How To Handle Transactions
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Table of Contents
Receive Chat
Auto Assignment Mode
- When customers start a chat, the transaction will be assigned to the available agent in the inbox.
- The agent can accept and start chatting with customer.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4080459/1716441214540-Screenshot2B2024-05-232Bat2B1020240523-60-4mwawk.png)
Manual Assignment Mode
- When customers start a chat, the transaction will be in waiting status.
- Supervisors can use Assign button to assign the chat to an agent.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4080460/1716441542964-Screenshot%2B2024-05-23%2Bat%2B10.18.36_AM.png)
Note:
- Agent Capacities applies to both Auto and Manual assignment mode, ensuring balanced workloads for agents regardless of the assignment mode.
- Agents will be assigned transactions precisely according to the capacities defined for them.
- A warning message will be displayed if an admin or agent attempts to assign more transactions than the defined capacities.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4153792/Screenshot2B2024-06-132Bat2B1020240615-63-tu8wup.png)
Upload and Send Files
Agent can attach and send files to customers in the following formats:
- JPG, JPEG, PNG, MP4, PDF, DOC(X), PPT(X), XLS(X)
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098617/1716781862602-Screenshot%2B2024-05-27%2Bat%2B8.47.51_AM.png)
Use Canned Response
There 2 methods to use canned responses:
- Agent can use organizational / personal responses via Canned Response button
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098619/1716782129513-Screenshot%2B2024-05-27%2Bat%2B8.54.59_AM.png)
- Agent can type /<Short-cut> in the chat box
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098620/1716782580388-Screenshot%2B2024-05-27%2Bat%2B9.02.44_AM.png)
Transfer Chat
- Agent can use the Transfer button to transfer an active chat to another agent or inbox.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098623/1716782880585-Screenshot%2B2024-05-27%2Bat%2B9.07.39_AM.png)
End Chat
- Agent can use the End button to manually end an active chat.
- The system will automatically close an active chat after 24 hours since the last response from the customer.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098624/1716783252620-Screenshot%2B2024-05-27%2Bat%2B9.13.59_AM.png)
WhatsApp Back Function
- Go to an ended transaction
- Click WhatsApp Back button
- WhatsApp Back button is located in two different positions:
- On the bottom of the screen
- Or on the top right corner of the screen
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098627/1716783511602-Screenshot%2B2024-05-27%2Bat%2B9.18.18_AM.png)
- A pop-up window will appear
- Select inbox
- Select Message template
- Input variables (if any)
- Check preview message
- Preview Message section supports the following button types:
- Quick reply buttons
- Custom
- Call-to-action buttons
- Call on WhatsApp
- Call Phone Number
- Copy offer code
- Visit website
- Static
- Dynamic
- Quick reply buttons
- Click Send
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4156599/Screenshot2B2024-06-152Bat2B520240615-54-3z4b6120240617-78-prt8mc.png)
Using Media Headers in WhatsApp Templates
WhatsApp templates support headers with media types, enhancing the messaging experience. The supported media types include:
- Image
- Video
- Document (PDF format only)
Agents can upload media files directly within the message template through the portal when sending WhatsApp messages.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4153800/Screenshot2B2024-06-152Bat2B520240615-90-woe16d20240615-113-8nopgw.png)
- The system will initiate a WhatsApp message to the customer, and the status will be marked as “Waiting.”
- The transaction will be assigned to an agent only after the customer responds to the message.
- Upon acceptance of the chat by the agent, communication with the customer will proceed as usual.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098646/1716784348831-Screenshot%2B2024-05-27%2Bat%2B9.32.14_AM.png)
- Users are unable to initiate a WhatsApp Back action for a customer with an ongoing transaction.
- Clicking the WhatsApp Back button prompts a popup notification indicating the existence of an active transaction.
- Users have the option to click on the TXN UUID to navigate directly to the active transaction.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098649/1716785084054-Screenshot%2B2024-05-27%2Bat%2B9.44.32_AM.png)
- When an agent triggers a WhatsApp Back, they become the designated transaction assignee, meaning they are automatically assigned to the WhatsApp Back transaction.
- To trigger WhatsApp Back, agents must have both the Contact Center Add-on and the WhatsApp Add-on licenses assigned to them.
- Additionally, agents do not need to select an inbox when triggering a WhatsApp Back. The transactions will be directly linked to the inbox of the expired WhatsApp conversation that initiated the WhatsApp Back.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4153802/Screenshot2B2024-06-152Bat2B520240615-63-o9q608.png)
If an agent triggering a WhatsApp Back reaches their WhatsApp capacity limit, the system will prevent them from proceeding and display an error message.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4153804/Screenshot2B2024-06-152Bat2B620240615-60-8niv7g.png)
Outbound WhatsApp Messages
Our system also supports sending outbound WhatsApp messages to customers who have never contacted the organization. Follow these steps to send a WhatsApp message:
- Click Create
- Select Send WhatsApp message
- A “Send WhatsApp Message” popup will appear
- Select the Sender ID
- Select the WhatsApp inbox
- Select the Destination
- Select the Template
- Click Send
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4154253/Screenshot%2B2024-06-17%2Bat%2B12.21.09_AM.png)
Note:
- To send outbound WhatsApp messages, users must have both the Contact Center and WhatsApp Add-on license assigned.
-
Select WhatsApp Inbox
- Agents can only select from their assigned WhatsApp inboxes
- The outbound transaction will be listed under the selected inbox
-
Assignee:
- The agent who triggers the outbound WhatsApp message will be the assignee of that transaction.
- If the agent has reached their capacity limit, the system will not allow them to send the WhatsApp message and will display a warning message, similar to the WhatsApp Back feature.
-
Destination WhatsApp Number:
- Saved WhatsApp numbers in Manage Contact
- Input new number
- If the destination number is not linked to a WhatsApp account, an error message will be displayed: “The message failed to be sent because the number is not linked to any WhatsApp account.”
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4154885/Screenshot2B2024-06-172Bat2B320240617-90-nc4fs9.png)
Check WhatsApp Transaction History
- Users have the ability to review all WhatsApp transactions within the inbox, including comprehensive details for each transaction.
![](https://static.helpjuice.com/helpjuice_production/uploads/upload/image/15042/4098650/1716785156413-Screenshot%2B2024-05-27%2Bat%2B9.45.47_AM.png)
Note:
Supervisor can access all the inboxes, while Agent can only access their assigned inbox(es).