Configuring Messaging¶
Besides talking on the phone, your agents can send written messages to customers: an email or a WhatsApp message. A booking confirmation, a payment receipt, a reminder after a missed call.
Vyom does not send these from its own accounts. Messages go out from your own email server and your own WhatsApp Business account, so customers see your name and number.
Where to find it: Console menu, Messaging.
Who can use it: Tenant Developer and above can set up messaging. Tenant Supervisors can see what was sent in Messaging History.
What you can set up¶
| Channel | What you set up | Page |
|---|---|---|
| Your mail server (SMTP) and your email templates | ||
| Your WhatsApp Business account and your WhatsApp templates | ||
| Records | A list of every message your agents sent | Messaging History |
How messages get sent¶
There are three ways a message goes out:
| When | How it works |
|---|---|
| During a call | The agent sends a message when it makes sense, for example after a booking. You give the agent an action for this. See Sending Email and WhatsApp Actions. |
| After a missed outbound call | Vyom sends a WhatsApp message to a contact who did not answer. See No-answer follow-up. |
| Automatic reply | If a customer replies to a WhatsApp message, Vyom sends one fixed reply. See Replies from customers. |
In all cases the wording comes from a template that you wrote, so the customer always gets exactly what you approved. Only the placeholders, such as the name or the booking reference, change.
Set-up order¶
- Set up the channel: Email or WhatsApp.
- Create at least one template.
- Give an agent the action to send it. See Agent Actions.
- Try it with a real call. Then check the message in Messaging History.
If something goes wrong¶
| What you see | What it means and what to do |
|---|---|
| Messaging is missing from the menu | It needs the Tenant Developer role or above. Ask a Tenant Admin. |
| Messaging History is missing | It needs the Tenant Supervisor role or above. |
| A message did not arrive | Check its status in Messaging History. The reason for a failure is shown there. |