Support Training
Support Training
This lesson covers the setup and management of the WhatsApp Module, including API integration, template creation, QR scan configuration, and understanding WhatsApp Business API. Learners will gain the knowledge and skills to manage WhatsApp messaging campaigns, ensuring reliable delivery, personalization, and automation.
Purpose: To configure the WhatsApp module for seamless messaging within CRM or dialer systems.
Details:
· Navigation: Access the WhatsApp module from the admin dashboard.
· Setup Steps:
o Enable WhatsApp messaging service.
o Configure business profile information (business name, contact details).
o Assign agents or campaigns to the WhatsApp module.
· Benefits:
o Centralized management of WhatsApp communications.
o Enables integration with campaigns and customer engagement tools.
Example Use Case:
· Admin configures WhatsApp for customer support, enabling agents to send responses via WhatsApp instead of SMS or email.
Purpose: To automate WhatsApp messages and integrate them with CRM/dialer systems for campaigns, notifications, or alerts.
Details:
· API Setup:
o Connect system to WhatsApp Business API using authentication credentials.
o Test API to ensure messages are delivered reliably.
o Enable triggers for automated message sending.
· Benefits:
o Automates messaging for campaigns and transactional notifications.
o Reduces manual effort for sending large-scale messages.
o Ensures timely communication with customers.
Example Use Case:
· Automatic order confirmation messages are sent via WhatsApp to customers after purchase using API integration.
Purpose: To create reusable WhatsApp message templates for consistent, branded, and personalized messaging.
Details:
· Template Components:
o Header, body, and footer sections.
o Dynamic placeholders for personalization (e.g., {FirstName}, {OrderID}).
· Approval:
o Templates must be approved by WhatsApp for business messaging compliance.
· Benefits:
o Ensures professional and compliant communication.
o Saves time when sending repetitive messages.
o Enhances personalization and engagement.
Example Use Case:
· A template for appointment reminders automatically inserts the customer’s name and appointment date.
Purpose:
To scan the phone number which you want in whatsapp , Via this number only all agents will communicate with customers from agent panel..
Details:
· Process:
o Open WhatsApp → Scan QR code generated by the system.
· Benefits:
o Via that single number, All agents will communicate with customers in same user group. Example Use Case:
· Admin scans the QR code to connect their WhatsApp account to the campaign system, allowing them to send and receive messages directly through the platform.
Purpose: To understand the features, compliance, and capabilities of the WhatsApp Business API.
Details:
· Features:
o Send automated notifications and transactional messages.
o Interactive messages with buttons and quick replies.
o Integration with CRM/dialer systems.
· Compliance:
o Templates must be pre-approved by WhatsApp.
o Messages can only be sent to customers who have opted in.
· Benefits:
o Enables large-scale, automated, and interactive customer engagement.
o Improves response times and customer satisfaction.
Example Use Case:
· A business sends personalized shipping updates with interactive buttons for tracking via WhatsApp API.
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