How Wazzup works through Open Channels

Working principle

To be the first to write to a client, go to your lead’s, contact’s or deal’s card in the CRM section.

In the top right part of the card, click the “Wazzup” button. An additional dialogue window will open, and a chat with the client will start. Apart from files and images, you can receive the following from the client:geo tags as links to Google Maps, voice messages and contact cards in the form of plain text. To send a document or an image, use the “Attach” button. Messages are sent using the Enter key.

After creating the chat, an OC chat window will apear in the card.

On pressing this button, you will be directed to an OC dialog box. To participate in the dialogue, press “Join”.

How to add and configure an Open Channel

The OC settings can be found in the “Contact Center” section. All communication channels highlighted in green and marked with a green tick are connected to OC.

To configure Wazzup to work through OL, click on the “Wazzup:WhatsApp”  or “Wazzup:Telegram” communication channel. A window will appear. Click “Configure” there.

Every employee in a company has their own area of responsibility and access level. For example, employees and their superiors can have different levels of access to the information about deals and clients. First, determine the roles, i.e. specify data access levels. Then assign these roles to employees, departments or groups as required. Find out more about creating and assigning roles from the site of Bitrix.

By default, the system offers the roles of an employee, a head of a department, a director, and an administrator. You can change those or add any number of your own roles.

Upon connecting Open Channels, by default, the “Send automatic reply to client’s first message” setting is enabled. Go to the “Automatic actions” section and disable it. This will let you avoid spamming your clients within Instagram, Telegram and WhatsApp channels with automatic messages.

You can add other OC in the “Contact Center”, too:

The rest of OL settings can be made according to your preferences.

Automatic Instagram field creation

If you have set up the integration through Open Channels, the client’s card will not have a field to specify the client’s nickname on Instagram. To make it appear, enable the automatic creation of leads or contacts upon receiving the first incoming message. The Wazzup system must automatically create and fill in the Instagram field at least once.

Go to the integration settings in your Wazzup personal account and disconnect the channel from Open Channels:

Choose which section to automatically create the card in when a message arrives:

Save the changes.

Upon receiving the first incoming message, the corresponding contact or lead with the Instagram field will be created. This field can be filled in manually, too. It is necessary to put a @ before the nickname.

Now you can connect to Open Channels again and cancel the automatic creation of leads or contacts.