klink.cloud - Product User Manual
  • Overview
    • 👋Welcome to klink.cloud
  • Getting Started
    • 🟦Setup Channels
      • Facebook Messenger
        • Connect to Facebook Messenger
        • Primary Routing Setup (Facebook & Instagram)
      • Facebook Feed
        • Connect to Facebook Feed
        • Primary Routing Setup (Facebook & Instagram)
      • LINE OA
        • Get Channel Secret and Channel Access Token
        • Connect to LINE OA
      • Instagram
      • Viber for Business
      • Google Workspace Email Setup
      • How to Setup Telegram Bot Channel
      • How to setup Telegram Business Account
      • How to set up WhatsApp Business Channel (Meta)
      • How to set up WhatsApp Mobile Channel
  • How to use
    • 📞Call
      • Inbound Call Handling
      • Outbound Call Handling
    • 💬Chat
      • Inbound Chat Handling
      • Outbound Chat Handling
      • Facebook Feed Handling
    • 🔖Tickets
      • Create a Ticket
      • Assign / Transfer Ticket
    • 📇Contact
      • How to Import Leads / Contacts
      • Contact Custom Fields
      • Individual Contacts
      • Company Contacts
      • Import / Export CSV
  • Advanced Setup
    • Setup Workflow Automation
    • Setup Queue Group
    • 🕖Setup SLA Targets
    • Setup Queue, Workflow, and SLA
  • Dashboard & Reports
    • 📊Reporting
      • CDR
      • Recording
      • Call Reports
        • Agent Call Statistics
        • Agent Call Activity
        • Trunk Activity
        • Queue AVG Waiting & Talking Time
        • Queue Performance
        • Agent Missed Call Activity
        • Agent Call Summary
        • Satisfaction Survey
      • Agent Status Report
      • CX Log
    • 📉Analytics Dashboard
      • 📶Call Dashboard
      • 📈Chat Dashboard
      • 💎Ticket Dashboard
  • Integrations
    • 🛒Ecommerce Marketplace
      • Shopee Integrations
      • Lazada Integrations
    • 🔈CRM Integrations
      • Salesforce CRM Integration
      • How to create Viber Messaging API Application
      • How to send transactional Viber Business Message
  • Messaging API
    • Line Messaging API
  • Features Roadmap & FAQ
    • ⏱️Features Road Map
    • 📢Release Notes
      • Chat Room Folder Enhancements
      • Enable/Disable Auto-Assign Toggle in Queue Settings
      • Agent Takeover Bot Chat Room
      • Workflow Automation - New Action "Send Message"
      • Enhancement of Hold Function
      • Workflow Automation Rule
      • Non-Voice Analytics Dashboard
      • WhatsApp Mobile Integration
      • Telegram Group Chat Integration for Inbox Module
      • Business Portfolio Integration - Facebook Feed
      • Call Recording Pause and Resume Feature
      • Advanced Hold Functionality for Efficient Conversation Management
      • Viber 24-Hour Response Timer
      • Enhanced Queue Settings and Workflow Automation Controls
      • Telegram Business Integration
      • Multi-Tab Call Support
      • Business Portfolio- (Meta) Messenger Integration
      • Mail Integration Enhancement and Telegram Integration
      • Facebook Feed Enhancement
      • Outlook Email Integration Enhancement (Beta)
      • Queue Setting (Beta)
      • Permission Enhancements and Multiple Assigns
      • CX Logs Enhancement
      • SMS In-bound Beta Version, SMS Integration Setting
      • Facebook Feed Integration (Beta)
      • SLA Setting and Business Hour Functionalities
      • Wrap Up Form Features and Enhancements
      • New Features & Enhancements
      • New Features and Improvement
      • New Features and Major Bug Fixes
    • FAQ
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  1. Features Roadmap & FAQ
  2. Release Notes

WhatsApp Mobile Integration

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

Last updated 3 months ago

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