WhatsApp Integration with Saleshiker

Important WhatsApp Features

WhatsApp Integration with SalesHiker comes with various nice features.

WhatsApp message management

Multi Device support by WhatsApp

With the new multi-device capability, each companion device will connect to your WhatsApp account independently. Companion devices will have to be linked by scanning a QR code, and on compatible devices, WhatsApp will also enforce biometric authentication as an extra layer of security. Users will be able to see all the companion devices linked to their WhatsApp account within the app. They can also see when they were last used, and they will be able to log out remotely.
WhatsApp’s Multi-device feature allows you to use the instant messaging app on up to four non-smartphone devices i.e laptops, PCs, web browsers etc.
In Addition, The multi-device can allow access to connect with CRM WhatsApp and Web WhatsApp.
If you’re using the beta version of WhatsApp for Multi-device, then you can follow the below steps.
You can use WhatsApp on up to four companion devices at one time, but can only have one phone connected to your WhatsApp account at one time.
You’ll still need to register your WhatsApp account and link new devices with your phone.
WhatsApp CRM doesn’t allow you to scan multiple times from the same WhatsApp Account.
If you don’t use your phone for over 14 days, your linked devices will become disconnected.

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How to enable WhatsApp Multi-device?

(For Who have WhatsApp Multi-device beta version, you just need to follow below steps to enable Multi-device beta)

For Android smartphone users, here’s what you need to do:

Open WhatsApp > tap on More Options
Tap Linked Devices.
Tap on multi-device beta
Tap Join BETA.
Go back to the previous screen and tap on Link a device.
Point your phone at the screen of the device you want to link to scan the QR code.

For iPhone users, here are the steps you need to follow:

Go to WhatsApp Settings.
Tap Linked Devices.
Tap on multi-device beta.
Tap Join BETA.
Go back to the previous screen and tap on Link a device.
Point your phone at the screen of the device you want to link to scan the QR code.

After joining the multi-device, you’ll need to relink your companion devices. you will need to scan a QR code that pops up on SalesHiker WhatsApp Configuration page. After that it isn’t necessary that you must have your phone with you to use it on companion devices. Even if your smartphone is switched off, you can continue to use WhatsApp on WhatsApp Integration.

WhatsApp Integration Limitation for Multi-device WhatsApp:

You can load only limited past history

– WhatsApp Integration “Load Past Message History” feature can allow loading past message history for selected dates and selected WhatsApp number which only retrieves messages that don’t retrieve attachment files.

– So you can get limited past message history as per WhatsApp policy.

WhatsApp Configuration Management

Access “WhatsApp configuration” from Settings > Other Settings > WhatsApp configuration > Gear Icon

This is the setting page to manage various activities of WhatsApp within SalesHiker.

Add/Remove modules for WhatsApp Integration

WhatsApp module/number Access to user

Single WhatsApp # for entire CRM

Multiple WhatsApp # for each user

General Settings

This option will be managed from Other Settings > WhatsApp configuration > Gear Icon > Find General Settings.

In the General Settings we configure the Country code, WhatsApp Window View, Show Unknown Message and Show status to see if it is active or not.

Country Code
This is an important setting before you start using WhatsApp integration. WhatsApp Store phone number with Country Code It means if your phone number is 6308618263 and Country code is +1 then the WhatsApp store number as “16308618263”. If you’ve a record having a phone number without a country code then follow the instructions below.

WhatsApp phone number without country code in Records : In this scenario enter country code, if you want to apply country code as a prefix to all “Phone numbers” of all modules where you’ve enabled WhatsApp Integration. So whenever a WhatsApp message is sent out from the CRM it will add a Prefix because WhatsApp requires “Country Code” to send a message to a contact.
For example : If the connected phone number is “987654321” and the country code is “+1” than WhatsApp number becomes “1987654321”
Record with country code as a prefix : If you already save a record/phone number with country code then In this scenario keep the country code field “Blank”.

WhatsApp Window View
SalesHiker’s WhatsApp integration allows their users to configure the WhatsApp window in Right to Left view which is mostly preferable in the middle east countries. SalesHiker by default supports the Left to Right view.
Show Unknown Message
If a WhatsApp message has been sent by a customer whose number is not in the CRM as a Record and if you want to allow all non-admin users to see those numbers then enable this feature. So all non-admin users can see those messages by clicking on the Global WhatsApp icon and see it under “Message from Unknown numbers.
Active Status
This option allows you to show whatsapp status. If you select the checkbox then it will show your status as active when you are active on the whatsapp otherwise it will not show anything.
Notification Tone
As per our requirements we change the whatsapp notification tone and if we want then we can also mute the whatsapp notification with help of selecting the silent option.
WhatsApp Push Notification
If this option is enable then User will receive Push Notification on user’s device when message is received from the contact.
Bot Ideal Time
This option will work like if user select 5 minutes as Bot Ideal Time and Conversation mode is in Manual mode and if user is not sending any new message within 5 minutes from last send message then Conversation mode will change to Robotic mode automatically.

Auto Message Responder

This option will be managed from Other Settings > WhatsApp configuration > Gear Icon > Auto Message Responder

It is helpful to give answers to messages automatically. It means you have just written a message which will be sent automatically to the sender.

Mass Message Configuration

This option will be managed from Other Settings > WhatsApp configuration > Gear Icon > find Mass Message Configuration

Batch size allows the user to send mass messages in a batch of messages to avoid Spamming.

Example : If you wish to send 500 messages and if you set a batch size 15 and Time Interval to 15 minutes. Then it will send 15 messages in each batch based on the Time Interval calculated below.

Time to send 500 messages = (500 messages / 15 Batch size) * 15 minutes = 500 minutes = 8 Hours Approximately.

Random : Random selection dynamically select any number from 1 to 25 as a batch size when sending message to customer, It means if there is 500 messages to send and Batch Size – Random than it will send 5 messages in first Batch, 8 messages in a second Batch and so on..

WhatsApp user guide for SalesHiker 7.x

How to use WhatsApp for SalesHiker ?

WhatsApp Integration with SalesHiker gives you the flexibility to send WhatsApp messages to your customers.
You can send WhatsApp messages to multiple records in one shot(obviously you’ve to follow WhatsApp guidelines for the same).
In addition to manually sending out messages, you can also forward automatic notifications triggered by workflows in SalesHiker CRM.

Recommendation on Sending WhatsApp Messages

Since Watsapp is very skeptical about numbers that do bulk mailing, the following are recommendations:
Send no more than 5-10 messages per minute, i.e. send messages in batches, not all at once.
Take into account the reaction of users to the message. Usually, 10 clicks on the “Spam” button
From the client side are enough for the number to be blocked.
The presence of links in messages increases the likelihood of a ban.
WhatsApp has no physical limit on the number of messages, as per their policy but there is a recommendation not to exceed certain messages per day. Again this will be as per the WhatsApp Policy, if the number of incoming and outgoing messages is about the same, then you can send a little more than 6000.
Use the device on which there were no earlier bans.
Receive incoming messages. The more incoming messages, the better. Incoming messages are not counted in the recommendation not to exceed 6000 messages.

Important WhatsApp Features

WhatsApp Integration with SalesHiker comes with various nice features.

WhatsApp message management

WhatsApp message management
- Notification
  - Here we can see the new arrival messages count when any new message comes.
  - When we click on this icon it shows the latest 5 messages in the popup.
  - If you want to go to timeline view click on Show All Notification
- Send/receive messages
  - Send/Receive message from record
    - Click on module > GoTo Record List > Open record in view There is an option to view “WhatsApp” icon, click on icon to open WhatsApp conversation with contact
    - Clicking on the WhatsApp icon will open the Chat window to communicate between the contact and user.
    - Through WhatsApp integration you can send,
      - Text messages
      - Files,Images (Upto limited Size based on our file upload limit)
    - You can communicate with customers only if the phone number entered in the record must be a WhatsApp number of the customer. Also “WhatsApp # field” specified correctly in “WhatsApp configuration” settings
    - “WhatsApp” uses numbers with country code so please follow the instructions mentioned in the “WhatsApp configuration” section about country code.
  - Send/Receive message from Timeline view
    - General Feature
      - New Messages

New messages in the WhatsApp Global messages area list all unread messages either from “unknown number” or “existing contact records”
Global WhatsApp messaging has the same option as sending/receiving message to individual records

Important messages

Important feature helps you to quickly access your WhatsApp contact which is important.
You can manage to move any contact under Important by simply click on icon to move contact under Important contact.

Message from unknown number

“Unknown numbers” in the WhatsApp Global messages area list all messages from an “unknown number” not stored as a record in CRM.
“Unknown numbers” messaging section has the same option as sending/receiving messages to individual records.
From “Unknown numbers” there is an option to Create new customer record or update “Unknown number” to existing record in SalesHiker.

Group messages
- Allow users to chat in groups. It also allows you to message with specific chat from groups. And users can also choose different numbers to message with others.

Modules messaging
- “Module list” in WhatsApp Timeline view area user can send/receive message against record of modules, enabled from WhatsApp Configuration in CRM
- “Module based” messaging section has the same option as sending/receiving messages to individual records along with an option to manage records too.

Convert Chat to Manual / Robotic Mode.
- Click on this will stop automatic conversation from Bot.
- Click on this will set automatic conversation from Bot.

Preview Record.
- Click on this will preview record detail.

Edit Record.
- Users can edit contact from the Timeline View.

Load past conversations (Max upto 7 days)
- Click on this button user can able to load past messages maximum upto 50 messages from the last 7 days.
- Past messages will be displayed based on messages received on web.whatsapp.com interface, if no messages are available there, then it will not retrieve messages here. Please use load more/scroll option in web.whatsapp.com for particular contact before you use load history to retrieve messages.

Reply Message
- User can reply to that message by clicking on the reply icon.

Copy Message
- User can copy that message by clicking on copy icon.

Copy text to any fields of Contacts
- Click on this icon, user can Copy the message and save it to any fields of the record.

Create Task
- User can create task based on that message.

Search Contact in Timeline
- User can search contact by Number and Name of the Contact in Timeline
  View.

QuickAccess
- Quick action in timeline view allow you to quickly access various options of WhatsApp Integration for SalesHiker
  - Send WhatsApp Message
  - WhatsApp Template
  - Setup WhatsApp Workflow
  - WhatsApp Messages Logs
  - Auto Responder Text
  - Analytics
  - WhatsApp Bot
  - Setup WhatsApp(Settings)

Send WhatsApp Message
- It provides a facility to send whatsapp messages on unknown or unsaved contacts. And also we can send messages from any number which are connected with one QR code.
- Also we can attach files, photos, videos etc. by these features.

WhatsApp Templates
WhatsApp Template can be accessible from various places of the WhatsApp interface in SalesHiker CRM like,
- When sending one to one message from Record
- When Sending Bulk messages from RecordList

Note : If you wish to send bulk messages with attachment it’s advisable to use the WhatsApp template feature.
When sending a message from Timeline view
When sending Automated email from Workflow

Setup WhatsApp Workflow
- WhatsApp workflow allows sending Automated WhatsApp messages on the trigger event of any module link with the WhatsApp module.
- Automated WhatsApp messages sent to an Individual WhatsApp number or to the Group associated with a selected WhatsApp number.
  - Select “From number” to send WhatsApp from the selected WhatsApp number if more than one number is registered in the WhatsApp extension.
  - Select “Send WhatsApp to Recipient” to send a WhatsApp message to record.
  - Select “Send WhatsApp to Group” to send a WhatsApp message to the group associated with the WhatsApp number.
- The WhatsApp workflow can configure the whatsapp messages to whom we want to send individually or in a group, whatsapp templates to share files or message format, general field, add fields and message.

WhatsApp message Logs
- WhatsApp message Logs navigate to a list screen of sent WhatsApp messages which displays all sent message logs with API Request and Response.

Auto Responder text
- This option will be enabled from Other Settings > WhatsApp configuration > Gear Icon > Auto Message Responder
- It is helpful to give answers to messages Automatically. It means you have just written a message which will be sent automatically to the sender.

Analytics
- WhatsApp Messages
  - WhatsApp analytics accessible from WhatsApp icon on Top Right corner or click on (analytics).
  - WhatsApp analytics offer you detailed reports specifically on Bulk messages sent to your
    customers.
  - Bulk Message Summary
    - Message summary list all messages with the status on # of message in Queue, sent ,
      #messages read by your contacts etc..
    - Users can Stop/Pause bulk message operation by simply click on Start/Pause button to the message those are in Queue
- Report by message
- By clicking on “Setup WhatsApp” we redirect to the WhatsApp configuration

WhatsApp Bot
- By clicking on the WhatsApp Bot, User will move to the mian screen of WhatsApp Bot.

Logout
- We can directly disconnect the whatsapp by using the Logout option from Quick Access.

Help
- When we click on help we redirect to the SalesHiker website.(https://saleshiker.com/2022/05/02/whatsapp-integration-with-saleshiker/)

Bulk / Mass message
- Bulk/Mass message manage from Other Settings > WhatsApp configuration
  > Gear Icon > find Mass Message Configuration

Batch size allows the user to send mass messages in a batch of messages to avoid Spamming.
Example : If you wish to send 500 messages and if you set a batch size 15 and Time Interval to 15 minutes. Then it will send 15 messages in each batch based on the Time Interval calculated below.
Example : If you wish to send 500 messages and if you set a batch size 15 and Time Interval to 15 minutes. Then it will send 15 messages in each batch based on the Time Interval calculated below.
Time to send 500 messages = (500 messages / 15 Batch size) * 15 minutes = 500 minutes = 8 Hours Approximately.
Random : Random selection dynamically select any number from 1 to 25 as a batch size when sending message to customer, It means if there is 500 messages to send and Batch Size – Random than it will send 5 messages in first Batch, 8 messages in a second Batch and so on..
Users can send Bulk/Mass message from RecordList of CRM for those modules which are enabled from “Allow module access” feature from WhatsApp configuration page
From the Record List Select more than one record then Go To More > Send WhatsApp message to send Bulk WhatsApp messages to more than one contacts.
Users can send Bulk messages now or any selected date to send messages according to the time set from the Send now/later option.

Download WhatsApp Contact:
- Click Download Contacts button to Download contacts.csv file of all your WhatsApp contacts and Import to your respected module of SalesHiker CRM to Send/Receive WhatsApp messages.

WhatsApp Chatbot

Create New Chat Bot:
– Users can create a new Chat bot by clicking on the “Add New Bot” button, and clicking on “Create Bot from Scratch”.
Users can edit, duplicate and delete WhatsApp Bot by clicking on related icons.

WhatsApp Bot Settings
- Users can design a WhatsApp Chat button to place on your website integrated with WhatsApp Chat Bot.
- Users can activate or inactive WhatsApp Bot by clicking the ON/OFF button accordingly.
- Users can also sort Bot Name alphabetically.

How to use WhatsApp bot template?
- Users can use template from created bot by clicking on the “Add New Bot” button, and selecting available template.

Flow Builder
- Users can set the flow according to the requirement for the Bot.

Basic:
- Start: Use this node when you start designing the Bot flow.
- End: Use this node when you end designing the Bot flow.

Question/Response:
- With this feature user can set various Types of Questions in flow to Ask customer.
- Add Condition to check it against response from customer in Bot.

- - CRM
    1. CRM Action:With CRM Action You can Insert/Update/Search record To or From CRM
    2. CRM Action Setting:
      - Select an Action: Select an Action should allow to select various operation on CRM
        
        Create a Record – It allows you to Create record in CRM from response from the customers
        
        Search a Record – It allows you search record from CRM from the value pass to CRM field
        
        Update a Record – It allows you update record in CRM against key parameter and set value to record pass to CRM fields from variables
      - Modules:Select module to search/create/update record to or from CRM
      - Assign value to SalesHiker fields to Create/Update/Search:
        
        SalesHiker field – Select SalesHiker fields to copy value to SalesHiker fields from available variables
        
        Saved variables – Select available variables used to store customer’s input from chatbot’s questions.
      - Save variable(Response) from SalesHiker field:On create/update/search on CRM it will return selected field value to customer to be displayed in WhatsApp bot.
        
        Copy to variable – Select variable type as name, email, date or description for copy variable.
        
        Copy from SalesHiker Field – Select fields for copying variables from SalesHiker field.

- - Variables:Variables used to copy answers from customers using bot like their name,email,phone etc. This will be use to map with respected CRM fields to Add/Search/Update To or From CRM

Add Variable Pop-up:
1. Variable Name:Enter name for Variable
2. Description:Enter Description for Variable.

- - Users can Clear all the added actions by clicking on Clear option and also duplicate the created Bot from the Flow Builder.
  - Zoom In and Zoom Out buttons are also there for flow builders.

How to use WhatsApp bot?

How Does WhatsApp Bot Work?
Note: User must be activated for Multiple WhatsApp Number for users:

Example of “Support Bot”:
- Activate “Support Bot” for connected WhatsApp Number.
- When you start messaging as “Hi”, Bot will be auto responding according to flow.
- Select as “Support” choice as its set flow for that.
- Enter Name, Email and Phone Number, that will create contact according to you entered detail as its set CRM Action in flow.
- Enter your choice “To create new ticket” or “Status of existing ticket”.
- If you select choice as “Create New Ticket” by enter number as 1 will ask to describe your concern.
- It will create ticket in CRM against your concern.
- OR If you select choice as “Status of your existing Ticket” by enter number as 2 will ask for to enter ticke Number to show ticket status.
Example of Sales Bot:
- Activate “Sales bot” for connected WhatsApp Number.
- When you start messaging as “Hi”, Bot will be auto responding according to flow.
- Select as “New Project” choice as its set flow for that.
- Enter your amount in response of message “What is your budget?”
- If you enter “10000” according to set condition as “Number equal to 10000”, then condition will be true so it will be responding message as “We will set you meeting with our Sales Team.”
- OR If you enter not equal to “10000” according to set condition as “Number equal to 10000”, then condition will be false so it will be responding message as “Ok Thanks. Our Sales Team will contact with you soon….”