Customize your team's WhatsApp Messaging inbox

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Customize your team's WhatsApp Messaging inbox

Introduction

The Customize your team's WhatsApp Messaging inbox feature in ActiveCampaign allows users to tailor the functionalities of their WhatsApp messaging system. This customization is significant because it enables teams to enhance their customer interactions, streamline workflows, and maintain consistency in communication. By configuring the inbox settings, businesses can optimize their messaging experience to better suit their operational needs.

How to Access

To access the customization features for your WhatsApp Messaging inbox, follow these steps: 1. Navigate to the WhatsApp section in the left menu of ActiveCampaign. 2. Click on Settings.

Once in the settings, you will be able to adjust various options that influence how your team engages with customers through WhatsApp.

Step-by-Step Instructions

Here’s a detailed guide on how to customize your WhatsApp Messaging inbox:

1. **Access WhatsApp Settings:** As previously mentioned, click on WhatsApp in the left menu, then select Settings.

2. **Navigate to Inbox Settings:** Under the Inbox config. section, click on Inbox settings.

3. **Modify Inbox Settings:**

  - The Inbox settings page will display various toggles for customization options.
  - Here are the settings available for modification:

      * **Add a sender’s name before a message:** This option, when enabled, will ensure every message sent to a contact will start with the sender’s name, followed by the message content.
     
      * **Can team members marked as Agent see all conversations?:** This setting is automatically set to On. If it is not, only Managers will have the visibility to all conversations, while Agents will only see conversations assigned to them.
     
      * **Automatically close conversations?:** By default, this is set to On, closing conversations after 24 hours. Users can adjust this timeframe by typing in a new number or using the arrows to set the desired amount of hours. To turn off this feature, simply click the toggle.
     
      * **Assign first responder as the contact’s default assignee?:** If enabled, the conversation will be assigned to the first person who responds. This is especially useful for Sales teams, ensuring conversations are quickly handled.
     
      * **Archive a conversation when closing them?:** With this option selected, conversations that are marked as "closed" will automatically be archived. If the contact messages later, the conversation will be unarchived. For further information, refer to the [Archive a WhatsApp conversation](https://help.activecampaign.com/hc/en-us/articles/21826200917660).
     
      * **Automatically send customer satisfaction question after conversation?:** If this option is set, an automated customer satisfaction (C-SAT) question will appear after agents mark a conversation as "Resolved." The question will not be sent if the inactivity period exceeds the number set or if the conversation isn’t "Closed." More details can be found in the [Create a C-SAT survey for your WhatsApp conversations](https://hilos.io/docs/en/user/getting-started/use-cases/support/support-for-admins/support-automation/c-sat).

4. **Save Changes:** After making your desired adjustments, click the Save changes button to apply your settings.

Configuration Options

The ability to customize your WhatsApp Messaging inbox relies heavily on the following key configuration options: - **Add a sender’s name before a message** - **Can team members marked as Agent see all conversations?** - **Automatically close conversations?** - **Assign first responder as the contact’s default assignee?** - **Archive a conversation when closing them?** - **Automatically send customer satisfaction question after conversation?**

These settings are crucial for tailoring your messaging approach to fit your team's operational style and customer relationship management practices.

Best Practices

When customizing your team's WhatsApp Messaging inbox, consider the following best practices: - **Keep your communication clear:** Using the sender's name at the beginning of messages can enhance clarity and improve customer relationships. - **Utilize the agent visibility setting:** Ensure agents can see pertinent conversations, fostering a team-oriented approach to customer service. - **Set appropriate closure times:** Review your typical response times to set an optimal duration for automatically closing conversations. - **Leverage customer feedback:** Use the C-SAT question to gain insights into customer satisfaction, which can guide future improvements.

Troubleshooting

If you encounter issues while customizing your WhatsApp Messaging inbox: - Ensure you have the appropriate permissions to alter settings. - Check if you have saved any changes after adjustments, as unsaved changes will not be applied. - If options do not behave as expected, try logging out and back in to refresh your session.

FAQ

1. **What happens if I do not enable the sender's name option?**

  - Without this setting, outgoing messages will appear without the sender's name, which might make it less personalized.

2. **Can agents see conversations assigned to other agents?**

  - If the option to allow agents to see all conversations is turned off, they can only view conversations that are directly assigned to them.

3. **How can I adjust the duration for automatically closing conversations?**

  - You can change the duration by typing a new number or using the arrows in the settings section under Automatically close conversations?.

4. **What should I do if I accidentally archive a conversation?**

  - If a conversation is archived, it will automatically be unarchived the next time the contact messages again.

5. **Is the C-SAT question customizable?**

  - Yes, you can create and modify the customer satisfaction question that is sent after a conversation is marked as "Resolved".

6. **How do I ensure conversations do not close too quickly?**

  - Adjust the Automatically close conversations? toggle and set a longer timeframe to prevent premature closure of conversations.

7. **What notice should agents have regarding closed conversations?**

  - Agents should be informed that closed conversations that are re-engaged by the contact will automatically unarchive.

By following this guide, you can effectively customize your team’s WhatsApp Messaging inbox and enhance your customer communication strategy on ActiveCampaign. ```