Introduction

The "WhatsApp to Email" component in wolkvox Studio is an omnichannel integration module available within the Basic components group and designed for Chat Flow-type routing points.

Its function is to convert incoming WhatsApp messages into an email and send them to a defined recipient, either through a skill or directly to an email address. Subsequently, the response that the advisor sends from their email can automatically return to the end customer via WhatsApp, maintaining the conversation thread and traceability.

In other words, this component acts as a bidirectional bridge between WhatsApp and email.

What Is This Component For?

This component can be useful in cases such as the following:

• When a team handles requests from email instead of responding directly from a chat channel.
• When a WhatsApp conversation needs to reach an internal area that works from Gmail, Microsoft 365, or corporate email.
• When it is required to send a WhatsApp conversation's content to an advisor along with its attachments, such as images, documents, audio, or videos.
• When continuity is desired for a conversation without forcing the internal user to use exclusively wolkvox Agent.
• When a backup mechanism is needed to prevent an interaction from being lost, using both a skill and an email address.
• When a support, sales, quotations, or validations area receives requests via WhatsApp, but their main operational flow remains email.

Configuration

1. Open a Chat Flow-type routing point in wolkvox Studio. The WhatsApp to Email component is only available for Chat Flow-type flows, so you must first enter the flow where you want to use it. Once inside wolkvox Studio, locate the "Basic" components group.
2. Within the Basic group, identify the WhatsApp to Email component and drag it to the flow canvas. Double-click on it to enable its configuration panel.
3. You will find the following fields:
   • Skill: Allows sending the message to an agent queue.
   • Email: Allows redirecting the message to an email address.
4. After defining the Skill, the Email, or both, click "Save" within the component panel.

Then, ensure the component is correctly connected within the flow according to the service logic you want to implement, and compile the flow.

The component can work with just one of the two configured fields, but it can also use both simultaneously.

• Option A: Configure only Skill.
  • Use this option when you want the interaction to be directed to an agent queue associated with the process.
• Option B: Configure only Email.
  • Use this option when you want the message to go directly to a specific email address.
• Option C: Configure both Skill and Email.
  • This is the most recommended option when seeking greater operational continuity. In this case:
    • The flow will attempt to send the interaction to the skill,
    • and it will also have an email route to reinforce the delivery of the conversation.

This helps reduce the risk of losing interactions. Additionally, if that email is correctly integrated into wolkvox Manager, the interaction can continue to be handled from the configured email operation.

When the customer writes via WhatsApp, the component takes those messages and converts them into an email.

It is important to consider the following:

• The component consolidates the first messages of the chat into a single email.
• If more than 30 seconds pass after the last message sent by the customer, the system consolidates all previous messages to that event and sends them in the same email.
• The system uses the conversation ID to maintain the thread of the exchange.
• Thanks to this, a thread-type conversation is generated in the email, where related messages are grouped.
• If the conversation timeout configured in wolkvox Manager is exceeded, a new thread will be generated.

When the component processes the conversation, the advisor receives an email with the chat information.

This email can reflect elements such as:

• The conversation identifier,
• The textual content of the message,
• And the files shared by the customer.

Depending on the type of interaction, the email may include attachments or references to files such as:

• Images,
• PDF documents,
• Audio files,
• Videos.

This allows the advisor to receive the context of the conversation without needing to first log into WhatsApp.

Once the advisor receives the email, they can respond from their usual email client, for example:

• Gmail,
• Microsoft 365,
• Corporate email,
• Or any other interface used by the operation.

The response sent from that email will be captured by the integration and will automatically return to the customer via WhatsApp, preserving the continuity of the conversation.

It is not mandatory to respond from wolkvox Agent. If the email is integrated into wolkvox Manager, it is also possible to handle the interaction from the configured operation. However, it can also be responded to from the advisor's normal email environment.