Open the chat dashboard

Please, navigate to the ‘Chat’ menu on the left-hand side menu bar.

Open the canned response menu

On the top menu bar, the is a ‘Setting’ menu. Please, click on the dropdown and select ‘Canned Responses’

Build the canned message

Please, click on the ‘Add Canned Response’ button

Add the shortcode like canned1, and add the content

How to use the canned message

While sending messages, please type ‘/’ to view all the canned messages. You can simple type /canned1 to enter that content.

What is Identity Verification?

Identity Verification ensures conversations between you and your Users are kept private, and that one person can't impersonate another. This is done by passing an secure identifier of your Contact/Lead/Customer.

Open Your Inbox Settings

Grab the Identity Verification Secret

Use Example Chat Code Below

Make sure to replace the “websiteToken” and the example hash value “1234567891234” in the snip-it below

FYI: If you’re generating the “identifier_hash” from a third party app you will need to use sha256 to hash the User ID with the Hash Secret. Here is an example;

Prerequisites with WhatsApp Cloud (Meta)

Create a New Meta Developer App

First you need to follow the “Set up Developer Assets and Platform Access” step from this guide here https://developers.facebook.com/docs/whatsapp/cloud-api/get-started 

This will create a Facebook Developer App with the WhatsApp product enabled

Next you can configure your phone numbers in the “Whatsapp” section of your new Facebook Developer App. Once your phone number has been added sucessfully you will get a “Phone Number ID” and “WhatsApp Business Account ID”, save these two values to use in the steps below. See the attached screenshot where to find these values

Create a System User In Meta Business Manager to Grant access to your App

You will need to create a system user in your business manager account with the required access to use your new Meta Developer App with WhatsApp access. Follow this guide here https://www.facebook.com/business/help/503306463479099?id=2190812977867143

When generating an access token you must enable ther permissions “whatsapp_business_messaging” and “whatsapp_business_management” 

Add Your New Whatsapp Chat Inbox

Create a new Chat Inbox

Select the WhatsApp Option

Next you will be prompted to enter some information relating to your Meta Developer App and configure your new Inbox

API Provider = Make sure you have “WhatsApp Cloud” selected

Inbox Name = Give your new Inbox a name you will recognize like “My Business WhatsApp”

Phone Number = Enter the same phone number you have configured in the Meta Developer App

Phone Number ID = Enter the Phone Number ID you created earlier in this guide

Business Account ID = Enter the Business Account ID you created earlier in this guide

API Key = This is the access token for the System User you created which can access your Meta Business Account

Webhook Verify Token = Here you will want to put in a long 12-24 character long code. (Save this to use on the next step)

Send Webhook Notifications from Meta to your New Inbox

Tell Meta to Send Webhook Notifications to your New Inbox

Back in your Meta Developer App navigate to the “Configuration” section. On this page you will set the “CallbackURL” to “https://app1.chatcloud.ai/webhooks/whatsapp/+17145551212”

Please note the URL above includes your phone number with “+” and the country code (1 for US). Replace the “+17145551212” with the correct phone number you previously configured.

Meta only allows ONE Callback/Webhook URL per Meta Developer App. If you have or plan to have multiple WhatsApp inboxes they will all work with the same Webhook URL and messages will be routed to the correct Inbox

Last you will need to paste a value for the “Verify Token”. This is the same 12-24 character long Webhook Verify Token you generated in a previous step above.

Congratulations! Start Messaging 😃

Steps to build a SMS flow

Create a contact flow

Add the SMS step

Please, add the ‘Send SMS’ step to your flow

On the settings page, you can select the sender number and recipient option also

To use the ‘Send SMS’ step, you need to enable the SMS option for your VoIP numbers.

Now, connect all the steps and publish the flow

Steps to send messages until there is a response from the client

Create an SMS flow

Add the ‘Wait For SMS Reply’ step.

Please, drag the Wait For SMS Reply step and you will have this step under the login section.

On the settings page, you can set the time that how long you want to wait for the reply.

And create at least on response lookup condition

Now, we have three branches 

Timeout: If there is no reply within the specified time

No Match: It means, the user replied, but the response lookup condition didn’t match

Lookup Condition 1: It means the user replied, and the response lookup condition also matched

As per our requirement, repeat the ‘Send SMS’ and ‘Wait for SMS Reply’ steps

Steps to send SMS/Call/Email to an individual client

Open the contact

Please, navigate to the ‘Dashboard’ on the left menu bar and open the contact

Send SMS/Email/Call

On the left hand side, you will get the option to send SMS, email and phone

If you hover your mouse on the phone number, you will get the option to make a call to that number

We have also dedicated buttons for SMS and Email

Steps to enable the SMS alters for missed calls

Add a phone number

The system offers the VoIP service. You can buy a number inside the system or port any existing number to the system.

Create a call flow

Add the ‘Transfer Call’ step

Please, add the ‘Transfer Call’ step under the ‘Phone’ section.

And configure it as per your requirements.

Please, make sure you have selected your extension to transfer the calls

Now, we have two options for the transfer call step

Once the call is transferred, you can simply connect that option to the ‘Hangup Call’ step if you don’t need any other steps.

Add The SMS Send step

For the ‘No Answer’ Step, you need to add the ‘SMS Send’ step to get SMS notification

To use this step, you need to enable SMS service for the VoIP numbers

Here you will get the option to configure the SMS step

You can choose the ‘Custom Phone Number’ option to send a notification to any number

Now, save and publish the flow if you don’t need any other steps

Automation Flows Basics

Send SMS to custom/static & dynamic phone number using Automation Flow?

Sending SMS to custom or static phone number is required when you want to add static number to get specific SMS when flow triggers. You can set custom number for different scenarios depending on your requirements. However, system allows you to get dynamic number from flow to send SMS every time. 

Static SMS Example Scenario:
You would like to get SMS on your phone number every time new form submitted on your website.
In this case, static number stays same for every form submission unless you change it.

Dynamic SMS Example Scenario:
You would like to send SMS to customer every time they make a purchase on your website.In this case, dynamic number change every time for new customer.

Setup Static/Custom Phone Number in Flow:

Choose Send SMS from Flow Steps

Under Send to: Select Custom Phone

Setup Dynamic Phone Number in Flow:

Choose Send SMS from Flow Steps

Under Send to: Select Contact Phone

Steps to create an SMS plan

Open the SMS plan section

Please navigate the phone number section by clicking on the ‘Phone’ on the left-side menu. When the page is open, click the ‘Numbers’ button on the top menu

Now, click on the ‘SMS PLAN’ tab

Please, click on the ‘Plus’ icon

Submit data to create an SMS plan

Continue to submit data

Please, click on the ‘Continue’ button.

Provide the ‘use case’ data 

Please select a use case below for how you plan to start using SMS. If you have multiple use cases you can select “Mixed” and then check 2-5 use cases. Hover over any of the options for a description of the use case and please select the closest match.

Provide the ‘Brand’ data

Here you can set the limit of the SMS plan

Provide the company info

Here, you need to provide company information

Please, follow the next button and provide the great details to get approved for the SMS plan.

Create an SMS flow

Add the ‘Wait For SMS Reply’ step.

Please, drag the Wait For SMS Reply step, and you will have this step under the login section.

On the settings page, you can set the time that how long you want to wait for the reply.

And create at least on response lookup condition

Now, we have three branches 

Timeout: If there is no reply within the specified time

No Match: It means the user replied, but the response lookup condition didn’t match

Lookup Condition 1: It means the user replied, and the response lookup condition also matched

Add another ‘Send SMS’ step to get a notification

 On the settings page, select ‘Custom Phone Number’ and pass the phone number on which you want to get a notification.

Finally, connect all the steps and publish the flow.

Create a Google DialogFlow Bot

Your DialogFlow bot is going to process the Chat messages via an “Agent” and then return a response in the Chat. To do this we first need to define an “Agent” with Google.

Create a New Agent

Please navigate to https://dialogflow.cloud.google.com/ and click “Create New Agent”.

You can also start from one of Google Pre-built Agents here https://dialogflow.cloud.google.com/#/agent/food-delivery-qewk/prebuiltAgents/

Create New Intent

Create “Intents” with DialogFlow that tells your Bot what to listen for and how to respond.

Create a “Handoff” intent that will route route the chat from the bot to an agent

✅ In this example we just created one “Talk to a human” intent that will pass the conversation to a human. Normally you would add more intents here to create many types of Bots from FAQ bots, order taking bots, and more</aside>

Create a Google Service Account

To connect your Chat with DialogFlow you need to create a “Service Account” with Google here [https://console.cloud.google.com/home/dashboard](https://console.cloud.google.com/home/dashboard)

Click the “Create Service Account” Button

Name your Service Account and give it an ID (you can name it anything)

Now select the Role of “DialogFlow API Client” for this Service Account 

Create Security Access Keys For your Service Account

For the Chat system to connect to your new Google Service Account we need to generate an access Key. Inside your new Service Account [https://console.cloud.google.com/home/dashboard](https://console.cloud.google.com/home/dashboard) you will will need to click to open the setting for you new Service Account first

Then click the “Keys” tab

Then click “Create New Key”

On the next popup you will make sure the “JSON” option is selected and then click “Create”

Enable the DialogFlow Integration

Now that you have a new Chatbot created in DialogFlow and a ServiceUser to connect to that Chatbot you need to enable the DialogFlow Chatbot integration. For this we need to know the Google “Project ID” and the contents of the “JSON” file from the previous step

Navigate to “Integrations” > “AI” > “Dialog Flow”

Next enter the;

Project ID
JSON Key File Contents

And Select the Inbox you want to use the Bot with in the Dropdown

Congratulations! You have successfully connected your ChatBot!
Make sure the Chat widget is installed on your website and start chatting to test it

Please note when testing your Chatbots that only NEW conversations will trigger the bot. After a “Handoff” occurs to a human the bot will never be triggered again for that contact and conversation

Steps to connect email with IMAP and SMTP

Please, navigate to the ‘Chat’ on the left menu bar. Once the page is opened, click on the ‘Inbox’ on the top menu bar. Finally, click on the ‘Add Inbox’ button.

Click on the ‘Email’ option 

Add the Channel Name and the Email address.

Select an agent

Please, click on the ‘More Settings’ button. 

Under the ‘Configuration’ tab, you will have the option to set IMAP and SMTP

IMAP configuration

Please, check the IMAP configuration check box.

You will have to reach out to your email service provider for Address, Port and SSL. Please, confirm these details and update your IMAP Settings.

Configure SMTP details

Please, check the SMTP configuration checkbox to enable SMTP option

Please add elements here...

You will have to reach out to your email service provider for Address, Port and SSL. Please, confirm these details and update your SMTP Settings.

Steps to connect Gmail/Google Workspace

Please, navigate to the ‘Chat’ on the left menu bar. Once the page is opened and clicked on the ‘Inbox’ on the top menu bar. Finally, click on the ‘Add Inbox’ button.

Click on the ‘Gmail’ option 

The system will lead you to connect your Gmail/Google Workspace account

Please, confirm the connection

Steps to create an Email Account

Inside the system, you can use several methods to create an email account:
1. Connect a domain with the system
2. Connect your Gmail/Google WorkSpace Account
3. Connect your email with IMAP and SMTP

Steps to connect your domain

The system offers both Webhosting and email services. if you already have an existing website, then please follow this

If you want both services, then follow this

Connect email

Please, navigate to the ‘Chat’ on the left menu bar. Once the page is opened and clicked on the ‘Inbox’ on the top menu bar. Finally, click on the ‘Add Inbox’ button.

Click on the ‘Email’ option

Add the Channel Name and the Email address

This email address must be associated with the connected domain

Select an agent

We are done. The system is ready to send emails, and the system will also provide you with a forwarding email address. You can use this email address to receive inbound emails.

Connect your Gmail/Google WorkSpace Account

Connect your email with IMAP and SMTP

Steps to delete an email inbox

Open the chat dashboard

Please, navigate the ‘Chat’ on the left menu bar. Once the page is loaded, please click on the ‘inbox’ menu on the top menu bar.

Delete the inbox

Please, click on the ‘Delete’ icon on the email inbox that you want to delete.

Type the inbox name to activate the delete button

Steps to change the sender name of my existing inbox

Navigate to the chat dashboard

Please, navigate to the ‘Chat’ icon on the left menu bar. Once the page is loaded, click on the e ’Inbox’ menu on the top menu bar.

Select the concerned email inbox and click on the setting icon

Open the settings of the email inbox

Under the ‘Settings’ tab, you will have the option to change the inbox name

Here, you can update the image of the email inbox

And click on the ‘Update’ button.

Steps to connect email

Connect your domain

Add email inbox

Please, navigate to the ‘Chat’ icon on the left menu bar. Once the page is loaded, click on the e ’Inbox’ menu on the top menu bar.

No, click on the ‘Add Inbox’. Choose the ‘Email’ option to add an email associated with your domain.

Configure email inbox

Add an agent for your inbox (Optional)

Inbox is ready now

Collect email forwarding address

Here is the email forwarding address to your connected email inbox

You need to configure email forwarding to receive inbound emails. But the above steps are enough to send email using the system.

Steps to create an email template

Create a flow

Add the ‘Email Send’ step

Under the ‘Messaging’ section, you will get the ‘Send Email’ step

The system will allow you to configure that step. Please, click on the ‘Edit Email’ button

Design the email template

The system will load the email builder. Now, click on the ‘Visual Email Builder’ button

Complete the design work

Save the email template

Please, click on the ‘Action’ button and click on the ‘Save as Template’ button

Now, set a name for the template and hit the ‘Save’ button

You can follow below steps in order to create a script for chatbot and use chatbot in your website like: Wordpress, Wix etc.

Go to Chat and add new Inbox as Website Widget as mentioned in below screenshots:

Choose Website Widget from Channel options:

Enter your website name, that will be your chatbot name showing on chatbot screen.

Enter your website domain as mentioned in below screenshot:

Welcome Heading and Welcome Tagline are optional.

Click on Create Inbox

Once your create inbox you will see below screen to assign agents to that inbox:

Click on Add agents and then you will see below screen:

Your script is ready to be used on any website. Just copy that script and paste in your website.

You have successfully finished creating a website channel. Copy the code shown below and paste it on your website. Next time a customer use the live chat, the conversation will automatically appear on your inbox.

You can set opt-in status or opt-out status through automation flow.

1. First, you need to open your flow and add an email step to your flow.

2. Click on the Edit email step, mark the Checkbox of edit email marketing and click on Edit email marketing and set the email which you want to opt in or Opt-out.

3. After adding the email address save the settings your process is complete.

1. First, you have to click on the Contact/Database tab. ‘Hello 123” my team user I will add this user as a collaborator in my inbox.

2. Then click on the Chat tab from the left side, Click on the Inbox tab from your top address bar and then click on the specific email inbox setting icon.

3. New window will open, Click on the agent dropdown bar and select your team user as a collaborator where you can add or remove your team members.

Note:If you want any of your team users to be added as a collaborator from your inbox, then you need at least one-time login into your team user account from your main account otherwise you never see this user in the collaborator list.

Optout from an Email

The flow builder email section have the option where you can add the Optout link to the email. Doing so will enable your customer to Optout or Unsubscribe from your email if they want. 

Why this happens? Why SMS messages are not delivered sometimes?

Carriers have filters in place to block spam messages and protect their customers from unwanted messages. If your SMS message is flagged as spam, it may not be delivered. Some common reasons why messages are filtered as spam include:

It's important to follow best practices for sending SMS messages to avoid having them filtered as spam. This includes using proper grammar and avoiding the use of all caps or excessive punctuation, sending messages with relevant and non-spammy subject lines, and avoiding sending large numbers of messages in a short period of time.

What you can do to avoid this?

1. White List your phone number:

In an effort to protect end users against unwanted calls, carriers and consumer application providers have been increasingly blocking or labeling calls that they feel fit typical robocalling campaign characteristics, such as high call volumes and short or unanswered calls. When their own analytics indicate potentially unwanted traffic, carriers may respond by blocking calls or inserting “Spam Likely”, “Telemarketer”, “Fraud Likely”, or other similar labels to display on the handset.

This kind of call analysis is difficult because while fraudulent robocalls often do show some of these characteristics, so can many legitimate use cases, including school closing notifications, weather alerts, and patient reminders, that recipients want and have opted-in to receive. Still, when viewed en-masse at the network level, they can look like illegal robocalling.

Use below link to follow procedure how to white list your phone number:
https://support.flowtrack.co/How-to-White-List-your-Phone-Number-1d429979928e498e8e377982b57ded63

2. Send Personalized Messages

Sending personalized SMS messages is a good way to avoid having your messages filtered as spam. Here are a few tips for sending personalized SMS messages:

1. Use the recipient's name in the message: Personalizing the message with the recipient's name can help to increase engagement and reduce the likelihood of the message being marked as spam.

2. Write in a conversational tone: Write the message as if you were having a conversation with the recipient. This will help to make the message feel more personal and less like a generic marketing message.

3. Provide value: Make sure that the recipient will receive some sort of value from the message, whether it be information, a special offer, or something else.

4. Avoid spammy words and phrases: Words and phrases that are commonly used in spam messages, such as "free" or "limited time offer", can trigger spam filters. Avoid using these words in your messages.

By following these tips, you can increase the likelihood that your SMS messages will be delivered and not filtered as spam.

3. Build a Solid Sending Reputation

A solid sending reputation is essential for ensuring that your SMS messages are delivered and not filtered as spam. Here are a few ways to build a solid sending reputation for SMS:

1. Get permission: Only send SMS messages to people who have opted-in to receive messages from you. This can help to reduce the likelihood of your messages being marked as spam.

2. Personalize your messages: Personalizing your messages with the recipient's name, using a conversational tone, and providing value can help to increase engagement and reduce the likelihood of your messages being marked as spam.

3. Monitor your delivery rates: Regularly monitor your delivery rates to ensure that your messages are being delivered and to identify any potential issues that may be affecting your sending reputation.

4. Avoid sending too many messages: Sending too many messages in a short period of time can trigger spam filters and harm your sending reputation. Make sure to pace your messaging and avoid sending too many messages at once.

By following these tips, you can build a solid sending reputation for SMS and increase the likelihood that your messages will be delivered to your intended recipients.

4. Contact Receiving Carrier

If you are experiencing issues with SMS delivery and have tried all of the above steps to resolve the issue, you may need to contact the recipient's carrier for assistance. 

Here is how you can contact the recipient's carrier:

1. Identify the carrier: You can usually identify the carrier by the recipient's phone number, or by looking it up online.

2.Find the carrier's customer support number: You can typically find the carrier's customer support number by searching for it online or by visiting the carrier's website.

3. Explain the issue: When you call the carrier's customer support, explain the issue you are experiencing with SMS delivery and provide as much detail as possible, including the recipient's phone number and the messages that were not delivered.

4. Follow up: If the issue is not resolved immediately, make sure to follow up with the carrier to ensure that it is being addressed.

By [contacting the recipient's carrier,](https://www.freecallerregistry.com/fcr/) you may be able to get more information about the issue and find a solution to the problem.

Steps to create a chat widget system for sub-accounts

Create a Website Widget inbox

If you have an existing Website Widget inbox, then please, navigate to the ‘Chat’ icon on the left menu bar. Once the page is loaded, click on the ’Inbox’ menu on the top menu bar.

Please, click on the settings of the Website Widget inbox.

Under the ‘Configuration’ tab, you will have the script code. Please, copy that code.

Update white label settings

Please, navigate to the ‘Settings’ on the left menu bar and click on the ‘Advance’ tab on the top menu bar.

Here, you need to replace the existing code with the code that you copied from the previous step.

And ‘Save’ the settings.

1. Please, navigate to the ‘Automations ’ on the left side menu bar and create/open your flow in the flow editor.

2. On the right side of the screen, you will have the hamburger icon to change the settings of the flow. Please, click on it. You will have the option to remove/add trigger.

3. We have to select Chat from trigger.

4. Choose the option as per your requirements. Email / SMS.

1. Please navigate the phone number section by clicking on the ‘Phone’ on the left-side menu. When the page is open, click the ‘Numbers’ button on the top menu.dd elements here...

2. Now, click on the ‘SMS PLAN’ tab.

3. Check this and you will know abut SMS current status.

Setting Marketing email address

Click settings from the Nav bar and select preferences, inside preferences click Marketing Email Address to add your marketing details. 

Add your Marketing Email

Add all your marketing details here, that includes email, address, city, state and Zip code.

Save settings

Save your settings and you are good to go.

Creating Inbox

Select the Inbox, inside the inboxes you will find the different inboxes. Create the Inbox by selecting Add Inbox.

Choose a Channel

From the different channel select the WhatsApp Via Twilio to create a WhatsApp Cloud.

Create WhatsApp Channel

Select the WhatsApp Cloud from the API Provider, fill in the rest of the details. Finally Create WhatsApp Channel and Add Agents.