Social Channel
Overview
Social is a channel that will support social media platforms. The Social messaging integration broadens the chat support options for consumers by enabling a chat channel for agents to receive and handle new chat support sessions from consumer's social media accounts.
Agent Experience
Agents can receive an incoming Social support request in the Agent Adapter and send/ receive the following during the Social support session:
Messages
Images
Videos
Social Channel CRM Updates
When an incoming social interaction is connected, the CRM record is created or updated.
The following information is posted to the CRM record if available:
Chat ID, language, Chat ended.
Pictures and videos sent by the consumer.
The chat transcript includes all messages sent by the consumer, the agent, and the system.
Social Channel Real-time Reporting Overview
On the Dashboard Landing Page a Social tile will display.
This will take you to Dashboard > Chats with the Social filter applied.
Monitoring Pages
Social media platform interactions can be monitored on the following monitoring pages by the Queue name.
The Queue column will identify then social channel queues by name.
For example, WhatsApp Chat- WhatsApp English Support.
Chats: Connected, Queued, and Completed
Real-Time Dashboards
Social interactions can be monitored on the following Real-time Dashboards by applying the Queue > Social filter and selecting the available social platforms.
Dashboards > Performance Metrics
The dashboards will populate with the Social filter related data.
Social Channel - Admin Config and Queue Settings
Social Platform Accounts
Each integration makes use of a single (1) social media account that consumers can contact.
Admin Configuration for Social Media Platforms
Go to Settings > Developer Settings > Social Media Platform.
If no platforms are available a message appears to "Contact your CCAI Platform representative to add your social media support platform."
Under Social Media Platform, a list of your onboarded social media platforms appears. The social media platform status will be available or unavailable.
Toggle the switch to On.
Create a Social Queue
Social queues can have a single queue structure or a set of nested queues.
For multi-language queues, set up a top-level queue for each language so consumers are first prompted to select a language.
::: warning When naming your queues, you cannot use protected SMS command words in queue names (see list below).
An error warning appears if you try to name the queue with a protected term. :::
STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT
START, YES, UNSTOP,
HELP, INFO
Command words for EXIT (configurable on Chat settings page)
Command words for BACK (configurable on Chat settings page)
Adding and editing Social queues
Go to Settings > Queue > WhatsApp.
Click Edit.
If you have queues set up in another channel (IVR, Mobile, or Web), you can copy their structure by clicking Copy Queue From. This replaces any existing queues in the new channel.
To create a new queue, click into the New Item line and type the first queue name.
To create additional queues:
Press enter to create a new queue below.
Press enter + tab to create a branch or leaf queue.
Press shift + tab to go back.
To delete a queue, click X next to the queue name.
To move queues up or down, click on the grid icon next to a queue name and drag to the new location.
Click Done to save your new queue structure.
Social Channel Queue Level Settings
Go to Settings > Queue.
Choose your preferred Social channel queue.
Click Edit.
Configured queues and the queue menu level settings panel displays.
::: important Once your Social queue is set up, the side panel may display the following settings (depending on what is enabled).
Channel Settings
At least one agent must be assigned to a queue for the queue to be enabled.
Agents can only be assigned to a leaf queue.
Select the Channel.
For WhatsApp only Chat will be available.
Click Assign Agents.
Select Cascade Group or Percent Allocation.
Click Save.
Click Back to Settings.
Queue menus are set up and ready to use when the color turns from red to white
Target Metrics
These metrics can be enabled by toggling the switch to On.
Chat Service Level Target: Tracks call percentage of chats answered within the set time frame. Target inherited from Global Settings.
Chat Concurrency: Goal number of chats handled by an individual agent at a time. Used as the default target for all queues and can be overridden for each queue (Settings > Queue). This target is displayed on the Chat dashboard.
Click Save Target Metrics.
Queue Priority
When an agent is assigned to multiple queues, interactions from higher priority queues will get routed to the agent first. See Queue Priority for the routing order.
Toggle this switch to On to set the queue priority.
Click Save Queue Priority.
Hide Selection from Menu
Toggle the switch to Hide to remove this option from the menu.
This selection's direct access points (DAPs) will still be available.
Custom Chat Configuration
The following settings can be enabled by toggling the switch to On.
Once the following settings are enabled, click Save Custom Chat Configuration at the bottom of the this settings section:
Unanswered Message Chat Expiration (during hours of operation): Maximum duration an unanswered chat remains in queue before it expires. This value can be set between 1 and 10080 minutes.
Unanswered Message Chat Expiration (during After Hours): Maximum duration an unanswered chat remains in queue before it expires. This value can be set between 1 and 10080 minutes.
Message Chat Timeout: The Maximum elapsed time before an inactive chat is ended. Inactive Chats are automatically expired after 7 days. This value can be set between 1 and 10080 minutes.
Inactive Message Chats: The Inactive Chat settings are designed to assign a time limit for inactive chats, allowing both human and virtual agents to dismiss inactive chats that exceed this threshold. See Dismiss Inactive Chats.
Once this is toggled to On, you can set the:
Dismissal timer: Set the time for the chat to be dismissed when the end user has been inactive for a certain number of minutes. This value can be set between 1 and 10080 minutes.
Then select the Dismissal Method:
Agents dismiss chats manually: Presents agents with the option to dismiss a chat. This option is only available for chats with human agents.
Auto dismiss inactive chats: Chats are automatically dismissed when the threshold is reached and the chat is placed back in the queue until the consumer responds.
Dismissed chat auto response (Messaging only)*Required:
Provides a notification to the consumer before the chat is dismissed and to indicate how much notice is given prior to dismissal.
Enter your message in the text box. This is a free text entry field with a 918 character limit.
Suggestion: We have not heard from you in a while. This chat session is closed, reply to this message to start a new chat. [agent name] has left the conversation.
Chat has ended auto response
To enable a chat termination auto response toggle the switch to On.
Enter your message in the text box. This is a free text entry field with a 918 character limit.
Menu Keywords
This setting allows you to select a queue by entering custom key words. When the keyword is entered by the consumer, they are taken directly to that queue. For example, assign the keyword "pay" to the payments queue.
Check the box for Enable Menu Keywords.
Enter queue words for the queue. *Use a comma or space to separate key words.
Click Assign Menu Keywords.
Messaging Chat System Messages
To configure the automatic chat messages (Greeting Message and After Hours Greeting Message):
Click the Messages System ^ to expand the settings.
To enable, check the box next to Enable greeting message.
To skip it during After Hours, check the box Skip greeting message after hours.
Enter your Greeting Message in the text field (918 character maximum) .
Suggestion: Hello! Thanks for reaching AV WhatsApp Support. Please select an option to continue. You can reply with the number or the selection title.
To enable an after hours message, check the box next to Enable after hour message. This message is sent when an incoming message is received outside of the Operation Hours.
Enter your After Hours Greeting Message in the text field (918 character maximum).
Click Save.
Messaging Phone Number Settings
To verify the phone number assigned to this queue, click Phone Number Management.
::: important Currently only inbound WhatsApp phone numbers are available. :::
The Phone Number Management page will allow you to select, add, and save WhatsApp phone numbers.
To Add and Verify a phone number:
On the Phone Number Management page, click Add a Number.
Add the unique phone number, including country code. Note: Leave Set as the global outbound number unchecked. Add a Label that helps you identify the number.
Select your new phone number and click Verify. A number must be verified before you can assign it to a queue. Once the system has verified a phone number, the status is displayed as, Verified for WhatsApp.
Incoming Messaging Numbers
This section of the settings allows you to view, add, and remove assigned numbers.
To add an assigned number:
Click the Please select a phone number drop-down.
Assigned numbers will be listed in the drop-down.
To assign a number, click Add Number.
To remove an assigned number, click the x next to the assigned number.
Social Platform: Whatsapp
WhatsApp can be configured as a dedicated Social channel through which your agents can receive WhatsApp support sessions from consumers.
Currently WhatsApp messages cannnot be transferred to another Chat queue.
Consumer Experience
Receiving support through WhatsApp is like any other messaging experience.
A consumer sends a message to your incoming Social channel phone number. If your WhatsApp queue has multiple menu options, the consumer receives navigation instructions. An agent assigned to the queue responds to the consumer.
Agent Experience
Agents can receive an incoming Social support request in the Agent Adapter and send/ receive the following during the Social support session:
Messages
Images
Videos
Standard Reports
View WhatsApp data using Standard Reports where WhatsApp can be selected as a Session Type to generate session specific reports and can be viewed as an interaction type (Chats - WhatsApp:initiated via WhatsApp) in the downloaded reports.
In the following Standard Reports WhatsApp will be available in the downloadable reports as an Chat Type.
Reports > Agents and Teams: Performance Metrics Report, Agent Status Summary and Timeline Reports, Individual Chat History Report
Reports > Queues: Performance Metrics Report, Individual Chat History Report, All Queued Interactions Reports, Queue Summary - Distinct Interactions Report, Queue Summary - All Interactions Report, All Handled Interactions
Reports > Calls and Chats
A new selection option, Messaging (Whatsapp), is available under the Select Chat Types section to to create Whatsapp Chat Session Type in the following reports: Dispositions Report, Individual Chat History Report, Performance Metrics Reports
WhatsApp in the CRM
All WhatsApp chat transcripts will be saved in CRM tickets, including multi-language chat transcripts and consumer answers.
The chat transcripts for each Whatsapp session will be uploaded to the CRM tickets at the below instances:
Chat Dismissal
End of the chat session
Chat Dismissal Warning Sent
Chat Dismissed
Chat Terminated/Ended: With comments for how it ended: Chat session ended by the agent, Chat session ended by the consumer, Chat session ended due to timeout, Chat session ended due to expiration in queue, Chat session ended due to failure.
Monitoring and Reporting
Monitor WhatsApp chat performance via Real-time Dashboards (filter by WhatsApp) and on Monitoring Pages.
For more information see title_title.
Social Platform WhatsApp Global Settings
Enable Global Settings for WhatsApp
Go to Settings > Social > WhatsApp.
The following settings are available for configuration.
Inactive Chats
Switch the toggle to On to enable the option to dismiss inactive chats automatically or manually after a set threshold.
Dismissal Timing: These settings indicate the number of minutes of consumer inactivity that will change the chat status to "Inactive" for both Human Agent chats and Virtual Agent chats. This value can be set between 1 and 10080 minutes, and cannot exceed the Chat Timeout setting.
See Dismiss Inactive Chats for more details.
Dismissal Method: These settings indicate how an inactive chat with a Human Agent is dismissed. Inactive chats can be dismissed manually by the Human Agent or automatically dismissed by the system. Also used to set how much notice (in minutes) the consumer is given before the chat is dismissed.
Agent target chat response time
Set the threshold the agent has to reply to messages. Once the time entered is reached, the agent will see UI cues prompting them to respond. Admins can also report on the number of occurrences when the threshold is exceeded. See Agent Chat Response Time for details.
Queue selecting state Chat Expiration
The queue selecting state is when the consumer is deciding which queue to enter. For example, if the chat message indicates press 1 for Support, 2 for Sales.
Maximum duration a chat remains in the queue selecting state before it expires. This value can be set between 1 and 10080 minutes.
Unanswered WhatsApp Chat Expiration (during hours of operation): Maximum duration an unanswered chat remains in queue before it expires. This value can be set between 1 and 10080 minutes.
Unanswered WhatsApp Chat Expiration (during hours of operation): Maximum duration an unanswered chat remains in queue before it expires. This value can be set between 1 and 10080 minutes.
WhatsApp Chat Timeout: This is the maximum time before an inactive chat is ended. This value can be set between 1 and 10080 minutes.
For compliance purposes, inactive chats are expired after 7 days.
Click Save Global Chat Settings.
WhatsApp Consumer Commands
(Only applicable if menu navigation has been setup) See menu commands
Command for Back - Enter custom commands for consumers to navigate back to a higher level in the menu.
Command for Exit - Enter custom commands for consumers to end the chat.
Enter command words then click Set Commands.
Messaging Phone Number Settings
To verify the phone number assigned to this queue, click Phone Number Management.
::: important Currently only inbound WhatsApp phone numbers are available. :::
The Phone Number Management page will allow you to select, add, and save WhatsApp phone numbers.
To Add and Verify a phone number:
On the Phone Number Management page, click Add a Number.
Add the unique phone number, including country code. Note: Leave Set as the global outbound number unchecked. Add a Label that helps you identify the number.
Select your new phone number and click Verify. A number must be verified before you can assign it to a queue. Once the system has verified a phone number, the status is displayed as, Verified for WhatsApp.
Languages and Messages
The following global settings for WhatsApp are available at Settings > Languages and Messages > WhatsApp Messages
Global Messages
The following settings are to configure the dismissal messages sent to consumers around chat expiration.
Chat dismissal warning message
This message will be sent to consumers just before the chat is about to be dismissed. To insert the remaining time before the chat is dismissed, use the @{TIME_UNTIL_DISMISSAL} variable.
In the text field box, type your desired message text.
Suggestion: Are you still there? Please respond in the next @{TIME_UNTIL_DISMISSAL} minute(s) or the chat session will be closed.
Chat dismissal auto response message
This message will be sent to consumers who have responded to an expired (dismissed) chat.
In the text field box, type your desired message text.
Suggestion: We have not heard from you in a while. This chat session is closed. Reply back to this message to begin a new chat.
Chat termination auto repsonse message
This message will be sent to consumers when the chat session is terminated.
In the text field box, type your desired message text.
Suggestion: The chat session has ended. Thank you for contacting us.
Click Save.