Go to Manage section  from sidebar, select Inbox > Chat > Create Inbox

Select Create Inbox

Fill in the name and tagline of the widget. Two scripts are created, before login and after login, which is used for different cases.

Before login script is used when the company uses the widget for the users which are not distinguishable from them i.e. user is not logged in to their application.

After login, a script is used when the company uses a widget for their registered users and they will send us the unique code, and more details which will be stored in our database for the convenience of our chat.

The company can paste the script into an HTML file in their website code and run the script. A widget will be created with an icon at the bottom right corner of the page.

Now if someone sends a message through that widget, it will be displayed in the contact center. You can also edit the name and tagline of the widget by double-clicking on the script.

Live chat offers human-to-human communication and adds empathy to support conversations, while chatbots elevate the support experience by offering instant answers and automating responses to support queries. Live chat and chatbots work together to provide a high-quality customer support experience to your customer. 

Step 3. After the Bot is created, you will get a pop-up to create an Intent.

An intent represents an action that the user wants to perform on client queries. 

Or you can click on the created Bot and then, 'Create Intent' option.  For example, Restro_Brew_Intent can be the intent name for a restaurant Bot that orders soft drinks.

b) Slots are sequential prompts that are given to the user. These questions will be asked to the user in the sequence defined. You can save the expected values that the user can answer to these questions in Slot Types.

For example:

To fulfill the intent (Order Juices), the bot will need information like Juice Type, Juice Price, Juice Quantity, etc. These will be saved under Slots.

A slot for Types_Of_Juice can have "Which juice you wish to order?" in the prompt. The expected values that the user can answer to this like Mango, Orange, etc. will be saved under Slot Types. 

c) A Slot Type contains the details that are necessary to fulfill a user's intent. You can create your own custom slot types. During a conversation, Bot prompts the user, for specific slot values. The user must provide values for all required slots before Bot can fulfill the intent.

The number of slots depends on how many steps the user has to complete in the sequence before giving the confirmation response.

e) Decline Response

– This response is sent to the user when the user declines the intent. For example, for the prompt, 'Do you want to place the order' and the user responds, 'No.'

c) You can now define messages that are sent on the Success and Failure of fulfillment.

Success Response – A message is sent when the fulfillment completes successfully.

Failure Response – A message sent if the fulfillment failed or can't be completed for some reason.

d) Now Save the intent. To make these updates live, click on the Build Bot option after that. 

Step 8. Click on the Settings option (gear icon) on the right of the inbox card and then select the Edit Widget option.

Step 9. Select the bot that you just created from the Select Bot dropdown and click on the Update button. One bot can be enabled at a time.

Step 10. You can test the bot on the website it is integrated. Type any query that you wrote while creating the bot and send it. You should be able to see your bot responding with the intent.

Step 11. Now go check the contact center. There should already be a channel created with your message.

Note: The Bot will reply only in case when chat is unassigned.

To set up Whatsapp with Hello, follow the below steps: 

1. Login to your MSG91 account.

2. Choose the Whatsapp option. 

3. Click on the Number option and then click on the Add button.  

4. Select Hello and save the settings. 

5. It will start reflecting the same in Hello. 

Hello will provide you with an inbox to view the responses of your users and interact with them. You can manage the conversations, have agents, check analytics and automate responses with Hello..

To set up Whatsapp with Hello, follow the below steps: 

1. Login to your MSG91 account and go to Whatsapp.

2. Click on the Number option and then click on the Number setting button. 

3. Enable the toggle for Allow inbound in Hello.

4. Enable the toggle and click upon Save.
 

•  Free, Basic and Premium subscription of Hello will be required to see the Chats In Hello Chat section. 
  
  
  

The chats will start reflecting in Hello.

 We are supporting the feature of emojis to react to messages in Whatsapp chats and, you'll also be able to see the client's reaction to a specific chat of WhatsApp Inbox in Hello..

Here is the screenshot of the message in which the user reacted to the WhatsApp chat message.   

 The same is visible in your Hello WhatsApp Chat Inbox like this: 

NOTE: These reactions are only supported by META. If you are using another vendor, you won't be able to see the reactions on Hello.

How to Set Up Email Inbox Workflows

Workflows are composed of conditions (what you’re looking for) and actions (what you want to happen). In this article, we will introduce you to the wonderful world of workflows!!

2. Select the gear icon on the right of the desired Inbox from the sidebar.

OR

Select the All Inboxes option from the Manage section in the left sidebar and navigate to the desired inbox from the dropdown. Click on the gear icon on the right of the desired Inbox and select the Workflow Setting option.

3. Give your workflow a name by entering the title of the rule.

4. 'WHEN' triggers when the workflow will activate for all incoming emails if the condition aligns with the specified criteria.

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5. Under 'IF', Select the criteria and operator (Is equal to, Contains, etc.) for your conditions.

5. Under 'THEN', choose the actions you want your workflow to apply when a conversation matches the conditions you specified. 

6. Click on Save button and toggle on the switch to activate the Workflow.

Manage Workflows

You can check, update and delete workflows in any email inbox.

Workflow for all other inboxes

To add workflows in other inboxes such as Chat widgets, WhatsApp, Instagram, Facebook etc  as well, follow the below steps:

1. Click on the All Inboxes under Manage section

2. Select the inbox you wish to add workflow in

3. Click on the three dots icon and select Workflow. 

4. Click on the "Create Workflow" button to create flows as per the requirements.

5. Add your desired conditions and SAVE the workflow. 

6. Add the Rule name, IF and THEN conditions and save the flow.

7. One can enable or disable the flow by turning the toggle on present at the top right corner of the page next to ENABLE. 

Here are the steps to check Hello Analytics:-

Step 1: Login to your MSG91 panel and click on "Hello".

Step 2: Select the Analytics option from the sidebar.

Below is a concise overview of Hello Analytics:-

 Feedback

It contains data related to the ratings received on tickets handled by your team through Live Chat or Email Inbox.

You can utilize various filters to sort conversation ratings based on Dates, Specific Users, Teams, Particular Inboxes, or a particular rating. 

However, it's important to note that WhatsApp ratings are not currently recorded in the system.

 Tags

Tags refer to specific keywords or labels that are used to categorize and organize the ticket. These tags will help you to easily identify, locate and determine the number of tickets associated with a particular tag. This enables efficient ticket management and facilitates quick access to relevant ticket groups based on specific topics or criteria.

Note: currently, the Tags option has limited functionality.

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Call Logs

Call Logs refer to a record or history of all incoming and outgoing phone calls made by an agent or a client. These logs typically include essential details about each call, such as the recording, date and time of the call, the phone numbers on which the call was made, caller ID, call duration, and the name of the agent handling the call

You will get an option to employ different filters for sorting call logs. These filters include Dates, Sources (Hello/API), Destination, Inbound/Outbound calls, Specific agents, or based on the call status. By utilizing these filters effectively, you can efficiently manage and review call data according to your specific requirements and preferences.

Note: Currently, we do not have the option to export the call logs.

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Message Report

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A message report refers to a detailed summary or analysis of inbound/outbound messages (tickets) exchanged between clients and teams within a communication platform. This report typically includes essential information about the count of tickets received, as per Team or agent wise. Message reports serve as valuable tools for monitoring communication patterns and, analyzing message volume.

You can filter out the data based on below three criteria:

a) Team-wise Report:

Performance

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A performance report refers to an analytical tool used to assess and evaluate data related to ticket transfers within internal teams. Additionally, the report tracks the status of client tickets, including those that have been snoozed, closed, reopened, and marked as spam.

You can filter out the data on the basis of Team or Agents.

Sample Data after clicking on the 'user' icon ()

Working Hour

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A working hour report refers to a detailed record and analysis of the hours during which an individual is actively working or available to handle tickets.

The working hour report is a valuable tool for monitoring productivity, assessing resource availability, and identifying peak periods of activity.

Here, you can check the data on the basis of Dates or Specific Agents. You will get a detailed report of the total number of outbound messages sent by the agent with respect to the time mentioned on the scale and their active working hours.

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How to close/snooze bulk tickets in Hello Inbox?

We have a great feature using which you can perform bulk closures or snoozes for email tickets with just one click.

Step 1:  After login into your MSG91 account go to the Hello.

Step 2: Select the inbox of your choice.

Step 3: Select the tickets you wish to close/snooze.

Step 4: You can choose an option (Snooze or Close) to indicate whether you would like to snooze the ticket or close it.

Step 5: Once you select any of the actions a pop-up will appear you just need to click on the close button and all the mails will be closed.

In HELLO, you have the ability to manage notification messages (toasts) related to actions such as opening, closing, snoozing, blocking, and assigning. You can enable/disable the settings anytime with the toggle button..

In Hello, Go to manage -> all inboxes -> select the Notification option.

If you have selected all settings options then you will receive the notification if:

- When the setting is configured as "both", notifications will be received on both the mobile app and web platform.

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- If the setting is set to "none", no notifications will be received.

- When set to "web", notifications will exclusively be received on the web platform.

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- Conversely, if set to "mobile", notifications will exclusively be received on the mobile app.

New Message Notification Functionality:

- If an agent or a team (where the agent is a member) is assigned to a ticket, notifications for that ticket will be sent to the agent, following their notification settings.

- If channels are not assigned to the agent's team (where the agent is a member), notifications for channels assigned to other teams will not be received.

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- If a channel is assigned to a different agent (Agent B), notifications for that channel will not be received.

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- Filters will not impact notification settings; only settings applied in the notification panel will be utilized.

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If you are working with the filters of team or individual then in that case the notifications will work like this:

- The agent's notification settings take precedence, and filters do not impact notifications.

- Upon an agent's initial addition to the company, the default dashboard setting includes all (agent, team assigned to agent, unassigned). This applies if no manual adjustments are made in the notification settings panel.

- Regardless of the module where the agent is present, if a message is received while the agent is active, the notification settings of the respective inbox will be utilized.

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HOW TO CREATE GOOGLE BUSINESS CHAT INBOX

Start your google business chat inbox integration with HELLO 

To establish a Google Business inbox, facilitating seamless communication with customers who utilize Google Business Chat to engage with business.

Steps to enable google business chat

Step 1. Go to "Hello", under the Manage option, click on All Inbox and click on the 'Create Inbox' button. 

Step 2. Go to “Google Business Chat” option, Click on create Inbox. 

Step 3. Now you can see that they are asking for 3 credentials to create Inbox. 

            If you are not having these credentials then, click on the link given below. 

Step 4. Now fill out the Google Business Form which you can see, Fill out your Business Details

Step 5. After submitting this form you will get an email from BM Support. Complete the process as mentioned in the mail. Once the process is complete you will receive another mail form MSG91 with credentials within next 24 hours.

Step 6. Now use your credentials to create your Inbox.

The agent has to select the required type of message from a dropdown list and then send the message.

To send an RCS type of message, the client's phone must be RCS enabled and the employee can see the client's phone status on the client details (right side of contact center panel.

Types of messages available to send to clients are text messages, media, suggested replies, dial, view location, share location, open, URL calendar event, rich card, and carousel.

A text message is a normal message.

Media is a video, audio, or picture file.

Suggested replies help in automated services. In this, the agent can decide what is to be answered by the client.

The dial is sharing a number with the client.

View location is sending any location to the client, just by entering the name of the place.

Share location is sent by the agent to the client, when the client clicks on it the client location is shared with the agent.

Open URL allows us to send the URL in a conversation.

A calendar event allows to send of a reminder, or event to the client and the client can directly add this to his calendar.

To use RCS in HELLO, the manager needs to integrate RCS initially.

There are four statuses of RCS integration for a user. If there is no step taken to integrate RCS, the status will be “RCS not integrated”.

To enable RCS, the manager has to fill in the required information in a form. It will hit the rcsIntegration post API and store all details in our database. 

At this stage, the status is “Pending” and at this stage only, the manager has the right to delete the request for RCS integration. After this step, if the user has to delete RCS integration then he has to mail it to our support team (you will get it in response on clicking over the "Remove RCS integration" button).

After this, our agent will handle the integration for RCS and will change the status accordingly.

You can start a conversation using RCS only if the status is “ RCS activated”

You can add tag for each conversation You can assign tags to help you track the analytics of different conversations. Tags can help you keep your conversations organized and easy to analyze..

• Then select Analytics and click on TAGS 

• Once done select Tags name from this option, once you click you will be able to see all the name of tags selecting which you can see the reports.

Hello offers you the option to summarize chats to provide a brief overview of the conversation. It saves the agents' time and helps the agent to get a quick grasp of the whole conversation and reply accordingly. 

1. Login to your MSG91 account and open Hello.

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2. Select the chat that you wish to see the summary for and click on the Summarize button in the reply box. 

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3. It will provide you with a brief summary of the whole conversation of the chat in the reply box.

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Introducing sticky assignment, a feature designed to maintain continuity in ticket handling. 

Tickets will be automatically reassigned to the same agent or bot if reopened from a closed state, ensuring seamless customer support.

1. To access these features, head to the "All Inboxes" section, Now select the desired inbox settings, 

2. Click on “ Sticky Assign”

3. Now enable the toggle button, It will ensure that- Sticky assignment ensures that tickets are reassigned to the same agent or bot if reopened from a closed state; otherwise, they will remain unassigned or will be assigned to a bot in  the case of the integrated bot, if the feature is disabled, 

How to Add the API in Function Call

Function- API Addition

To utilize function call functionality, you need to enable the function.

1. Condition 1 -It should be enabled

You can create the function in two ways:

• Adding it manually.

• Utilizing the Import curl functionality.

Using import curl Functionality

​Paste the copied curl into Windows after selecting the import curl button.

Add Manually 

 Add the URL: In this, you have to select which type of API you are using- GET, POST, PUT or DELETE.

2. Now Add Header Key:

You can add the header key for three purposes:

Identification: For identifying purposes like content type

Authorization: For authorization purposes like Awthkey or JWT

Data Input: For the type of data you will accept, like JSON

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​ 3.  Add Key Value:

           In Key Value you have to provide the value for the header key, you have set.  

           Like: Header Key: Content-Type, Header Key Value: Application/JSON. 

           4.In Request Body:

• In the case of the request body of the function use ‘$’ to use session data.

How to send QUERY PARAMETERS in URL

Only applicable for GET API

Whatever parameters you want to add, just add that parameter in the request body in JSON format- Don't define the content type in the header.

To use the API response 

6. In Get Response

When you click on this button- Whatever you have filled in the API, The API will be hit with all the inserted data that you have filled in. According to that data, the API will respond and Showcase the API result.

You can select the API keys from the API result for further use in other sections of the intents.

After adding the API you have to select the API template in the Function Call section of the Bot

• Success Response: What response do you want to send to the customer in case the API hit is successful 

Here you can define the variables with the help of

    ‘{‘ = for slots

    ‘[‘ = for sessions

    ‘$‘ = for response key

•  Failure Response

Here you can define the variables with the help of:

    ‘{‘ = for slots

    ‘[‘ = for sessions

​Special Characters Usage in the Bot 

User Input Uses:

With curly brackets ({XXXX}), the user input values can be utilized in the user input’s confirmation response or decline response, function call’s success response or failure response, and closing response sections of the current intention's bot.

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User Input- Confirmation response

Functions Call - Success and Failure Response

Use of Session Data

1. To use the session data you have to insert ‘[’ - Then a dropdown list will open with all the session data. In the case of the request body of the function use ‘$’ to use session data.

2. Session data contains:

   1. Client Information- name, number, and email address

   2. User Inputs

   3. Function Variables

3. You cannot access the session data in the client query. 

Examples:How to use the session data in Request body

How to use the session data in other sections of the intent except client query

How to define variables in the request body of the function

Use “##VAR{Any number}##”  to insert variables 

For Eg. “Name”: ##VAR1##

NOTE: In ##VAR##,  ‘VAR’ must be in Capital and as well as it should be in between inverted commas, Otherwise the bot will treat this as a normal sentence.

Inbox Filtering by Last User/Agent Reply

​​Overview:

In the latest update, we've introduced a feature that allows you to filter your inbox tickets, including live chats, emails, WhatsApp, Facebook, or Instagram messages, based on the last reply sent by either the user or the support agent..

This can help you in segregating the tickets if they are pending from agent or user side.

How It Benefits You:

Filtering by the last reply is a powerful tool that can help streamline your ticket management process in the following ways:

• Ticket Segmentation: You can easily categorize tickets based on whether they are pending from the agent's side or the user's side. This segmentation helps prioritize and manage responses effectively.

• Efficient Workflow: By sorting tickets based on the last interaction, you can focus your attention on those that require immediate action or follow-up.

• Improved Customer Service: Ensuring timely responses and addressing pending issues promptly contributes to enhanced customer satisfaction and support team efficiency.

How to Use the Feature:

Step 1: Login to your MSG91 account and open Hello. 

Step 2: Access your Hello inboxes interface. Click on the 'Filter' icon.

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Step 3: Look for the filter "by Last Reply" option. Select "All", "Client", "Agent" or "Bot" to filter tickets based on the last interaction. Click on 'Apply' button.

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Step 4: Review the filtered tickets and take appropriate actions as needed.

Step 5: You can also locate the tickets on the basis of icons visible in the ticket sidebar. 

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By leveraging this feature, you can enhance your ticket management process, provide timely responses, and deliver exceptional customer support.

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Integrating the Hello chat widget into your Facebook page allows you to handle and manage your page's user queries directly with Hello.

1. Log in to your Facebook account and open the Facebook Page. If not, create a Page on Facebook.

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2. Log in to your MSG91 account and goto Hello.

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3. Navigate to Manage > All inboxes > Create inbox > Facebook

• Click on create now, if asked to enter a username and password then enter your Facebook credentials and click Log in.

• If already logged into Facebook, continue as your account.

• Select the page you want to integrate with Hello.

4. The Page name will be visible in the list of Facebook inboxes.

5. Now, open your Facebook account and search for the integrated page. Send a message.

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6. The message sent on the page would be shown on HELLO in a new channel. If the user already has an existing conversation, then it would be shown in the previous channel.

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If you encounter the 'Embedded Browser Disabled' error during the integration of the Facebook inbox into the Hello Mobile App, please follow the steps below to resolve the issue.

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​1. Open the Facebook app on your Android device and tap the “Menu” button at the top right corner..

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2. Select “Settings and Privacy” and then “Settings”.

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3. Select option "Media".

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4. Find the option “Open links in external browser”, turn it on and you’re done!

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Filter 

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In this feature, we provide the option to create and save your filters.

To create your own filters you can follow these steps:

Go to filters on the left side in the Hello panel:

A panel will open on the right side:

You can select which inbox you want you can multi-select the inboxes too.

Now select the start and end date in between which you want the chats.

You can select By Assignee- to whom it is assigned to 

You can select a particular or multiple teams or agents.

Now click on save at the bottom.

A window will open, give the filter its name and color, and click on add.

GMAIL Integration Doc:

Step 1: On MSG91 Panel, go to the HELLO Service. In HELLO go to all inboxes and click on Create Inbox Button.. 

Step 2: Click on Email and select Create Inbox. 

Step 3: Click on Gmail to Create Inbox. 

Step 4: Enter the name of the Inbox according to your preference. After that click on Continue with Google. 

Step 5: Select the Email Id through which you want to integrate the Gmail Inbox.

Step 6: Click on the allow button to enable the Gmail integration. 

Step 7: Give permission to you team and agents to see this inbox tickets.

Step 8: Your Gmail Inbox is being integrated with Hello. 

Step 9: Click on the Inbox name in the side panel to view all the mails. 

Step 10: You can view all the incoming mails in the open section of your Inbox. 

Step 11: You can also reply to the mail directly from the Hello Inbox.

After creating a Gmail inbox, you can view all new emails in your inbox without threads. You can see all the emails received after setting up your Gmail inbox.

 We are supporting the feature of emojis to react to messages in Whatsapp chats and, you'll also be able to see the client's reaction to a specific chat in Hello-Chat. 

Here is the screenshot of the message in which the user reacted to our message on WhatsApp.

 And the same can be visible in your Hello-Chat like this: 

NOTE: These reactions are only supported by META. If you are using another vendor such as Vonage, 360, etc., you won't be able to see the reactions on Hello chat.

You can paraphrase your email and chat replies in Hello. This will help you to make your content more readable and understandable.

Type your reply in the reply box and then use the stick icon to paraphrase it.

Email- 

Chat-

You can adjust the feedback settings for the Email and Chat Inboxes in Hello, enabling your users to share their thoughts on their conversations. Users will be asked to share the feedback when the ticket is closed.

1. Login to your MSG91 account and open Hello.

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2. Select the gear icon on the right of the desired Inbox from the sidebar.

OR

Select the All Inboxes option from the Manage section in the left sidebar and navigate to the desired inbox from the dropdown. Click on the gear icon on the right of the desired Inbox and select the Feedback Setting option.

Personalize this feature by adding your own content and brand logo. A preview of how the feedback prompt will be visible to the user is shown here.

The analytics for the feedback can be viewed from the Feedback section in the Analytics option in Hello.

You can filter the feedback by Date, User, Team, Channel, Inbox, and Ratings.

How to set Delayed auto-response (Agent and Customer)

Step 1 - Click upon 3 dots of the designated Inbox (for Agent)

Step 2 - Click upon Delayed auto response. (for Agent)

Step 3 - Turn on the Send auto-response if the agent is unable to respond with 

Step 4- Select the Waiting period Specify a waiting period for agent response. (for Agent)

Step 5 - Select the Frequency Number of times to send this message for a single ticket.(for Agent)

Step 6 - Select the  Saved reply/Template to send.

Step 1- Turn on the Send auto-response if the Customer is unable to respond (For Customer)

dfsdf

Step 2 - Select the Waiting period Specify a waiting period for client response. (for Client)
dfgdfg

Step 3 -Select the Number of times to send this message for a single ticket. (For client)

Step 4 - Choose a Saved reply/Template to send. (For client)

Step 5 - Click on Save 

This is how it will appear:

Points to remember:

"Provide users with the ability to configure a Delayed auto response along with a specified waiting period. If an agent fails to respond to a ticket within a waiting period, or a client does not respond within a waiting period then a configured delayed auto-response will be sent."

1. Users will be able to save these settings or enable and disable the settings

2. These settings will be available for all types of inboxes.

3. Inside the settings, users have options to :

• Specify waiting period time, in minutes/hours/day scale

• Choose a saved reply that will be delivered to the client

• Set the frequency of the message to be sent to a single ticket

4. Auto replies are available for both conditions i.e. if the client doesn’t reply within a time frame as well as if the agent does not respond within a time frame as well.

5. For WhatsApp inboxes, if the user selects more than 23 hrs then, templates will be visible instead of saved replies because of the customer review window.

6. In the case of Facebook/Instagram, the time frame will be limited to 23 hrs because of the customer review window.

7. For Twitter too, users can select the default waiting period as chat. But if the window of 15 minutes or more is selected then the messages will fail

8. For bot replies, the bot replies will be considered similar to the agent, hence bot replies will trigger the auto-responses for an agent.

9. The time duration can only be saved as an integer.

10. Units for Delayed responses will be minutes, hours, and Days.

11. Min. number of minutes/hour/ day: 1 hours/1 min/ 1 day

12. Max number of minutes/ hours /days: 4200 minutes / 720 hours / 30 days.

You can now assign permissions to your agents based on specific inboxes. 

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 This ensures data privacy and restriction within your organization, allowing you to tailor permissions according to your team and inboxes. So that not all conversations are visible to everyone. 

1. To enable this feature, Simply navigate to “ All Inbox”, Now select the desired inbox settings, 

Click on “ Permissions”

2. And assign permissions to individual agents or teams, as per your choice.

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3. Click on Update.

              How to create an AI bot using ChatGPT

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Step 1. Go to "Hello", under the Manage option, click on Bots and click on the 'Create Bot' button. 

Step 2. Choose the Bot type as ChatGPT. Create a Bot by giving a Name, Fallback Response, and Description. Click on Save.

Step 3. There are 2 options Bot Details and Configure Bot. For filling the details manually choose Bot Details and for conversational bot creation click on configure Bot. 

Step 4.  Bot Details: 

• ​Fill out the Industry Type, About company in detail.

• Knowledgebase data source where you can put the URLs of your company help articles. 

• API Calls, add the API. 

• Write Welcome Message. 

• Prompt + General Prompt, this is to provide instruction to the Bot. 

• For Testing the Bot, you can click on Review Bot. 

OR

Step 5. Configure BOT: 

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In configure bot, the bot will ask you the details about your company, features, specific queries etc. Answer the bot and it will configure your BOT based on the responses. 

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Step 1 - Click upon Ad​vanced setting in any Intent where you want to apply Jump to Condition 

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          Step 2- Enable Condition toggle and click upon Save. 

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Step 3 - The window which appears shows : Add condition.

Lets see how to add conditions below.

 

In If, give some condition that from where we want to Jump 
In Then, where we want to jump 


Step 4 - Add the details in the IF section .

Note- AND, OR, NOT can be used for combining.


Step 5-  Click upon Then, and it will navigate you to the dropdown where you can select any Intent , Specific User input of Particular intent.

You can also close the bot on the basis of conditions.

For instance :- Let's assume the age of the person is feeded 18 by the customer, the conversation will end according to the condition.

Simultaneously we can add any condition and end the conversation.




Note- We cannot add more than 4 conditions in a single Advance setting. 

Here is the process to add custom files upload through S3 bucket.

S3 offers scalable, secure object storage for diverse use cases like data lakes, websites, apps, backups, and analytics. Its management features help optimize, organize, and control data access to meet business and compliance requirements.

• Go to the Hello panel and click on All inboxes in the Manage section. And click on the All inboxes.
  

• Select the inbox where to add custom files 

• Click on Custom File Upload 

• Click on Upload Type and Select S3 instead of Hello.
  

  

•  After that enter All the Access key of S3 bucket 
  

  

• Add The keys and TEST the connection
  
  NOTE: For testing purposes a custom test bucket is created at hello. You can access the credentials from here 
  S3_bucket_name: hellocustomtest
  S3_access_key: AKIAQRWMYOQYJ75GB5GE
  S3_secret_key: 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
  S3_region: ap-south-1
  
  

  

• Click upon Test Connection .
  

  

  
  

• After that Click Upon Save and Mark it as Active .

Notes -

       1.Users can select S3 as a custom file store.

​

2. Setting is available for all the inboxes (currently twitter and numbers do not support the attachments but the setting is still available for the same).

3. All inbound and outbound messages are stored in hello S3 by default.

4. When a user selects storage to the client's S3, all inbound and outbound files are stored in the user's s3 for that particular inbox.

5. setting can only be applied to a particular inbox, for the same setting to new inbox, users need to create a new setting in another inbox.

6. by default attachments are stored in hello S3.

7. for successful completion of test/connection, S3 should be open for put,delete,and get operations.

8. as we are not storing any attachment data, any lost attachments and in-bounds cannot be recovered from the hello end. (in case of client S3 connection failure or accidental deletes)

9. As some attachments are still stored on respective micro-services (whatsapp, mailer) those attachments are not deleted from the hello end.

​

1. Open Hello, navigate to "Manage," and select "Bots."

2. Click on the Create Bot button and select type as MSG91[Beta]. 
   ​

3. Name the bot and Save it
   
   

   

4. Click the "Create Flow" button (top-right corner) to begin creating your bot flow. Name the flow and select the appropriate flow type based on your needs—either Message-based or Fallback.
   ​

   

5. Defining Intents and Matching
   Add intent keywords (words users may input when interacting with the bot) and enable Case Match and Regex Match based on your requirements:
   
   

• Case Match: Enables case-sensitive keyword recognition. For example, if “Hi” is case-matched, only the exact match “Hi” is accepted, while “hi,” “HI,” or “hI” will be rejected.
  
  

• Regex Match: Use regular expressions (regex) to define text patterns, making it possible to validate, search, or manipulate user input. For example, the regex \d{3}-\d{2}-\d{4} matches a U.S. Social Security number (e.g., 123-45-6789). For more details, click "Learn more" or use tools like ChatGPT to help create regex codes.
  
  

6. If a user doesn’t respond after a set time, enable Nudge Contact to send reminders. Customize the message, number of attempts, and delay time. Save once configured
   ​
   
   
   
   

   

7. Now you can add the following nodes in your flow:

• Send a message or text

• Ask Questions

• Utility 

• Action

  

8. The Send Message node allows sending text, media, WhatsApp templates, CTA button. You can also add a variable in the message node. 

   

9. The Send Media option allows user to send/attach media of the following type

• Audio

• Image

• Video

• Document
  
  Click on the supported file types button to know more about the files supported by the bot along with their size. 

  

10. The Send WhatsApp Template node allows you to send Meta-approved WhatsApp templates through the bot

11. The Send CTA Button node allows you to send text, image, video, or document with clickable phone, link, and email options, enabling users to contact you directly.

    

12. The Ask Questions node provides user with two options: Ask text and Ask button
    
    

    

13. The Ask Text lets user ask questions and store them in either pre-defined variables such as customer_name, customer_mobile and customer_email or custom variables. 
    ​
    

    

14. Create the variables by writing the variable name under the store response section.
    

15. Validation Settings: This feature helps a bot validate the responses received from the user. Enter the no. of attempts along with the message to be shown when user input is invalid.
    

16. Post the completion of no. of attempts, the bot can either do the following tasks

• Drop from the bot

• Skip the question

• Proceed to fallback: Upon selecting this option, a fallback option is created allowing you to perform an action of your choice.
  
  
  

  

  17. To validate the response add the max and min no. of character required along with the regex expression if required. 
      

  18. The Ask Button lets you add up to three buttons with a header along with header storing following types of data

• None

• Text

• Image

• Video

• Document

Add footer and variables if required.

19. Use Utilities to add custom logic or scripts using JavaScript. You can execute APIs and display responses based on your logic.
    

20. To create additional nodes in the utility script, you need to include return statements with string variables. For example writing return “true”; will generate a node named “true”.
    

21. The fallback node is a default node created to handle the flow when the utility script fails to run at any situation.
    

22. Multiple nodes can be created as per the requirement.
    

23. In order to store and display the response of the API in further flow, one can use the _flow_variables.variable_name.
    

24.  To display this variable in any other card one can write the variable as {{variable_name}} and present it to the end user.
    

25. Also kindly use fetch function to call APIs and perform crud operations
    ​

26. You can test the script and do the needful changes by clicking on the test script button before saving it. 

    

27. The Delay node allows you to set a specific wait time before the bot responds, simulating a more natural conversation flow by adding a delay

22. The Action node allows you to assign a conversation to an agent, unassign it, or close the conversation at any point.

    

23. The Assign Conversation node allows you to assign a conversation to your team or an agent for quick and efficient resolution

    

24. The Unassign Conversation and Resolve/Close Conversation nodes allow you to unassign a conversation from an agent or close the conversation once it's resolved.
    
    

25. Click on the Settings to configure the bot level settings

    

26. Configuring Settings

• Enable Inbox: Select which inboxes to integrate with the bot.

• Fallback Flow: Choose a custom fallback action in case of no response.

• Non-response Action: Define the bot’s behavior when the user doesn’t respond.
  ​

  

27. Save all settings, and your MSG91 bot is ready to go!

Calling an API

Based on user input, we retrieve data from an API and display the response to the end user. We support API calls using GET and POST methods, storing the responses in variables and using them in further interactions.

Example Implementation

Here, the user's input is stored in a variable called bookId, which is passed into the API call:

const response = await fetch('https://simple-books-api.glitch.me/books/'+_flow_variables.book_Id, {
       method: 'GET',
       redirect: 'follow'
   });
const result = await response.json();
_flow_variables.single_book_detail = result;
_flow_variables.book_name = result.name;
_flow_variables.book_author = result.author;
_flow_variables.book_type = result.type;
_flow_variables.book_price = result.price;
_flow_variables.book_availability = result.available;

// return JSON.stringify(result)
return "result";

The API response is stored in flow variables and displayed to the end user. MSG91's editor supports the fetch method for API calls.

Sending and Verifying OTP

When a specific event occurs, an OTP is sent to the user's mobile number via SMS. The user then enters the OTP in WhatsApp, and once verified, the bot confirms the authentication.

Sending OTP

const myHeaders = new Headers();
myHeaders.append("Content-Type", "application/JSON");

const requestOptions = {
 method: "POST",
 headers: myHeaders,
 body: {}
};

const response = await fetch('https://control.msg91.com/api/v5/otp?template_id=679a05f7d6fc05753b6d9b82&mobile='+_flow_variables.customer_mobile+'&authkey=', requestOptions);
const result = await response.json();

if(result.type === "success"){
   return "true";
} else {
   return "false";
}

Once the mobile number is passed, the API sends a 4-digit OTP to the recipient.

Verifying OTP

const myHeaders = new Headers();
myHeaders.append("authkey", "");  //enter the auth key

const requestOptions = {
 method: "GET",
 headers: myHeaders,
 redirect: "follow"
};

const response = await fetch('https://control.msg91.com/api/v5/otp/verify?otp='+ _flow_variables.otp+'&mobile='+_flow_variables.customer_mobile, requestOptions);
const result = await response.json();

if(result.message === "OTP verified success"){
   return "true";
} else {
   return "false";
}

Here, the user's OTP input is stored in a variable and verified using the API. If the OTP is correct, the bot proceeds with the conversation flow.