- Team Name: The identifier for the team that will be managing WhatsApp messages.
- Users: Specific individuals designated to be part of the team.
- Assignment Strategy: Method used to assign messages to team members. Options include:
* Round robin: Distributes messages evenly among all team members. * Least busy: Assigns messages to the team member currently handling the least number of conversations. * Default: A standard strategy that may be set as per your organization’s needs.
- Reassign Conversations: A toggle function that enables the reassignment of conversations if an assigned agent doesn't respond within a designated time frame.
Best Practices and Tips
- **Define Teams Clearly**: Ensure that each team's role is well defined (e.g., one for sales, one for support). This minimizes confusion and streamlines responses. - **Select the Right Assignment Strategy**: Choose an assignment strategy that best suits the team's workload and response capability to ensure effective handling of messages. - **Monitor Team Responses**: Regularly check response times and message handling to adjust team assignments or strategies as needed. - **Train the Team**: Ensure team members are well trained in WhatsApp messaging best practices to improve customer interaction quality.
Troubleshooting
If you encounter issues while creating or managing teams for WhatsApp Messaging, consider the following steps:
- Ensure you are logged into your ActiveCampaign account and have necessary permissions. - Double-check that you have entered required information correctly when creating or editing a team. - If a team does not appear, refresh the Teams page or log out and back into your account. - If the option is grayed out or unclickable, confirm that you have active WhatsApp messaging features enabled in your ActiveCampaign plan.
FAQ
1. What plans are required to create teams for WhatsApp Messaging?
This feature is available as part of the WhatsApp Messaging add-on for Plus, Professional, or Enterprise plans.
2. Can I remove a user from a team after it has been created?
Yes, you can edit the team and remove users by following the editing steps outlined in this guide.
3. What happens to messages if an agent is not available?
If configured, messages can be reassigned to available team members based on your selected assignment strategy.
4. Can I create multiple teams for different purposes?
Yes, you can create multiple teams to handle various types of inquiries such as sales, support, and general queries.
5. How do I ensure that my team is responding promptly?
Use the Reassign Conversations feature to set a wait time that will reassign messages if the assigned agent does not respond in a timely manner.
6. Is it possible to track my team's performance on WhatsApp?
While this guide focuses on team creation, you can monitor team performance through insights available in your ActiveCampaign dashboard.
7. Can I customize the assignment strategies based on team performance?
Yes, it is advisable to routinely monitor team performance and adjust assignment strategies to optimize workload management and response efficiency.
Related Features
For more information on related functionalities, consider exploring the following:
- WhatsApp Messaging: Overview and capabilities of using WhatsApp with ActiveCampaign.
- Automation: Learn how to automate responses and workflows within WhatsApp Messaging.
- User Roles and Permissions: Understand how to manage user access and roles, which can impact team management.
By creating teams in WhatsApp Messaging within ActiveCampaign, organizations can streamline customer interactions, ensuring efficient communication and overall enhanced customer experience. ```