The WhatsApp Engagement feature enables businesses to interact with their customers and visitors through WhatsApp messaging. By establishing a connection with the visitor's WhatsApp number, businesses can proactively send WhatsApp messages using the CINNOX Dashboard and CINNOX App.

You can send WhatsApp outbound messages to customers and visitors with ongoing enquiries and external and staff contacts in your CINNOX Account to initiate the conversation with them.

Navigate to the CINNOX Web Dashboard- WhatsApp Engagement guide below for detailed instructions.

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Notice

• Please note that the availability of this feature depends on your subscription plan, and only WhatsApp channels with 360dialog BSP support the engagement mode.
• Only staff members with administrative or specific roles that have permission to manage social channels can enable or disable the engagement mode.
• Administrators, supervisors, agents, and staff with the necessary permissions can view the WhatsApp messages in the downloadable chat history within the Enquiry Report.
• This engagement feature ensures that only one staff agent can use the same WhatsApp channel to communicate with the same visitor at a time. It promotes building strong customer relationships and enhancing the overall user experience.

 

Enable Engagement Mode

To send WhatsApp Messages to Customers, External Contacts and Staff members, you must have 360dialog channels and enable its engagement modes afterwards. Please refer to the 360dialog (WhatsApp BSP) guide for details on 360dialog WhatsApp channel creation.

Engagement Mode Settings

To enable Engagement Mode after creating a 360dialog channel in CINNOX:

• Navigate to Channels>Social.
• Select a channel with the source type of WhatsApp (360dialog) to enable its Engagement.

 

• On the Channel Details page, Click Edit in the Engagement section.
• Toggle the button ON. A set of additional options will then appear.

 

• You may turn the second toggle button ON to forward the enquiry to a Destination when no staff members can pick up the enquiry.
• On the dropdown box of the Engagement Period that will appear, select the number of days, like 1 Day, 3 Days, 7 Days, 14 Days or 30 Days, for the engagement binding period between the visitor and the staff member. If there are no interactions between the two after the set number of days, the binding will be removed.

 

Allowlist

• You may toggle the button ON to allow the destination staff to use this channel as the sender.
• Destination Staff displays the staff dedicated to answering the enquiries for this channel. The list of the destination staff is the same as that added as Destination in Destination Setting in the Routing Settings section. Please refer to the Alternative, Percentage, Time and Sticky Routing Rules section for details on Routing Settings.

 

The staff in the Allowlist can engage with customers using this WhatsApp channel as the sender​.

• Click the dropdown list to select All Staff to put all staff into the Allowlist, or select a particular team into the Allowlist one by one.
• Click Save to save the settings.

 

• Click View the engagement binding list to check all engagement bindings between visitors and Agents and their Binding End Date if required.
• Click the icon on the right-hand side of the Binding List to revoke the binding if required.

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Note

• WhatsApp Engagement only supports the WhatsApp Channels connected to a 360dialog source.
• The Binding End Date will be automatically extended as long as staff continue to engage with the visitor.​
• Once the binding was established successfully, no other staff can use the same WhatsApp channel to engage with the same visitor until the engagement period has expired.​
• Staff members cannot use the WhatsApp channel to engage with visitors if the engagement period of the binding between the staff and bound customer in this channel has not expired yet.
• If an agent is handling a visitor's enquiry, other staff cannot engage with this visitor through the same WhatsApp channel.​

 

Disable Engagement Mode

To turn off Engagement Mode:

• On the Channel Details page, click on Edit in the Engagement section.
• Toggle the first button OFF.
• Click Save.

 

WA Visitor & External Contacts

To send WhatsApp messages to Customers or External Contacts:

• Navigate to WorkSpace>Utility Panel.
• Click the Calls icon.

 

To a visitor

• Type in the WhatsApp number of the visitor you are required to send WhatsApp messages.
• Click the Message icon on the left-hand side of the dial pad and select Whatsapp.

 

For an External Contact

• Click the Contacts icon and the dropdown list to select the External Contacts
• Type the name of the external contact in the search box.

• Click the name of the external contact.
• Click the Whatsapp icon on the pop-up window.

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For your convenience, you can also send WhatsApp messages by clicking the WhatsApp icon from the following entry points:

• Visitor in the Binding List of the Engagement section.
• Phone Number in the Contact Information of the External Contacts.
• Visitor Name of the Enquiry Report.
• Contact Profile in the Chat History of the Enquiry Report.
• Caller or Receiver in the Report Details of the Call Report.
• Phone number in the Visitor Information of the Visitor's Chat Room.
• Phone number in the Contact profile of the Enquiry Chat Room.

 

After selecting Whatsapp or clicking the Whatsapp icon,

• Select one of the senders, the channels you engaged with in the Engagement Mode.
• Click Select.

• Enter the template keywords into the search box to search for the required template. Alternatively, filter the template list by selecting one or multiple template types such as All, Marketing, Utility or Authentication from the dropdown list.
• Click Sync to update the list of templates if required.

• Enter variables, Upload File or click + Insert Link to the Header, Body, Footer and Buttons if required.
• Click Send Template.

• Your template message is sent and displayed in the chat room.
• If you need to send another template message to the visitor, click Engage, select a template and send it to the visitor.

• After the visitor replies to your message, the Send WhatsApp Template Message to Engage Your Contact banner is removed.
• You can type your message into the text input bar and click the Send icon to chat with the visitor.

• Administrators, Supervisors, Agents and Staff with permission to the Enquiries can view the WhatsApp Messages in the downloadable chat history in the Enquiry Report.

 

WA Staff

You can send WhatsApp messages to your staff.

• Navigate to WorkSpace>Utility Panel.
• Select the staff chat room you are required to send WhatsApp Messages.

• Or, click the Contacts icon and the dropdown list to select the staff.
• You can also type the staff name in the search box and select the staff.

• Click the staff name.
• Click the Whatsapp icon on the pop-up window.

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For your convenience, you can also send WhatsApp messages by clicking the WhatsApp icon from the following entry points:

• Agent in the Binding List of the Engagement section.
• Phone Number in the Contact Information of the Internal Contacts.
• Caller or Receiver in the Report Details of the Call Report.
• Contact Information of the Staff's Chat Room.

After clicking the Whatsapp icon, you are directed to the WhatsApp page in the browser.

• Click Continue to Chat or Download if you have not installed WhatsApp yet on your local device. You may scan the WhatsApp QR code to use WhatsApp Web on your local device.
• You can send messages to your internal staff directly in the WhatsApp chat room.