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How to setup a Facebook channel?

If you are using a self-hosted WhatsGPT installation, please setup your Facebook app as described in the this guide. For the cloud version of WhatsGPT , please follow the steps below. Step 1. Go to Settings → Inboxes → “Add Inbox”. Step 2. Click on the "Messenger" icon. Step 3. Click the Facebook login button. It will open a new window for you to login. Step 4. Authenticate with Facebook and select the page you want to connect. Enable all permissions shown in the list. This will help WhatsGPT to perform all the desired actions smoothly. Step 5. You can now select your Facebook page from the dropdown menu that appears on WhatsGPT. Step 6. "Add agents" to your Facebook inbox. You have successfully created a Facebook inbox. Whenever a customer sends a message to your Facebook page, you will be able to see and reply to it in WhatsGPT. Additional Inbox settings​ Your freshly configured Facebook inbox should now appear in your list of inboxes. To see this and to make additional settings in your Facebook inbox, go to Settings → Inboxes → click the gear icon on the associated Facebook inbox. You will see the following screen: Settings tab​ Enable channel greeting. Once you enable this, WhatsGPT will send a greeting message to new conversations created through your Facebook inbox. Enable CSAT. Once you enable this, your Customer Satisfaction survey will be launched every time a ticket is resolved. The CSAT results can be viewed later in the Reports section. Reauthorize. Whenever you need to reconnect and reauthorize your Facebook page, do it from this button. Collaborators tab​ Click on the Collaborators tab. Here, you can add Agents to the Inbox or delete Agents who have been already added in the Inbox. You can also enable or disable the automatic assignment of new conversations to the agents added to this inbox. Click on Update to save the changes. Business Hours tab​ Click on the Business Hours tab. In this section, you can set the working hours of your team associated with the Facebook inbox. Click on the check box for Enable business availability for this inbox if you have well-defined business hours. Once the check box is ticked, the below section opens up. You can write your message to be displayed to the customer during OFF business hours. You can also select the available business hours for each day of the week, along with the proper time zone. Click on the Update Business Hour Setting Button.

Last updated on Aug 19, 2024

How to setup a WhatsApp channel?

You can manage your WhatsApp business account conversations from WhatsGPT. To set it up, you have three options to choose your provider: 1. WhatsApp Cloud API 2. Twilio We'll explain all the procedures in this guide. Prerequisites Before bringing your WhatsApp inbox to WhatsGPT, you need to set some things up in the API provider you want to use. These prerequisites are explained below. Using WhatsApp Cloud API If you are planning to use the WhatsApp Cloud API, the following two prerequisites are needed. I. Configure your Facebook Developer App​ First, you need to create your Facebook Developer app with WhatsApp Product enabled. Go to the WhatsApp Cloud API Guide and navigate to the section called Set up Developer Assets and Platform Access and follow the steps. Once you finish this step, you can now configure your required phone numbers in the WhatsApp section of your Facebook developer app. If you complete the steps successfully, you should be able to obtain the Phone Number Id and Whatsapp Bussiness Account ID, as shown in the below screenshot. WhatsGPT will require these values for creating the WhatsApp Inbox. II. Configure a system user for your Facebook Business Manager​ Create a system user in your Business Manager with access to the WhatsApp App. Generate an access token for the user, which will be required as the API key for setting up an inbox in WhatsGPT. When generating the access token, make sure the whatsapp_business_management and whatsapp_business_messaging permissions are selected. Step 1. Create a system user in the System Users tab of Business Manager. Step 2. Add the system user. Under the WhatsApp Accounts tab, select “Add People” and select the system user to grant access to the WhatsApp Business account. Step 3. Generate the access token and request permissions. Refer to this video for detailed steps. Using Twilio If you are planning to use the Twilio API, the following prerequisites are needed. To connect to a WhatsApp inbox, you'll need to configure a callback URL in the Twilio inbox. Follow the steps below. 1. Login to your Twilio Console. 2. Go to Programmable SMS -> Whatsapp -> Senders. 3. You will be able to see your phone number. Click on it. It will display a field like the one shown below. 4. Provide https://app.whatsgpt.com/twilio/callback as the value for WHEN A MESSAGE COMES IN input. Twilio Studio If you use Twilio Studio for a custom conversation flow, updating the webhook URL directly will break your existing integration. For such cases, you can follow the steps given below. 1. Identify the step in your flow where you want the agent handoff to happen. 2. Add a make http request widget as shown below with the given values. REQUEST METHOD : POST REQUEST URL: https://app.whatsgpt.com/twilio/callback CONTENT TYPE: Application/JSON REQUEST BODY: {{trigger.message | to_json }} ( make changes as required based on your flow variables). HTTP request widget will forward the message body to WhatsGPT. This will create a conversation in WhatsGPTfrom where the agent can reply. 3. Make sure that your flow can handle the user responses to Agent Replies. Setting up WhatsApp Inbox in WhatsGPT If your prerequisites are met, you can create your WhatsApp inbox in WhatsGPT. Follow the steps outlines below. Step 1. Open your WhatsGPT dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "WhatsApp" icon. Step 3. Choose an API provider. Based on your selection, you will see a different set of fields to be filled. Let us learn about each of them. Selecting WhatsApp Cloud API Choose "WhatsApp Cloud" as the API provider. The fields, as seen in this selection, are explained below. Finish the steps to obtain your Whatsapp Webhook Callback URL. Enable the webhook​ Configure the webhook in Facebook Developer App. Head back to the WhatsApp section in the Facebook Developer App. Navigate to the Configuration subsection and set up the Callback URL. - The value for the URL should be the same URL you obtained at the end of your WhatsGPT inbox creation and will look like https://app.whatsgpt.com/webhooks/whatsapp/+{phone_number}. - The value for the verify token should be the same value you configured for the Webhook Verify Token during inbox creation. You should also subscribe to message field events on your Facebook Developer app under Webhooks Fields. Once you finish all the steps, the section should look like the screenshot. Selecting Twilio Choose "Twilio" as the API provider. The fields, as seen in this selection, are explained below. Click "Create Twilio Channel" after filling in the information. Step 4. "Add agents" to your inbox. You have successfully created a whatsApp inbox. Additional Inbox settings​ Your freshly configured WhatsApp inbox should now appear in your list of inboxes. To see this and to make additional settings in your WhatsApp inbox, go to Settings → Inboxes → click the gear icon on the associated WhatsApp inbox. Supported media types Your WhatsApp inbox supports various media types, as summarized below. Audio Supported extensions: - aac - mp4 - mpeg - amr - ogg Supported for: Both end-user and the agent in WhatsGPT Document Supported extensions: - text/plain - application/pdf - application/vnd.ms-powerpoint - application/msword - application/vnd.ms-excel - application/vnd.openxmlformats-officedocument.wordprocessingml.document - application/vnd.openxmlformats-officedocument.presentationml.presentation - application/vnd.openxmlformats-officedocument.spreadsheetml.sheet Supported for: Both end-user and the agent in WhatsGPT Image Supported extensions: - jpeg - png Supported for: Both end-user and the agent in WhatsGPT Video Supported extensions: - mp4 - 3gp Supported for: mp4 for both the end-user and the agent in WhatsGPT, and 3gp for only the end-user. Sticker Supported extensions: image/webp Supported for: Only end-user FAQ​ How to configure multiple numbers under a single Facebook app?​ Facebook App allows configuring only a single Webhook endpoint. So create Inboxes in WhatsGPTfor all the numbers as required. You will need to configure the Webhook URL provided for only one of these inboxes in the Facebook app for all the other inboxes to work. What type of Whatsapp templates are supported by WhatsGPT? At the moment, Chatwoot only supports text-based templates. If your template has media headers or custom components like buttons, forms, etc, they won't be shown on the WhatsGPT template selector.

Last updated on Aug 19, 2024

How to setup an Email channel?

To manage your customer support/ticketing email from WhatsGPT, you can create an Email inbox in WhatsGPT. This is a complete guide to getting your Email channel up and running. This document is divided into three parts: 1. Creating an Email inbox 2. Settings for Gmail users 3. Creating a Microsoft Email inbox Feel free to jump to any section. Let's roll. How to create an Email inbox in WhatsGPT? Step 1. Open your WhatsGPT dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "Email" icon. Step 3. Enter the channel name (how you’d like to address this channel), and your support email, and click the "Create Email Channel" button. P.S. You will also see an option to select Microsoft as an Email provider. If you use an Outlook/Microsoft email, scroll to the "How to create a Microsoft Email channel?" section (last section) instead. Step 4. "Add agents" to your email inbox. You have successfully created an Email inbox. Step 5. Configure your email settings. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. You will see three main settings here: 1. Forward to Email 2. Configure IMAP 3. Configure SMTP All three settings are explained in the following sections. How to forward emails to WhatsGPT inbox? Step 1. Copy the "Forward to email address" from the Configuration tab under inbox Settings. Step 2. Configure the copied email address as the forwarding email address in the email inbox. P.S. Check the Gmail section below to learn how to add a forwarding address in Gmail. Step 3. Send a mail to the forwarding address added inbox and check the WhatsGPT email inbox for the new email. How to configure IMAP for the Email channel? If you are using Gmail, scroll down to the IMAP section for Gmail below. Step 1. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. Step 2. Select the checkbox Enable IMAP configuration for this inbox. You’ll be able to see the required fields as follows. 1. Address 2. Port 3. Email 4. Password P.S. If using a 2FA-enabled Gmail, scroll down to the "How to generate app password for Gmail?" section. If using a regular Gmail account, scroll down to the "How to allow less secure access to Gmail?" section. Step 3. Test if everything is working fine. Send an email to the IMAP-configured email in WhatsGPT. Check WhatsGPT inbox for the new email. Open the email conversation in WhatsGPT and verify the email details. How to configure SMTP for the Email channel? Step 1. Go to Settings -> Inboxes -> Email Inbox settings page. Step 2. Select the "Configuration" tab. Step 3. To enable SMTP, select the checkbox "Enable SMTP configuration for this inbox". Fill in the fields below and click the "Update SMTP settings" button. 1. Address 2. Port 3. Email 4. Password P.S. If using a 2FA-enabled Gmail, scroll down to the "How to generate app password for Gmail?" section. If using a regular Gmail account, scroll down to the "How to allow less secure access to Gmail?" section. 5. Domain Step 4. Open an existing email Conversation in WhatsGPT. Step 5. Type a reply message for the conversation and click the "Send" button. Verify that mail has been delivered. You can also check the recipient inbox for the delivered email. Settings for Gmail users How to enable IMAP for Gmail inbox? Step 1. Open your Gmail inbox and click the Settings icon in the top right corner. Click the "See all settings" button. Step 2. Select the "Forwarding and POP/IMAP" tab on the Settings page. Step 3. Choose the "Enable IMAP" option under the IMAP access section and click the "Save Changes" button. How to allow less secure access to Gmail? Note: This option is unavailable for Gmail accounts with enabled 2-step verification or those managed by an organization. Step 1. Go to Google Account Security. Step 2. Click on "Turn on access" under the "Less secure app access" section on the Security page. Step 3. Toggle "Allow less secure apps" to "ON". Now you can use your Gmail account password to configure IMAP/SMTP. How to generate app password for Gmail? Note: This option is for Gmail accounts with enabled 2-step verification or those managed by an organization. Step 1. Go to Google Account Security. Step 2. Click "App passwords" under the "Signing in to Google" section on the Security page. Step 3. Select the Mail app, select a device, and click "GENERATE". Use the generated password to configure IMAP/SMTP. How to add a forwarding address for Gmail? Step 1. Open your Gmail inbox and click the Settings icon in the top right corner. Click the "See all settings" button. Step 2. Select the "Forwarding and POP/IMAP" tab on the Settings page. Step 3. Click the "Add a forwarding address" button. It will ask for the forwarding email address. Enter the one from WhatsGPT and click the "Next" button. Step 4. Confirm the forwarding address in the browser popup. The email inbox will send a verification code to the forwarding email address. Step 5. Copy the verification code from the WhatsGPT email inbox. Step 6. Paste the verification code and click the "Verify" button. Step 7. Select the "Forward a copy of incoming mail" option. Choose the required action from the second dropdown and click the "Save Changes" button. How to create a Microsoft Email channel? Step 1. Open your WhatsGPT dashboard. Go to Settings → Inboxes → Add Inbox. Step 2. Click on the "Email" icon. Step 3. Click on the "Microsoft" icon. Step 4. Add your Outlook/Microsoft email. Step 5. Enter your Microsoft/Outlook credentials. Step 6. Allow the "WhatsGPT " app to read and reply to your email. Step 7. "Add agents" to your email inbox. You have successfully created a Microsoft email inbox. Step 5. Configure your email settings. Go to Settings → Inboxes → Email Inbox settings → Configuration tab. Note: Please do not change anything in Settings for now, as we have used the default values for IMAP and SMTP. We will be making these fields non-editable soon for Outlook accounts. We use default IMAP settings to fetch emails and SMTP to send; you don't need to set anything through configuration. Step 6. If your access token expires, you must re-authorize your Microsoft account by going to Settings -> Configuration.

Last updated on Aug 19, 2024