Whatsapp Business Platform

Overview : The WhatsApp Business Platform allows medium and large businesses to  communicate with their customers at scale. Using our APIs and create own Template,  businesses can connect thousands of agents and bots to interact with customers  programmatically and manually. Additionally, the APIs can be integrated with numerous  backend systems, such as CRM and marketing platforms. 

  • Conversation
  • Broadcast
  • Contact List Upload
  • Chatbot Builder
  • Template
  • Snippets
  • WA Catalogue
  • WA Products
  • WA Orders
  • Profile Settings
  • Auto-reply settings
  • WA Commerce settings
  • Third party chatbot
  • Automation Rules
  • APIs

 Conversation : This section likely serves as the hub for viewing and managing customer interactions. Businesses can:

  • View incoming and outgoing messages.
  • Respond to customer inquiries in real-time.
  • Categorize and prioritize conversations.
  • Send Templates as well.

Explanation of the IMS Conversations Panel (Kit19 Interface)

This section explains the key elements visible in the provided image of the Kit19 IMS Conversations panel.

  1. Lead, Enquiry, and Team Tabs
  • Lead: Displays the total number of leads/chats (e.g., 6528) in the system.
  • Enquiry: Displays the total number of customer inquiries/chats (e.g., 3668).
  • Team: Displays the number of active team interactions/internal team chats (e.g., 64).
  1. Chat List (Left Panel)

This panel shows all the ongoing conversations. Key features include:

  • Customer names and contact numbers.
  • Time elapsed since the last message.
  • Message previews for quick reference.
  • Icons indicating message type (e.g., inbound call, bot message).
  1. Conversation Window (Center Panel)

The center panel displays the active chat thread with detailed information such as:

  • Chat history, including timestamps.
  • Bot responses and system notifications.
  1. Action Buttons and Icons (Top Right)
  • The “+” icon allows users to add new leads, or notes directly from the interface.
  • Enter the details and click on Save button.

Broadcast : The “Broadcast” feature allows businesses to.

  • Send messages to a large group of recipients at once.
  • Share updates, promotions, or announcements efficiently.

Steps to create new Broadcast : 

  • First click on the plus “+” icon top right corner.
  • New pop up window open then fill the some details and Save it.
  • Choosing Broadcast Method:
  1.  Segmentation : allow you to send targeted, relevant messages to specific groups of customers based on specific criteria.
  2. CSV : Upload a CSV file containing the list of recipients. The . csv file extension stands for “comma-separated value” file, and it’s one of the most common outputs for any spreadsheet program.

Note : you can choose any one option from Segmentation or CSV to create your new Broadcast.

1. By Segmentation :

1. Name of Broadcast :

  • Users can assign a unique name to the broadcast for easy identification.
    Set the date and time for when the broadcast should be sent.

2. Schedule Date & Time :

  • Set the date and time for when the broadcast should be sent.

 3. Audience :

  • Match Criteria: Users can select the audience based on predefined categories such as:
    • All Conversations.
    • All Enquiries.
    • All Leads.
  • Include Additional Mobile Numbers : Users can manually add additional mobile numbers by entering them one per line.

4. Include Recipient :

  • Options to include:
    • Already Added Contacts: Only contacts already in the system.
    • All Contacts: Includes all contacts in the database.

5. Select Template : A dropdown menu to select a message template. This is used to standardize the content being sent out to recipients.

2. By CSV File :

Usage Instructions by CSV :

  • Naming the Broadcast: Input a relevant name for your broadcast or use the auto-generated name.
  • Scheduling: Set the date and time for when the broadcast should be sent.
  • Choosing Broadcast Method: Select either CSV upload based on your recipient list.
  • Selecting Template: Choose a message template from the dropdown.
  • Uploading CSV: Click “Choose File” to upload your CSV file, ensuring it matches the format previewed.
    • CSV Format Display :
      • Below the upload button, there is a preview of the CSV file format which includes columns:
      1. S.No.: Serial number of the recipient.
      2. MobileNo: Recipient’s mobile number.
      3. Placeholder_1, Placeholder_2, Placeholder_3: Fields that can be used for personalized content within the message. 
  • Review Notes: Ensure you comply with the message quota and recipient number limit.
  • Saving the Broadcast: Click “Save” to finalize the setup.

 Contact List Upload : This feature simplifies the process of adding multiple contacts by enabling the upload of bulk contact lists.

  • File Upload Section : 
    • Select a File Button: A green button labeled “Select a file…” allows users to upload a file. The file should be in a specific format (e.g., Excel Workbook) as indicated by the sample file.
  • Source Dropdown : 
    • A dropdown menu labeled “Choose Source” where users can select the source of the contacts. Options include:
      • FranchiseIndia
      • WebForm Pagenew_contact_form
      • Demotest & many more.
    • The source selected will determine how the contacts are categorized within the system.
  • Communication Channel :
    • A pre-selected dropdown indicating the communication channel as “WhatsApp.”
  • Action Buttons :
    • Upload: Initiates the upload process for the selected file.
    • Cancel: Cancels the operation and returns the user to the previous screen.

 Broadcast Report : Broadcast Report Provides insights and analytics about broadcast messages, such as: Delivery rates and Read rates etc.

Note : if user run any broadcast they can see all details in broadcast reporting but user not running any broadcast so, he can’t show the report here(NO Record Found) Like you can see the above image.

Chatbot Builder : WhatsApp Chatbots can automatically respond to various customer communications, from customer service to sales, and can be integrated via the WhatsApp Business Platform. Answer frequently asked questions.

Steps to Create Chatbot :

  • click on the plus “+” icon on Top right corner.
  • New window pop-up and click on “start from scratch”.
  • Another window pop-up Add New Flow, enter flow name and select any bot icon.
  • click on create button.
  • After create flow this chatbot interface appears (image mentioned blow)

Overview of the Interface:

The interface allows users to create, customize, and manage Chatbot workflows. The above screenshot highlights various features and buttons, each labeled with a description for clarity.

Key Components and Features:

  • Left Sidebar Menu :This panel contains Reply tools & Action tools for designing the chatbot flow.
  • Reply Tools :
    • Start Message: Define the initial message that the bot sends when a conversation begins.
    • End Flow: Indicate the conclusion of a particular conversation thread/end.
    • Reply: Add a response for the chatbot to send to users.
    • Time Delay: Introduce a delay before the bot sends its next message.
    • Set a Condition: Add logic-based conditions to tailor chatbot responses based on user input.
  • Actions Tools:
    • Mail: Send email notifications.
    • SMS: Send text messages.
    • Voice: Set up voice responses.
    • Deal: Integrate CRM deals into the workflow.
    • Task: Assign and manage tasks.
    • Follow-Ups: Schedule follow-up actions.
    • Appointment: Schedule appointments directly through the chatbot.
    • Subscribe: Allow users to subscribe to updates or notifications.
    • Unsubscribe: Provide an option for users to opt out of notifications or updates.
    • Update Attribute: Update user attributes dynamically during a conversation.
    • Set Tags: Add tags to categorize or segment users.
    • Invoke New Flow: Trigger a different chatbot workflow.
    • Webhook: Integrate external APIs for advanced functionalities.
    • Create Ticket: Automatically create support tickets for user queries.
  • Save Button (Highlighted):
    • Located at the bottom of the workflow editor, this button is used to save the created or updated chatbot flow.
  • Test Bot Button (Top Right):
    • This feature allows users to test the functionality of the chatbot in real-time to ensure the workflow is working as intended.
  • Chatbot Settings Button (Top Right):
    • Opens the settings panel for customizing and configuring chatbot-specific options such as name, triggers, or integration details.

Templates : New Whatsapp Template Configuration Panel.

  • Click on the Plus “+” icon top right corner.
  • New window pop-up.
  1. Template Name Field:
    • This input box allows users to specify a unique name for the new template.
  2. Category:
    • Dropdown to categorize the template with options such as Marketing, Utility, or Authentication (only one can be selected).
  3. Language:
    • Dropdown to select the language for the template (e.g., English).
  4. Template Type:
    • Dropdown to choose the type of template, such as “Standard (text only)” or “Media & Interactive.”
  5. If Media & Interactive Template Type is Selected:
    • Header:
      • Options for the header include Text, Image, Document, or Video (only one can be selected).
    • Body:
      • This section allows the user to add the main content of the message with customizable placeholders for dynamic data.
    • Footer:
      • Include additional information or disclaimers in the message.
    • Buttons:
      • Options include:
        • Quick Reply: Add a button for users to quickly respond.
        • Call to Action: URL: Add a button to direct users to a specific URL.
        • Call to Action: Phone: Add a button to initiate a phone call.
  6. Preview and Submit Button:
    • Located at the bottom right, this button allows users to preview the template and submit it for approval.
  7. Discard Changes Button:
    • Located next to the preview button, this option lets users discard unsaved changes to the template.

 

 Template Configuration:

  • Users can define the structure of a message template using building blocks such as header, body, footer, and buttons.
  • Custom placeholders allow for the insertion of dynamic data, making the messages personalized.
  • The “Preview and Submit” feature ensures that templates meet user requirements before final submission.

Snippets : Snippets are pre-written responses to common queries. This feature helps , Save time in responding to FAQs & Maintain consistency in messaging.

Guide to Creating Snippet This document explains the steps involved in creating a snippet, using the provided image as a reference.

Steps to Create Snippets:

  1. Click on the Plus “+” Icon:
    • Navigate to the top right corner of the Snippets page.
    • Click on the “+” icon to open the snippet creation window.
  2. New Window Pop-Up:
    • A new window will pop up, as shown in the provided image.
  3. Select Type:
    • Choose the type of snippet you want to create from the dropdown menu:
      • Text
      • Media & Interactive
  1. Enter Snippet Name:
    • In the “Name” field, provide a meaningful name for your snippet. This is a required field.
  2. Header:
    • Configure the header section by selecting one of the following options:
      • Text: Add textual content.
      • Image: Upload an image.
      • Video: Insert a video.
      • Document: Attach a document.
  1. Body:
    • Add the main content for the snippet in the body section. This could include details or messages you want to convey.
  2. Footer:
    • Optionally, configure the footer section with additional information or call-to-action text.
  3. Button, Menu, and Catalogue:
    • You can include one of the following interactive options:
      • Button: Add a clickable button.
      • Menu: Create a menu with multiple options.
      • Catalogue: Include a catalogue for showcasing products or services.
  1. Preview and Save:
    • Click on the “Preview” button to review your snippet.
    • Once satisfied, click on the “Save” button to finalize your snippet.

By following these steps, you can easily create and customize snippets to suit your requirements.

WA Catalogue : Allows businesses to showcase their products or services directly on WhatsApp. Customers can browse offerings within the app.

The table is divided into the following columns:

  • Catalog Set Name: Displays the name of each catalog set.
  • Catalog Name: Lists the specific catalogs within each set.
  • Created By: Shows the name of the user who created the catalog.
  • Created On: Displays the date and time when the catalog was created.

WA Products : This section manages individual product details listed in the WA Catalogue, such as: Product descriptions.

  • Pricing and Availability.

 The main content area contains a table with the following column headers:

  • FB Catalogue Product: This column is likely intended to display the name or identifier of products linked to a Facebook catalog.
  • Catalog Name: This column would contain the names of the catalogs where products are stored or grouped.
  • Product URL: This column would display links to the product’s online listing or webpage.
  • Created By: This column shows the user or entity that created the product entry.
  • Created On: This column records the date and time when the product entry was added to the list.

WA Orders : Enables businesses to track and manage orders received through WhatsApp, including:

  • Carts Received.
  • Total cart value. And more…

1. Summary Section

  1. This section is located below the header and is titled “Show Summary.” It is visually highlighted with a green background.
  2. It displays key performance metrics in separate colored boxes:
    • Carts Received (0): This metric indicates the number of shopping carts initiated by customers.
    • Total Cart Value (0.00): This shows the total monetary value of all the items added to carts.
    • Orders Received (0): This metric reflects the number of confirmed orders.
    • Total Order Value (0.00): This represents the cumulative value of all confirmed orders.
    • Conversion (0): This metric highlights the percentage or count of successful transactions out of the total carts received.
  3. The metrics are displayed in a visually appealing manner with distinct background colors for better readability.

2. Order List Section

  1. Located below the summary, this section is labeled “Order List.”
  2. It appears to be designed for listing detailed information about individual orders.
  3. Currently, the section is empty, indicating that no orders have been placed yet or that data has not been synced or imported.

Profile Settings : The profile settings section is used to Update business information such as name, logo, and description.

The table in the main area provides a list of account details with the following columns:

  1. Company Name: Displays the name of the company associated with the account. In this case, the value is “Kit19.”
  2. Phone No: Lists the phone number linked to the company, shown as “919910025145.”
  3. Display Name: Shows the display name of the account, which is “Kit19.”
  4. Status: Indicates the account’s current status. The status is displayed as “Active” with a green label, signifying that the account is currently functional.
  5. Action: Provides additional options for interacting with the account. A dropdown menu is visible with three options:
    • Info: Likely to view detailed information about the account.
    • Settings: Provides access to configuration settings for the account.
    • Sync: Allows synchronization of account data.

Auto-reply Settings : This feature allows businesses to set automated responses for :

  • Frequently asked questions.
  • Away messages during non-business hours.
  1. Business Hours Table:
    • Days: Lists all days of the week from Monday to Sunday.
    • From: The starting time for business operations, which is set to 09:00 (9:00 AM) for all days.
    • To: The closing time for business operations, which is set to 18:00 (6:00 PM) for all days except Sunday.
    • Status:
      • “Opened” for Monday to Saturday, indicating the business is operational on these days.
      • “Closed” for Sunday, showing the business is not operational.
  1. Edit Button:
    • Allows customization of business hours for specific days.

Auto-Reply and Default Replies :

This screenshot mentioned Above details the auto-reply and default reply settings in the WhatsApp Settings section:

  1. Set Auto Reply:
    • Working Hour:
      • Option to compose a reply or leave it as “None” during working hours.
    • Non-Working Hour:
      • Option to compose a reply or leave it as “None” for after-business hours.
  1. Set Default User Reply:
    • When there’s no reply to the user:
      • A default response can be set to trigger after a defined duration (e.g., 2 minutes).
      • Option to compose the message or leave it as “None.”
  1. Set Default Agent Reply:
    • When all agents are offline, even in working hours:
      • A default response can be set to trigger after a defined duration (e.g., 2 minutes).
      • Option to compose the message or leave it as “None.”
  1. Edit Button:
    • Allows customization of auto-replies and default replies for the scenarios described above.

WA Commerce Settings : Start Selling on WhatsApp! You can send Catalogs to customers as part of campaigns & autoreplies. They can then place orders via Carts.

Start Selling on WhatsApp

This Image mentioned Above provides an overview of the steps needed to configure and start selling products through WhatsApp. Below is a breakdown of the key sections and actions:

  1. Section Title: “Add products to your WhatsApp Store.”
    • Explains that products can be sent as catalogs in campaigns and autoreplies, allowing customers to place orders via carts.
  2. Steps to Complete Setup:
    • Enter Facebook Catalog ID:
      • Instruction: “We will fetch products from this catalog ID.”
      • Button: “Provide Info” to input the catalog ID.
    • Provide Compliance Info:
      • Instruction: “This will appear in your WhatsApp profile.”
      • Button: “Provide Info” to submit compliance information.
    • Set up FB Catalog & Collection:
      • Instruction: “Remember to add the country of origin for each product.”
      • Hyperlinks to additional resources like “Kit19 product” and Shopify for guidance.
      • Button: “Go to FB” to manage catalog and collections on Facebook.
    • Give Catalog Access & Connect to WhatsApp Account:
      • Instruction: “Add Kit19 as Catalog partner & Connect to WA.”
      • Button: “Go to FB” for granting access.
    • Connect Your Catalog to Your WhatsApp Account:
      • Instruction: “Go here and follow the steps shown.”
      • Button: “Go to FB” to connect the catalog to WhatsApp.
  1. Buttons:
    • Each action step is associated with buttons for easy navigation and information input, such as “Provide Info” and “Go to FB.”

Third-Party Chatbot : Integrates external chatbot solutions to enhance functionality, allowing for more complex workflows.

 Integration Steps:

  • Click on the “Connect” button to initiate the integration process.
  • A pop-up window appears for inputting the required details.
  • Fill in all fields accurately.
  • Click on the “Save” button to complete the setup.

  Note : Picture mentioned below for your better understanding and explanation .     

  1. Dialogflow Options:
    • Dialogflow ES: Select this option for basic Dialogflow integration.
    • Dialogflow CX: Select this option for advanced Dialogflow integration.
    • Kit19 Flow: A custom flow option provided by Kit19.
  2. Required Details:
    • WhatsApp Number: Enter the associated WhatsApp number, e.g., 919910025145.
    • Region: Choose the appropriate region for the Dialogflow instance, e.g., us-central1.
    • Environment ID: Input the unique Environment ID provided by Dialogflow.
    • Agent ID: Enter the unique Agent ID for the Dialogflow agent.
    • Upload API Key: Add the API Key file provided by Dialogflow to enable integration.
  3. Buttons:
    • Save: Click to finalize the integration.
    • Close: Exit the pop-up window without saving.

Automation Rules : This section is used to create rules that automate repetitive tasks, such as Triggering responses based on keywords.

WhatsApp Automation Rules

This screenshot highlights the automation rule settings for WhatsApp in Kit19:

  1. Rules Table:
    • Rule: Displays the name of the rule, such as “Bot.”
    • Trigger Action: Shows the associated action triggered by the rule, e.g., “Homeland Regalia.”
    • Triggered Count: Indicates the number of times the rule has been triggered, e.g., 57.
    • Condition: Displays the condition for the rule’s execution, e.g., “Any.”
    • Last Modified: Indicates the last date and time the rule was updated, e.g., 12/23/2024 4:12:25 PM.
    • Modified By: Shows the user who modified the rule, e.g., “Pelsoft Shukla.”
    • Status: Indicates whether the rule is “Active” or “Inactive.”
  2. Actions:
    • Edit: Modify the existing rule.
    • Delete: Remove the rule from the system.

Note : The written text mentioned above it’s from the above image because the “One Automation Rule” is already created that’s only for your better Understanding regarding that fields.

  1. Create New Rule:
    • Click on the plus “+” button in the top-right corner to create a new rule.

Add Rule Configuration :

This screenshot provides details about configuring a new rule for WhatsApp automation:

  1. Rule Name:
    • Enter the name of the rule in the “Please Enter Rule Name” field.
  2. Action Type:
    • Select the type of action to perform when the rule is triggered, e.g., “Reply.”
  3. Chatbot:
    • Choose the chatbot associated with the rule, e.g., “Homeland Regalia.”
  4. Conditions:
    • Apply Conditions: Choose whether to “Apply all of these conditions” or “Apply any of these conditions.”
    • Condition Type: Select the type of condition, e.g., “User.”
    • Operator: Define the operator for the condition, such as “Belongs to.”
    • Value: Enter the value for the condition, e.g., a specific user text.
  5. Condition Table:
    • Displays the configured conditions, with columns for “Condition Type,” “Operator,” and “Value.”
  6. Buttons:
    • Save: Finalize and save the new rule configuration.
    • Cancel: Discard the changes and exit the configuration

APIs : Provides access to the WhatsApp Business API, which enables developers to: Integrate WhatsApp functionality into existing systems. Build custom solutions for messaging, Webhook, Templates and many more.

  1. Manage API Keys:
    • Displays the status of the integration, indicating whether it is running and capable of sending and receiving messages.
    • Generate API Key: Click this button to create a new API key for integration if one hasn’t been created already.
  2. Configure Webhook:
    • Describes the process of setting up a webhook to retrieve messages sent to your WhatsApp number.
    • Callback URL: Displays the webhook URL where notifications and incoming messages will be sent, e.g., https://services.kit19.com/webhook/facebook.
  3. Webhook Table:
    • Mobile Number: The WhatsApp number associated with the webhook.
    • Namespace: Specifies the namespace for categorizing messages.
    • Your Callback URL: Displays the registered callback URL.
  4. Incoming Messages:
    • Provides a JSON example of how incoming messages and notifications are structured.
    • Includes message content, sender details, and metadata.
  5. Buttons:
    • Generate API Key: Initiates API key creation.
    • Save: Confirms the webhook configuration.