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Settings

Settings

Create answer template via the Lookups section

1. Go to the section Lookups from the System Designer

2. Click Add lookup and select Beesender answer template. Set lookup name, for example, “Answer templates” and click Save

Note. Skip steps 1-2 if the lookup was added earlier

3. Open the contents of the added lookup and click Add

4. Specify a Name of the template, for example, “Greeting”

5. In the Text field, enter the message text that will be filled in the Text input field when this template is selected in the communication panel

6. In the Answer template type field, select the template type, for example, “Dialog”

Answer template added. After refreshing the page, the template will be available for selection in the Communication Agent Panel after page refresh

AnswerTemplates.mp4

If you want to use multilingual communications, then after adding the template, you will need to add translations of the template into the required languages.

Create WhatsApp template (HSM) from lookups section

In the same way as response templates, WhatsApp response templates (also known as HSM) can be added.

1. Go to the section Lookups from the System Designer

2. Click Add lookup and select Beesender WhatsApp template. Set lookup name, for example, “WhatsApp template” and click Save

Note. Skip steps 1-2 if the lookup was added earlier

3. Open the contents of the added lookup and click Add

4. Specify a Name of the template, for example, “Greeting”

5. In the Description field, enter the message text that will be filled in the Text input field when this template is selected in the communication panel

WhatsApp template added. After refreshing the page, the template will be available for selection in the Communication Agent Panel after page refresh

Important! HSM messages are used to send messages from the operator both inside the 24-hour window and after 24 hours from the customer's last interaction with the company on WhatsApp.

WAtemplate.mp4

Create templates for Meta (Facebook/Instagram) from lookups section

The system provides the ability to add templates for Meta (Facebook / Instagram) channels (so-called tagged messages).

  1. Go to the section Lookups from the System Designer

  2. Click Add lookup and select Beesender template for Meta (Facebook/Instagram). Set lookup name, for example, “Template for Meta” and click Save

Note. Skip steps 1-2 if the lookup was added earlier

  1. Open the contents of the added lookup and click Add

  2. Fill in the fields:

  • Name — the template name (for example, Greeting). This name will be displayed to the agent

  • Text — the message text that will be automatically inserted into the input field when the template is selected in the communication panel

  • Tag — select the message tag (for example, POST_PURCHASE_UPDATE). The tag defines the allowed messaging scenario in accordance with Meta policies

  1. Click Save

Beesender template for Meta (Facebook/Instagram) added. After refreshing the page, the template will be available for selection in the Communication Agent Panel

Important!

  • For the Instagram Direct channel, only templates with the HUMAN_AGENT tag are available. Templates with other tag types will not be displayed when working with chats in the Instagram Direct channel

  • Facebook templates are used to send messages from the operator both inside the 24-hour window and after 24 hours from the customer's last interaction with the company.

taggetmessage.mp4

If the number of available templates is 3 or fewer, they are displayed in a pop-up window.

If the number of template is more than 3, a lookup selection window is displayed.

Answer templates, WhatsApp templates, and Meta templates can also be added via Beesender сhat сonfiguration.

A detailed guide on creating and configuring templates is available at the following link: Add templates

Add chat process

  1. Go to the section Lookups from the System Designer

2. Click Add lookup and select Beesender chat processes. Set lookup name, for example, “Chat processes” and click Save

Note. Skip steps 1-2 if the lookup was added earlier

3. Open the contents of the added lookup and click Add

4. Specify a Name of the process, for example, “Create a case”

5. In the Process field, enter the Name of the process (not the title) that should be started

The process has been added. After refreshing the page, the process will be available for selection in the Communication Agent Panel

process.mp4

Create a new Chat close category

In the same way, a Category can be added.

  1. Go to the section Lookups from the System Designer

  2. Click Add Lookup and select Beesender Chat Category. Set lookup name, for example, “Beesender Chat Category” and click Save

Note. Skip steps 1-2 if the lookup was added earlier

  1. Open the contents of the added lookup and click Add

  2. Specify a Name of the category, for example, “Consultation”

Category added. After refreshing the page, the category will be available for selection in the Communication Agent Panel after page refresh

Create a new Chat close Subcategory

In the same way, a Subcategory can be added.

  1. Go to the section Lookups from the System Designer

  2. Click Add lookup and select Beesender Chat Subcategory. Set lookup name, for example, “Beesender Chat Subcategory” and click Save

Note. Skip steps 1-2 if the lookup was added earlier

  1. Open the contents of the added lookup and click Add

  2. Specify a Name of the subcategory, for example, “Consultation”

  3. In the Chat category field, select the template type, for example, “Dialog”

Subcategory added. After refreshing the page, the subcategory will be available for selection in the Communication Agent Panel after page refresh