7-Jan-2025 Release Notes

Release Note: WhatsApp Mobile Integration for K-LINK Dashboard

We are excited to announce the release of the WhatsApp Mobile Integration feature for the K-LINK dashboard. This functionality enables efficient handling of customer messages and inquiries directly from WhatsApp, integrated seamlessly into the K-LINK system. Here are the key highlights and details of this release:

Key Features Navigating to WhatsApp Integration

  • Access the "Message Integration" section in the Settings module.

  • View two tabs:

    • Your Channels: Displays already integrated channels.

    • Available Channels: Displays a list of supported channels, including WhatsApp Integration.

Initiating WhatsApp Integrations

  • In the Available Channels tab, select "WhatsApp Integration" to view the following options:

    • WhatsApp Mobile

    • WhatsApp Official Business API

    • 360 Dialogs

Integrating WhatsApp Mobile (WAAPI)

  1. Select the "WhatsApp Mobile" option.

  2. Follow the instructions in the popup titled "Connect WhatsApp Channels":

    • Open WhatsApp on your phone.

    • Navigate to Menu on Android or Settings on iPhone.

    • Tap Linked Devices and Link a Device.

    • Scan the generated QR code on the screen.

  3. Once linked, provide a display name for the WhatsApp channel and preview its appearance in the inbox module.

Finalizing Integration

  • Enter a display name and click the "Next" button to save the integration.

  • A success message confirms the integration, and the WhatsApp channel appears with a "Connected" status.

Managing WhatsApp WAAPI and Customer Conversations

  • Handle inbound messages and provide customer support directly through WhatsApp.

Managing the Connected WhatsApp WAAPI Channel

  • View connected WhatsApp channels in the "Your Channels" tab.

  • Available actions for connected channels:

    • Disconnect: Opens a confirmation alert popup to confirm disconnection.

    • Rename: Opens a popup to change the channel’s display name.

    • Delete: Opens a confirmation alert popup to confirm deletion.

WhatsApp WAAPI Channel Display in Inbox Module

  • The connected WhatsApp channel appears in the inbox module’s connected channels section.

  • Supported file types for inbound and outbound messages:

    • Text, images, video (small file size), emoji, stickers, GIFs, audio (mic), and files.

  • Not Supported:

    • Large file sizes

    • Profile images

    • Sending multiple videos

    • PDF files

  • Chat room UI includes:

    • Case ID

    • Chat start time in the format: dd Month yyyy, hh:mm AM/PM (e.g., 03 Oct 2024, 12:20 PM)

    • Customer phone number

    • "Assign to me" button to enable the typing inbox.

    • Activity logs for chat interactions.

CX Log Creation for Incoming WhatsApp Messages

  • Automatically create and update CX logs for all incoming WhatsApp messages until the chat room is closed.

WhatsApp WAAPI Channel Analytics in the Dashboard

  • Metrics available for integrated WhatsApp channels include:

    • Number of new customers

    • Number of existing customers

    • Number of closed rooms

    • Number of assigned open rooms

    • Average first response time

    • Average resolution time

    • Number of incoming rooms

    • Message dispositions

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