Set up WhatsApp Agent Capacity - Whole Organization 

Follow these steps to setup Agent Configuration for your organization:

• Go to Phone System
• Select View - System
• Go to Omnichannel - General
• Under the section “Agent Configuration”, user will see Focus Mode & Agent Capacities

Focus Mode

• Enable if you want agents to focus on either Calls or Chats.
  • Agents will not receive calls if they are handling one or more chats.
  • Agents will not receive chat assignments if they are on a call.
• Disable if you want agents to receive both Calls and Chats simultaneously.
  • The default value is Disabled

Agent Capacities

• Set the maximum number of conversations that an agent can be automatically assigned
• Users can edit agent capacities by clicking on the Edit button:
• Default values are as follows: 
  • Live chat: 3
  • Support ticket: 5
  • WhatsApp: 5

Chat Inactivity Action 

• Auto-end assigned chat after a period of inactivity (hours):
• Owner/Admins can set up auto-end assigned chat after a period of inactivity.
  • WhatsApp: Configurable from 1 to 1440 minutes.
     
• Auto-end waiting chat after a period of inactivity (hours):
• Owner/Admins can also configure auto-end waiting chat after a period of inactivity.
  • WhatsApp: Configurable from 1 to 1440 minutes.

Set up WhatsApp Agent Capacity - Custom Setting

• Go to Phone System
• Select View - Everyone
• Select a user
• Go to Agent Configuration
• Select Follow Custom Setting
• Select the desired number of transactions for WhatsApp
• Click Save

Create Canned Response - Whole Organization

• Go to Phone System
• Select View - System
• Go to Omnichannel - Canned Response
• Click Create
• Select type WhatsApp
• Input 
  • Name
  • Short-cut
  • Content
• Click Create

Once created, the canned response can be edited or deleted.

Create Personal Canned Response - User Level 

To create a canned response that will be used by a specific user only: 

• Go to Phone System
• Select View - Me
• Select Canned Response
• Click Create
• Select type WhatsApp
• Input 
  • Name
  • Short-cut
  • Content
• Click Create

Once created, the canned response can be edited or deleted.