Introduction

In wolkvox Manager, you can configure automatic messages sent to the customer when a specific action occurs within a chat. This feature allows you to define texts for events such as transfers, chat termination, inactivity, or sending satisfaction surveys.

This configuration applies generally to all web chat widgets created in the operation and to all WhatsApp connectors integrated into the operation. Additionally, you can include wolkvox's predefined variables in these fields to customize the messages.

Configuration

Follow these steps to configure the automatic chat messages:

1. Log in to wolkvox Manager. Click on the "Settings" button, located in the top right corner.
2. In the settings window, go to the "Omni Channel" tab.
3. Then select the "Web Chat" tab.
4. Ensure the "Disable Widget" toggle is activated, as this allows the configuration interface to remain active, from which general parameters for WhatsApp are also managed.
5. Click on the vertical three-dot button to open the general chat channel configuration window.

1. Within the pop-up window, scroll down to find the "MESSAGES" section.
   1. In each field, write the message you want to send to the customer according to the corresponding action.
2. When you are finished, click on "Save" to save and apply the changes.

Messages You Can Configure

Below is a description of the available actions and their default messages:

• Successful Transfer (Bot → Agent): Sends a message when the chat transfer from a bot to a human agent is successful.
  • Default message: "One moment."
• Transfer (Agent → Agent): Sends a message when the chat transfer between agents is successful.
  • Default message: "Agent {name_agent} has just transferred a chat to you."
• Failed Transfer (Bot → Agent): Sends a message when the transfer from a bot to an agent fails.
  • Default message: "No agents are available."
• End Chat by Agent (Agent): Sends a message when the agent ends the chat.
  • Default message: "The chat has been ended by the agent."
• End Chat Due to Inactivity (Agent): Sends a message when the chat is ended due to customer inactivity during agent assistance.
  • Default message: "The chat has been ended."
• Invite to Answer the Survey: Sends a message when the satisfaction survey is presented to the customer.
  • Default message: "Would you like to rate our service?"
• End Survey: Sends a message when the customer has already responded to the satisfaction survey.
  • Default message: "Thank you for rating our service."
• Value Different from 1 to 5: Sends a message when the customer tries to answer the survey with a value less than 1 or greater than 5.
  • Default message: "You must enter a numeric value from 1 to 5."