User

Overview

The digital communication landscape is evolving rapidly, with WhatsApp emerging as a dominant platform for businesses to engage with their customers. iTextPro empowers you to harness the full potential of WhatsApp, transforming it into a powerful tool for marketing campaigns, timely updates, and efficient customer support. By seamlessly integrating your business operations with WhatsApp, you can significantly boost brand visibility, deepen customer engagement, and foster meaningful connections with your target audience.

Getting Started with WhatsApp Messaging

To embark on your WhatsApp messaging journey, the initial step involves establishing a robust connection between your Facebook account and iTextPro. Simply click on "Connect using Facebook," and a dialogue box will appear, prompting you to register your Facebook account with our platform.

If you haven't already, you'll need to create a WhatsApp Business profile within your Facebook account. This profile serves as the crucial bridge between Meta and iTextPro. Once this connection is established, you'll be empowered to seamlessly configure your WhatsApp messaging settings directly within the iTextPro platform.

Campaign

Initiating a WhatsApp Campaign

To start a new WhatsApp campaign, follow these simple steps:

1. Navigate to the Campaign Page: Click on the "Campaign" button to access the campaign creation interface.

2. Select a Sender Name: Choose the appropriate sender name from the dropdown menu. By default, the connector's name is used.

3. Add Your Target Audience:

○ Manual Entry: Type in the mobile numbers directly into the contact box.

○ Import Contacts: Upload an Excel or CSV file containing your contact list.

○ Utilize Existing Groups: Select an existing group of contacts.

4. Choose a Pre-Approved Template:

○ Click "Select Template" to view a list of approved templates.

○ Preview any template to ensure it aligns with your campaign goals.

5. Customize Your Message:

○ Modify the header if needed.

○ Replace dynamic variables (e.g., {{1}}) with specific information like customer names.

○ A real-time preview on the right side of the screen shows how the message will appear on a recipient's device.

6. Schedule or Send Immediately:

○ Schedule: Check the "Schedule" box and set the desired date and time for the campaign.

○ Send Now: Click the "Send" button to initiate the campaign immediately.

By following these steps, you can effectively launch targeted WhatsApp campaigns using pre-approved templates, ensuring efficient and compliant communication with your audience.

Template

A WhatsApp Template is a pre-approved message format provided by Meta that businesses can use to send automated messages to their customers. These templates ensure compliance with WhatsApp's messaging policies and help businesses deliver consistent and effective communication.

Why Use WhatsApp Templates?

● Compliance: Templates help businesses adhere to WhatsApp's strict messaging guidelines, preventing account restrictions.

● Efficiency: Pre-approved templates streamline the messaging process, saving time and effort.

● Consistency: Consistent messaging formats enhance brand identity and customer experience.

● Personalization: Templates can be customized with dynamic variables to deliver personalized messages.

Submitting a New Template

To submit a new template:

● Navigate to WhatsApp > Template > Manage Template > Add New Template.

Template Categories

Templates need to be approved under a specific category by Meta. There are three categories:

1. Marketing: Promotional messages sent to multiple recipients.

2. Utility: Timely updates related to the purchase process or customer journey.

3. Authentication: Templates used for one-time pass-codes and user verification.

Step-by-Step Guide to Adding a New Template

1. Select a Category Choose the appropriate category (Marketing, Utility, or Authentication) based on the purpose of the message.

2. Select Language Meta supports various languages. Select the language in which the content will be delivered.

3. Add a Header (Optional) The header is the title or heading of the template. There are three options:

○ None: No header.

○ Text: Add a text heading.

○ Media: Insert an image, video, document, or location as the header.

Note: The header is optional and can be skipped if not needed.

4. Add Body Content

The body is the main message content that must be approved by Meta. Brands can add variables (placeholders) that will be replaced with actual values during the campaign. To add a variable:

● Click the "Variable" button below the body text.

● The variable will appear as {{1}}, indicating the first

● Add additional variables as needed ({{2}}, {{3}}, etc.).

Example:

Dear {{1}}, your OTP for Burger Mart is {{2}}. Thank You, Team Burger Mart.

Here, {{1}} can be replaced by the customer's name during the campaign and {{2}} can be replaced with the OTP.

In the above example a restaurant brand wants to replace the variables with a customer's name and the OTP for the verification. For the approval process you need to add an example in the box provided below against each variable which will be used by Meta to understand the message content properly and approve the template.

5. Add a Footer (Optional)

Insert text or brand information as the footer if required. It's an optional parameter and the user can keep it black if it's not required.

6. Add Buttons (Optional) Buttons allow recipients to take action directly from the message. There are two types of buttons:

● Opt-Out: For example, "If you are not interested in this message, click 'Opt-Out' to avoid receiving such messages in the future." Also, the brand can create their custom Response by clicking on Custom Button.

● Call-to-Action (CTA) Buttons:

○ Visit Website: Redirect users to a website (up to two buttons allowed).

○ Call Phone Number: Let users call a pre-configured number directly from the message.

Saving and Submitting the Template Once all information is added, you can either:

● Save as Draft: Save the template for further editing.

● Save and Submit for Approval: Submit the template to Meta for approval.

Once the brand will add the template for the approval then it will usually take a few seconds to get the template approved and once the template is approved the brand will be able to use the template for initiating campaigns.

Post-Approval Actions for WhatsApp Templates

Once your WhatsApp template is approved by Meta, you have several options to manage and utilize it:

1. Preview: View the approved template to ensure it meets your expectations.

2. Edit: Modify the template content (subject to re-approval by Meta).

3. Delete: Remove the template if it's no longer needed.

4. Initiate Campaign: Directly launch a new campaign using the approved template.

Simply import your target contact list and send your message. By effectively utilizing these post-approval actions, you can streamline your WhatsApp marketing efforts and deliver impactful campaigns.

Efficiently Manage Your Team with Agent Accounts

The "Manage Agents" section empowers you to create individual accounts for your team members, enabling secure access to webchat conversations. By assigning specific agents to different webchat flows, you can optimize your team's efficiency and accountability.

Key Benefits of Using Agent Accounts:

● Enhanced Team Management: Organize your team into specialized groups to handle different webchat topics or customer segments.

● Improved Security: Protect sensitive customer information by restricting access to authorized agents.

● Increased Accountability: Monitor individual agent performance and identify areas for improvement.

● Flexible Shift Scheduling: Create separate agent accounts for different shifts to ensure seamless coverage.

Adding a New Agent:

To add a new agent, simply click "Add New Agent" and fill in the required details. Once saved, the new agent account will be instantly created, enabling your team to efficiently manage webchat interactions.

Smartly Route Conversations with Advanced Routing Rules

With our platform, you can effectively manage the flow of webchat conversations by creating and customizing routing rules. This ensures that each chat is directed to the most appropriate agent or chatbot, optimizing efficiency and customer satisfaction.

Key Benefits of Routing Rules:

● Efficient Routing: Automatically route chats based on specific criteria, such as keywords, time of day, or customer intent.

● Improved Response Times: Quickly connect customers with the right agents or chatbots.

● Enhanced Customer Experience: Provide timely and relevant assistance to improve overall satisfaction.

● Flexible Customization: Tailor routing rules to your specific business needs and workflows.

By effectively managing routing rules, you can streamline your webchat operations and deliver exceptional customer experiences.

Click on Add new Rule to create a new rule as per your requirement.

Rule Configuration

To ensure your webchats are efficiently routed, you can create custom rules using the following parameters:

1. Rule Name: Give your rule a clear and descriptive name for easy identification.

2. Scope:

● Connector: Select the specific webchat connector for which you want to apply the rule.

● Time Frame: Define the specific time period during which the rule should be active.

3. Logic:

● Payload Type: Route messages based on the type of content (text, image, etc.).

● Payload Text: Route based on specific keywords or phrases in the message.

● Payload Caption: Route based on the caption of image or video messages.

● Sender Information: Route based on the sender's details (e.g., name, phone number).

● Logical Operators: Combine multiple conditions using "AND" or "OR" logic.

4. Fulfillment:

● Agent Routing: Direct the chat to a specific agent or agent group.

● Bot Routing: Route the chat to a chatbot for automated responses.

By carefully configuring these rules, you can optimize your webchat operations, improve response times, and enhance customer satisfaction.

Manage Flow

Create and customize intelligent chatbots to automate your customer interactions and enhance efficiency. Our platform offers a variety of pre-built templates to help you get started quickly. Simply select a template and tailor it to your specific needs, or start from scratch to build a unique chatbot experience.

If you prefer a completely tailored solution, simply click the "Build from Scratch" button to create a fully custom flow for your unique use case. This will redirect you to a flow builder window where you can design your chatbot interactions from the ground up.

Here’s an example of what a created flow can look like:

Bot Trigger Condition

To initiate the bot, you must define a specific condition or keyword that triggers its activation. This can be any predefined text or phrase configured to start the interaction. In case the initial trigger is unsuccessful, we offer a retry mechanism to ensure activation. Additionally, you can configure an idle timeout, allowing the bot to automatically follow up with the client after a set period of inactivity.

You can opt from various options to further proceed the flow like, send message, Collect Input, Branch, Option, send an Attachment.

1. Send Message

Enter the title and write the message which you want to send in the chat.

2. Collect Input

You can enter a message which you want to display and capture the user’s input based on their input. This input can be stored in a variable which can be used in the future to decide the flow of the chat.

3. Option

This feature allows you to provide options to your users. As per Meta’s Policies a maximum of 3 options can be configured. The user can select either of the options and decide the flow. You can also upload an image in the message which can be displayed before the message.

4. Branch

In this feature, you can use the input collected earlier in the chat and configure various conditions. Based on which conditions are matched, the chat will proceed accordingly.

5. Send Attachment

You can send any attachment such as document, photos, video to your user.

Team Inbox

The Team Inbox provides a centralized platform for you to monitor and manage all customer interactions, regardless of whether they're handled by a human agent or a chatbot. As an Admin you’ve full visibility of all the chats and you can easily take over any ongoing conversation from an agent or chatbot, ensuring a seamless customer experience. Each agent has a unique login, limiting access to their assigned chats and safeguarding sensitive customer information. Quickly find any conversation using the powerful search functionality. Filter conversations by agent, chatbot, or other criteria for targeted management.

Report

1. Campaign Report

The Campaign Report section provides two views for tracking campaign performance:

Campaign View

● Overview: Get a bird's-eye view of your campaigns, including name, sender, content, total messages, status, and cost.

● Detailed Analysis: Drill down into specific campaigns to view message counts by status (delivered, failed, etc.) and download detailed reports.

List View

● Message-Level Details: Dive deep into individual message performance, including recipient number, template used, submission and delivery dates, status, and error codes.

2. Message Count Report

essage Count Report Get a quick overview of your messaging activity with the Message Count Report. Simply set a date range to view the total number of messages sent during the requested time frame.

3. My Schedule

Keep track of your upcoming campaigns with the My Schedule section. View the status and message count of all scheduled campaigns.

4. Download WhatsApp Report

Download detailed reports of your WhatsApp campaigns to analyze performance metrics and optimize future strategies. This feature allows you to maintain separate records for SMS and WhatsApp campaigns.

Monitoring

The WhatsApp plugin offers a dedicated monitoring tool to provide granular insights into the communication between your application and Meta. This robust tool tracks every interaction, from requests sent to responses received, ensuring transparency and accountability.

Key Features:

● Transaction Records: Tracks all interactions between the application and Meta, logging each request and its corresponding response.

● Troubleshooting: The logs can be used to diagnose issues and troubleshoot any problems that arise during the communication process.

● Retention Period: The logs are retained for the last 3 days only, ensuring up-to-date information is available while keeping data storage efficient.

This monitoring tool is crucial for ensuring smooth communication between the app and Meta, as well as for resolving any technical issues that may occur.