WATI Dashboard & Features | WATI WhatsApp | WATI WhatsApp API #watiwhatsapp #whatsappbusiness

Introduction to Watty Software

This section provides an introduction to the Watty software and how to log in. It explains that users can access Watty through their computer, laptop, or mobile device.

Logging into Watty

• Users can log into Watty using their login credentials.

• The software displays the user's name and email ID.

• The user's business number, which is used for WhatsApp API conversion, is also shown.

Features of Watty Software

This section highlights the main features of the Watty software, including the team inbox, contacts management, broadcast messaging, and automation.

Team Inbox

• The team inbox is where all incoming customer messages are received.

• Multiple team members can log into the software and access the team inbox together.

Contacts Management

• Users can add contacts from their existing system using an Excel file.

• All added contacts will be displayed in this section.

• Broadcast messages can be sent to these contacts.

Automation in Watty Software

This section focuses on automation features in Watty software and how they can be used to set up automatic responses based on keywords.

Automation Setup

• Users can create automation rules based on specific keywords.

• Automated responses can be triggered when customers use certain words or phrases.

• Examples include sending welcome messages or providing pricing information instantly.

Customer Interactions in Team Inbox

This section explains how customer interactions are managed within the team inbox of Watty software.

Customer Messages in Team Inbox

• When a customer sends a message to the primary business number, it appears in the team inbox.

• Initially, the team inbox is empty for new users.

• As customers send messages, they will start appearing in the team inbox.

Live Chat with Customers

• Agents or employees can click on a customer chat in the team inbox to start a live chat.

• They can respond to customer queries, attach files, and use emojis or stickers.

Bot and Agent Interactions

This section discusses the distinction between bot responses and live agent interactions within Watty software.

Bot Responses

• When automation rules are triggered, bot responses are sent to customers.

• The name of the bot is not mentioned in the chat interface.

Live Agent Interactions

• If no automation rule is triggered, customer chats appear in the team inbox without any bot indication.

• Agents can engage in live chats with customers by clicking on their chats in the team inbox.

Chatting with Customers in Varti

This section explains how to chat with customers using the Varti platform. It covers features such as replying to customers, transferring chats between agents, and managing conversation statuses.

Replying to Customers

• When a customer sends a message, both the customer and the agent can see the entire chat history.

• Agents can reply to customers directly from the Varti platform.

• The agent can mark a conversation as solved or pending, or leave it open for further updates.

• If an agent is unable to answer a specific query, they can transfer the chat to another agent.

Transferring Chats Between Agents

• Agents can easily transfer chats from one agent to another within Varti.

• The transferred chat will be seamlessly passed on to the new agent without the customer's knowledge.

• The new agent can log in and continue chatting with the customer.

• Once done, they can mark the conversation as solved or transfer it back to the original agent.

Time Limit for Live Chat

• When a customer initiates a chat, there is a 24-hour window for agents to respond.

• If a customer stops responding during this time, agents still have 24 hours to answer their queries.

• After 24 hours of inactivity from the customer, the chat will expire and fall under the "expired" category.

Expired Chats and Closed Conversations

• Expired chats are marked as closed conversations in Varti.

• In expired chats, agents cannot send live chat messages but can only send broadcast or template messages.

• However, if a customer responds again, the chat automatically reopens for live chatting.

Team Inbox and Contacts Library

• The team inbox is where agents interact with customers through live chat on Varti's platform.

• In the team inbox view, agents see incoming messages on the left and customer information on the right.

• Agents can add additional information about customers, create notes, and save them for future reference.

• The contacts library in Varti serves as a contact management system for agents.

Conclusion

This section summarizes the key points covered in the transcript regarding chatting with customers using Varti.

• Agents can easily reply to customers and transfer chats between agents within Varti.

• There is a 24-hour time limit for live chat responses, after which expired chats are marked as closed conversations.

• Agents can still view the entire conversation history of closed conversations but cannot reopen them on their own.

• The team inbox provides a centralized platform for agents to interact with customers through live chat.

• The contacts library serves as a contact management system for agents, allowing them to add additional information and create notes for future reference.

Broadcast Messages and History

This section explains how to send broadcast messages to customers using the Varte platform. It also covers the broadcast history feature.

Sending Broadcast Messages

• To send a broadcast message, go to the broadcast option in the Varte platform.

• Three main features are available: broadcast history, messaging limit, and scheduling broadcasts.

• In the broadcast history, you can view the performance of past broadcasts, including the number of messages sent, delivered, read, and failed.

• The messaging limit depends on your business tier (tier one: 1000 customers per day, tier two: 10,000 customers per day, tier three: 300,000 customers per day).

• You can schedule broadcasts in advance by specifying the date and time and selecting the target audience.

Creating Broadcast Messages

• Before sending a broadcast message, it needs to be approved by WhatsApp.

• Start by creating a draft of your broadcast message.

• Once created, submit it for approval by WhatsApp.

• If approved, you can then send it out as a broadcast to your customers.

• If rejected by WhatsApp, you will need to create a new message and get it approved before sending.

Creating Broadcast Messages

This section provides details on how to create a broadcast message using Varte's platform.

Customizing Broadcast Messages

• When creating a broadcast message:

• Name your message

• Choose a category

• Select your preferred language

• Decide on a header type (image/video/document)

• Write the body of your message

• Add footer options and buttons

• A preview of your broadcast will be shown for review before submission.

Automations in WhatsApp

This section discusses automation features available in Varte's WhatsApp platform.

Default Action

• Set your working hours to inform customers when your team is available.

• If a customer sends a message outside of working hours, an automated response will be sent, indicating the team's unavailability and suggesting specific contact hours.

Automated Responses based on Keywords

• Configure automated responses based on specific keywords used by customers.

• For example, if a customer uses the keyword "hello," an automated welcome message can be sent.

• You can define your own keywords and corresponding responses.

Flow Builder (Chat Bot Builder)

• Varte offers a flow builder or chat bot builder for creating customized chat bots.

• Chat bots can provide automated responses based on predefined flows.

• Different chat bots are available for various business categories and types.

New Section

In this section, the speaker introduces the concept of using a chatbot to automate customer interactions on a website or through WhatsApp messages.

Introduction to Chatbots

• A chatbot can be used to automatically reply to customer messages instead of relying on human agents.

• By building a chatbot, businesses can provide automated responses to customer inquiries and streamline communication.

• The speaker demonstrates how easy it is to build a chatbot using Invati's drawing board interface.

• The chatbot can be customized with pre-set responses based on different customer options.

• This automation allows for fully automated conversations with customers, regardless of language or chosen options.

New Section

In this section, the speaker explains how to create conversation flows and automate responses using a chatbot.

Creating Conversation Flows

• When a customer sends a message, the chatbot can start by greeting them and asking follow-up questions.

• Multiple options can be provided for customers to choose from, such as placing an order or tracking an existing order.

• Depending on the chosen option, the chatbot will respond accordingly with pre-determined replies.

• The entire conversation flow is automated, allowing for efficient and consistent communication with customers.

New Section

In this section, the speaker discusses additional features available in Wati's platform for managing and analyzing chatbot performance.

Analytics and Performance Tracking

• Wati provides a dashboard that offers comprehensive analytics for businesses using their platform.

• Users can track metrics such as message volume, open rates, resolution rates, and conversation types (customer-initiated vs. business-initiated).

• The dashboard also provides insights into employee performance metrics like response times and resolution rates.

• Businesses can monitor their overall messaging performance and make data-driven decisions to improve customer interactions.

The transcript is already in English, so there is no need to translate the content.