Native integration with WhatsApp will allow you to connect your users with the Virtual Assistant on that channel and in turn make referrals to human agents if necessary.
Important: You must have WhatsApp Business API to perform this type of integration. You can get this directly from Facebook.
How do the Complements work?
Buttons: The buttons will be displayed as numbered options.
Important: If a button leads to a link that opens in another page, the option will not be shown.
Hyperlink: The answer of the bot is shown accompanied by the URL. In case the answer contains a link that leads to another intention, it will be shown below as a numbered option.
Image: The message of the answer is shown and the image or images as a new message.
Video: The answer is sent and then the Youtube link.
PDF: The answer message is shown and in a new message the PDF file is sent allowing its download.
Carousel: It does not maintain the carousel format, but each image is sent in separate messages accompanied by a link.
Important: If the slide button leads to another intention, the option will not be shown.
Assisted Navigation: The answer is sent and right after a "click here" message is sent accompanied by a URL. When clicked it opens a new web page.
Embedded page: The response message is shown, and in a new message a URL link.
Webview: An answer is sent and then a URL link is sent right after.
Forms: The form fields are shown as questions in a rollback format. As each question is answered a new one is sent.
Emoji: The bot will respond to emojis loaded within intentions. In case it is not loaded, it will answer with a Garbage type evasive.
Can the user attach files?
If the user attaches images, GIFs, or PDFs, the bot will answer that it only supports messages in text format.
On the other hand, if an audio is sent, the bot will transcribe the message to text format and return a reply.
Important: It can happen that when an audio is sent, an error occurs that prevents that audio can be converted to text, it will be seen as "Speech error".
After each interaction sent to the bot, the two blue check marks will be marked when it is received (if the user has this configuration disabled from his mobile phone he will not see them).
Important: This feature works with the bot, not with human agents.
How does the Aivo Live referral work?
Transfers will always occur by a set of rules, answers, or upon a user’s request to speak with an agent.
Important: In the case of Aivo Live or Genesys the conversation with the human agent continues in the same window. With another type of integration, Zendesk for example, the referral is done through a URL that when clicked redirects to its platform to continue chatting with the human agent. In those cases it is not possible to send the history of the conversation made with the Virtual Assistant.
Both the agent and the client can send emojis or attached data (images, PDF, GIF), if the client sends an audio, the agent will receive it transcribed, in case of sending the location, the agent will receive a URL and upon clicking it will redirect them to Google Maps. In case the user attaches a contact, the agent will see the contact's name followed by his or her phone number.
Important: The Genesys Cloud platform does not support image exchange, if this type of file is sent, the URL of the image will be shown as a link for the agent to receive it.
At the end of the conversation, the feedback request will be made by means of numbered options.