Summary
🙋 How to filter the chats assigned to me
🔔 How to turn on notifications
⏰ How the META 24-hour window works (WhatsApp, Instagram, Facebook Messenger)
📢 How to start or restart a WhatsApp chat
💰 How to register a reservation
🔄️ How to change the traveler's contact channel
🗓️ How to schedule a message to be sent via WhatsApp (automatic follow-up)
✉️ How to send an invitation to WhatsApp
🎨 How to use text formatting for messages
✅ Change term from "closed" to "completed" chats
📸 Ability to send WhatsApp “start chat” with image
How to create image templates for WhatsApp “start chat”
Specify the unit of a hotel chain when sending a WhatsApp “start chat”
Use on a daily basis
🔍 How to search for chats
To search for a specific chat, click on the magnifying glass icon, located between the date and the other filters.
After clicking, a text box will open to fill in the name, number or email of the contact you want to search for.
When you start typing, the system will search for chats according to the info you insert, without needing to press enter.
⭐ Tip: Don't forget to check that the other filters applied are aligned.
🙋 How to filter the chats assigned to me
To view the chats assigned to your user, click on the quick filter “Assigned to me”
The filter will turn orange, indicating that it is applied. To unapply just click on it again.
⭐ Tip: You can combine this filter with the others available. Customize your queue however you want!
🙈 How to filter unread chats
To view unread chats, click on the “Unread” quick filter
The filter will turn orange, indicating that it is applied. To unapply just click on it again.
⭐ Tip: You can combine this filter with the others available. Customize your queue however you want!
🔔 How to turn on notifications
To receive notifications you must activate them, to do this simply follow the steps below:
First, you must allow notifications in the browser. To do this, click on the icon next to the “chat.asksuite.com” address bar and move the toggle switch to the right side, as shown in the screenshot below:
After allowing notifications, you will need to refresh the page. After refreshing the page, the new live chat notifications icon may be displayed as deactivated. Simply click on “Activate” to receive notifications:
All set! The icon will change indicating that notifications are activated when you click on it:
⭐ Tip: You can select which notifications you want to receive by clicking here!
⏰ How the META 24-hour window works (WhatsApp, Instagram, Facebook Messenger)
Meta, the parent company of WhatsApp, Instagram and Facebook, has a policy that establishes a 24-hour window of contact between a company and its customers, through its channels.
The 24-hour period allows the company to send free messages and starts counting from the moment a message is received. With each new message received from the person, the 24-hour period is recalculated.
For the Instagram and Facebook Messenger channels, there is no way to actively start a chat, but WhatsApp allows this action, as long as it is using templates pre-approved by Meta.
Click to learn more about Meta's contact policy.
📢 How to start or restart a WhatsApp chat
To start a WhatsApp chat, that is, send an active message that consumes company credits, simply click on the orange “+” button at the top of the screen.
If you already have the contact's chat open on the screen, simply click on the message in the text box.
🧑💻 How to send a quote
To send a quote, the chat must be open, with the robot deactivated and you must be the assigned agent. Then, click on the send quote icon in the text box.
On the right side, fill in the quote info in each field and click on “Search”.
Once the results load, select the desired options and click “Send quote”.
All set! Your quote will be sent to the traveler and you are free to make a new quote or serve other travelers.
💰 How to register a reservation
To register a reservation, simply click on the register reservation icon in the text box or in the right sidebar.
Fill in the reservation details in each field and click on “Register reservation”.
🔄️ How to change the traveler's contact channel
If a contact interacts through more than one channel during the chat period, you can choose one of the available channels to communicate with them.
To change the message sending channel, click on the current channel icon and then click on the desired channel.
To confirm switching channels, it is necessary to send a message to the contact via the new selected channel.
📄 How to add a task
To add a task, simply click the tasks icon in the right sidebar.
Then click “Add task”.
Set the date and time for the task, save and that's it! Your task is ready.
You can also view all your tasks (open or completed), regardless of whether they are related to the traveler's open chat on the screen. Just change the view as indicated below.
Also note that overdue tasks have a different font color and icon.
Finally, you can go to the chat related to any task by clicking “Open chat”.
🗓️ How to schedule a message to be sent via WhatsApp (automatic follow-up)
You can schedule a message to be sent via WhatsApp (automatic follow-up) to any travelers who have a WhatsApp number registered in their contact details.
Start by opening the task area by clicking the icon in the right sidebar.
Click “Add task”.
Check the option “Send automatic follow-up via WhatsApp", select the template and delivery condition and click “Create task”.
After confirmation, your follow-up will be scheduled.
Note: Only customers who have the Official Asksuite WhatsApp have this functionality.
✉️ How to send an invitation to WhatsApp
The Asksuite platform allows agents to send an “invitation” to WhatApp for the traveler to continue their chat that was started on another channel.
To do this, click on the WhatsApp icon that appears in the text box.
Select the “Send invitation to WhatsApp” option.
All set! The message will be automatically sent to the traveler, with the info for the them to send a message to your WhatsApp.
Note: Only customers who have the Official Asksuite WhatsApp have this functionality. It is only possible to send the invitation to WhatsApp through the Website, Instagram, Facebook Messenger and Google Business Messenger channels.
🎨 How to use text formatting in your messages
You can personalize your messages, using features such as Bold, Italics, numbered list, bullets and more.
To use the feature, you must select the part of the text to be personalized and select the desired option.
You can also pin formatting options to the text box by clicking the functionality's icon.
Or hide the shortcut by clicking on the same icon again.
Improvements/News
📋Notes about travelers
We have a field to add notes about travelers! Whether it's information about a traveler's preferences, style or booking information, whatever you want! These notes are shared for all chats with the same contact, so if that traveler returns, the notes will be there.
👀 WhatsApp Message Status
Now you can track when a message was sent, delivered and read on WhatsApp. Just note the check mark symbol that appears next to the date and time of the message.
More details can be found here: How do WhatsApp message sending statuses work?
Note: The contact must have read confirmation enabled on their WhatsApp to show the “read” status. The contact will not know that the message was read by you.
📌 Filter centralization
Now the filters are centralized in one place. To open the options, click the filter icon next to the search magnifying glass.
You can filter chats by unit, assigned agent, tags, channels, chat status and message status.
✅ Change term from "closed" to "completed" chats
Now, instead of “closing chats”, you will “complete chats”.
In practice, it works the same way as before, that is, the chat can be opened again. The change was only in the term used.
⌚ New filter: “Unanswered”
To facilitate the management and resolution of pending chats, the “Unanswered” filter was created, which filters only chats in which the last message was from the traveler.
To filter with this option, just click on it. The filter will turn orange, indicating that it is applied. To unapply just click on it again.
As soon as the traveler is responded to, the chat leaves the “Unanswered” queue and will appear without this filter applied.
Note: The “Waiting for reply” queue works in conjunction with the other filters on the screen, so define the configuration that is most efficient for your operation. 😉
🆕 New chat status: Archived
From now on, in addition to “Open” and “Completed”, chats can assume the status of “Archived”.
Archived calls are those considered definitively closed, as there was no message exchange between the contact (traveler) and agent (human or virtual) within a period of time defined by your company.
In other words, if neither you, a colleague, the robot or the traveler sends a message for “X” days, the chat will be automatically archived.
Once a chat is archived, all information recorded during the period in which it was active is linked to it. Ex: tag, quotes, registered reservations, messages, etc…
Then, when you and the contact chat again after archiving, a new chat will be opened, which will have its own information. Yes, there will be no more endless tags!
Next, see how to set up automatic archiving and how to consult the chat history linked to the same contact.
🗃️ Automatic chat archiving
You must set the period of time without interaction between the traveler and agent (human or virtual) for the chat to be considered “archived”.
To access the settings screen:
(1) Settings > (2) Automations > (3) Automatic chat archiving
The archived chat is blocked from new changes, ensuring integrity of the chat info.
Thus, the traveler's next contact will be considered a new chat, with new info linked to it.
📸 Ability to send WhatsApp “start chat” with image
📸 These templates are more eye-catching and allow new approaches to contacting travelers!! They must be created on the WhatsApp template management page and they will also go through the Meta approval process.
To send, they appear in the list of templates available for use, indicating that they have an image. Just select the template and click the “Send message” button.
How to create image templates for WhatsApp “start chat”
Access the WhatsApp template management page and click on the “New template” button.
Select the “Start chat” template type.
Fill in the template name fields, select the desired image and message text. Then click “Save”.
After this action, the template will be subjected to the META (WhatsApp parent company) analysis process and will appear in the list with the status “Pending”. The analysis will be complete in a few hours with the result seen on this same screen. If the template is rejected, it will be necessary to perform the same step again, changing the image and/or text. If it is accepted, it will be available for use!
Specify the unit of a hotel chain when sending a WhatsApp “start chat”
Agents from hotel chains can specify which unit the chat is associated with according to the traveler's interest, allowing for better organization and maintaining a centralized history, even if the chat has restarted.
To direct the chat to the right place, simply select the desired unit in the "unit” field and send the message.
🔙 Chat history
Instead of endlessly scrolling through the chat history looking for specific information, it is now possible to easily locate each chat that a given contact had with the hotel.
To open the contact's chat history, you can click the history button in the top bar of the chat or the history icon in the right sidebar.
Click on the desired chat card to expand and view more details, or click on the date and time of the chat to open the entire chatn history in another tab.
Note
- The platform is still not adapted for cell phones. Use it on a computer or laptop.
Comments
0 comments
Please sign in to leave a comment.