PEC-AD/Current/Agent/ADWhatsApp - Revision history

WikiSysop at 16:02, August 30, 2022

2022-08-30T16:02:11Z

WikiSysop at 19:18, July 28, 2022

2022-07-28T19:18:19Z

WikiSysop at 18:48, July 28, 2022

2022-07-28T18:48:55Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

2021-11-09T21:11:37Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:51Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Matthew.west@genesys.com: Published

2021-10-14T16:24:45Z

Published

Matthew.west@genesys.com: Published

2021-07-27T17:27:52Z

Published

Matthew.west@genesys.com: Published

2021-06-14T16:46:54Z

Published

Matthew.west@genesys.com: Published

2021-03-31T17:59:49Z

Published

Matthew.west@genesys.com: Published

2021-03-11T21:07:00Z

Published

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical

@@ Line 19: / Line 19: @@
 {{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that WhatsApp interactions are directed to these agents upon login.|2}}
-When you receive a WhatsApp it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept a message, the WhatsApp interaction view opens on your Agent Desktop. It includes all the controls, information about the WhatsApp (Case Information), and Disposition and Note tabs where you can add information about the email. There might also be tabs on the right side of the view that contain contact information, history, and other features.
+When you receive a WhatsApp it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept a message, the WhatsApp interaction view opens on your Agent Workspace. It includes all the controls, information about the WhatsApp (Case Information), and Disposition and Note tabs where you can add information about the email. There might also be tabs on the right side of the view that contain contact information, history, and other features.
 <!--When a WhatsApp interaction is routed to your desktop, y-->You handle the interaction by exchanging messages with your contact. If either you or the contact ends the session, the interaction is done. To close the interaction, you must mark it as '''Done'''. However, sometimes you must continue a WhatsApp conversation. Perhaps you had to take time to find additional information for the contact or start a business process in your company before continuing the conversation.
@@ Line 159: / Line 159: @@
 |alignment=Vertical
 |structuredtext=#{{Link-SomewhereInThisManual|topic=ADQuickStart|anchor=top|display text=Getting Started}}
-#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
+#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 #{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 #{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}

@@ Line 3: / Line 3: @@
 |DisplayName=WhatsApp Chat
 |TocName=WhatsApp Chat
-|Context=The Workspace Agent Desktop {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange chat messages (interactions) with a contact. Chat interactions include Web Chat, WhatsApp messages, Facebook Messenger, Twitter Direct Messages, and SMS messages.
+|Context=The Agent Workspace {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange chat messages (interactions) with a contact. Chat interactions include Web Chat, WhatsApp messages, Facebook Messenger, Twitter Direct Messages, and SMS messages.
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
@@ Line 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* Due to continual changes to Workspace Agent Desktop, screenshots in this document might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
+* Due to continual changes to Agent Workspace, screenshots in this document might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
-* Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users and some only for Genesys Multicloud CX on premises users.
+* Some Agent Workspace features are available only for Genesys Multicloud CX users and some only for Genesys Multicloud CX on premises users.
 |1}}

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * Due to continual changes to Workspace Agent Desktop, screenshots in this document might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
-* Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users and some only for Genesys Engage on premises users.
+* Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users and some only for Genesys Multicloud CX on premises users.
 |1}}

@@ Line 10: / Line 10: @@
 |structuredtext={{NoteFormat|
 * Due to continual changes to Workspace Agent Desktop, screenshots in this document might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
-* Some Workspace Agent Desktop features are available only for Genesys Engage cloud users and some only for Genesys Engage on premises users.
+* Some Workspace Agent Desktop features are available only for Genesys Multicloud CX users and some only for Genesys Engage on premises users.
 |1}}

@@ Line 15: / Line 15: @@
 WhatsApp is a messaging service that enables the exchange of text messages, {{Link-SomewhereInThisManual|topic=ADChat|anchor=Emojis|display text=emojis}}, images, and Highly Structured Messages (HSM) between you and a contact through your computer. Typically, a contact sends you a message from a mobile device or computer. From your point of view, handling an WhatsApp chat session is no different from handling any other {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} session, whether you are handling a one time interaction or are continuing a conversation.
-When a WhatsApp interaction is routed to your desktop, you handle the interaction by exchanging messages with your contact. If either you or the contact ends the session, the interaction is done. To close the interaction, you must mark it as '''Done'''. However, sometimes you must continue a WhatsApp conversation. Perhaps you had to take time to find additional information for the contact or start a business process in your company before continuing the conversation.
+To start receiving WhatsApp interactions, set your status on the WhatsApp channel to '''Ready'''.
 If your account is enabled for asynchronous chat, you can continue an interaction after the initial interaction is ended by using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} in the interaction window or the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}.

@@ Line 32: / Line 32: @@
 |anchor=Connecting
 |alignment=Vertical
-|structuredtext=When you select a contact from the '''Assigned Contacts''' view in the '''Communication''' tab, the list of channels and phone numbers available for a contact is displayed in the '''Contact Information''' area.
+|structuredtext=When you select a contact from the '''Assigned Contacts''' view in the '''Communication''' tab, the list of channels and phone numbers available for a contact is displayed in the '''Contact Information''' area. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts.
 [[File:GAPI 900 WhatsApp Communication Tab Channel Action Menu.png|Communications tab showing a WhatsApp interaction.|alt=The Communications tab in the Connect group showing a WhatsApp interaction.|500x500px]]

@@ Line 9: / Line 9: @@
 |alignment=Vertical
 |structuredtext={{NoteFormat|
-* Due to continual changes to Workspace Agent Desktop, screenshots in this document might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
+* Due to continual changes to Workspace Agent Desktop, screenshots in this document might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
 * Some Workspace Agent Desktop features are available only for Genesys Engage cloud users and some only for Genesys Engage on premises users.
 |1}}
@@ Line 26: / Line 26: @@
 *In the '''Assigned Contacts''' view, select the contact.
-All previous interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click '''Create WhatsApp Interaction''' ([[File:GAPI_900_Async_to_Chat_Interaction_Button.png|20px|link=]]) to open the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat interaction view}}.
+All previous interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click '''Create WhatsApp Interaction''' ([[File:GAPI_900_Async_to_Chat_Interaction_Button.png|Create WhatsApp Interaction button.|alt=The Create WhatsApp Interaction button.|20px|link=]]) to open the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat interaction view}}.
 |Status=No
 }}{{Section
@@ Line 34: / Line 34: @@
 |structuredtext=When you select a contact from the '''Assigned Contacts''' view in the '''Communication''' tab, the list of channels and phone numbers available for a contact is displayed in the '''Contact Information''' area.
-[[File:GAPI 900 WhatsApp Communication Tab Channel Action Menu.png|500x500px]]
+[[File:GAPI 900 WhatsApp Communication Tab Channel Action Menu.png|Communications tab showing a WhatsApp interaction.|alt=The Communications tab in the Connect group showing a WhatsApp interaction.|500x500px]]
-If the contact has a WhatsApp account that is not connected to your organization, send a request to WhatsApp to connect the account to your organization by clicking the '''Action''' menu next to the phone number and selecting '''Connect WhatsApp Channel''' (see image above). When WhatsApp approves the request by indicating that the number is a valid WhatsApp number, the WhatsApp channel is displayed in the '''Contact Information''' area.
+If the contact has a WhatsApp account that is not connected to your organization, send a request to WhatsApp to connect the account to your organization by clicking the '''Action''' menu next to the phone number and selecting '''Connect WhatsApp Channel''' (refer to the image above). When WhatsApp approves the request by indicating that the number is a valid WhatsApp number, the WhatsApp channel is displayed in the '''Contact Information''' area.
 If the contact does not have a WhatsApp account for a phone number, ask the contact to confirm which number to use. If the number does not exist in the Contact Information in the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADcontacts|anchor=add|display text=Contact Directory}}, you can add the number. To refresh the Contact Information area, unsubscribe from the contact, and search for them again. When the number displays in the Contact Information area, select '''Connect WhatsApp Channel''' from the channel action menu next to the correct phone number.
@@ Line 53: / Line 53: @@
 |structuredtext=Contacts can send WhatsApp messages from their device to your organization's WhatsApp channel. When WhatsApp messages are routed to you, handle WhatsApp messages just like you would handle a {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} interaction with one of your contacts.
-[[File:GAPI_900_WhatsApp_Asynchronous_Chat_Example.png|500px]]
+[[File:GAPI_900_WhatsApp_Asynchronous_Chat_Example.png|WhatsApp notification and interaction view.|500px]]
 Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.
@@ Line 59: / Line 59: @@
 The '''Contact''' tab contains information about the contact including the phone number that sent the WhatsApp message if applicable. You can update the contact information and view the history of interactions with the contact.
-[[File:GAPI 900 WhatsApp Asynchronous Chat Example Contact Tab.png|600x600px]]
+[[File:GAPI 900 WhatsApp Asynchronous Chat Example Contact Tab.png|The Contact tab in the WhatsApp interaction view.|600x600px]]
 If you have had previous chat/WhatsApp interactions with the contact, the full transcript is in the {{Link-SomewhereInThisManual|topic=ADWhatsApp|anchor=ConversationTab|display text=Conversation tab}}.
@@ Line 67: / Line 67: @@
 The '''Conversation''' tab is displayed in the Chat Interaction view.
-[[File:GAPI_900_WhatsApp_Chat_Interaction_Conversation_Tab.png|500px]]
+[[File:GAPI_900_WhatsApp_Chat_Interaction_Conversation_Tab.png|Conversation tab in the WhatsApp interaction view.|500px]]
 The transcript of the chat is displayed both in the Transcript area and the '''Conversation''' tab. The '''Conversation''' tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact.
@@ Line 75: / Line 75: @@
 You can create an outbound WhatsApp interaction by clicking the '''Create''' '''WhatsApp Interaction''' button in the '''Contact information''' area:
-[[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png]]
+[[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png|Contact information area in the Conversation tab.]]
 {{NoteFormat|
@@ Line 96: / Line 96: @@
 icon then select the '''WhatsApp''' channel icon.
-[[File:GAPI_900_No_Message_Field.png|300px]]
+[[File:GAPI_900_No_Message_Field.png|Create WhatsApp Interaction button and WhatsApp channel icon.|alt=The Create WhatsApp interaction button and the WhatsApp channel icon.|300px]]
 |}}
 For information about using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}, refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}.
-[[File:GAPI_900_WhatsApp_Asynchronous_Chat_Communication_Tab.png|500px]]
+[[File:GAPI_900_WhatsApp_Asynchronous_Chat_Communication_Tab.png|Communications tab showing a WhatsApp transcript.|alt=The Communications tab in the Connect group showing a WhatsApp interaction transcript.|500px]]
 WhatsApp interaction can also be started by clicking the '''Create WhatsApp interaction''' button next to the WhatsApp channel in the '''Communication''' tab:
-[[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png]]
+[[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png|Contact information area in the Conversation tab.]]
 '''Note:''' Sometimes a WhatsApp message you send cannot be delivered. A system message is displayed in the transcript area if the WhatsApp message was not delivered.

@@ Line 24: / Line 24: @@
 *In the '''Connect''' group, select the '''Communication''' tab.
-*Open the '''Contact''' view.
+*In the '''Assigned Contacts''' view, select the contact.
-All previous interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click the '''Chat''' button ([[File:GAPI_900_Async_to_Chat_Interaction_Button.png|20px|link=]]) to open the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat interaction view}}.
+All previous interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click '''Create WhatsApp Interaction''' ([[File:GAPI_900_Async_to_Chat_Interaction_Button.png|20px|link=]]) to open the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat interaction view}}.
 |Status=No
 }}{{Section
@@ Line 33: / Line 32: @@
 |anchor=Connecting
 |alignment=Vertical
-|structuredtext=When you select a contact from the list of contacts in the '''Communication''' tab, the list of channels and phone numbers available for a contact is displayed in the '''Contact Information''' area.
+|structuredtext=When you select a contact from the '''Assigned Contacts''' view in the '''Communication''' tab, the list of channels and phone numbers available for a contact is displayed in the '''Contact Information''' area.
 [[File:GAPI 900 WhatsApp Communication Tab Channel Action Menu.png|500x500px]]
-If the contact has a WhatsApp account that is not connected to your organization, send a request to WhatsApp to connect the account to your organization by clicking the Action menu next to the phone number and selecting '''Connect WhatsApp Channel'''. When WhatsApp approves the request by indicating that the number is a valid WhatsApp number, the WhatsApp channel is displayed in the '''Contact Information''' area.
+If the contact has a WhatsApp account that is not connected to your organization, send a request to WhatsApp to connect the account to your organization by clicking the '''Action''' menu next to the phone number and selecting '''Connect WhatsApp Channel''' (see image above). When WhatsApp approves the request by indicating that the number is a valid WhatsApp number, the WhatsApp channel is displayed in the '''Contact Information''' area.
 If the contact does not have a WhatsApp account for a phone number, ask the contact to confirm which number to use. If the number does not exist in the Contact Information in the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADcontacts|anchor=add|display text=Contact Directory}}, you can add the number. To refresh the Contact Information area, unsubscribe from the contact, and search for them again. When the number displays in the Contact Information area, select '''Connect WhatsApp Channel''' from the channel action menu next to the correct phone number.
@@ Line 59: / Line 58: @@
 The '''Contact''' tab contains information about the contact including the phone number that sent the WhatsApp message if applicable. You can update the contact information and view the history of interactions with the contact.
 If you have had previous chat/WhatsApp interactions with the contact, the full transcript is in the {{Link-SomewhereInThisManual|topic=ADWhatsApp|anchor=ConversationTab|display text=Conversation tab}}.
@@ Line 72: / Line 73: @@
 For information about using the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}.
-You can continue a WhatsApp interaction by clicking the '''WhatsApp''' button in the '''Contact Information''' area:
+You can create an outbound WhatsApp interaction by clicking the '''Create''' '''WhatsApp Interaction''' button in the '''Contact information''' area:
 [[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png]]
@@ Line 85: / Line 86: @@
 The '''Communication''' tab in the '''Connect''' group allows you continue conversations that you or others at your contact center have had with your company's contacts.
-To continue the conversation, find the contact in the '''Communication''' tab, then select their name from the contact list.
+To continue the conversation, find the contact in the '''Communication''' tab, then select their name from the '''Assigned Contacts''' view.
 To continue the conversation, perform one of the following actions:
 *Type in the '''Write a Message''' field and click '''Send'''.
-*Click the '''Chat''' icon to open a new Chat interaction view.
+*Click the '''Create WhatsApp Interaction''' icon to open a new Chat interaction view.
 {{NoteFormat|
-In some environments, the '''Write a Message''' field is not available. To start a new interaction with the contact click the '''Chat''' icon and select a the WhatsApp channel icon.
+In some environments, the '''Write a Message''' field is not available. To use the WhatsApp channel, click the '''Channel'''
 [[File:GAPI_900_No_Message_Field.png|300px]]
@@ Line 101: / Line 103: @@
 [[File:GAPI_900_WhatsApp_Asynchronous_Chat_Communication_Tab.png|500px]]
-WhatsApp interaction can also be started by clicking '''Create WhatsApp interaction''' next to the WhatsApp channel in the '''Communication''' tab:
+WhatsApp interaction can also be started by clicking the '''Create WhatsApp interaction''' button next to the WhatsApp channel in the '''Communication''' tab:
 [[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png]]
@@ Line 121: / Line 123: @@
 *Open the '''Notifications''' view.
 *Click the name of a Notification document.
 *Review and, if needed, edit the Notification template displayed in the '''Message''' field in the transcript area.
 *Click '''Send'''. The Notification document is displayed in your contact's WhatsApp account.
 |structuredtextwide=Many Notification documents contain reply buttons or other feedback mechanisms enabling the contact to reply to the Notification. For example, you might send a Notification containing a proposed appointment time with '''Yes''' and '''No''' buttons that the contact can select to respond to the Notification.