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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

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.

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

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

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

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

6. In the Response template type field, select the template type, for example, Dialog

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

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

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

Please note: 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

taggetmessage.mp4

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

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 workplace Studio and open the section Lookups or go to the section Lookups from the System Designer

  2. Click Add Lookup and select Chat Category. Set lookup name, for example - Beesender Chat Category

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 workplace Studio and open the section Lookups or go to the section Lookups from the System Designer

  2. Click Add lookup and select BeesenderChatSubCategory. Set lookup name, for example - Beesender Chat Subcategory

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