# Welcome to Picky Assist

Start here to set up channels, automate conversations, manage CRM data, and integrate with Picky Assist.

Picky Assist combines messaging, automation, CRM, AI, and developer tools in one platform.

Use this page as your main starting point.

### Start here

{% stepper %}
{% step %}

### Connect your first channel

Set up WhatsApp, Instagram, Messenger, email, and more.

* Start with [Connecting Channels](/setting-up-guide/connecting-channels)
* Then send a test message from [Sending First Message](/setting-up-guide/sending-first-message)
* Add more numbers with [Connecting Additional WhatsApp Numbers](/setting-up-guide/connecting-channels/connecting-additional-whatsapp-numbers)
  {% endstep %}

{% step %}

### Choose how you want to automate

Pick the automation layer that matches your use case.

* Use [Smart Replies](/setting-up-guide/smart-replies) for FAQ-style answers
* Use [Flow Builder](/setting-up-guide/setting-up-flow-builder) for guided conversations
* Use [Broadcaster](/setting-up-guide/setting-up-broadcaster)  for outbound messaging
  {% endstep %}

{% step %}

### Add CRM, integrations, and reporting

Capture data, automate actions, and measure results.

* Build your data model in [Modular CRM](/setting-up-guide/setting-up-modular-crm)
* Connect apps with [Connector](/setting-up-guide/setting-up-connector)
* Track performance in [CRM Analytics](/setting-up-guide/crm-analytics)
  {% endstep %}
  {% endstepper %}

{% hint style="info" %}
New users usually start with channel setup, first message, then automation.
{% endhint %}

### Pick a path

{% tabs %}
{% tab title="Messaging" %}
Launch fast on WhatsApp and other channels.

* [Setting Up Guide](/setting-up-guide/sending-first-message)
* [Connecting Channels](/setting-up-guide/connecting-channels)
* [Sending First Message](/setting-up-guide/sending-first-message)
* [WhatsApp Templates](/setting-up-guide/connecting-channels/whatsapp-templates)
* [Message Delivery Issues & Solutions](/setting-up-guide/connecting-channels/whatsapp-official-message-delivery-issues-and-solutions)
  {% endtab %}

{% tab title="Automation" %}
Build answer bots, guided flows, and outbound campaigns.

* [Setting Up Smart Replies](/setting-up-guide/smart-replies)
* [Smart Reply V2](/setting-up-guide/smart-reply-v2)
* [Setting Up Flow Builder](/setting-up-guide/setting-up-flow-builder)
* [Setting Up Broadcaster](/setting-up-guide/setting-up-broadcaster)
* [Setting Up Sequence](/setting-up-guide/setting-up-sequence)
* [Setting Up Scheduler](/setting-up-guide/setting-up-scheduler)
  {% endtab %}

{% tab title="CRM & Operations" %}
Manage leads, data, teams, and reporting.

* [Setting up Modular CRM](/setting-up-guide/setting-up-modular-crm)
* [Working With Prebuilt CRM Modules](/setting-up-guide/working-with-prebuilt-crm-modules)
* [Managing Organization](/setting-up-guide/managing-organization)
* [Setting Up Teambox](/setting-up-guide/setting-up-teambox)
* [CRM Analytics](/setting-up-guide/crm-analytics)
* [Meta Ad Tracker](/setting-up-guide/meta-ad-tracker)
  {% endtab %}

{% tab title="Developers" %}
Work with APIs, webhooks, and deep integrations.

* [API Documentation V2](/api-documentation-v2/introduction)
* [Developers & Partners Guide](/setting-up-guide/developers-and-partners-guide-for-deep-integration-of-picky-assist)
* [Global Webhook](/api-documentation-v2/webhook)
* [Push API](/api-documentation-v2/push-api)
* [Project Management API](/api-documentation-v2/project-management-api)
* [Sample Codes](/api-documentation-v2/sample-codes)
  {% endtab %}
  {% endtabs %}

### Knowledge base overview

<details>

<summary>Channel setup</summary>

Connect and manage messaging channels across WhatsApp, Messenger, Instagram, email, voice, and related services.

* [Connecting Channels](/setting-up-guide/connecting-channels)
* [Connecting WhatsApp Official](/setting-up-guide/connecting-channels/connecting-whatsapp-official)
* [Connecting WhatsApp Cloud API](/setting-up-guide/connecting-channels/connecting-whatsapp-cloud-api)
* [Connecting Facebook Messenger](/setting-up-guide/connecting-channels/setting-up-facebook-messenger)
* [Connecting Instagram](/setting-up-guide/connecting-channels/connecting-instagram)
* [Connecting SMTP](/setting-up-guide/connecting-channels/connecting-smtp)

</details>

<details>

<summary>Messaging and engagement</summary>

Use outbound campaigns, reminders, quick replies, and opt-out controls.

* [Setting Up Broadcaster](/setting-up-guide/setting-up-broadcaster)
* [Setting Up Sequence](/setting-up-guide/setting-up-sequence)
* [Setting Up Reminder](/setting-up-guide/setting-up-reminder)
* [Quick Replies](/setting-up-guide/quick-replies)
* [Opt-out Settings](/setting-up-guide/opt-out-settings)
* [Blacklist](/setting-up-guide/blacklist)

</details>

<details>

<summary>AI and chatbot automation</summary>

Build FAQ bots, guided flows, and AI-assisted experiences.

* [Setting Up Smart Replies](/setting-up-guide/smart-replies)
* [Smart Reply V2](/setting-up-guide/smart-reply-v2)
* [Setting Up Flow Builder](/setting-up-guide/setting-up-flow-builder)
* [Setting Up Connector](/setting-up-guide/setting-up-connector)
* [Setting Up Ad-On's](/setting-up-guide/setting-up-ad-ons)

</details>

<details>

<summary>CRM, team inbox, and operations</summary>

Organize records, route conversations, assign teams, and work from a shared inbox.

* [Setting up Modular CRM](/setting-up-guide/setting-up-modular-crm)
* [Working With Prebuilt CRM Modules](/setting-up-guide/working-with-prebuilt-crm-modules)
* [Managing Organization](/setting-up-guide/managing-organization)
* [Setting Up Teambox](/setting-up-guide/setting-up-teambox)
* [Managing Profile](/setting-up-guide/managing-profile)

</details>

<details>

<summary>Reporting and growth</summary>

Measure performance, review dashboards, and track campaign outcomes.

* [CRM Analytics](/setting-up-guide/crm-analytics)
* [Meta Ad Tracker](/setting-up-guide/meta-ad-tracker)
* [Changelog](/changelog/2026)

</details>

<details>

<summary>Developer resources</summary>

Work with APIs, webhooks, sample requests, and integration guides.

* [API Documentation V2](/api-documentation-v2/introduction)
* [WhatsApp Template API](/api-documentation-v2/whatsapp-template-api)
* [WhatsApp Group API](/api-documentation-v2/whatsapp-group-api)
* [Device Manage API’s](/api-documentation-v2/device-manage-apis)
* [References](/api-documentation-v2/references)
* [Sample Codes](/api-documentation-v2/sample-codes)

</details>

<details>

<summary>Tools and utilities</summary>

Find supporting features and admin tools here.

* [Setting Up Mobile App](/setting-up-guide/setting-up-mobile-app)
* [Email Builder](/setting-up-guide/email-builder)
* [Media Gallery](/setting-up-guide/media-gallery)
* [Google Chrome Extensions](/setting-up-guide/google-chrome-extensions)
* [Global Variables](/setting-up-guide/global-variables)

</details>

### Need policies, limits, or billing details?

* [General Guidelines](/general-guidelines/billing)
* [Billing](/general-guidelines/billing)
* [Rate Limits](/general-guidelines/rate-limits)
* [Roadmap](/general-guidelines/roadmap)

### Latest product updates

See what changed in [Changelog](/changelog/2026).


# Sending First Message

After you have connected a WhatsApp channel you can quickly send a message from the Picky Assist "Quick Messaging" app which can be accessed from any webpage as shown below;

<figure><img src="/files/JInMOm465R4mUOwBk2fA" alt=""><figcaption></figcaption></figure>


# Connecting Channels


# Connecting WhatsApp Business APP (Mobile App) Coexistence

In this guide, we will demonstrate how you can connect your existing WhatsApp Business App (Mobile) to Picky Assist without deleting your number from WhatsApp and continue using almost all the features you have been using through your WhatsApp Mobile App, like WhatsApp Calling, WhatsApp Groups, Community,y etc

{% hint style="warning" %}
**Important Note for WhatsApp Web Automation Users**

For those using WhatsApp Web Automation services, we recommend disconnecting your number and reconnecting via the WhatsApp Co-existence feature, either through the WhatsApp Managed Channel or the WhatsApp Cloud Channel. This is an official solution provided by WhatsApp and will not experience the same downtime issues as WhatsApp Web Automation.\
\
**WhatsApp messaging charges & messaging rules applies**
{% endhint %}

## **What is WhatsApp Coexistence?**

WhatsApp Coexistence is an update rolled out by Meta. It enables a business to run both the WhatsApp Business App and the WhatsApp Business Platform (API) using the same phone number. Business owners and support teams can continue chatting directly through the app while simultaneously running automated messages, templates, and broadcasts via their CRM or API tools.&#x20;

Importantly, chat history, contacts and recent conversations are synced across both environments so nothing gets lost  maintaining context, human touch and automation all in one setup without needing to provision a new number.

{% embed url="<https://www.youtube.com/watch?v=-hENLdeUuU4>" %}

**This feature was introduced by WhatsApp in April 2025 as a beta in a few countries. As of October 2025, it is available in almost all countries, except for a few listed below.**

### **What Problem does WhatsApp Coexistence Solve?**

Moving from the mobile app to the API used to force a cutover: numbers changed, conversations were lost and teams lost context. Coexistence removes that migration friction by mirroring messages and syncing recent chat history so customer continuity is preserved while businesses scale with automated templates, broadcasts and CRM workflows.

### **How WhatsApp Coexistence Works?**

With Meta’s Embedded Signup, you can link your existing WhatsApp Business App number to the Cloud API by simply scanning a QR code and authorizing access. Once enabled, both platforms work in parallel:

* **Simultaneous Use:** Continue using the WhatsApp Business App on your phone for real-time, manual conversations while the API handles automation, [chatbots](https://pickyassist.com/en/whatsapp-nocode-chatbot-builder), bulk campaigns, and CRM workflows.
* **Single Number:** No need to delete or change your current WhatsApp Business number; the same number powers both the app and the API.
* **Seamless Synchronization:** Messages sent or received through either platform are automatically synced, so the full conversation history remains visible and consistent (last 180 days with no media files sync)
* **Data Continuity:** Existing contacts, chats, and business information are preserved, with the ability to sync the last 6  months of past conversations to avoid losing valuable context.

**Not all Business Apps are eligible for Co-existence:** Meta also validates factors like your number’s country code, account age, and messaging quality before enabling coexistence to ensure smooth functioning.

### WhatsApp Message Pricing <a href="#pricing" id="pricing"></a>

After a business customer has been onboarded to WhatsApp Business API, messages sent by the business via the WhatsApp Business app will continue to be free, but messages sent via API will be chargeable as per the WhatsApp messaging pricing from time to time.&#x20;

## Getting Start with Picky Assist V3

The **WhatsApp Coexistence** service can be activated through either the **WhatsApp Official Managed Service** or the **WhatsApp Cloud Channel** provided by Picky Assist.

The only difference is in how billing and support are handled:

* With the [**WhatsApp Official Managed Service**](/setting-up-guide/connecting-channels/whatsapp-official-managed-service), messaging charges are paid to Picky Assist, and we provide all related support.
* With the [**WhatsApp Cloud API**](/setting-up-guide/connecting-channels/connecting-whatsapp-cloud-api), you must add a credit card directly to your Meta account, and for any support, you need to contact Meta via the Meta Business Suite.

All other features and functionality remain the same across both options.

To connect the WhatsApp Official Managed Service or WhatsApp Cloud, follow these steps:

1. Go to **Settings** and select [**Channels**](https://pickyassist.com/app/settings/channels).

2. Click the **Connect** button for **WhatsApp Official Managed Service or WhatsApp Cloud Channel**.\ <br>

   <figure><img src="/files/kOmxJLHGfWXjrB9J4DXl" alt=""><figcaption></figcaption></figure>

3. An instruction pop-up will appear with detailed guidelines. Review the instructions thoroughly and then click the **Proceed Payment** button.\ <br>

   <figure><img src="/files/9LH1IODTFgvcc0IdrRTD" alt=""><figcaption></figcaption></figure>

4. Please select the **"Connect your existing WhatsApp Business App"** option from the list menu to add your existing WhatsApp number&#x20;

<figure><img src="/files/bN8CVyMupT4N168pt192" alt="" width="375"><figcaption></figcaption></figure>

5. Enter your WhatsApp Business App mobile number and click on the **"Next"** button &#x20;

<figure><img src="/files/0GceGil6gJRShLSWVd0G" alt="" width="375"><figcaption></figcaption></figure>

6. You will see the QR code as show below and get a notification message on your WhatsApp to confirm the request&#x20;

<figure><img src="/files/9TGLifiQmJhTEKHFSqbG" alt=""><figcaption></figcaption></figure>

7. Click on the **"Connect"** button in the WhatsApp message\ <br>

   <figure><img src="/files/Yed79wD2UHTM2TzTiEWV" alt="" width="188"><figcaption></figcaption></figure>
8. Then click on the **"Connect to Business Platform"** button as shown below&#x20;

<figure><img src="/files/wlND7lCOMiIw0iZFmVUg" alt="" width="188"><figcaption></figcaption></figure>

9. Then select "Share all Chats" if you want to see the last 180 days message histroy in the Picky Assist else click on Don't share chats and click on the "Confirm" button

<figure><img src="/files/503jMfigaSlORcmCOX6G" alt="" width="188"><figcaption></figcaption></figure>

10. Now the app opens the camera, point the camera to the QR code displayed on the embedded signup page to complete the pairing&#x20;

<figure><img src="/files/YfATNXuTSGXRDtqqGPOO" alt="" width="188"><figcaption></figcaption></figure>

You will see a pairing progress screen and it may take 2-3 minutes to complete the process&#x20;

<figure><img src="/files/N1AaBSP7StTNBrQBDyXv" alt="" width="177"><figcaption></figcaption></figure>

## Disconnecting the number from WhatsApp Business API&#x20;

You can disconnect the WhatsApp Business App connection with WhatsApp Business API powered by Picky Assist anytime from your WhatsApp Business App (Mobile App), it should be the primary device where you can go to **Settings -> Account -> Business Platform** and simply Tap to disconnect, as shown below&#x20;

<figure><img src="/files/3N4ntJk8uFuaubO1B6oZ" alt="" width="178"><figcaption></figcaption></figure>

## Common Errors & Solutions

### Getting Error "Number Linked to Facebook Page"

<figure><img src="/files/eaZ0Fu5cHQaCHDQyFrXm" alt="" width="375"><figcaption></figcaption></figure>

Go to <https://www.facebook.com/settings/?tab=linked_whatsapp> then find the number and click on "Remove" button to remove the number from the linked facebook page.

<figure><img src="/files/vuNioSCvW5bSCUx2GB8D" alt=""><figcaption></figcaption></figure>

### Getting Error GraphQL operation responded with error %s: %s %s

<figure><img src="/files/LGq2U9v0aJVIV4CDHsmO" alt="" width="375"><figcaption></figcaption></figure>

Please close this dialog and start the embedded signup again through Picky Assist&#x20;

### Phone number you entered is not associated with the business you seelcted. To continue, you need to unlink this phone number from that business to use it here

<figure><img src="/files/7uupR7WVtV3OdUVVHMXt" alt="" width="360"><figcaption></figcaption></figure>

This error mostly happens when the number is already active in another business but not linked or associated to the business manager through you are trying to link the number, you can click on "ulink this phone number" and complete the unlinking process&#x20;

### Credit allocation not allowed., The WhatsApp Business account passed in already has a payment method and the entereed currency is different from the one already set for this WABA. Please try again wtih different input

<figure><img src="/files/HRmfEz69dtQgXMeYrVQh" alt=""><figcaption></figcaption></figure>

This error mostly occurs when you're using the Picky Assist Managed WhatsApp service, where Picky Assist has set the base currency as INR, but your Business Manager is set to a different currency. This typically happens if you have direct billing with WhatsApp and your billing currency is not INR — for example, if you've linked a credit card in Meta Business Suite for WhatsApp messaging charges in a non-INR currency.

In such cases, the best solution is to switch to the **WhatsApp Cloud** solution. This allows you to continue using the same credit card linked to Meta, and all WhatsApp messaging charges will be billed directly by WhatsApp to your linked credit card.

### Getting error WhatsApp Business App not supported

Please update your busisiness app from Apple Store or Play store, business customer must be using WhatsApp Business app version 2.24.17 or higher.

### The business you selected is already sharing this WABA with a partner. Switching partners is not currently supported on the Coexistence flow

<figure><img src="/files/aWY4APRadWTvKJenkgX4" alt="" width="375"><figcaption></figcaption></figure>

This error occurs when the WhatsApp Business app is connected, then disconnected, and an attempt is made to reconnect it. As of October 6, 2025, this issue remains open on Meta’s end and does not yet have a resolution.

A few customers reported that removing the WhatsApp Account from Meta Business Suite solves their issue; however, it's not worked for all\
\
To remove a WhatsApp Business Portfolio go to <https://business.facebook.com/latest/settings/whatsapp_account>&#x20;

<figure><img src="/files/yMHCmYC88fIe68Bssw6Q" alt=""><figcaption></figcaption></figure>


# WhatsApp Web Automation to Official API Migration Guide 2024

This guide will help you migrate your WhatsApp Web Automation services to the WhatsApp Fully Managed or WhatsApp Cloud API-based solutions. Official support for [WhatsApp Web Automation ](/setting-up-guide/connecting-channels/connecting-whatsapp-web-automation)service becomes unstable from <mark style="color:red;">**May 2024**</mark> due to the recent changes by WhatsApp,&#x20;

{% hint style="danger" %}
We request all users currently using **WhatsApp Web Automation** to migrate their numbers to either the **WhatsApp Fully Managed** or **WhatsApp Cloud API** solutions, or to make use of the **WhatsApp Coexistence** feature. This feature allows you to officially connect your existing **WhatsApp Business App (mobile app)** to the **WhatsApp Business API** [**Read More**](/setting-up-guide/connecting-channels/connecting-whatsapp-business-app-mobile-app-coexistence)
{% endhint %}

## Overview of Migration Options

Picky Assist, an official ISV of WhatsApp since 2019, offers two official solutions for businesses:

### 1. WhatsApp Official Fully Managed

The WhatsApp Official Fully Managed service is fully managed by Picky Assist on behalf of your business. We handle the billing and provide support, ensuring a seamless experience. To use this service, businesses need to maintain a prepaid credit in their Picky Assist Wallet to send messages.&#x20;

<mark style="color:green;">**This fully managed solution is offered as a paid add-on at the same rate of $19 per month for those on the Ultimate Plan.**</mark>

### 2. WhatsApp Cloud API

The WhatsApp Cloud API service is partially managed by Picky Assist. We manage the sending and receiving of messages, while WhatsApp handles the billing and support directly with the business. For this service, businesses need to link a credit card in their Facebook Business Manager for billing purposes, with charges applied based on usage. Support is provided directly by WhatsApp.&#x20;

<mark style="color:green;">**This solution is free for one channel and included in all plans, with additional channels incurring extra costs.**</mark>

{% hint style="success" %}
We have enabled embedded signup for both WhatsApp Fully Managed & WhatsApp Cloud API from June 2024 onwards so you do not need to create any app on your Facebook Account, you can complete the onboarding in just 5 minutes through our embedded signup directly using your Facebook account.
{% endhint %}

## Key Differences and Benefits

### Conversation-Based Billing

When migrating from WhatsApp Web Automation to an official solution, it is important to understand the conversation-based billing system. WhatsApp charges for sending messages based on the destination countries and conversation categories.&#x20;

A conversation session is valid for 24 hours, so you will be billed only once within that period for a specific conversation category, rather than for each message sent. This can help reduce costs significantly. [Read More ](https://pickyassist.com/en/whatsapp-business-api)

### Template Messages

Unlike the freehand messaging allowed in Web Automation, the official solution requires the use of pre-approved templates for sending messages to customers who have not had any active conversation with your business in the past 24 hours.&#x20;

Templates must be requested and approved by WhatsApp according to your messaging needs. Once approved, these templates can be used to communicate with customers effectively. [Read More ](https://pickyassist.com/en/whatsapp-business-api)

### Opt-In Requirements

While WhatsApp Web Automation allowed messaging without explicit consent, the official solution requires that you have obtained consent from the recipient before sending messages. This ensures compliance with anti-spam policies and enhances the quality of customer interactions. Spamming is strictly prohibited in the official WhatsApp solution. [Read More ](https://pickyassist.com/en/whatsapp-business-api)

### Free 1000 Service Conversations

WhatsApp offers 1000 free service conversation messages per month. These are categorized as service conversations when you respond to customer-initiated messages. Each conversation session lasts for 24 hours, allowing you to communicate freely within this period.&#x20;

However, other conversation categories like Utilities, Marketing, and Authentication are billed separately and are not included in the free quota. [Read More ](https://pickyassist.com/en/whatsapp-business-api)

### Business Verification for High-Volume Messaging

To send more than 250 template messages daily, your business must undergo verification with WhatsApp. This involves uploading business documents and address proof to your Facebook Business Manager, which WhatsApp will review and approve within 2-5 working days. This step is necessary to ensure compliance and enable high-volume messaging capabilities. [Read More ](https://pickyassist.com/en/whatsapp-business-api)

## Steps for Migration

### Delete WhatsApp from your existing WhatsApp App

You need to delete the existing WhatsApp number from your WhatsApp business or personal app if you wish to use the same number as your WhatsApp official account.&#x20;

{% hint style="danger" %}

1. You will not be able to use WhatsApp Groups further
2. You or the customers will not be able to call on WhatsApp
3. All chat history will be lost&#x20;
   {% endhint %}

### Connect WhatsApp Cloud or Fully Managed Solution&#x20;

Please go to Picky Assist Channel [https://pickyassist.com/app/settings/channels](https://pickyassist.com/alpha/settings/channels) and  choose the solution you prefer to connect and complete the on-screen onboarding process&#x20;

<figure><img src="/files/xKJVLuUdBGC4pKue5QBs" alt=""><figcaption></figcaption></figure>

{% hint style="danger" %}

1. You should have a Facebook account logged in to complete the onboarding
2. You need a credit card to link if you are using WhatsApp Cloud and wish to send template messages.[ Read More](https://www.facebook.com/business/help/488291839463771)
3. You need to add money to your Picky Assist account to send template messages
4. In order to send more than 250 template messages your business should complete the one-time business verification by uploading your company documents to your Facebook business manager&#x20;
   {% endhint %}

### Change Channel IDs

Update your contact channels from WhatsApp Web Automation to the official solution. Each channel has a unique ID, and you need to ensure that contacts are correctly mapped to the new channel ID. If you are using the same mobile number, manually change all the contact channels in our platform.&#x20;

<mark style="color:red;">Note that previous messages will not be visible after this change due to the different channel IDs.</mark>

### Chat History&#x20;

When you upgrade the number to WhatsApp Official you will loss all the chat history that was saved on your phone so you will not be able to sync the chat history.&#x20;

### Update Connectors and Templates

Modify any existing connectors and set up new templates as required. Freehand messages will no longer be delivered without an active session, so it is crucial to configure and use templates for messaging.

### Recreate Chatbots

Rebuild your chatbots using the Flow Builder to leverage the new features available in the official solution. This will ensure that your automation processes remain effective and compliant with WhatsApp's policies.

### Update Integrations

Change the channel settings in third-party applications like Zoho CRM or Zapier to reflect the new official channel. This step ensures seamless integration and functionality across your systems.

### Adjust API & Webhooks

Update application IDs to match the new channel IDs and configure template messages appropriately. This will ensure that your API and webhook integrations continue to function correctly.

### Educate Your Team

Train your team to use templates and manage the new system effectively. This will help ensure a smooth transition and maintain the quality of your customer interactions.

## Quick Comparsion between WhatsApp Web Automation & Official WhatsApp Solutions

<br>

|                                   |                                                           |                                                            |
| --------------------------------- | --------------------------------------------------------- | ---------------------------------------------------------- |
| **Feature**                       | **WhatsApp Web Automation**                               | **Official WhatsApp Solution**                             |
| Type                              | Unofficial, Workaround Solution                           | Official, Authorized Solution                              |
| Stability and Reliability         | Less stable, prone to disruptions due to WhatsApp updates | Highly stable and reliable                                 |
| Scalability                       | Limited scalability                                       | High scalability                                           |
| Billing                           | Flat fee, no conversation-based billing                   | Conversation-based billing                                 |
| Templates                         | No templates required, freehand messages allowed          | Templates required for non-active conversations            |
| Opt-In Requirement                | No opt-in required, allowed sending to any number         | Opt-in required                                            |
| Support & Billing                 | Managed by Picky Assist                                   | Managed by Picky Assist or WhatsApp, depending on the plan |
| Compliance with WhatsApp Policies | Non-compliant, prone to account bans                      | Fully compliant with WhatsApp policies                     |
| Additional Features               | Limited features                                          | Advanced features like interactive buttons, list menus     |
| Legal and Security Risks          | Higher risk of legal issues and security blocks           | Low risk, fully supported by WhatsApp                      |
| Business Verification             | Not required                                              | Required for high-volume messaging                         |
| Cost                              | $19 per month (Ultimate Plan)                             | Varies, based on conversation categories and usage         |
| Service Discontinuation           | Support ends June 2024, fully stop by December 2024       | Ongoing support                                            |
| Free Conversations                | Not applicable                                            | 1000 free service conversations per month                  |
| Training and Migration Effort     | None initially required                                   | Requires training and migration efforts                    |

## Frequently Asked Questions (FAQs)

### 1. Why is Picky Assist discontinuing WhatsApp Web Automation services?

Picky Assist is discontinuing WhatsApp Web Automation services due to frequent updates and changes made by WhatsApp, which have made it challenging to maintain the service. Additionally, WhatsApp has implemented measures to block unofficial automation solutions and has issued a legal notice to stop promoting these services. Maintaining the service is no longer economically feasible or legally viable.

### 2. What are the main differences between WhatsApp Web Automation and the Official WhatsApp Solution?

WhatsApp Web Automation is an unofficial and workaround solution, prone to disruptions and limited scalability. It allows freehand messaging without templates and does not require recipient consent. However, it is non-compliant with WhatsApp policies and poses higher legal and security risks.

In contrast, the Official WhatsApp Solution is an authorized and highly stable service with high scalability. It uses conversation-based billing, requires pre-approved templates for non-active conversations, and mandates recipient consent to prevent spam. The official solution offers advanced features like interactive buttons and list menus and fully complies with WhatsApp policies, posing low legal and security risks.

### 3. What are the costs associated with the Official WhatsApp Solution?

The Official WhatsApp Solution uses conversation-based billing, where charges are based on the destination country and conversation category. While the service offers 1000 free service conversation messages per month, other conversation categories like Utilities, Marketing, and Authentication incur charges. The WhatsApp Official Fully Managed solution costs $19 per month for those on the Ultimate Plan, while the WhatsApp Cloud API solution has variable costs based on usage.

### 4. How does conversation-based billing work in the Official WhatsApp Solution?

Conversation-based billing charges you based on 24-hour conversation sessions. For example, if you send multiple messages to a customer within a 24-hour period, it counts as one conversation, reducing costs. Charges depend on the destination country and the conversation category.

### 5. What is the refund policy for the discontinued WhatsApp Web Automation services?

For monthly add-on users, refunds for June 2024 will be credited to your Picky Assist Wallet. For yearly plan users, pro-rated refunds from June 2024 onwards will be credited to your wallet. This credit can be used for WhatsApp Official messaging charges or other Picky Assist services.

### 6. What steps are involved in migrating from WhatsApp Web Automation to the Official WhatsApp Solution?

* Delete the WhatsApp number: Delete the existing WhatsApp number that is installed on your phone.
* Connect with Picky Assist: Connect the WhatsApp official number through Picky Assist using the embedded signup method&#x20;
* Change Channel IDs: Update your contact channels from WhatsApp Web Automation to the official solution. Each channel has a unique ID, and you need to ensure that contacts are correctly mapped to the new channel ID.
* Update Connectors and Templates: Modify any existing connectors and set up new templates as required. Freehand messages will no longer be delivered without an active session, so it is crucial to configure and use templates for messaging.
* Recreate Chatbots: Rebuild your chatbots using the Flow Builder to leverage the new features available in the official solution.
* Update Integrations: Change the channel settings in third-party applications like Zoho CRM or Zapier to reflect the new official channel.
* Adjust API & Webhooks: Update application IDs to match the new channel IDs and configure template messages appropriately.
* Educate Your Team: Train your team to use templates and manage the new system effectively.

### 7. Do I need to verify my business for the Official WhatsApp Solution?

Yes, to send more than 250 template messages daily, you must verify your business with WhatsApp. This involves uploading business documents and address proof to your Facebook Business Manager, which WhatsApp will review and approve within 2-5 working days.

### 8. What are the opt-in requirements for the Official WhatsApp Solution?

The official solution requires that you obtain consent from recipients before sending messages. This ensures compliance with anti-spam policies and enhances the quality of customer interactions. Spamming is strictly prohibited.

### 9. Are there any free messages included with the Official WhatsApp Solution?

Yes, WhatsApp offers 1000 free service conversation messages per month. These are categorized as service conversations when you respond to customer-initiated messages. Each conversation session lasts for 24 hours, allowing you to communicate freely within this period. However, other conversation categories like Utilities, Marketing, and Authentication are billed separately and are not included in the free quota.

### 10. What should I do if I need help with the migration process?

If you need any assistance with the migration process, you can schedule a 30-minute discovery call with our solutions team. Visit[ Schedule a Discovery Call](https://meet.pickyassist.com/team/sales/discovery) to book your appointment.

### 11. What will happen to my previous chat history when I migrate to WhatsApp Official ?

All your previous chat history that is stored will be deleted and can't be recovered or synced with WhatsApp's official number.&#x20;

### 12. What will happen to the groups that my number is currently participating?&#x20;

Currently, the official WhatsApp number does not support groups. As a result, you will be automatically removed from any such groups. WhatsApp announced a group integration for the official number in May 2024, but it is still not available to the public. This feature will be available soon.

### 13. What will happen if the customer tries to call my business via WhatsApp ?

Currently, WhatsApp Official does not support the calling feature. Therefore, your customers will not see a calling button to make calls. WhatsApp announced a calling feature for WhatsApp official numbers in May 2024, but it is not available to the public yet. This feature will be available soon.

### 14. Can I downgrade WhatsApp Official to normal WhatsApp after upgrading to Official?

Yes, you can delete the number from your Facebook Business Manager and then link it with the regular WhatsApp Personal or Business App. Please note that if you have an outstanding bill with WhatsApp, this process may not be possible, as it's mandatory to settle all bills with WhatsApp before migrating the number.

## Final Note

We are committed to providing the best business automation services. Please explore our Picky Assist 3.0 platform, which includes Conversation CRM, No Code Chatbot Builder, Business Analytics, and upcoming features like WhatsApp Flow, WhatsApp Commerce, and WhatsApp Pay.

Thank you for being part of the Picky Assist journey. If you need any migration assistance, please schedule a 30-minute discovery call with our solutions team:[ Schedule a Discovery Call](https://meet.pickyassist.com/team/sales/discovery).


# Connecting WhatsApp Web Automation

{% hint style="danger" %}

## WhatsApp Web Automation services are unstable from May 2024 onwards and we recommend all users to Migrate to WhatsApp Official Solution for stable and reliable service. [Read Migration Guide.](/setting-up-guide/connecting-channels/whatsapp-web-automation-to-official-api-migration-guide-2024)

{% endhint %}

WhatsApp Web Automation is a paid Channel once purchased you will able to connect your WhatsApp Web with Picky Assist as Channel and able to send and receive WhatsApp messages right from the Picky Assist Web Console or API. Please [Click Here](https://pickyassist.com/en/whatsapp-web-automation) to know more about WhatsApp Web Automation.

### Pre-requisite

1. WhatsApp Personal / Business App installed on a Mobile Phone
2. WhatsApp Web Automation Adon Enabled in your Picky Assist Project

### Limitations&#x20;

1. Not able to sync the media messages sent manually from the phone.
2. Not able to send messages to the broadcaster list already created by you
3. <mark style="color:red;">**Not recommended for sending high-volume messaging, especially mass one-way notifications**</mark>&#x20;
4. <mark style="color:red;">**Not reliable service can expect long downtime whenever the WhatsApp Web version gets updated till we patch the update**</mark>
5. Can expect a delivery ratio only between 85% to 95% &#x20;

## Getting Started

Once the WhatsApp Web automation channel is purchased you need to scan the QR code from your WhatsApp App from **Settings -> Channels -> WhatsApp Web Automation** as seen below;

After completing the payment process the page will be redirected to the WhatsApp Web Automation channel settings page for scanning the QR code to connect the number.

## **Connect WhatsApp Number**

In the settings page please  "Select the Data Centre" which is near your country then click on the "Activate WhatsApp Web" button as shown below.

<figure><img src="/files/GpXbUgYF6QmKIk0Us403" alt=""><figcaption></figcaption></figure>

### Scan the QR Code

<figure><img src="/files/7eNsagVquAwkUZcWnEuj" alt=""><figcaption></figcaption></figure>

1. Open WhatsApp on your phone
2. Tap Menu or Settings and select "Linked Devices" and click on "Link A Device"
3. Point your phone to this screen to scan the code

{% hint style="danger" %}
The QR Code keeps changing every 5 seconds so please don't take a screenshot and share it with others to pair it, instead use the QR Code Connection URL to share the QR code. It will take 1 -2  minutes to connect the WhatsApp Web with your Picky Assist Project depending on how many open chats you have on the phone, so please wait until it redirects automatically to the next page.
{% endhint %}

## QR Code Connecting URL or Whitelabel URL&#x20;

If the WhatsApp phone is not with you or you are using the services for your customers then you can use the QR Code Connecting URL.

You need to enable the Status then only the user can scan the QR code, once the status is enabled you can simply share the URL with your customers and guide them to open the WhatsApp App and scan the QR Code.

{% hint style="danger" %}
Please note that this URL will work only when your WhatsApp Web Adon is in pairing mode i.e. not connected with a number.<br>
{% endhint %}

<figure><img src="/files/gqahT086bGkaK7Sy7NTf" alt=""><figcaption></figcaption></figure>

## Settings & Configuration&#x20;

Once the WhatsApp Web is successfully connected with the Picky Assist Project you will able to see the settings menu as shown below ;

1. Here we can see the connected WhatsApp number and the connection status of the number with your automation server
2. Shows the WhatsApp Web Version you are connected to Picky Assist.
3. Connected Channel id which is required when using API for the connected channel&#x20;
4. Channel connected date and expiration date.

<figure><img src="/files/75oM0ir8UaTo2wjj7sJ7" alt=""><figcaption></figcaption></figure>

### Quick Glance of Settings Menu

<figure><img src="/files/UQM34AszNBfBruyO6o5Z" alt=""><figcaption></figcaption></figure>

### **Reboot server**

This will restart the server allocated to you, the restart process takes 5-10 minutes to complete so please check the status after 10 minutes. This needs to be performed only when you are continuously facing issues with your WhatsApp Web Automation&#x20;

<figure><img src="/files/BYR0PTYdV4FUMKrf4WRD" alt=""><figcaption></figcaption></figure>

### **Restart App**&#x20;

This will restart the WhatsApp Web Server and may take 30 seconds to 2 minutes to reconnect. If you want to disconnect the current number and restart then please enable the option in the confirmation message. If you like to clear the queue & message while rebooting then please enable the option in the confirmation message.

<figure><img src="/files/l7JKGUPfTtHwWz7YHbOH" alt=""><figcaption></figcaption></figure>

### **Reset server**&#x20;

This will disconnect any previous session and clear all messages in the queue if any. It will take 3 to 5 minutes to complete the server reset.<br>

### Disconnect & Connect Another Number

If you wish to disconnect the existing number and connect to another number then please follow the below guide;

First, click on "**Disconnect**" as shown below

<figure><img src="/files/oEZiECplAcZuEcCgVG3G" alt=""><figcaption></figcaption></figure>

**This will prompt a new confirmation popup as below;**

<figure><img src="/files/6jFr78XNjlsCbgKWUM8q" alt=""><figcaption></figcaption></figure>

If you wish to delete all the queue and message history from the WhatsApp Server then please check the "Clear Queue & Messages", still you will have the message history in the Picky Assist Account, and the message history will get deleted only from WhatsApp automation Server and not from the Picky Assist history/

In case you want to disconnect and connect again with the same or different number and process the pending queue then please uncheck this option, when a new/same number is connected the pending queue messages will get processed.

{% hint style="info" %}
After clicking on the "Continue" button it may take 1-2 minutes to show another QR code, please refresh the page to see the new QR Code.
{% endhint %}

{% hint style="danger" %}
**If your number was blocked then we recommend to please factory reset the mobile phone in which the number was running earlier, if you just change the SIM card and try to connect to WhatsApp again you are likely to be blocked again as WhatsApp keeps the previous log in your device.**&#x20;
{% endhint %}

### Clear queue&#x20;

This action will clear all queued messages in the server.

{% hint style="info" %}
**Reboot Server & App Restart**\
\
Don't get confused with Server Restart & App Restart both works differently, so let's understand the difference before using the commands.\
\
**Restart App:** This is the automation app that runs in the WhatsApp Server, mostly Restart app solves the issues like QR code Not Showing, Connection Timeout, Low message sending speed, etc.

**Reboot server :** This is the dedicated server allocated to your project to connect WhatsApp Numbers, generally server restart is not required until suggested by our support team. Server restart will take 5 to 10 minutes so once the command is given please wait for 10 minutes to perform the next action<br>
{% endhint %}

| Settings Name                               | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    |
| ------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| <p>Connected WhatsApp Number</p><p><br></p> | <p>This is the number of your Connected WhatsApp </p><p><br><br></p>                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           |
| Queued Messages                             | This will show messages which are in queue , you can click on the refresh icon to get the latest queue count, for any reason if you wish to delete queued messages then you can use the "Clear Queue" button , this will clear all messages in the queue and there will no refund process for these messages.                                                                                                                                                                                                                                                                  |
| Connected Status                            | <p>This helps you to identify whether the connection between your phone and our server is established or not, below are the possible status.</p><p><br></p><p><strong>Connected</strong> = Connection Established<br></p><p><strong>Timeout</strong> = The connection is not timeout, maybe you need to scan the QR code again</p><p><br><strong>Unpaired</strong> = WhatsApp Web is not paired with our Server, you need to scan the QR code again </p><p><br><strong>No Response</strong> = Our Server is not giving response, please click the "Restart App"</p><p><br></p> |
| Connected Date                              | On which date the number is connected with your project.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |
| Incoming Message                            | This helps you to disable the incoming messages , once disables incoming messages will not be processed by Picky Assist (you will also not be billed).                                                                                                                                                                                                                                                                                                                                                                                                                         |
| Outgoing Message                            | This helps you to disable the outgoing messages, once disables you will not able to send messages out. (messages will fail).                                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| Queue Limit                                 | This is one of the important value which helps you to queue the messages after it reaches certain count, for example if you set the value to 10 then whenever you send more than 10 messages at a time then system will automatically queue the message and start processing as per the delay between the message you configured                                                                                                                                                                                                                                               |
| Delay b/w Messages                          | This is the value used to process messages from the queue , i.e if you set to 10 seconds then the system will wait 10 seconds to send next message in the queue, the recommended delay between messages is 10 seconds in order to avoid blocking of WhatsApp number.                                                                                                                                                                                                                                                                                                           |
| Download Incoming Video                     | If you would like to download the video files then please enable this, enabling this will slow down the regular message sending and receiving speed of your Server.                                                                                                                                                                                                                                                                                                                                                                                                            |
| Group Incoming Messages                     | If disabled the incoming messages from groups will be ignored, if you don’t use groups with Picky Assist then its recommended to turn off the same to overcrowd your WhatsApp Web Automation server.                                                                                                                                                                                                                                                                                                                                                                           |
| Group Outgoing Messages                     | If disabled then you will not able to send messages to WhatsApp Groups.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        |
| Keep Online                                 | This will show the number always online and this also helps to track the disconnection event more accurately                                                                                                                                                                                                                                                                                                                                                                                                                                                                   |
| Service Monitoring Tool                     | When this tool is enabled we will send an automated message 'status\_check' to our dedicated WhatsApp number '+13024370557' in every 5 minutes from your Connected WhatsApp Number to check the service status.                                                                                                                                                                                                                                                                                                                                                                |
| Sync Contacts                               | You can sync contacts from your WhatsApp by clicking this button, <mark style="color:red;">please make sure you have enough contact limit as per your plan.</mark>                                                                                                                                                                                                                                                                                                                                                                                                             |
| Disconnect Event Alert Email Address        | Specify the email addresses to get an alert when the connection is lost.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       |

## Session disconnection from WhatsApp Mobile App

If the number is forcefully disconnected from the WhatsApp App or for some reason if the connection between the automation server and WhatsApp web is lost then you may not see the option to disconnect instead it will show a box as below;

<figure><img src="/files/ophGhpEtPvjbqdU1aOqh" alt=""><figcaption></figcaption></figure>

**If you are seeing this option then please click on "Restart App" then you will able to see below options**<br>

<figure><img src="/files/jYSWWiK2Cc8u3v4KOv87" alt=""><figcaption></figcaption></figure>

If you tick **"Disconnect Existing Number & Restart"** this will destroy the last connected number session and you need to scan the QR code again to reconnect the number.

If you tick **"Clear Queue & Messages"** this will destroy all the queue and message history from the WhatsApp Server.&#x20;

{% hint style="warning" %}
Even after restarting the app if you are unable to connect or see the QR code to scan then please repeat the restart process 2-3 times or until you see the QR code.&#x20;
{% endhint %}

## Monitoring Disconnection Events & Alerting

This feature helps you to get alert when the WhatsApp number is disconnected or difficult to connect with our Server.

To make this feature works more accurately you need to enable the **"Keep Online"** status on , when you turned this on your connected WhatsApp number will show always Online<br>

<figure><img src="/files/x2BJltaJU7DBWgAl710z" alt=""><figcaption></figcaption></figure>

This feature helps you to get alert when the WhatsApp number is disconnected or difficult to connect with our Server.

## How Service Monitoring Tool Works&#x20;

When you enable the "Service Monitoring Tool" as shown below our system will automatically send an automated WhatsApp message **"status\_check"** to our dedicated WhatsApp number "+13024370557" in every 5 minutes from your Connected WhatsApp Number.

{% hint style="info" %}
If your WhatsApp automation server is connected to a WhatsApp number and we have not received **"status\_check"** messages in the last 5 minutes then we can consider there must be a problem in the Connection.&#x20;
{% endhint %}

\
In order to avoid any confusion of sending any automatic message by default this monitoring tool is disabled in your account, we request you to please enable this from your **Settings -> Channels -> WhatsApp Web Automation -> Service Monitoring Tool (enable this)** as shown in the below image;

<figure><img src="/files/YS5FRxoC3scWYEwZGQFe" alt=""><figcaption></figcaption></figure>

Once you enable this monitoring tool we will be able to analyze the disconnection event and take the following actions which solve most of the problems related to the WhatsApp automation server.

1. Automatically restart the automation app as in most cases we observed that the automation app restart solves the problem related to Connection issues.
2. Inform you through Email for manual actions.
3. Automatically reset the automation server if the app restart does not solve the issue then send an email to you so that you can scan the QR code again to establish the connection.

## Customize channel Name & Icon&#x20;

You can change the channel name, description, and icon as well. You can choose the attractive channel icons from the given channel icon list or from the fontawesome icons.

<figure><img src="/files/0iG9oDFhMOIgf2VWSk1s" alt=""><figcaption></figcaption></figure>

## Dashboard

Once the WhatsApp web number is connected in your project you can see the dashboard which show the quick stats of your connected number, you can access this from the Settings -> Channels  -> Click on the gear icon then click on Dashboard as shown below;

<figure><img src="/files/KBk5NkMNgLX8jA8VA6xt" alt=""><figcaption></figcaption></figure>

### Filter&#x20;

By default the dashboard shows the current month data, you can filter the data using the Filter options,  you can group the data by day, week, month or year that is useful if you selecting long date periods&#x20;

<figure><img src="/files/10kn8z2s6TP63OQo6sPt" alt=""><figcaption></figcaption></figure>

### Subscriber Quick Informations

You can see quick stats how many subscriber you have in your WhatsApp Channel, a subscriber will be added when someone sends a new message or your manually add a contact by selecting WhatsApp Web Automation  Channel as default channel for them.

<figure><img src="/files/nPZrTNIJbEwDaBUqFYIP" alt=""><figcaption></figcaption></figure>

### Subscribers Statistics&#x20;

You can see day,week,month,yearly wise subscriber count as per your group condition as show below, you can also see the subscriber which are deleted by you during the period<br>

<figure><img src="/files/LykbbR1aiV4FxMMNurDY" alt=""><figcaption></figcaption></figure>

### Messaging Stats

Here you can see messaging stats to find how many incoming messages are coming to your number, how many messages are sent, delivered, read and failed as shown below;<br>

<figure><img src="/files/BSk5B97bqVgTQvj7eEtp" alt=""><figcaption></figcaption></figure>

## Synching all Contacts from WhatsApp to Picky Assist

You can sync all your WhatsApp contacts to Picky Assist using the sync feature which is under Channels -> Settings -> Sync Contacts as shown below

{% hint style="info" %}
Please beware of your Contact limit as per the plan, also the synching will happen in the queue and take more time if you have a large number of contacts. This feature may not work in all WhatsApp accounts&#x20;
{% endhint %}

<figure><img src="/files/esR8a9O3TAlTqwjagBoZ" alt=""><figcaption></figcaption></figure>

## Synching WhatsApp Conversations to Picky Assist

By default, Picky Assist will show the conversations only after the number is connected with PIcky Assist however  you can manually sync WhatsApp conversations to Picky Assist by selecting each contact and clicking the sync button, for do this please go to **Teambox -> All Chats -> Select Contact** then from the top click on **Sync** button as shown below&#x20;

<figure><img src="/files/BqaZYqvNqdr1izeSmMtM" alt=""><figcaption></figcaption></figure>

## Most Common Problems & Solutions

This is the list of most common problems and its solutions, if the issue facing by you is not listed there then please feel free to contact us by sending an email to <support@pickyassist.com>

## Status Showing as Connected but Incoming or Outgoing Message not working

This is the issue start observing from Feb 2022 onwards after WhatsApp released a major update to support it's new feature **"MultiDevice"** please follow below troubleshooting method to fix the issue;

1. Update WhatsApp Mobile App to the Latest Version from Google Play Store
2. Go to Picky Assist Account Settings -> WhatsApp Web Automation -> Click on WhatsApp Icon -> Click on[ Restart App ](#restart-app)
3. Please wait for 2 minutes then refresh the Picky Assist page and try sending an incoming or outgoing message to check its working or not.

If the above step don't solve the issue then please an email to <support@pickyassist.com> mentioning your project name in which you are facing the problem to troubleshoot further

## Getting Error "Couldn't scan code. Make sure you're on web.whatsapp.com and scan again" after scanning the QR Code

This error could be because the QR code is expired, you can simply click on the [**Restart**](#restart-app) button to generate a new QR Code, please make sure you are scanning directly from the phone to the QR Code, taking a screenshot of the QR code and sharing won't work since the QR code keeps changing in every 10 seconds.

{% hint style="warning" %}
From February 2022 onwards we have observed that WhatsApp Web feature is not available to certain Phone Model & OS Versions mostly old devices and outdated phone software version, to check and confirm this please open [web.whatsapp.com ](<https://web.whatsapp.com >)in a computer browser then try to link your phone by scanning the QR code, if this shows any error it means the WhatsApp Web feature is not available to the phone.
{% endhint %}

{% hint style="info" %}

### Even after restarting the App if the issue is not getting solved then please contact us <support@pickyassist.com>

{% endhint %}

## Showing Connection Status as "Timeout" Incoming and outgoing messages are not processing.

The timeout status means we are unable to communicate with your phone, make sure the phone is connected to the internet and the phone is switched on, if the phone is connected to the internet then please do any of the following actions&#x20;

1. Restart the phone network sometimes solves the issues like Turn off the Wifi or Mobile data and on again or Switching to flight mode and turn back.
2. Disable all power saving modes in your phone as sometimes if the power saving mode is enabled phone restricts background usage of data and as a result the WhatsApp will work, so highly recommend disabling power saving mode in your phone
3. Close WhatsApp from the background and open it again&#x20;
4. Restart the Phone

## Incoming & Outgoing Messages are not processing

👉 The very first thing here is to check your phone internet connection and make sure the phone is turned on and connected to the internet, please send a WhatsApp message to your connected number and ensures it's showing in your phone.

👉 Please check the Connection Status from the Picky Assist Web Console -> Settings -> Channels -> WhatsApp Web Automation -> Settings

👉 If the connection status is other than "Connected" then please click on the **"Restart App"** please wait 5-10 seconds after Restart the refresh the Connection status by clicking the refresh icon. Even after the connection is not established then please click on the "Disconnect" and try to pair your WhatsApp again by scanning the QR Code.

👉 Always makes sure the WhatsApp Web is not paired in any other computer, in case you have paired then please go to WhatsApp & Click on WhatsApp Web then tap on "Log out from all devices" after that pair your number again with us. - ***Not Applicable if you are using Multi Device Feature***&#x20;

{% hint style="info" %}

### In most situations a Restart App will solve almost all connection related issues.

{% endhint %}

## Taking a longer time to Connect WhatsApp Web, frequent disconnection & Incoming Message Missing

This issue could be because of the following issues&#x20;

1. [High Open Chats or too many WA Groups](#more-than-1000-open-chats-or-too-many-wa-groups)
2. [Actively sending or receiving status updates ](#actively-sending-or-receiving-status-updates)
3. [High messaging volumes ](#high-messaging-volumes)
4. [Sending / receiving large media files ](#sending-receiving-large-media-files)

### More than 1000 Open Chats or too many WA Groups

WhatsApp saves all your incoming and outgoing messages in your mobile phone storage and when you connect the WhatsApp Web the open chat details and history will be synched from your Phone to the connected computer and further it saves in the computer / browser cache, so here if you have a lot of open chats and groups it may take longer time to complete the sync and sometimes your phone becomes unresponsive during this process, the syncing speed depends based on your phone configuration and internet upload speed. By keeping these things in mind we suggest the following maintenance for your phone and WhatsApp App to operate smoothly with Whatsapp Web.

#### **Finding Open Chat Counts**

Open the WhatsApp App then select a contact and then from the 3 dotted menu click on "Select All" and you able to see the total open chat count as shown below;

![](/files/-MNB2oCdxCdyuZiCDi_j)

#### **Deleting One by One**

Open the WhatsApp App select one contact and delete it&#x20;

#### **Deleting Multiple Selected Chats**

Open the WhatsApp App then long press on the contact and mark multiples to then tap on Delete as shown below

![](/files/-MNAyl9F6vc6mCqR0P5E)

{% hint style="danger" %}
When using Select All if any groups are in the chat window then the delete option will not display, so manually find the groups and unselect those to get the delete button visible as shown above.
{% endhint %}

#### **Delete All Chats**&#x20;

This is the recommended method , open the WhatsApp click tine 3 doted -> Settings -> Chats -> Chat History -> Delete All chats as shown below;&#x20;

![](/files/-MNB2IkV6r_ZPgy066VI)

{% hint style="danger" %}
Please note Archive Chats will not help.
{% endhint %}

### Actively sending or receiving status updates&#x20;

If you have large number of contacts saved in your phone and you are actively putting status or your contacts are putting status then the WhatsApp Web Automation likely to become slow as the automation server need to process all these status update which requires very high load and a result you the automation server keep crashing which results in messaging missing during the crash period&#x20;

Our system automatically restarts the automation server whenever the server is crashed and message missing are generally happens during this period

{% hint style="success" %}
The best solution to address this issue is not to set status for your number and if you are not setting status still incoming status to your phone from the contacts also create similar load so delete all the contacts from your phone that helps the phone don't receive any status, still you can manage all your contacts in the Picky Assist platform&#x20;
{% endhint %}

### High messaging volumes&#x20;

If you are sending and receiving high messaging volumes then the automation servers get overcrowded and as a result it may keep crashing and messages will continue to miss during these period.&#x20;

{% hint style="success" %}
Since WhatsApp Web Automation don't have any scalability option you need to consider our WhatsApp Official Solution that is highly reliable and scalable. [Read More](/setting-up-guide/connecting-channels/connecting-whatsapp-cloud-api)
{% endhint %}

### Sending / receiving large media files&#x20;

Media files requires huge process to download and upload especially when you are sending messages out with file size more than 100 KB and the process are more complex for video's so if you are sending and receiving large media files the automation server is likely to crash very frequently.

{% hint style="info" %}
The best solution is to keep your media files under 100 KB, [refer the media guidelines here ](/general-guidelines/best-practices-for-media-handling)\
\
Consider our WhatsApp Official Solution that is highly reliable and scalable. [Read More](/setting-up-guide/connecting-channels/connecting-whatsapp-cloud-api)&#x20;
{% endhint %}

## Experimental Scalability Option&#x20;

We have an experimental feature of upgrading your existing WhatsApp Server configuration to a higher spec which may help to minimize the disconnection frequency and reconnect faster after disconnection, in order to do this option your phone should also be upgraded apart from the servers since the phone is primarily responsible for synching the messages and when the phone becomes unresponsive the WhatsApp Web get disconnects. Please note this is an experimental feature and we don't guarantee whether this approach works with your setup and this will cost you $49 extra per month.for each 10k open chats and when your open chat increases you need to upgrade again your phone and servers , you can consider 10k open chats costs you $49 per month (We provide free 7 days trial to check whether this upgrade works for you or not)

## QR Code Connecting Issue from May 2024 - Solution&#x20;

\
As you are aware any updates from WhatsApp Web may disrupt the automation, causing issues with sending, receiving, or connecting to WhatsApp through our servers. WhatsApp recently implemented a major update to their WhatsApp Web in certain countries. They have added extra security to verify that your computer and **primary mobile device are within a specific radius.** Since WhatsApp Web is loaded in our data center, which is far for most users, please follow the guidelines below to reconnect WhatsApp to Picky Assist. We will use your computer's IP instead of our server's IP for the connection.<br>

### To reconnect to Picky Assist, please follow these steps:

1. Install and run the application on a Windows computer with Chrome installed <https://pickyassist.com/app/downloads/Picky_WWEB.exe>&#x20;
2. Open the Settings -> Channels and choose the channel you want to connect. You will find a Device ID that needs to be copied and pasted into the application when prompted. You can follow the video instructions here <https://share.vidyard.com/watch/86x8L8N6GctEGvsh4hZENi>
3. It will take 2-3 minutes to establish the connection. After a few minutes, you can refresh the Picky Assist channel page, and it should be connected.

<mark style="color:blue;">Please note that you don't need to keep your computer open once WhatsApp Web is connected. The automation will run from our dedicated server.</mark>

<mark style="color:red;">We recommend using the WhatsApp Official Channel for stable and reliable services, as we do not offer business continuity support or guarantees for the WhatsApp Web Automation add-on.</mark><br>

If this method don't solved your issue then please send an email to <support@pickyassist.com> mentioning your registered email address and project name. <br>


# Connecting Facebook Messenger


# Introduction

## All About Facebook Messenger

1. 1.3 Billion Active User Across the World&#x20;
2. The most downloaded App in the Apple Store&#x20;
3. Messenger adds Approx 700k new users every day&#x20;
4. 85% Mobile App Users Use Facebook Messenger Daily&#x20;
5. Messenger is the the most popular messaging app in US & Canada
6. There are 300000+ Active Chatbots are use on Messenger&#x20;

### Advantages

1. Automated Communication with Smart Replies&#x20;
2. 80% more engagement chances than email or phones&#x20;
3. 70% CTR Rate than Email

### Availability & Features

Currently in beta and first released on October 30,  2019 and available to all picky assist customers without any extra charges.  You can connect Facebook Page as a new Channel with Picky Assist to Automate  Messaging and make use of picky assist core features like Smart Replies, Live Chat etc.

{% hint style="info" %}
Broadcaster & Sequence Automation will not work perfectly with Messenger due to [24 Hours Window restriction](/setting-up-guide/connecting-channels/setting-up-facebook-messenger/guidelines-and-restrictions#24-hours-window) from Messenger, however we will integrate very soon with Broadcaster & Sequence to communication within 24 hours window.
{% endhint %}

Our Facebook messenger integration is in its first phase so we dont support following features of Facebook messenger

1. Sending Quick Reply with Buttons
2. Loading 3rd party URL (Webview) inside the Messenger&#x20;
3. Sending & Receive Location (Under Integration)&#x20;

**Don’t worry in every week we release new update for Facebook Messenger and soon we will cover all the features.**


# Getting Start

Let's get started to connect facebook messenger with picky assist , before you start make sure you have followings;

1. An active facebook business page&#x20;
2. Admin privilege to access the business page&#x20;
3. Logged into Facebook Account (Optional)&#x20;

{% hint style="warning" %}
Please note this an official integration with Facebook and doesn’t required to install any mobile application in your phone, instead you need to give access to your Facebook page.
{% endhint %}

### Connecting Facebook Page

First select the project you would like to connect with facebook page , once a page is connected to a project further you will not able to connect the same page to any other projects or accounts across picky assist platform. You can remove a facebook page from a project anytime.

Navigate to **Settings -> Channels -> Facebook Messenger**&#x20;

<figure><img src="/files/7g8tnklhQcxFjzXy5rJT" alt=""><figcaption></figcaption></figure>

Click on the **Messenger** Icon and a popup window will load as shown below;

<figure><img src="/files/7lM6oHFEblLsjbACeWHo" alt=""><figcaption></figcaption></figure>

Accept all terms of services and agreements then click on **“Sign In To  Facebook”** and it will open another popup as shown below;

### Logging Into Facebook Account

![](/files/-LsRvFq6Jnyok_l8dv7V)

If you are already logged in then you will see the above page else you will be asked to login into your Facebook account.

### Selecting Page

Select the Page you would like to connect , please note at a time we will able to connect only one page to a project even if you select multiple pages here, at the end of this process we will ask to select the page you would like to connect to the project , **so its best to select only one page you wanted to connect.**

![](/files/-LsRveNUtBuR6H3OsVND)

Select the Page your want to connect and Click on **"Next"**&#x20;

### Giving Permissions to Read & Write Messages

Give all the required permissions for the picky assist app, if you revoked any permission then the integration may not work as it should be;&#x20;

![](/files/-LsRw2dJj7TOT9XafaLH)

### Sucess Confirmation

Once the page linking is Sucess you will be redirected back from Facebook  to Picky Assist Site&#x20;

![](/files/-LsRwWjGUL6QqnXjfWdf)

Tap **"OK"** to Complete the Linking and it will redirect to Picky Assist Page&#x20;

### Selecting Facebook Page&#x20;

If you authorised multiple pages then select the page from the drop down and click  "**Subscribe**"&#x20;

![](/files/-LsRwvcDl2GKYMkbv14N)

{% hint style="success" %}

### We have Successfully Connected A Facebook Page With Picky Assist&#x20;

{% endhint %}

## Basic Configurations&#x20;

Now let's configure basic settings to ensure good user experience when they interact with your bot;&#x20;

![](/files/-LsS7k6iIozUXgRVpGua)

### Greeting Text

This message will be shown to the users before they start interacting with your messenger bot. Greeting Text helps you to win the confidence of the user and tell about what they can expect through the chat session.

The Greeting Text uploaded by you will display Only to First Time Users who never interacted with your bot and it look like as below , maximum 160 characters are supported including emojis.

![](/files/-LsS80KV45N2VknVo8E-)

### Welcome Text

This message will shown to the user after they subscribed to your messenger bot , you can give a welcome message which prompts the users to reply to the welcome message like **“Hello ! Welcome to Our Store, How May I Help You Today ? “**

{% hint style="success" %}
Once a user clicked on **“Get Started”** they becomes your **“Subscriber”**&#x20;
{% endhint %}

### Persistent Menu or Bot Menu

This menu will appear bottom of the chat window. Currently, we allow upto 3 Menu to be added, please configure reply and action accordingly in the Smart Replies. **Menu update will take some time to reflect for all Users.**

![](/files/-LsS8PYFAfkVCzMUD-Ah)

### Configuring Persistent Menu

You can set 2 actions when a user clicks on the menu&#x20;

![](/files/-LsS8s0C2nh2nOpl5pbz)

You can specify name of the Menu and insert emoji's as well , then can select the action need to be taken when user clicks on the menu ;

**Smart Reply :** This will trigger the smart reply, so if you set Smart Reply as action then please add the question and answer with the same keyword you set as menu name like if you set "**Human Assistance"** as menu name make sure you have added "Human Assistance" in your smart reply along with a reply in order to engage the user.

**Open URL :** This will redirect the user into any webpages, you can redirect users to a specific page like Offer Page, Login Page etc&#x20;

{% hint style="success" %}

### Now we have successfully  completed the Facebook Messenger Integration with Picky Assist&#x20;

{% endhint %}


# Guidelines & Compliances

When you work with facebook messenger  please be aware about the few compliances to be followed in order to avoid getting blocked by facebook.

### Opt-In

As per facebook OPT-IN policy a user must start the conversation in any of the following ways;

1. From your page **"Message"** button
2. By sharing the messenger shorten link i.e **m.me/\<yourpage>**  and when user clicks it opens the messenger app
3. Integrating Messenger plugin into your website / blog&#x20;

### 24 Hours Window&#x20;

You have 24 hours to respond to a user through messenger once they wrote you i.e after 24 hours you could not able to contact them until they send you another message.&#x20;

{% hint style="success" %}
Every time users sends a message to your bot or clicks your bot url i.e **m.me/\<yourpage>**  the 24 hours window will get reset.
{% endhint %}

###

### Available Options to Send Messages After 24 Hour Window

Here is an overview of facebook standard messaging, message tag, and subscription messaging policies that will apply starting January 15, 2020

Details Extracted from Facebook [Platform Polices Document ](https://developers.facebook.com/docs/messenger-platform/policy/policy-overview)

* **Standard Messaging** - Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content. We know people expect businesses to respond quickly, and businesses that respond to users in a timely manner achieve better outcomes. We highly encourage businesses to respond to people’s messages as soon as possible. The +1 message that allowed businesses to send 1 additional message after the 24 hour window will no longer be available starting Jan 15, 2020. This change aligns with people’s expectations of faster responses from businesses.
* **Message Tags** - Enable businesses to send important and personally relevant 1:1 updates to users outside the 24 hour Standard messaging window. We are simplifying message tags by reducing the number of tags from 17 to 4 to support certain use cases. Businesses can start using these 4 new messaging tags right away. The new message tags include a Human Agent tag (in Closed Beta) that allow businesses to manually respond to user messages within a 7 day period. Learn more [here](https://developers.facebook.com/docs/messenger-platform/send-messages/message-tags).
* **Subscription messaging** - Only Pages that are registered with the [Facebook News Page Index (NPI)](https://www.facebook.com/help/publisher/316333835842972) will be allowed to send non-promotional subscription messages. We highly encourage relevant pages to submit their application immediately to register with the News Page Index to allow sufficient time for review and approval before the new policies go into effect.
* **Sponsored messages** - [Sponsored messages](https://developers.facebook.com/docs/messenger-platform/discovery/ads/sponsored-messages/) allow businesses to send promotional content outside the standard messaging window. Sponsored messages are subject to ads integrity controls and the auction dynamics, which work to protect the user experience and ensure the volume of promotional messages is consistent with user expectations.

### New Standard Messaging <a href="#new_standard_messaging" id="new_standard_messaging"></a>

Here is an overview of the Standard Messaging policy that will be in effect from January 15, 2020.

Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content. Users have the option to block or mute a conversation with a business at any time.

Here are examples of the user actions that open the 24 hour Standard Messaging window:

* User sends a message to the Page
* User clicks a call-to-action button like Get Started within a Messenger conversation
* User clicks on a Click-to-Messenger ad and then starts a conversation with the Page
* User starts a conversation with a Page via a plugin, such as [Send to Messenger plugin](https://developers.facebook.com/docs/messenger-platform/discovery/checkbox-plugin) or the [Checkbox plugin](https://developers.facebook.com/docs/messenger-platform/discovery/checkbox-plugin).
* User clicks on an m.me link with a ref parameter on an existing thread
* User posts or comments on a Page. See [Private Replies](https://developers.facebook.com/docs/graph-api/reference/object/private_replies)
* User reacts to a message. See [Replies and Reactions](https://developers.facebook.com/docs/messenger-platform/webhook/reply_and_reactions)

For information on how you may be able to send messages outside the 24-hour messaging window, see [Message Tags](https://developers.facebook.com/docs/messenger-platform/send-api-reference/tags/), and [Sponsored messages](https://developers.facebook.com/docs/messenger-platform/discovery/ads/sponsored-messages/).

### New Message Tags <a href="#new_message_tags" id="new_message_tags"></a>

On August 29th, 2019 we announced updates to [Message Tags](https://developers.facebook.com/docs/messenger-platform/send-messages/message-tags) on the Messenger Platform. The newly introduced tags are now available. The [current message tags](https://developers.facebook.com/docs/messenger-platform/send-messages/message-tags#current_supported_tags) will be supported until January 15, 2020.

Message tags enable sending important and personally relevant updates to users outside the 24-hour Standard messaging window, for a set of approved use cases. For complete details on allowed use cases, see the list of supported [Message Tags](https://developers.facebook.com/docs/messenger-platform/send-messages/message-tags). Use of tags outside of approved use cases may result in restrictions on your ability to send messages.

### New Subscription Messaging <a href="#new_subscription_messaging" id="new_subscription_messaging"></a>

On August 29th, 2019 we announced that, effective January 15, 2020, only Pages registered via the [News Page Index (NPI)](https://www.facebook.com/help/publisher/316333835842972) are allowed to send subscription messages.

Subscription messages allow news publishers to send regular news updates to their subscribers in Messenger. This feature is only available for registered news Pages under the [Facebook News Page Index (NPI)](https://www.facebook.com/help/publisher/316333835842972). Registered news Pages may opt in to use the subscription messaging to send messages outside the 24-hour standard messaging window in Page settings. Pages registered with the News Page Index don’t need to apply for subscription permission.

Subscription messaging apply to news content only, and must not be used for promotional content, including but not limited to subscription offers, deals, coupons, discounts or content produced by or that promotes a third party (e.g., branded content, affiliate marketing). To send subscription messages, NPI registered pages need to use the non-promotional subscription message tag. To learn more, see [subscription messaging](https://developers.facebook.com/docs/messenger-platform/policy/page-subscription-messaging).

### Sponsored Messaging <a href="#sponsored_messaging" id="sponsored_messaging"></a>

[Sponsored messages](https://developers.facebook.com/docs/messenger-platform/discovery/ads/sponsored-messages/) allow businesses to reengage with people who have an open conversation with their Page in Messenger. Sponsored messages can be sent outside the 24 hour standard messaging window and can include both promotional and non-promotional content. Sponsored messages are subject to the integrity controls and user caps, which work to protect the user experience and ensure the volume of promotional messages is consistent with user expectations. Sponsored messages are annotated in the conversation with the word 'Sponsored' above the message.

Sponsored message content must comply with all other [Messenger Platform policies](https://developers.facebook.com/policy#messengerplatform) and [Facebook advertising policies](https://www.facebook.com/policies/ads/).

For more information on sending sponsored messages, see [Sponsored messages](https://developers.facebook.com/docs/messenger-platform/discovery/ads/sponsored-messages/)


# Messenger Link

Each page will have a Messenger Link or tiny URL which helps you to include the link on a flyer, in an email, in a QR code or in an SMS message. Your Messenger link directs people to a conversation with your messenger bot

### Sample Messenger Link

{% hint style="warning" %}
<https://m.me/**yourpage-username**?**ref**=Call>
{% endhint %}

**yourpage-name** replace with your page username&#x20;

**ref** is an optional parameter and when a person clicks or scans an m.me link that contains a ref parameter and is taken into an existing conversation thread, it will now open the 24hr standard messaging window.

{% hint style="info" %}
You can set **ref=smart reply keywords** so the user get engaged with relevant messages, this is very useful for running messenger ads in facebook, sharing link with SMS & Email. This also helps you to redirect a user into correct context of a conversation.

If you are using Smart Replies then you can generate a direct URL right from Smart Replies. [Click Here for more details ](/setting-up-guide/smart-replies/train-module/direct-url)
{% endhint %}


# Connecting WhatsApp Official


# Introduction

## **WhatsApp Business Solutions Offered by Picky Assist**

Picky Assist offers 2 WhatsApp Official Solution to get started \
\
1\. WhatsApp Official Managed Services\
2\. WhatsApp Cloud API

As a business, choosing the right WhatsApp channel is essential for seamless communication and efficient operations. At Picky Assist, we offer two distinct WhatsApp services: WhatsApp Official Fully Managed Services and WhatsApp Cloud API.Both are official services provided by Meta, but each comes with its own set of features, benefits, and management options. In this article, we’ll break down the differences and similarities between the two to help you decide which is the best fit for your business.

### **1. WhatsApp Official Fully Managed Services**

[WhatsApp Official Fully Managed Services](https://pickyassist.com/en/whatsapp-business-api) is an end-to-end solution managed by [Picky Assist](https://pickyassist.com/en) on behalf of your business. This service is designed for businesses that prefer a hands-off approach, allowing us to manage everything from setup to ongoing support and billing.

#### **Key Features:**

• **Managed by Picky Assist:** We handle all aspects of the service, including setup, maintenance, and support.

• **Simplified Billing:** Businesses pay per message charges directly to Picky Assist, with an additional $19 per month for those on the Ultimate Plan.

• **Seamless Experience:** With our fully managed service, you can focus on your core business while we take care of the rest.

#### Benefits

• **Ease of Use:** No need to worry about technical details or billing complexities. We manage everything for you.

• **Dedicated Support:** Receive personalized support directly from Picky Assist whenever you need it.

• **No Direct Interaction with Meta:** We handle all interactions with Meta, simplifying your experience.

### &#x20;**2. WhatsApp Cloud API**

WhatsApp Cloud API is a partially managed service where Picky Assist manages the messaging aspects, but Meta handles billing and support directly with the business. This service provides businesses with more control and direct interaction with Meta.

#### **Key Features**

• **Partially Managed by Picky Assist:** We manage the messaging infrastructure while you handle billing directly with Meta.

• **Direct Billing with Meta:** Businesses link their credit card in Facebook Business Manager, with charges applied based on usage

• **Free for One Channel:** The service is free for one channel, with additional channels available at extra costs.

#### **Benefits**

• **Direct Meta Support:** For businesses that prefer dealing directly with Meta, this service provides direct access to their support and billing.

• **Cost-Effective:** Ideal for businesses looking to minimize additional fees, as there is no extra monthly charge beyond what Meta charges.

• **Greater Control:** Businesses have more control over their WhatsApp API integration, including direct access to Meta’s resources.

### **Similarities Between WhatsApp Official Managed Services & WhatsApp Cloud API**

• **Official WhatsApp Services:** Both services are official WhatsApp solutions provided by Meta.

• **Messaging Infrastructure:** Both services allow for the seamless sending and receiving of WhatsApp messages.

• **Integration Capabilities:** Both can be integrated with your existing CRM, support desk, or email application.

• **Security:** Both services adhere to the same security standards set by WhatsApp, ensuring the safety and privacy of your communications.

### **APIDifference Between WhatsApp Official Managed Services And WhatsApp Cloud Api**

| **Feature/Aspect**                                           | **WhatsApp Official Fully Managed Services** | **WhatsApp Cloud API**                                   |
| ------------------------------------------------------------ | -------------------------------------------- | -------------------------------------------------------- |
| <p><strong>Management</strong><br> </p>                      | Fully managed by Picky Assist                | <p><br>Partially managed by Picky Assist</p>             |
| **Billing**                                                  | <p><br>Through Picky Assist</p>              | <p><br>Directly with Meta</p>                            |
| **Support**                                                  | Provided by Picky Assist                     | <p><br>Provided by Meta</p>                              |
| <p><strong>Additional</strong><br><strong>Costs</strong></p> | $19/month on Ultimate Plan                   | Free for one channel, additional costs for more channels |
| <p><strong>Control</strong><br></p>                          | Less control, fully managed                  | More control, direct Meta interaction                    |
| **Complexity**                                               | Minimal                                      | Moderate                                                 |

## **Frequently Asked Questions (FAQs)**

### **Which service should I choose for my business?**

If you prefer a hands-off approach and want Picky Assist to manage everything for you, WhatsApp Official Fully Managed Services is ideal. If you want more control and are comfortable handling billing and support directly with Meta, WhatsApp Cloud API may be the better option.

### **What are the costs associated with each service?**

WhatsApp Official Fully Managed Services has an additional charge of **$19 per month** on the Ultimate Plan, with message charges billed through Picky Assist. WhatsApp Cloud API is free for one channel, with Meta billing you directly based on usage.

### **Can I switch between services?**

Yes, you can switch between WhatsApp Official Fully Managed Services and WhatsApp Cloud API depending on your business needs. Contact Picky Assist support to initiate the switch.

### **How do I get started with either service?**

Getting started is easy! Both services now feature embedded signup, allowing you to onboard in just 5 minutes using your Facebook account. For WhatsApp Official Fully Managed Services, ensure you have a prepaid credit in your Picky Assist Wallet.

### **Is there a difference in message quality or delivery speed between the two services?**

No, both services use the same WhatsApp messaging infrastructure, so message quality and delivery speed are identical.

## Quick Reference

| Reference                   | Link                                                                 |
| --------------------------- | -------------------------------------------------------------------- |
| Product Details             | <https://pickyassist.com/en/whatsapp-business-api>                   |
| Pricing & Plans             | <https://pickyassist.com/en/whatsapp-business-api#pricing>           |
| Pricing Calculator          | <https://pickyassist.com/en/whatsapp-business-api#calculator>        |
| Onboarding Steps & Applying | <https://pickyassist.com/blog/whatsapp-approval-process-onboarding/> |
| OPTIN Guidelines            | <https://pickyassist.com/blog/whatsapp-opt-in-guidelines/>           |
| Businesses Not Allowed      | <ttps://www.whatsapp.com/legal/commerce-policy/>                     |

&#x20;

&#x20;


# Dashboard

Once the WhatsApp Official is configured in your project you can see the dashboard which show the quick stats of your connected number, you can access this from the **`Settings -> Channels -> WhatsApp Official`** or can access the it directly via this link [https://pickyassist.com/app/channel\_status/wp\_official\_status/dashboard](https://pickyassist.com/beta/channel_status/wp_official_status/dashboard)

![](/files/AgWnvoDBM630h7kb3qB1)

### Filter&#x20;

By default the dashboard shows the current month data, you can filter the data using the Filter options, kindly note that data of this dashboard shows from March 10th 2022 onwards, you can group the data by day, week, month or year useful if you selecting a large&#x20;

![](/files/KKkzCENZJVkUBRksBR4u)

### Subscriber Quick Informations

You can see quick stats how many subscriber you have in your WhatsApp Channel, a subscriber will be added when someone sends a new message or your maually add a contact by selecting WhatsApp Official Channel as default channel for them.

![](/files/wY2N0T28pAjNly9bK5FF)

### Subscribers Statistics&#x20;

You can see day,week,month,yearly wise subscriber count as per your group condition as show below, you can also see the subscriber which are deleted by you during the period&#x20;

![](/files/Nz9GEPON7GLnIVp1qJ5g)

### Messaging Stats

Here you can see messaging stats to find how many incoming messages are coming to your number, how many messages are sent, delivered, read and failed as shown below

![](/files/HnlOueT8MIroV7GUnvYW)

### Conversation Stats

WhatsApp Official is billed as per the conversation, this stats helps you to understand the conversation in depth&#x20;

**User Initiated** means the conversation is started by the user and you have replied&#x20;

**Business initiated** means the conversation is started by business

![](/files/HggHst2NJCPlk9ZFovoF)

### Country Wise Charges

You can find out country wise charges for the user initiated and business initiated charged during the selected period, this helps you to identify messages from which country costs you more.

![](/files/G3vXO4oZGDWbWdZsG1Iu)


# Profile

Profile helps you to showcase your business informations to your customers to whom you are sending the messages, this information is public and anyone who using WhatsApp can see the informations uploaded by you in the profile

Direct URL to access profile [https://pickyassist.com/app/channel\_status/wp\_official\_status/profile](https://pickyassist.com/beta/channel_status/wp_official_status/profile)

![](/files/tj9GUQvyCXU7zOIh2XBG)

**Profile Picture maximum size is 5 MB**&#x20;


# Templates

WhatsApp Templates guide

WhatsApp templates are predefined message formats that allow businesses to send automated messages to customers via the WhatsApp messaging platform. These templates can be used to send notifications, alerts, and other types of messages. They are designed to be highly customizable and can be personalized with dynamic fields such as customer name and order details. The use of templates ensures that messages are consistent, and compliant with WhatsApp's policies, and helps businesses save time and resources in crafting messages.

{% embed url="<https://www.youtube.com/watch?t=&v=wh6Y_UIWW6k>" %}

{% hint style="success" %}
Templates help you to start a conversation with customers who never wrote you or when the contact 24-hour conversation session is expired.
{% endhint %}

All templates must be approved by WhatsApp before use, it may take up to 72 working hours to approve a template by WhatsApp so please plan your campaigns accordingly.&#x20;

<mark style="color:red;">**Picky Assist doesn't have any roles in approving or rejecting WhatsApp templates**</mark>&#x20;

{% hint style="danger" %}
You will be billed for sending Template messages as per the country you are sending the message. [View Country Wise Pricing ](https://pickyassist.com/en/whatsapp-business-api#calculator)and for WhatsApp Cloud API you need to link a Credit card with Facebook Business Manager. [Read More](https://www.facebook.com/business/help/488291839463771) and those who are using our fully managed WhatsApp official service must have enough credit in Wallet to send template messages
{% endhint %}

### Types of Templates&#x20;

There are mainly 3 types of Templates users can select  according to their requirements

**1, Text Template:** This template allows businesses to send simple text messages to customers,            such as appointment reminders, order confirmations, and delivery updates. It Supports emojis, and special characters and can contain up to 1024 characters

For Example : Hello {{name}} , Your Order has been successfully placed.(see the picture below)

<figure><img src="/files/amOu0JN67BjNWIAiORsU" alt=""><figcaption></figcaption></figure>

\
**2, Media Template:** This template allows businesses to send Images, Videos, Documents, and other types of media to customers, such as product catalogs, promotional videos, and event invitations.

For Example:(See the picture below)

<figure><img src="/files/vc5XYsCEI9Ius77Gc7py" alt=""><figcaption></figcaption></figure>

\
**3, Interactive Template(Interactive Buttons) :** WhatsApp Template messages support sending messages with interactive buttons such as quick replies and call-to-action buttons.&#x20;

Quick replies allow users to quickly respond to a message with a set of predefined options, while call-to-action buttons allow users to perform a specific action such as making a phone call and opening a website.

For Example: (see the picture below)

<figure><img src="/files/UjEuRJP0FHvl5iwhox45" alt=""><figcaption></figcaption></figure>

## Template Category

Template category helps WhatsApp to identify which category the template belongs to, WhatsApp classifies all the templates into 3 categories as below. You can [read](https://developers.facebook.com/docs/whatsapp/updates-to-pricing/new-template-guidelines) the complete guidelines on WhatsApp&#x20;

1. [Utility](#utility-templates)&#x20;
2. [Authentication](#authentication-templates)
3. [Marketing](#marketing-templates)

{% hint style="info" %}
Please keep in mind that when creating a template message for a particular category, it is essential to ensure that the message context is relevant to the category you have selected.
{% endhint %}

### Utility templates

Utility templates relate to a specific, agreed-upon transaction and accomplish one of the following: Confirm, suspend, or change a transaction or subscription.

Any template that has a mix of utility and marketing content will be classified as a marketing template.

| Definition                                     | Examples                                                                                                                                                                                                                                                                                                                                                                                                                       |
| ---------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Confirm or suspend** an existing transaction | <ul><li>"Your order #0021 is confirmed"</li><li>"Thank you for your reservation! See you next week"</li><li>"Your payment was received! We hope you enjoy the concert!"</li><li>"Your consultation is complete, and your prescription is attached below"</li><li>"Thank you for visiting the doctor, here is your treatment plan"</li><li>"Your order has been canceled; your refund will be processed in 7-10 days"</li></ul> |
| **Change or update** a transaction             | <ul><li>"You have successfully checked in! Here’s your boarding pass for your flight"</li><li>"Your order has shipped! It will be delivered on Friday"</li><li>"Reminder: Your appointment is at 1pm on Tuesday"</li><li>"Your password was changed"</li><li>"Your profile was updated"</li></ul>                                                                                                                              |
| **Account, billing, or payment notification**  | <ul><li>"Here is the monthly statement you requested"</li><li>"Your payment failed, click here to retry"</li><li>"Your payment was accepted” / "Your payment failed"</li><li>Reminder: your payment is due on Tuesday"</li><li>"Here is your low-balance warning for account ending in -XXXX"</li><li>"Your pre-paid balance is low; click here to top up"</li></ul>                                                           |

Note: Examples are illustrative only, templates containing similar content or content including this example text may be categorized differently based on their exact content.

#### Message validity period

The message validity period sets the time within which a template message must reach the customer's WhatsApp. If delivery does not occur within this specified period, the message expires. You can set a validity period from a minimum of 1 minute up to a maximum of 60 minutes, ensuring the message is delivered within this timeframe or it will expire. If you enable the message validity period but do not specify a timeframe, the default 30-day WhatsApp validity period applies. Undelivered messages that expire within this period result in a refund of the charges, preventing unnecessary costs for undelivered messages.

<figure><img src="/files/X2ZbaMWE1nDZGkP9cpQk" alt=""><figcaption></figcaption></figure>

Imagine your business wants to send a "Limited Time Offer" message to customers on WhatsApp, providing a special discount that expires in one hour. To ensure the message reaches customers in time for them to take advantage of the offer, you set a template message with a validity period of 15 minutes. Once the message is sent, if a customer doesn’t receive it within the specified 15 minutes perhaps because they are offline - the message expires. This expiration prevents unnecessary charges for undelivered messages. If the message is delivered and read within the validity period, however, the customer will have enough time to view the offer and act on it before it expires. This feature ensures that time-sensitive promotions are effectively communicated to customers and helps you avoid charges for messages that do not reach their recipients within the validity period.

**Refunding for Expired Utility Templates**

If a utility template with a validity period is not delivered within that timeframe, the charges deducted for the message will be refunded automatically within 2 hours of sending. This can be verified in the Broadcaster report. When sending a template to a contact without an active session or contacting them for the first time, a charge is applied. This charge can also be viewed in the Broadcaster report, as illustrated in the image below.

<figure><img src="/files/kpVvFDu48eVwQLTrhxSf" alt=""><figcaption></figcaption></figure>

The above image shows the Broadcaster report after sending a utility template message with a validity period. The message status is marked as "Submitted" because it has not yet been delivered to the customer's WhatsApp, and a charge was deducted for sending the template. If the message is not delivered within the validity period, the status will change to "Failed" after 2 hours, and the Charges field will show zero, indicating that the deducted amount has been refunded. Additionally, the error message "Message Validity Expired" will be displayed, as shown in the image below.

<figure><img src="/files/8pWQ2dSVRQlaolyQYTKO" alt=""><figcaption></figcaption></figure>

### Authentication templates <a href="#authentication-templates" id="authentication-templates"></a>

These requirements will apply to authentication templates starting May 29, 2023.

Authentication templates enable businesses to authenticate users with one-time passcodes (usually 4-8 digit alphanumeric codes), potentially at multiple steps in the login process (e.g., account verification, account recovery, integrity challenges).

Authentication templates are our most restricted. Businesses must use WhatsApp’s preset authentication message templates, which include optional add-ons like security disclaimers and expiry warnings. In addition, authentication templates must configure a [one-time password button](https://developers.facebook.com/docs/whatsapp/business-management-api/authentication-templates) (copy code or one-tap).

URLs, media, and emojis are not allowed for authentication template content or parameters. Additional length restrictions of 15 characters also apply to parameters.

| Definition                                 | Examples                                                                                                                                                                                                               |
| ------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Provide an authentication code to the user | <ul><li>"{{1}} is your verification code."</li><li>"{{1}} is your verification code. For your security, do not share this code."</li><li>"{{1}} is your verification code. This code expires in 15 minutes."</li></ul> |

### Marketing templates <a href="#marketing-templates" id="marketing-templates"></a>

Marketing templates are our most flexible – they do not relate to a specific, agreed-upon transaction and instead may relate to the business and/or its products/services. These templates may include promotions or offers; welcoming / closing messages; updates, invitations or recommendations; or requests to respond or complete a new transaction.

Any template that has a mix of utility and marketing content will be classified as a marketing template.

| Definition                                                | Examples                                                                                                                                                                                                                                                                                                                                                                                           |
| --------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Promotions or offers**                                  | <ul><li>"If you buy 2 or more coffees, you’ll get $5 off!"</li><li>"Thanks for your order! Use code SAVE20 for 20% off your next order!</li><li>"Your pre-paid balance is low; click here to top up! Get a 10% bonus with code EXTRA10"</li><li>"Hey members join us tonight for this event"</li></ul>                                                                                             |
| **Welcoming or closing messages**                         | <ul><li>"This is Vinny’s Bakery and we are now on WhatsApp!"</li><li>"Hello, welcome to our profile on WhatsApp!"</li><li>"I'm sorry for the delay, my name is XX, how can I help you?"</li><li>"Thank you, have a good day"</li><li>"Thank you for visiting our store, we really appreciate your visit."</li><li>"A question for you - how much time are you spending doing your hair?"</li></ul> |
| **Updates, invitations, newsletters, or recommendations** | <ul><li>"Our store has moved. Come and check us out!"</li><li>"We will be closed next Monday for the holiday"</li><li>"Good news! The product you saved is back in stock."</li><li>"Join us for our upcoming holiday gala!"</li><li>"Here are this month’s coupons – happy shopping!"</li><li>"We think you will love this – check out our new ice cream flavor"</li></ul>                         |
| **Requests to respond or complete a new transaction**     | <ul><li>"Thank you for your order. We’d love your feedback. Please click here."</li><li>"Forgot something? We kept your items, click to check out"</li><li>"Your application is waiting for you. Click here to complete"</li><li>"You missed your recent appointment, tap here to rebook."</li></ul>                                                                                               |

{% hint style="warning" %}
Note: Examples are illustrative only, templates containing similar content or content including this example text may be categorized differently based on their exact content.
{% endhint %}

### Template Name

When naming a template, it is important to ensure that the name is clear, descriptive, and easy to understand.

Please make sure the template name contains only lowercase alphanumeric characters and underscores ( \_ ).

No other characters or white space are allowed.

For Example Instead of Using templates\_123 , Use refurbished\_car\_2023

### Dynamic Variable &#x20;

Dynamic variables are an essential feature of message templates as they allow for the passing of dynamic content to the message. When requesting a message template, you can specify the dynamic variables by using placeholders such as {{1}}, {{2}}, {{3}}, and so on. These placeholders can be used to pass specific data values, such as a user's name, a date, a location, or any other relevant information.

{% hint style="success" %}
For Example,&#x20;

Hello {{1}} You recently requested to change your password. Please use the OTP code {{2}} to complete the process.

In the above template, you can replace {{1}} and {{2}} with your own value when sending a Template message.
{% endhint %}

### Limited-time offer templates

An **LTO (Limited-Time Offer) template** lets you promote special deals/offers that are available for a short period by adding expiration dates and countdown timers directly into the messages. These templates are specifically designed to encourage customers to respond quickly to exclusive offers. LTO templates are ideal for flash sales, special discounts, or promotions available for a limited time.

Imagine you run an online beauty store and want to attract new customers. You create an LTO template offering 15% Off for first buy which is valid for 48 hours after they sign up for your newsletter. The template features an image of your top-selling skincare product, with the Offer text *“*&#x31;5% Off !*”* and a countdown timer. Customers receive the whatsapp message with a unique code, WELCOME15, to use at checkout, along with a *“*&#x53;hop No&#x77;*”* button that links directly to your product page. The urgency of the countdown timer encourages them to act quickly and make their first purchase, turning new subscribers into paying customers.

\
**This template message includes:-**

* Media Header (optional) where you can add image or video for your messages .
* Limited-time offer text, an optional expiration timer for the offer message.
* Expiration Timer: The expiration timer provides a real-time countdown of the remaining time for the offer. Once the time runs out, the display will change to “Offer Ended,” and the option to copy the offer code will be disabled.&#x20;
* Offer code - A unique code customers can use to redeem the offer.
* Call to action button, which when clicked  directs customers to a specific URL where they can redeem the offer.(See the below picture)

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdOoWjWuNLV_kLXD86CeD9uPkrYpIBRNCNWEeYhhJH7-Tg0L4d0sWRg3wPAfDN-qt46f8-r6yBJB9S5rXiMPaP60-UfhALLvcbsROfhQj8dYmpHN48qpXutx162e1P3Xwygm_9lRA?key=yKEnEPpbvxjGnVXJmWg5Hlnd" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**NOTE :**&#x20;

Only templates categorized as **Marketing** support **LTO (Limited-Time Offer) templates.**

[**Click here to read more about LTO templates**.](https://developers.facebook.com/docs/whatsapp/business-management-api/message-templates/limited-time-offer-templates/)
{% endhint %}

**Creating LTO Templates**

In the **Marketing type templates**, select **LTO (Limited-Time Offer)** from the "Select Template Type" dropdown.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeVhTGfUgnNeINrUj7A-00pUc5kjy7B5xrxOI3pYlymov42kTI8jWMIbYxHZSIi4IGU48xmoUB5hNOr16Y-LcY9WwAydYociVqsQMNRLSfdSbUVaVUjaUosH8sdqS5mlZFf_xJ3OOO6SQSb4X7_19wjLCg?key=yKEnEPpbvxjGnVXJmWg5Hlnd" alt=""><figcaption></figcaption></figure>

Enter the body text to include the template message content and enter limited-time offer text that highlights the offer name. **Limited time offer text is mandatory for LTO templates.**<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd8F9qxc5tpZz4kK0b0EoLCYN_Gg3veEOCZTZur_M2dCbTU_YQEndtXOlGJ6v9Zymck_-9G7bESBHCM2UKOa5cLgRXMHAgyE1WKQRFqWO6rrhdzHffMlccrvDAjF1HmvRkrhSui?key=73fUKsak-yfS0Ll_4QIakCcn" alt=""><figcaption></figcaption></figure>

### Expiration Timer and Coupon Code

For example, consider that you are running an online store for mobile phone cases and want to offer a limited-time discount to customers. After the specified time, the offer will no longer be applicable. To inform customers, you send template messages, including an offer code they can use to redeem the discount.

In this case, you can use **LTO templates** to notify customers about the offer. With the help of an **Expiration Timer** and a **Copy Code button** in the LTO templates, you can set the expiration time and include the offer code within the template message. This allows customers to easily copy the offer code and redeem the discount within the valid period.&#x20;

Once the offer expires (based on the time set in the **Expiration Timer**), the template message will automatically display an **"Offer Ended"** notification within the template message itself, and the **Copy Code button** will no longer be visible. (See the below picture)

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcpFOrBAioW49joYuwVC7nibdY2szZ6H98OxFB-rD3XUAzqY_-3PfbbgeYJclHbvKmbQQT6Bd9FIFftk6igXMYmni7qDj-AHXbAMgkvaO4_O3i6ApQmY8wMydnN4ZTJ-s7VjmbuvA?key=XQ9g3xmYh0H-zdV1wueqgcsr" alt=""><figcaption></figcaption></figure>

#### Setting the Expiration Timer and Coupon Code

To set the expiration time and to copy the offer code, enable the expiration timer and copy code button. (see the below picture)

**Expiration Timer:** Set the expiration date and time for the offer, so customers can see when it will end.&#x20;

**Copy Code Button:** This button allows customers to copy the offer code for easy redemption.

Both options, the **Expiration Timer** and **Offer Code** , need to be entered when sending the template message.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfSx_Wl-MrVB-Z1PMmg42OsSdpOPboAAc4Ne0oa3_Md2o9_2J2MzVBvSlglcugfKtQj3tgQqUHT07MZJBzyB_mRXOYbRMXSVlazLeUnRa_m8k282mXTsFyi9q1OR5kwsu65c-YQ7A?key=73fUKsak-yfS0Ll_4QIakCcn" alt=""><figcaption></figcaption></figure>

**Call-to-action button**:-&#x20;

Only one button is supported for LTO type of template.

Enter a descriptive name for the button, such as “Redeem Now” or “Shop Offer.” Provide the URL in the **Enter Website URL** box that directs users to the offer redemption page.\
Click the “**+ Media**” button to add an image or video that represents your limited-time offer.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdbFOhdVznZcc94G8EK_ThE7U6GxR10P9dmhTQ4omRm0eB1yPcfgdOVN_xfcZZEcbdrdFO86QfNdh8B9RzwNscD-IG5G6Fgoz26Orpwoqeaus8iIBjr8zA9bVYKyKnIQWnpn3CuVA?key=73fUKsak-yfS0Ll_4QIakCcn" alt=""><figcaption></figcaption></figure>

Enter sample content for the expiration time and offer code. And also Map attributes if any for dynamic fields in the message body or button URL, ensuring personalization.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeVX2KBYevENq3m4hFD-QIZVHk2NOCwNrXS1koE3bXUF30fRX1mGF_3gDvdijLCyhfw0nwyFqveLTYnTUjGJ6BLH7XRdcYgBcjNaMNXRbsGp7JtxUUpors7_HX2x4KxVFcZD1ZZ?key=73fUKsak-yfS0Ll_4QIakCcn" alt=""><figcaption></figcaption></figure>

## Language&#x20;

When submitting a template message for approval on WhatsApp, it's important to specify the language of the template. This is because WhatsApp supports many different languages, and the approval team needs to be able to review and approve templates in the correct language.&#x20;

For multiple languages you don't need to request multiple templates, you can request multiple languages through a single template by specifying the language.

### Template Limitations

Please take a look at the Template Limitations mentioned below, as it ensures adherence to WhatsApp's guidelines and maximizes the impact of your messages.

1. **Template Editing:** Currently, it is not possible to edit an approved WhatsApp template. However, you can add new language variations to an existing template.(In case of PickyAssist)
2. **Approval Process:** All templates need to go through the approval process by WhatsApp, and we don't have control over this process.
3. **Formatting Limitations:** Dynamic variable actual message content should not include new lines, tabs, or four consecutive spaces.
4. **Character Limits:** The body of the template is limited to 1024 characters, while the header and footer are limited to 60 characters. Button text is limited to 20 characters. Only the body text supports emojis.
5. **Media Template Support:** Media templates support video, image, and document (PDF) types
6. **Footer Limitations:** The footer is fixed and cannot be dynamically customized. If a template includes a footer, it will be automatically appended to the message.

### Pre-planning

Before you begin building your templates, please get the following details ready&#x20;

1. Make sure that you have an active Whatsapp Cloud API or WhatsApp Official channel connected to your Picky Assist account.
2. Be aware of [WhatsApp Business Policy](https://www.whatsapp.com/legal/business-policy/?fbclid=IwAR2dIOtsa1R5MnAhuJ7DUdD21_rig_KwXV_YmzmI-cJFAV5a8Ljtp3S6UVI), [WhatsApp Commerce Policy](https://www.whatsapp.com/legal/commerce-policy/?fbclid=IwAR3tfuxwOZY38A769Bh8JC3QJiwvFveDxzcr_ulXw6AI25meYsThp52WM_U), [Policy Enforcement](https://developers.facebook.com/docs/whatsapp/overview/policy-enforcement/), [WhatsApp Conversation Types](https://developers.facebook.com/docs/whatsapp/conversation-types) & [Message Limitations](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines)
3. Decide what type of Template you would like to build and the main objective of your Template.

### **Sample Image with Body & Footer**

![](/files/-LwHoPjXbBOBIlDQ3oOh)

### **Sample PDF Document with Header, Body & Footer**

![](/files/-LwHrE_ellVi5qszMlMr)

## Creating New Templates <a href="#creating-new-templates" id="creating-new-templates"></a>

Go to **`Settings -> Channels -> WhatsApp Official / WhatsApp Cloud API`** ​ then Click on **" Template"** from the left side menu as shown below;

<figure><img src="/files/R8PcY2BMg9v4DqP4peXo" alt=""><figcaption></figcaption></figure>

**Then click on the "Add Template" button in the right side top as shown below;**

<figure><img src="/files/A733kZk4OEgaFj1Hzau2" alt=""><figcaption></figcaption></figure>

**A popup will appear on the screen as shown below;**

<figure><img src="/files/9YADbxAdrQULgTTpFNGQ" alt=""><figcaption></figcaption></figure>

### Requesting Text Templates

A text template can be requested with or without header and footer

![](/files/3xPhpv8ilRYf7ChwHhSk)

### Requesting Media Templates&#x20;

You can request media templates, currently video,image and document (pdf) is supported through media templates.

#### Click on **"+Media"** button as shown below&#x20;

![](/files/NMDjqToPOv2hrDT5u7Ns)

#### Select the Media Type

Please select the media type, only image,video and document (pdf) is supported as shown below;

![](/files/C8Xc6HKEst2BdoTiPhN6)

#### Sample Media File

To expedite the approval process of your WhatsApp templates, it is highly recommended to upload a sample media file directly or provide a downloadable link. This will allow WhatsApp to review and approve your templates more efficiently. Uploading a sample media file is preferable for speedy approval.

![](/files/gM5pQD6f3gWK9st38jkl)

### Requesting Interactive Templates&#x20;

There are 2 type of Interactive templates supported by WhatsApp

**1 Quick Replies** which helps you to give upto 3 options for the customers to choose like Yes, No, Maybe, there is no option to pass these values dynamically you have to define the value while requesting the template

**2. Call to Action** there are 2 types of Call to Action supported by WhatsApp in Templates, you can request both the Call to Action buttons in a template or separately &#x20;

1. **Open Website :** Allow customers to open a website like order tracking, meeting links etc, you can pass the website link dynamically&#x20;
2. **Call Number :** Allow customers to quickly dial a number when this button is pressed it takes the customer to the phone dial pad along with the number passed by you, you don't have the option to pass the number dynamically so you have to provide the number to be dialed while requesting template

{% hint style="info" %}
You can't combine Quick Replies & Call to Action buttons in a single template
{% endhint %}

#### Click on +Buttons to add Interactive Template

![](/files/d0f4zzHBbQ5KG9X9gvba)

#### Select the Interactive Template Type from the Drop Down as shown below

![](/files/IiLavLHJWBCBwQg8voM7)

#### Call to Action - Visit Website&#x20;

Please mention the Button name & Website, if you want to pass any dynamic value for the website url then please use {{1}} add the value as shown below;

![](/files/arJIinUR76NZEXs06frw)

#### Call to Action - Call Phone Number

You need to mention the button name and number to be dialed as shown below

![](/files/NxbyuAt1p8HrNsfsTyMj)

## Checking Template Approval Status

Once the template is submitted successfully,You will able to see the status of the templates as shown below&#x20;

{% hint style="info" %}
If you are using WhatsApp Cloud API and you have received email from WhatsApp that template is approved but status here not showing as approved then this could be the permission issue to the Webhook, so in this case you can click on "Sycn with WhatsApp Account" to sync the templates.
{% endhint %}

<figure><img src="/files/9GcTbs8cyD5kdV5D2Pth" alt=""><figcaption></figcaption></figure>

## Sync With Whatsapp Account

You can synchronize templates from Meta Platform with your account by clicking on the "Sync With WhatsApp Account '' button as shown below

<figure><img src="/files/kZcQhfPMM9q6vClnrTkv" alt=""><figcaption></figcaption></figure>

## Template Logs

Logs helps you to find the reason if the templates are getting rejects or you are getting any error while you trying to submit a template, you can refer the Logs to find more reasons as shown below;

<figure><img src="/files/8NZ6ctvGmgvkH7cX9cWv" alt=""><figcaption></figcaption></figure>


# Connecting WhatsApp Cloud API

{% hint style="danger" %}
We have enabled embedded signup for both WhatsApp Fully Managed & WhatsApp Cloud API from June 2024 onwards so you do not need to create any app on your Facebook Account, you can complete the onboarding in just 5 minutes through our embedded signup directly using your Facebook account. <br>
---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

## Please go to Picky Assist Channel [https://pickyassist.com/app/settings/channels](https://pickyassist.com/alpha/settings/channels) and  choose the solution you prefer to connect and complete the on-screen onboarding process

## If you are using WhatsApp Web Automation then please refer to our [Migration Guide](/setting-up-guide/connecting-channels/whatsapp-web-automation-to-official-api-migration-guide-2024) here&#x20;

{% endhint %}

WhatsApp Cloud API allows you to connect your existing WhatsApp approved number configured in your Facebook business manager with Picky Assist as a Channel and further you will able to make use of the entire Picky Assist product & services with your WhatsApp number

If your business is not yet using WhatsApp Cloud API then don't worry you can watch and follow the steps mentioned in the below video, it will take only 10-15 minutes to complete the process.&#x20;

{% embed url="<https://youtu.be/R82EiGfLT-I>" %}

## Pre-requisite&#x20;

Make sure you are ready with the below things handy before getting started&#x20;

1. You must be logged into your personal Facebook account
2. If you don't have an account with Facebook Business Manager you must create one for free (see the above video for the step-by-step instructions)
3. You should have a business email, WhatsApp doesn't accept gmail.hotmail and personal email address so make sure you have a business email like <yourname@yourcompany.com>&#x20;
4. A mobile/landline number that you would like to use with WhatsApp Cloud API, if you would like to use your existing WhatsApp business or personal number then you must first delete the number from WhatsApp from the WhatsApp mobile app.
5. WhatsApp may ask you to upload your company address proof and similar documents as part of business verifications,  so please keep this handy you will able to send high volume of messages only after your company documents are verified by the WhatsApp.

## Messaging Limitations & Policies by WhatsApp

Make sure you are aware of the below messaging imitations and policies of WhatsApp while using WhatsApp Cloud API&#x20;

1. Without business verification, you will not able to request WhatsApp templates
2. Unverified businesses are limited to 50 business-initiated conversations in a rolling 24-hour period.
3. Verified businesses are limited to sending 1000 business-initiated conversations in a rolling 24 hours period and you must keep sending this to increase this limit to 10k then 100k and thereafter Unlimited, [read more on message limitations ](https://developers.facebook.com/docs/whatsapp/messaging-limits#messaging)
4. You must have a valid Opt-in to send messages to a WhatsApp contact&#x20;

## Message Pricing&#x20;

Connecting one WhatsApp Cloud API number is free with any of the Picky Assist, WhatsApp also offers 1000 free monthly conversations to any country for each Facebook business manager (shared with all your number) after the free limit you must link your credit card to your Facebook business manager to send messages

[Refer to Conversation-Based Billing ](https://developers.facebook.com/docs/whatsapp/pricing)

[Add a Credit Card to Your WhatsApp Business Platform Account](https://www.facebook.com/business/help/488291839463771)

{% hint style="info" %}
If you wish to connect more than one WhatsApp number to your Picky Assist account then you must opt for "Ultimate Plan" and each number cost you $24 per month
{% endhint %}


# WhatsApp Official Managed Service

## Introduction

Picky Assist offers a fully managed WhatsApp solution designed to streamline your communication processes. This service includes direct support and billing management to ensure a seamless experience. With Picky Assist, you can efficiently send messages, manage interactions, and utilize the full range of WhatsApp features tailored to your business needs.

{% hint style="info" %}
**We have enabled embedded signup for both WhatsApp Fully Managed & WhatsApp Cloud API from June 2024 onwards so you do not need to create any app on your Facebook Account, you can complete the onboarding in just 5 minutes through our embedded signup directly using your Facebook account.**
{% endhint %}

## Step-by-Step Video Guide

{% embed url="<https://youtu.be/H0Flfzh8WCg>" %}

## Prerequisites

Before you start using the WhatsApp Official Managed Service through Picky Assist, please ensure you meet the following requirements:

* You must have an active Facebook account. This account is necessary for managing your WhatsApp Business setup and integration.
* You should have a mobile number that is not currently registered with WhatsApp. This number will be used for your WhatsApp Business account
* To send more than 250 template messages, WhatsApp requires your business to be verified. This involves uploading specific business documents for verification. Ensure you have these documents ready for submission.

## Connecting WhatsApp Official Managed Service

To connect the WhatsApp Official Managed Service, follow these steps:

1. Go to **Settings** and select **Channels**.
2. Click the **Connect** button for **WhatsApp Official Managed Service**.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfbWIiOStpP2wnIK3k0lE4fRYoKi8CX5zi93bZ22xkQHrgJvZj894RNp-XyNYWkdxVKNuOGROPaJij0PTsNiLiB5Oh8-dU2xWK0sEj7wgVEy-Q5WmYYSRhAtlMAGkfbYi-MXt0ZS5Iy07ROXcQTWhsku77Q?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

3. An instruction pop-up will appear with detailed guidelines. Review the instructions thoroughly and then click the **Proceed Payment** button.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeFNl1YhpfkLfXJLffrWT_lMJUhTwzNSZ-FSJLa8lt3jF68NxoaEsrnN5q4J_HfX1t-S9OpZXNgTTgo51iZA2-e0rsBSjdHryVOB1VqHwKvqCe8uxkNqsMb9BymNrrmElY1ffVDjHKpLAGc1YAccKk5-Uo_?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

4\. Once the payment is completed, an embedded pop-up will appear. Follow the link provided to complete the onboarding process.<https://developers.facebook.com/docs/whatsapp/embedded-signup#the-new-embedded-signup-flow>

5\. After completion, you will see "**Activation Progress**" status  next to the WhatsApp Official Managed Service channel.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeDENhml3KsMBi3KL7r6H2k7HxsX6nFpNfWPFSpjKQ2VGBjcIg2Ii37o3l3RV9jWjLiFfpy1xtoSrXmvCqay7-MT6ad-99nNX4WxBDQWzy690KohM8VU4Gucc-JeUoYnUAegoJGniRjzL70c9Tk1NYTq4w?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Allow 5 to 10 minutes for the connection to be fully established.**
{% endhint %}

### Dashboard

Once you've configured the WhatsApp Official Managed Service in your project, you'll be able to access the channel dashboard that displays key statistics for your connected number.  [Read more](https://help.pickyassist.com/setting-up-guide/connecting-channels/connecting-whatsapp-official/dashboard)

Below is a picture of the dashboard, which provides an overview of the key statistics for your connected WhatsApp number.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcSaGeaUhgJMa9kurIIdH1vlsCoVgf1L1YNIsFwIT1XNbTTxUOeszau04I-i5UbGQT8VdcSCAD6m2objvSZq84nyxSNMQueg9_8XVAdMzDxCofc4yjWH55DCryq40FaoZHRgrzPADv589rGWMg5QB_vfTY?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

**Filter**

You can filter and group the data using the Filter options to narrow down results according to specific criteria, helping you view and analyze the information more effectively.[ Read more](https://help.pickyassist.com/setting-up-guide/connecting-channels/connecting-whatsapp-official/dashboard#filter)

**Subscribers**

This gives you the statistics on the number of subscribers in your WhatsApp official managed service Channel. [Read more](https://help.pickyassist.com/setting-up-guide/connecting-channels/connecting-whatsapp-official/dashboard#subscriber-quick-informations)

See the below picture

<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdY2lPh7jM_HCIBySlpiwcFUJfoFbIVZQUxsv69MIOBVNPHvwIe0dwxOiP5lWDQph9Ztgil3mt_a_7AYB19tfzddd_j-I9_0HeWM-Tm_NaS_zNMnNm7m-xaOSUUE70FpC8gN8Y_W7SRcuy2ZRwEYTZvOOE?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

**Free Conversation**

Each WhatsApp Business Account gets 1,000 free [service conversations](https://developers.facebook.com/docs/whatsapp/pricing/#conversation-categories) each month across all of its business phone numbers. This number is refreshed at the beginning of each month, based on WhatsApp Business Account time zone.For each first interaction, whether initiated by the user or the business, one free conversation is deducted.&#x20;

The sats can be viewed here like free conversation 1000, under used the count   will get updated as per the conversation initiated , balance available count can be seen under available stats tab.

In this section, you can view stats related to free conversations. The "Free" count displays the total available free conversations, which is 1,000. The "Used" count updates based on the number of conversations initiated. To check the remaining balance, refer to the "Available" box.

See the below picture:

<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeQTNUmdfhWqPPIIBGegUjWf8FWPrqxdWYXz6qDXcyI_fgEn8qeKQxzJQu7-5qYEhs4gWhcndwF5wDH2Qbf_QSipgIWBz4TKTeqruESpBsUe87sYbP-wuRZOmCZxoNsCqBEstZA-vc4wwPKCxa1Q63Lz_W2?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

**Subscribers Statistics and Messages**

In Subscribers Statistics, you can view subscriber counts by day, week, month, and year, including any deleted subscribers. [Read more](https://help.pickyassist.com/setting-up-guide/connecting-channels/connecting-whatsapp-official/dashboard#subscribers-statistics)

Messaging Stats shows the total incoming messages and the counts for messages sent, delivered, read, and failed.[Read more](https://help.pickyassist.com/setting-up-guide/connecting-channels/connecting-whatsapp-official/dashboard#messaging-stats)

**Conversations**

The Conversation Stats section provides details on the number of messages and the corresponding charges for each day. Charges are applied based on Meta's pricing structure and are categorized into utility, marketing, authentication, and service conversations. The stats display the total message count and the amount deducted for each category daily.&#x20;

[Click here to view meta charges](https://docs.google.com/spreadsheets/d/1pcuwqWDNqQZ0UVdrwgASINaRrFq46qy3Pm4RsqQC_WE/edit?gid=0#gid=0)

Please see the below picture<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeRc7wtKA_IGq0bYNKk06EPXpk5CmHNRkTg94t3jAutM4hi415egwCnQ9eb4ZJoIkiT-km3IvBebnMBFugxzcr2fxehyuhhQTU9rljzpcqUl8jYCiPQBZF3eN_xm0I8xaAuhoLdRHjAxrUk80IDKxCSUnM?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

**Country wise charges**\
The Country-Wise Charges Stats section displays the total charges applied under each category—utility, marketing, authentication, and service—for each country. This breakdown allows you to see the amount deducted in each category per country.

See the below picture

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfaY2AFRQEf9YFGuq6ixAhE3Hc4qVhLJuFDYSRQQO0uJIUgTC87lPhz3JxeCbtKCQxXVaQwIsy_22O12lZYiClP21NE5jMp36yWYq0XzmgWGh9Rv8_R2e0_yj67bEC9VwBkrzlnmVJKlsHimD6Jh8IkUk0t?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

### Profile

The Profile section allows you to view and manage the details associated with that channel. This information is public and visible to anyone using WhatsApp. This typically includes information such as the About, address, description, industry, email and website. You can also update or edit these details as needed to ensure they align with your business requirements.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcQRDLbYrKckyWSrPyDtYDrKbP6BxbuGF6B5ZRDFWO6gFHFwwnPYMEKrQXQw0iF6fvbeM3s43RekLXVAmncbWeZx3tzmS06KKXHgdjCAU7rfdM_7TbRuKKTrehjXk9ZAcUEOA2ttqO0o4ysuyJAC0vnyIJu?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

### Settings

Settings menu gives the connection details of the WhatsApp official managed channel.

Once the channel is successfully connected with the Picky Assist Project you will able to see the settings menu as shown below ;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfFLGjtap9R-VrHVpetd5fYz9_M4i8NUG8A6xTJyWOCuLJXy3WJnEZA4uMiZchp6qym42zyUhPNM_oPk3cS2p6GTXSUPXJQohh1mkJA4MXEiQcD3peGK5WbA9DPdOlNnaV78UOwMdK2PYoH3NlBJXGRCnr0?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

Here we can see the connected WhatsApp number and the connection status of the number with your automation server,

Shows the WhatsApp Business Account ID (WABA ID) and phone number ID you are connected to Picky Assist.

Template tier shows the number of conversation you can have&#x20;

Channel connected date and expiration date.

**Customization**

You can change the channel name, description, and icon as well. You can choose the attractive channel icons from the given channel icon list or from the font awesome icons.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfvDhOFHjEjMMXzapjciLmkAgAPbmP4YYH_Gl-IY8kg_Nrh4BBdEdaNFohGpxylIeF29fxRNJ_xLAAQ7xe3TrG1krN8T_44D5BBlRPPU0iYC8lUfx1n89ihnVfJqMMHRgpS33bfL-k6eMuXxhcsgTEcU2a9?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

### **Trigger Chatbot**

The **Trigger Chatbot** feature allows you to automate interactions by engaging a [chatbot ](https://help.pickyassist.com/setting-up-guide/setting-up-flow-builder/guide-to-building-an-effective-chatbot-must-read)when a contact sends their first message to your connected channel. This ensures a timely and consistent response, improving customer experience and reducing response times, particularly for new users.

By activating the Trigger Chatbot option, you can enhance your contact’s experience and ensure no messages are missed.

For example, an insurance company uses the Trigger Chatbot to qualify leads. When a potential customer inquires about insurance options for the first time through live chat/whatsapp, the [chatbot](https://help.pickyassist.com/setting-up-guide/setting-up-flow-builder/guide-to-building-an-effective-chatbot-must-read) automatically gathers key information such as the type of insurance needed (e.g., health, auto, life), coverage preferences, and personal details like age and location. Based on the responses, the chatbot categorizes the lead and forwards qualified prospects to the sales team for personalized follow-up.

**To set up**

This feature needs to be customized for each connected channel.To set up this feature, go to "**Channels**" from the "**More** **menus**, select any connected **WhatsApp channels** (WhatsApp Official, WhatsApp Cloud API, WhatsApp Official Managed Service, Web Automation), then click on its **settings** menu. Under "**Trigger Chatbot**," choose the pre-set chatbot to trigger on the first incoming message, and click "**Save**."[To learn more about chatbot, click here.](https://help.pickyassist.com/setting-up-guide/setting-up-flow-builder/guide-to-building-an-effective-chatbot-must-read)

(See the below picture)

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdhgs4lKD_X2E4EJ9XoP0rYZH51ECwUtiUC-OzBIG1xxg8rV-PbCvXuCnFs_AxyoOUChKAr_6ymIkBy0oH25HHW6fgwqVnkejGbsGnjWbORaGkFe4RmsiCIqq5lerTH2u4wL-B_og?key=yb1x4eGY6UvKq4bPLlQWf5Jw" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**PLEASE NOTE :**&#x20;

1. **This feature will only trigger the chatbot for the very first message from a contact.**
2. **This Feature needs to be configure against respective channels which the user wants to trigger the chatbot.**
3. **Ensure that the chatbot is properly configured and linked to the selected channel to handle the messages effectively.**
4. **If** [**Smart Reply**](/setting-up-guide/smart-reply-v2) **is online and the customer's first message exactly matches a question set in Smart Reply, the Smart Reply will be triggered instead of the chatbot configured against the channel.**
5. **In case media messages are received as the first message from a contact, and a static reply for incoming media is configured in the Smart Reply Settings, the configured reply will be sent to the contact. If the static reply for incoming media is not configured, it will trigger the configured chatbot associated with the channel.**
   {% endhint %}

### Templates

WhatsApp templates are customizable, predefined messages that businesses use for automated communication, including notifications, alerts, and promotions. These templates streamline messaging, ensure policy compliance, and save time. They are categorized into three types:

**Utility:** For transactional and service-related messages.

**Authentication:** For sending one-time passwords (OTPs) or verification codes.

**Marketing:** For promotional messages and offers.

[Click here to read more about templates](https://help.pickyassist.com/setting-up-guide/connecting-channels/connecting-whatsapp-official/templates)

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc-JUm8y5jOdvDJDJ2DX8D6iycMs-BDBBQdmFYv03Np21tTqmGRx66zqmaD5R_LMRFkkFnTEPuMHfKe52-j_E6O71YcbxJz0NgIJ2A_ebledZBTV0I_sPTfmT6tHBiXwfm9iBfkGwdiR8pLEevTgSS91sz3?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

### Logs

The Logs section helps you monitor system activity by recording errors, tracking message template usage, and documenting key events.

See the blow picture:

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd_BoqHG5YfMCY7h8udq1XOTVCZNPdMKrT1LO130WGRSrSiIeol2RnlxBI6HAw_uP2sNNoOSmFyjd2jCk8NP6E2lUe45m-XMsjYvzV9GKe0dxkaC4xMmxIzjU6BCPym5IJn7MifFwBs1PXOQXQ9w7AL7TFO?key=7Xh5F8D9EBhnIoNLxsKfbQ" alt=""><figcaption></figcaption></figure>

1. **Error Logs**: Track and record any errors that occur when a template is sent within the system.
2. **Template Logs**: Document the usage and status of your WhatsApp message templates, including approvals and rejections. These logs help identify reasons for template rejections or errors during submission.
3. **Event Logs**: Capture and display various system-related events, such as disconnecting a number.

## Message Pricing

Connecting one number is free with any of the Picky Assist, WhatsApp also offers 1000 free monthly conversations to any country for each Facebook business manager (shared with all your number) after the free limit you must, sending messages requires using your Wallet Credit.

{% hint style="danger" %}
**Ensure you have sufficient credit in your Picky Assist wallet to facilitate message sending.**
{% endhint %}

Add amount to your Picky assist wallet by clicking on the Profile and enter the amount you want to add and make the payment.  [Click here to know about Conversation-Based Pricing](https://developers.facebook.com/docs/whatsapp/pricing)


# WhatsApp Templates&#x20;


# Introduction

## Overview

**WhatsApp Templates** are predefined message formats that allow businesses to send **automated and structured messages** to customers through the WhatsApp platform.

These templates are commonly used for:

* **Notifications and alerts**
* **Order updates and confirmations**
* **Promotional and marketing messages**

{% hint style="warning" %}
All templates must be **approved by WhatsApp** before they can be used.\
Approval may take up to **72 working hours**, so plan your campaigns accordingly.
{% endhint %}

Templates support **dynamic fields** (e.g., customer name, order details), allowing messages to be **personalized** while maintaining a consistent format.

Using templates helps businesses:

* Ensure **message consistency**
* Stay **compliant with WhatsApp policies**
* Save time and effort in creating messages

{% hint style="danger" %}
**Picky Assist** does not have any role in the **approval or rejection** of WhatsApp templates.Template approval is handled entirely by **WhatsApp (Meta)**.
{% endhint %}

### Billing & Usage Note

* Template messages are **chargeable**, and pricing varies based on the **recipient's country**.
* Ensure that your **wallet has sufficient balance** before sending template messages.

WhatsApp Templates are essential for **automated, scalable, and policy-compliant communication**, especially when interacting with users outside the active session window.


# Template Categorisation

## Overview

WhatsApp message templates are categorized based on their **purpose and intent**. Every template must belong to one of the following categories:

* **Marketing**
* **Utility**
* **Authentication**

These categories are defined by **Meta (WhatsApp)** and are important for:

* **Template approval**
* **Pricing and billing**
* **Message delivery rules**

{% hint style="warning" %}
Even if you select a category, WhatsApp may **automatically re-categorize** the template based on its content.
{% endhint %}

***

## Template Categories

### 1. Authentication Templates

Used for **user verification and security purposes**.

**Examples:**

* OTP / verification codes
* Login authentication

<figure><img src="/files/H3J5g93AOZyCFrDa5FQE" alt=""><figcaption></figcaption></figure>

**Key Rules:**

* Only for **authentication use cases**
* Must follow **predefined format**
* ❌ No media, URLs, or emojis allowed
* Must include **OTP button (copy or autofill)**

***

### 2. Utility Templates

Used for **transactional or service-related updates**.

**Examples:**

* Order confirmation
* Payment receipt
* Delivery updates
* Appointment reminders

**Key Rules:**

* Must be related to a **user action**
* Content should be **neutral and informational**
* ❌ No promotional or marketing content allowed

If any promotional content is added, it will be converted to **Marketing**.

***

### 3. Marketing Templates

Used for **promotions and customer engagement**.

**Examples:**

* Offers and discounts
* Product promotions
* Event invitations
* Recommendations

**Key Features:**

* Most **flexible category**
* Used for **business growth and engagement**
* Includes any **non-transactional communication**

***

### ⚠️ Important Categorisation Rules

* Templates are categorized based on **actual message content**, not selection
* Mixed content (Utility + Promotion) → **Marketing category**
* Meta continuously reviews and may **reclassify templates anytime**
* Incorrect categorization may lead to:
  * Rejection
  * Higher costs
  * Delivery issues

***

### Message Validity Period

The **message validity period** defines how long WhatsApp will try to deliver a template message.

#### Key Points

* Minimum: **1 minute**
* Maximum: **60 minutes**
* Default (if not set): **30 days**

#### Behavior

* If not delivered within the set time → message **expires**
* Expired messages are **not delivered**
* Helps avoid sending outdated or irrelevant messages

***

### Refund (Utility Templates)

* If a **Utility template** expires before delivery:
  * Charges are **automatically refunded**
* Can be verified in **Broadcaster reports**

***

### Template Naming Guidelines

* Use only:
  * Lowercase letters
  * Numbers
  * Underscores (\_)
* ❌ No spaces or special characters

✔️ Example: `order_update_2024`\
❌ Incorrect: `Order Update 2024`

***

### Dynamic Variables

Dynamic variables allow **personalization** in templates.

#### &#x20;Format

```
{{1}}, {{2}}, {{3}}
```

#### Example

```
Hello {{1}}, your OTP is {{2}}
```

Values are replaced dynamically while sending the message.

***

{% hint style="info" icon="meta" %}
Always ensure the selected category matches the **actual purpose of the message**, otherwise it may be **rejected or automatically re-categorized by WhatsApp**.
{% endhint %}

***

#### Key Insight

Correct template categorisation ensures:

* **Faster approval**
* **Accurate billing**
* **Better delivery performane**

<table data-header-hidden><thead><tr><th></th><th width="167"></th><th></th><th></th></tr></thead><tbody><tr><td><strong>Feature</strong></td><td><strong>Authentication</strong></td><td><strong>Utility</strong></td><td><strong>Marketing</strong></td></tr><tr><td>Purpose</td><td>User verification &#x26; security</td><td>Transactional updates</td><td>Promotions &#x26; engagement</td></tr><tr><td>Main Use Case</td><td>OTP, login, account recovery</td><td>Order updates, payment status, alerts</td><td>Offers, campaigns, recommendations</td></tr><tr><td>Content Nature</td><td>Strict, predefined</td><td>Informational &#x26; neutral</td><td>Flexible &#x26; promotional</td></tr><tr><td>Approval Strictness</td><td>Very High</td><td>Medium</td><td>Flexible</td></tr><tr><td>Media Support</td><td>❌ Not Allowed</td><td>✅ Allowed</td><td>✅ Allowed</td></tr><tr><td>URL Support</td><td>❌ Not Allowed</td><td>✅ Allowed</td><td>✅ Allowed</td></tr><tr><td>Buttons</td><td>OTP buttons only</td><td>CTA / Quick Reply</td><td>CTA / Quick Reply</td></tr><tr><td>Dynamic Variables</td><td>Limited (OTP only)</td><td>Supported</td><td>Supported</td></tr><tr><td>Personalization</td><td>Minimal</td><td>Moderate</td><td>High</td></tr><tr><td>User Interaction</td><td>Low</td><td>Medium</td><td>High</td></tr><tr><td>Pricing Impact</td><td>Usually service-related</td><td>Service-related</td><td>Marketing rates apply</td></tr><tr><td>Example</td><td>“{{1}} is your OTP”</td><td>“Your order has been shipped”</td><td>“Get 20% off today!”</td></tr></tbody></table>

{% hint style="success" icon="whatsapp" %}
Each template message has an **individual messaging fee**, which depends on the **destination country**. Please note that Meta may update pricing at any time, so charges are not fixed.
{% endhint %}


# Template Components

## Overview

WhatsApp templates are built using different **components**, which define the **structure and content** of the message. Each component serves a specific purpose, such as displaying text, media, or interactive elements.

A template can include the following components:

* **Header**
* **Body**
* **Footer**
* **Buttons**

***

### 1. Header

The **Header** is the top section of the template and is used to capture attention.

#### Supported Types

* **Text**
* **Image**
* **Video**
* **Document**

#### Key Points

* Only **one header** is allowed per template
* Media headers enhance **visual engagement**
* Text headers can include **dynamic variables**

***

### 2. Body

The **Body** is the main content of the message.

#### Features

* Supports **text with dynamic variables** (e.g., {{1}}, {{2}})
* Used to convey the **core message**

#### Character Limit

* Up to **1024 characters**

<figure><img src="/files/N03K1qmYQSb8DTYaEwk9" alt=""><figcaption></figcaption></figure>

***

### 3. Footer

The **Footer** is an optional section used for additional information.

#### Features

* Typically used for:
  * Disclaimers
  * Additional notes
* Does **not support dynamic variables**

#### Character Limit

* Up to **60 characters**

<figure><img src="/files/xTzY9A4adK9Uc9TzhNaM" alt=""><figcaption></figcaption></figure>

***

### 4. Buttons

Buttons provide **interactive actions** for users.

#### Types of Buttons

* **Call To Action (CTA)**
  * Visit Website (URL)
  * Call Phone Number
* **Quick Reply**
  * Predefined responses for user interaction

***

#### Key Limits

* Maximum **10 buttons** (depends on type and template)
* Button text limit: **25 characters**
* ❌ Emojis are not supported in button text

| Component             | Character Limit            | Additional Notes                                   |
| --------------------- | -------------------------- | -------------------------------------------------- |
| **Body Text**         | Up to **1024 characters**  | Mandatory component, supports variables and emojis |
| **Footer**            | Up to **60 characters**    | Optional, text only, no variables allowed          |
| **Button Text**       | Up to **25 characters**    | Applies to button label text                       |
| **Number of Buttons** | Up to **10 buttons total** | Includes Quick Reply + Call-to-Action combinations |

***

### Dynamic Variables

Dynamic variables allow templates to be **personalized**.

#### Format

```
{{1}}, {{2}}, {{3}}
```

#### Usage

* Customer name
* Order details
* OTP codes

***

### Important Notes

* Each component must follow **WhatsApp guidelines**
* Invalid formatting may lead to **template rejection**
* Components and their limits may vary slightly based on **template type (Marketing, Utility, Authentication)**


# Approval Process

## Overview

All WhatsApp templates must be **approved by Meta (WhatsApp)** before they can be used. Once a template is submitted, it goes through a **review process** to ensure it complies with WhatsApp policies and guidelines.

***

### Checking Template Approval Status

* After submitting a template, you can view its **approval status** in the platform
* The status will indicate whether the template is:
  * **Pending**
  * **Approved**
  * **Rejected**

***

### Sync With WhatsApp Account

* The **Sync With WhatsApp Account** option allows you to synchronize templates from the **Meta platform** to your account
* Click on this option to:
  * Refresh template status
  * Fetch newly approved templates

#### Step 1

<figure><img src="/files/m0cqavrXZ7bMio7h6ul5" alt=""><figcaption></figcaption></figure>

#### Step 2

* On the top section, you can find the option to **Create Template**
* In the **top-right corner**, there is a button to **Sync With WhatsApp Account**
* Under the template list, you can view different templates with their **current status**
* Templates will be displayed with statuses such as:
  * **Approved**
  * **Pending / Under Review**

This helps you easily track which templates are ready for use and which are still in the approval process.

<figure><img src="/files/bUhZusoDAqORPpBsOzJj" alt=""><figcaption></figcaption></figure>

### Template Logs

Template Logs help in identifying issues related to:

* Template rejection
* Submission errors

#### To Navigate Template logs

* Go to the **Picky Assist Dashboard**
* Navigate to **All Menus**
* Under **Settings → Channels**, click on **Channels**
* Scroll to the bottom section where you can find **Logs**
* Open the [**Template Logs** ](https://app.pickyassist.com/channel_status/wp_official_managed_status/logs)section.

***

### Key Benefits

* View detailed **error messages**
* Understand the **reason for rejection**
* Troubleshoot and correct template issues

***

{% hint style="info" %}
Template approval is handled entirely by **Meta (WhatsApp)**\
**Picky Assist does not control approval or rejection**\
Ensure templates follow **proper format and guidelines** to avoid rejection
{% endhint %}


# Sending Limits & Pausing

## Overview

WhatsApp applies **sending limits and template pausing mechanisms** to ensure **high-quality messaging** and prevent spam. These controls are based on **user feedback and engagement**, helping maintain a better user experience.

### Template Sending Limits

* WhatsApp may initially limit the number of messages sent using a template
* This is especially applicable for:
  * **New templates**
  * Templates with **no prior performance data**

Templates are first sent to a **small group of users** to evaluate performance.

### Template Quality Monitoring

WhatsApp continuously monitors how users interact with template messages.

#### Signals Considered

* Users **blocking** the business
* Users **reporting messages as spam**
* Low engagement or negative interactions

### Template Pausing

If a template receives **negative feedback**, WhatsApp may **pause the template**.

#### When a Template is Paused

* The template will be **temporarily disabled**
* No further messages can be sent using that template
* Existing campaigns using that template may be affected

{% hint style="danger" %}
**Pausing durations are as follows:**\
1st Instance: Paused for 3 hours\
2nd Instance: Paused for 6 hours\
3rd Instance: Disabled
{% endhint %}

#### Why Templates Get Paused

Templates may be paused if:

* Messages are **irrelevant to users**
* Sent without proper **user consent (opt-in)**
* High number of **blocks or spam reports**
* Poor **message quality or targeting**

#### How to Avoid Template Pausing

* Send messages only to **opted-in users**
* Ensure content is **relevant and valuable**
* Maintain proper **template categorization**
* Avoid excessive or repetitive messaging

### Template Limitations

* Approved templates **cannot be edited**
* All templates require **WhatsApp approval**
* Character limits:
  * Body: **1024 characters**
  * Header/Footer: **60 characters**
  * Buttons: **20 characters**
* Only **body supports emojis**
* Media support:
  * **Image, Video, Document (PDF)**
* Footer is **static (non-dynamic)**<br>

{% hint style="warning" %}
Template pausing and sending limits are controlled entirely by **WhatsApp (Meta)** based on **user feedback and quality signals**.
{% endhint %}


# Per User Marketing Limits

## Overview

**Per-user marketing limits** restrict how many **marketing template messages** a user can receive within a certain period.

These limits help:

* Prevent **spam**
* Improve **user experience**
* Ensure **relevant communication**

### How It Works

* Applied at the **individual user level**
* Checked **at the time of sending**
* Based on **overall messages received by the user (from all businesses)**

A message may be blocked even if you haven’t messaged the user before.

{% hint style="info" icon="meta" %}
Controlled entirely by **WhatsApp (Meta)** and cannot be modified.
{% endhint %}

### When Messages Get Blocked

A marketing template may fail if:

* The user already received multiple marketing messages
* User engagement is **low**
* The system detects **over-messaging**

### Common Error&#x20;

{% hint style="warning" %}
*Message not delivered to maintain healthy ecosystem*
{% endhint %}

### Conversation Behavior

* First message → Opens a **marketing conversation**
* One additional template can be sent
* Further messages require **user interaction**

### Messages Affected

| Message Type        | Affected |
| ------------------- | -------- |
| Marketing Templates | Yes      |
| Utility Templates   | No       |
| Session Messages    | No       |

### Best Practices

{% hint style="success" %}

* Target **active users**
* Encourage **user replies**
* Avoid frequent campaigns
* Send **relevant content**
  {% endhint %}


# Supported Languages

## Overview

WhatsApp templates support a **wide range of global and regional languages**, allowing businesses to communicate effectively with users across different regions.\
While creating a template, selecting a **language is mandatory**, and the content of the template must match the selected language.

### Key Points

* Each template must be created with **at least one language**
* You can create **multiple language versions** for the same template
* Each language version must be **submitted and approved separately**
* WhatsApp does **not automatically translate templates**

### Supported Languages

WhatsApp supports **60+ languages**, including:

* **English** (Default, UK, US)
* **Hindi, Tamil, Telugu, Malayalam, Marathi, Gujarati**
* **Arabic, French, German, Spanish, Portuguese**
* **Chinese (CHN, HKG, TAI), Japanese, Korean**
* **Italian, Dutch, Turkish, Thai, Vietnamese**
* And many more regional languages

{% hint style="info" icon="language" %}
This wide support helps businesses reach a **global audience** effectively.
{% endhint %}

### Important Rules

* The selected language must **match the template content**
* Mismatch between language and content may lead to:
  * **Template rejection**
  * **Approval delays**

### Multi-Language Templates

* A single template can support **multiple languages**
* Each language version:
  * Requires **separate approval**
  * Must contain **accurate translation of all components**


# Guidelines

## Overview

WhatsApp templates must follow **Meta guidelines** to ensure messages are **clear, relevant, and compliant**, improving approval and user experience.

### General Guidelines

* Use **clear, simple, and meaningful content**
* Maintain proper **grammar and spelling**
* Avoid **spam-like or misleading messages**
* Ensure content matches the **selected category** (Utility, Marketing, Authentication)

### Content Rules

* Messages should provide **value to users**
* Avoid Offensive or irrelevant content
* Marketing templates must follow **WhatsApp Commerce Policy**

### Variable Guidelines

* Use format: `{{1}}, {{2}}`
* Variables must be **clear and meaningful**
* Avoid incorrect or excessive variable usage

### Formatting Guidelines

* Avoid Unnecessary line breaks, tabs, or extra spaces
* Keep proper **sentence structure**
* Limit excessive emojis or symbols

### URL & Language Rules

* Use **valid, complete URLs** (avoid short links)
* Ensure **language matches content**
* Provide proper translations for multi-language templates

### Category & Compliance

* Select the **correct category**
* Do not mix Utility and Marketing (will become **Marketing**)
* Follow **WhatsApp Business & Commerce policies**
* Avoid restricted or sensitive content

### Common Rejection Reasons

{% hint style="warning" %}
Wrong category\
Poor formatting or grammar\
Variable misuse\
Spam-like or unclear content
{% endhint %}


# Template Types


# Text Templates

## Overview

A **Text Template** is a pre-approved message format used in WhatsApp Business API to initiate conversations with customers or send messages outside the 24-hour customer service window. It contains only text content and can be used for notifications, updates, or promotional communication.

### Key Features

* **Text-Only Content**\
  Text templates include only plain text. Media files such as images, videos, or documents are not supported.
* **Dynamic Variables**\
  Supports placeholders (e.g., `{{1}}`, `{{2}}`) to personalize messages for each user.
* **Optional Buttons**\
  Can include:
  * Quick Reply buttons (for user interaction)
  * Call-To-Action buttons (Visit Website / Call)

{% hint style="info" %}
**Meta Approval Required**\
All templates must be submitted and approved by Meta before use.
{% endhint %}

<figure><img src="/files/AlkrI6riMG9XzMb35pCa" alt=""><figcaption></figcaption></figure>

#### Template Structure

A standard text template consists of:

1. **Body (Main Message)**\
   The primary text content of the message.
2. **Variables (Optional)**\
   Used to insert dynamic values such as name, order ID, etc.
3. **Buttons (Optional)**\
   Interactive or action-based buttons for user engagement.

#### Example

**Template Message:**

```
Hi {{1}}, your order {{2}} has been shipped successfully.
```

**Output:**

> Hi John, your order #1234 has been shipped successfully.

#### Template Categories

Text templates are categorized based on use case:

* **Marketing**\
  Promotional messages, offers, product updates
* **Utility**\
  Transactional messages such as order confirmations, reminders
* **Authentication**\
  OTP and verification messages


# Carousel Templates

## Overview

A **Carousel Template** in WhatsApp Business API is an interactive message format that allows businesses to send multiple cards within a single message. Each card can contain media, text, and action buttons, and users can scroll horizontally through the cards.

Carousel templates are mainly used for:

* Product showcasing
* Marketing campaigns
* Interactive user engagement

#### Advantages of Carousel Templates

* Displays **multiple items in a single message**
* Improves **user engagement and interaction**
* Allows users to **take actions directly** (visit website, call, quick-reply)
* Provides a **rich and structured user experience**

{% hint style="warning" %}
Carousel Templates can only be created under the Marketing category.
{% endhint %}

## Types of Carousel Templates

There are two types of Carousel Templates:

* **Media Carousel Template**
  * Used for marketing content with images or videos
  * Allows custom text and buttons on each card
* **Product Carousel Template**
  * Used to display products directly from a catalog
  * Product details are fetched automatically

<figure><img src="/files/xiwim6Y3HokSXeH0kk1n" alt=""><figcaption></figcaption></figure>

## Limits & Specifications

#### Body Content

* Maximum length: **1024 characters**

#### Number of Cards

* Minimum: **2 cards**
* Maximum: **10 cards**

#### Media Support

* Supported formats:
  * Image
  * Video

{% hint style="info" %}
Mixing image and video in the same carousel is **not allowed**.
{% endhint %}

## Buttons & Supported Types

#### Media Carousel

Supported button types:

* **Quick Reply**
* **Call To Action (CTA)**
  * Visit Website
* **Phone Number**

<figure><img src="/files/riUSm4VEBtJGjjrQlfRO" alt=""><figcaption></figcaption></figure>

#### &#x20;Button Limits per Card

* Maximum **2 Quick Reply buttons or Combinations of Call To Action or Phone Number button**
* combination of **quick reply** and **call to action** and **phone number** also possible

***

#### Product Carousel

* Supports similar button configurations
* Typically used with **product-related actions (e.g., view product)**

## Character Limits

#### Button Text

* Maximum: **20 characters**
* Emojis are **not supported**

#### Media Size Limits

* Image: Up to **5 MB**
* Video: Up to **16 MB**

#### Card Content (Media Carousel Only)

* Each card can include body text
* Maximum: **160 characters** (including emojis)

{% hint style="info" icon="photo-film" %}
**Product Carousel does not support custom card body text**, as product details are fetched from the catalog.
{% endhint %}

## Product Carousel (Catalog-Based)

Product Carousel Templates are designed to display products directly from a **linked WhatsApp Catalog**.

#### Key Points:

* Products are selected from the connected catalog
* Maximum **10 products** can be added
* Product details such as:
  * Image
  * Name
  * Price\
    are automatically populated.

## Approval Process

Once the template is created:

1. Submit it for approval
2. The template will be reviewed by Meta (WhatsApp)
3. Approval may take some time (typically up to **24 hours**)

<figure><img src="/files/7ujZQwtyaK4NuZ0iY3ZE" alt=""><figcaption></figcaption></figure>

{% hint style="info" icon="whatsapp" %}
Templates must comply with WhatsApp policies to get approved.
{% endhint %}

## Best Practices

* Use **high-quality images or videos**
* Keep text **short, clear, and meaningful**
* Use strong **Call-To-Action buttons** (e.g., *Buy Now*, *View Product*)
* Maintain **consistency across all cards**
* Avoid overcrowding cards with too much information

#### Why Carousel is Effective

* Allows users to **view multiple products or content in one message**
* Enables **direct interaction** (website visit, call, quick reply)
* Improves **conversion and engagement rates** compared to plain text messages

{% hint style="info" icon="meta" %}
Carousel Templates provide a powerful way to deliver **rich, interactive content**, but they must strictly follow **WhatsApp guidelines and limitations** to ensure approval and proper delivery.
{% endhint %}


# Media Templates

## Overview

A **Media Template** is a pre-approved message format in WhatsApp Business API that allows businesses to send messages with **media content** such as images, videos, or documents along with text. It is used to initiate conversations or send messages outside the 24-hour customer service window.

### Key Features

* **Supports Media Content**\
  Media templates allow inclusion of:
  * Images
  * Videos
  * Documents (PDF, etc.)
* **Header-Based Media**\
  Media is added in the **header section** of the template.

<figure><img src="/files/vZwauM2yd5yAEgLT27id" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/7vQ3ayWLBx4NMfmfXUE3" alt=""><figcaption></figcaption></figure>

### Supported Media Types

| Media Type | Description                        |
| ---------- | ---------------------------------- |
| Image      | JPG, PNG formats                   |
| Video      | MP4 format                         |
| Document   | PDF and supported document formats |

#### Template Structure

A standard media template consists of:

1. **Header (Media Section)**\
   Contains the media file (image, video, or document)
2. **Body (Message Content)**\
   Text message with optional variables
3. **Footer (Optional)**\
   Additional short text (e.g., disclaimers)
4. **Buttons (Optional)**\
   Quick Reply or Call-To-Action buttons

#### Use Cases

* Product promotions with images
* Invoice or report sharing (PDF)
* Event invitations with visuals
* Video-based marketing campaigns

| Media Type  | Max Size |
| ----------- | -------- |
| 🖼️ Image   | 5 MB     |
| 🎥 Video    | 16 MB    |
| 📄 Document | 20 MB    |


# Interactive Button Templates

## Overview

**Interactive Button Templates** are WhatsApp template messages that include **predefined buttons** to enhance user interaction and engagement. These templates allow businesses to guide users to take quick actions directly from the message.\
Interactive buttons help simplify user responses and improve conversion rates by reducing the need for manual typing.

### Types of Interactive Buttons

WhatsApp templates support the following types of interactive buttons:

#### **1. Quick Reply Buttons**

Quick Reply buttons allow users to respond instantly by selecting from predefined options.

**Features:**

* Maximum of **10 buttons per template**
* Sends a predefined text response when clicked
* Keeps the conversation within WhatsApp

**Example:**\
Message:

> Are you interested in our latest products?

Buttons:

* Yes
* No
* Talk to Sales etc....

When a user clicks “Yes”, it automatically sends:

> Yes

#### **2. Call-To-Action (CTA) Buttons**

Call-To-Action buttons allow users to perform specific actions outside the chat.

**Types:**

* **Visit Website** – Opens a specified URL
* **Call Phone Number** – Initiates a phone call

**Features:**

* Maximum of **3 CTA buttons per template**
* Redirects users to external actions

#### Example

Valid:

* 2 URL + 1 Phone + 5 Quick Replies = 8 buttons&#x20;

Invalid:

* 3 URL buttons ❌ (exceeds URL limit)

<figure><img src="/files/xlPv0Qx3K7cExpCHB8Ee" alt=""><figcaption></figcaption></figure>

#### Use Cases

* Lead qualification
* Customer feedback collection
* Product discovery
* Appointment confirmations
* Customer support automation


# Call to Action Templates

## Overview

**Call-To-Action (CTA) Templates** are WhatsApp template messages that include buttons designed to prompt users to take a **specific action**. These actions typically redirect users outside the chat, such as visiting a website or making a phone call.\
CTA templates are widely used for driving conversions, increasing website traffic, and enabling direct customer contact.

#### Types of Call-To-Action Buttons

WhatsApp supports the following CTA button types:

#### **1. Visit Website**

Allows users to open a specified URL directly from the message.

**Features:**

* Redirects user to a web page
* Supports static or dynamic URLs
* Commonly used for product pages, payment links, or landing pages

**Example:**\
Button:

* Visit Website → Opens product or offer page

#### **2. Call Phone Number**

Allows users to initiate a phone call directly from WhatsApp.

**Features:**

* Opens the device dialer
* Connects user to business support or sales team

**Example:**\
Button:

* Call Now → Initiates a call to the business number

#### Key Features

* Supports up to **2 CTA buttons per template**
* Enables direct action from the message
* Improves conversion rates by reducing steps
* Can be combined with text or media templates

<figure><img src="/files/P9xjY7STeu4CDNnryPyL" alt=""><figcaption></figcaption></figure>

#### Example Template

**Body:**

```
Hi {{1}}, explore our latest offers and get in touch with us today.
```

**CTA Buttons:**

* Visit Website
* Call Now

#### Use Cases

* Driving traffic to product or landing pages
* Enabling direct customer calls
* Sharing payment or checkout links
* Promoting offers and campaigns
* Customer onboarding and sign-ups


# Product Templates

## Overview

**Product Templates** allow businesses to showcase products directly from their **WhatsApp Catalog** within a message. This helps users easily **browse, view details, and take action** without leaving the chat.

### Types of Product Template

You can configure product templates in two ways:

#### 1. Catalog Message

* Display products from the **entire catalog**
* Users can browse the full catalog directly

#### 2. Multi-Product Message

* Select and display **specific products**
* You can add up to **30 products** in a single message

<figure><img src="/files/N5lnHz0syqIwC5xyjHNW" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/LvNs4WVL9RhaZ8II2mv9" alt=""><figcaption></figcaption></figure>

### Key Features

* Products are fetched from the **linked WhatsApp Catalog**
* Each product displays:
  * Product name
  * Price
  * Image

### Button Support

* Only the following actions are supported:
  * **View Product**
  * **View Catalog**

No additional buttons are allowed:

* ❌ Quick Replies
* ❌ Call-to-Action (CTA) buttons

### Requirements

{% hint style="warning" %}
Ensure the **correct catalog is linked** to your WhatsApp account
{% endhint %}

* Products must be:
  * Properly **synced with the catalog**
  * Visible in the **WhatsApp Catalog**

Product templates provide a **seamless shopping experience**, allowing users to explore and interact with products directly within WhatsApp.


# Payment Templates

## Overview

**Payment Templates** are used to send **transaction-related messages** that help users review order details and complete payments directly from WhatsApp.\
These templates are designed to provide a **structured payment flow**, improving user convenience and transaction completion rates.

### Template Type

* Payment templates are typically created using the **“Order Details” template**
* This template is structured specifically for **payment-related use cases**

<figure><img src="/files/lRT4pi5XhYkyeiRAKabu" alt=""><figcaption></figcaption></figure>

### Key Features

* Displays **order and payment information** clearly
* Allows users to:
  * Review order details
  * Proceed with payment

### Content Configuration

* You can add:
  * **Body content**
  * Required **attributes** (such as order details, pricing, etc.)

{% hint style="info" icon="dollar-sign" %}
These details help provide complete information to the user before making a payment.
{% endhint %}

### Button Support

* Includes a default button:
  * **“Review and Pay”**

#### Important:

* This button is **not editable**
* ❌ No additional buttons are allowed:
  * ❌ Quick Replies
  * ❌ Call-to-Action (CTA) buttons

### Usage Guidelines

* Use payment templates only for:
  * **Transaction-related communication**
  * Payment reminders or confirmations
* Avoid adding:
  * Promotional content
  * Offers or discounts


# Flow Templates

## Overview

**Flow Templates** allow businesses to send interactive messages that guide users through a **structured flow experience** within WhatsApp.\
These templates help collect user inputs, perform actions, and provide a **seamless conversational journey**.

### Key Features

* Enables users to interact through a **guided flow**
* Helps in:
  * Data collection
  * Form submissions
  * Process automation

### Template Configuration

* You can add:
  * **Body content** to describe the flow or provide instructions
* A button is included, where:
  * The **button name is editable**
  * You can give a **custom and relevant name** based on the flow (e.g., *Start Process*, *Fill Details*)

<figure><img src="/files/RR6S7LdJu1fKyAwwRkis" alt=""><figcaption></figcaption></figure>

### Flow Selection

* While creating the template, you must:
  * **Select the required flow** from available options

This flow will be triggered when the user interacts with the message.

### User Interaction

* When the customer clicks the button:
  * The **selected flow opens**
* Inside the flow:
  * Users can **enter required details**
  * Submit the information directly

This enables a complete interaction cycle within WhatsApp.

### Usage Guidelines

* Use clear and concise **body content** to guide users
* Provide a meaningful **button name** for better understanding
* Ensure the selected flow is:
  * Properly configured
  * Tested before sending


# Sending Templates&#x20;


# Introduction&#x20;

## Overview

WhatsApp templates can be sent through multiple modules in the platform, depending on the **business use case, communication type, and level of automation required**.

Each module is designed for a specific purpose, such as:

* **Bulk messaging** using Broadcaster
* **Automated event-based messaging** using Connector
* **Interactive and conversational flows** using Chatbot or Flow Builder
* **Manual agent communication** using Team Inbox and Quick Messages

This flexibility allows businesses to send template messages in both:

* **Automated workflows**
* **Real-time conversations**

{% hint style="success" %}
&#x20;By choosing the appropriate sending method, businesses can ensure **efficient communication, better user engagement, and a seamless customer experience**.
{% endhint %}

### Available Sending Methods

Templates can be sent using the following modules:

#### 1. Broadcaster

* Used for **bulk messaging campaigns**
* Send templates to **multiple contacts at once**
* Suitable for:
  * Promotions
  * Notifications
  * Announcements

#### 2. Connector

* Used for **automation and integrations**
* Send templates based on:
  * Events
  * API triggers
* Ideal for backend-driven workflows

#### 3. Chatbot Builder

* Used to send templates within **automated chatbot flows**
* Supports:
  * Manual selection
  * Dynamic data-based sending
* Best for interactive conversations

#### 4. Flow Builder

* Used to send templates as part of a **flow-based interaction**
* Helps in guiding users through:
  * Forms
  * Step-by-step processes

#### 5. Teambox

* Used for **manual conversations by agents**
* Templates can be sent during **live chat with customers**
* Helps in quick and consistent responses

#### 6. Quick Messages

* Used for **predefined responses**
* Agents can quickly send templates without typing
* Improves response speed and efficiency

### Use Case

{% hint style="info" icon="infinity" %}
These multiple sending options allow businesses to:\
Automate communication\
Handle bulk campaigns\
Respond instantly during live chats\
Integrate templates into workflows
{% endhint %}


# Broadcaster

## How to Send Carousel Via Broadcaster

Sending Carousel via **Broadcaster** and **Connector** allows businesses to deliver **carousel messages at scale** and through **automated workflows**. The **Broadcaster** is mainly used for **bulk messaging**, while the **Connector** enables **API-based dynamic sending**. This provides flexibility to handle both **mass communication** and **real-time data-driven messaging**, improving overall communication efficiency.

### Step 1: Navigate to Campaigns

Go to **All Menus** Under **Broadcaster V2**, select [**Campaigns**](https://app.pickyassist.com/broadcaster/campaigns)**.**

<figure><img src="/files/5vdPGd6nCVS2KWqfIwAL" alt=""><figcaption></figcaption></figure>

### Step 2: Create Campaign

* Enter a **Campaign Name**
* Select the appropriate **Channel**
* Choose the **Contacts/Customers** based on your requirement

{% hint style="info" icon="mobile-retro" %}
Always include the **country code** when entering or pasting phone numbers.
{% endhint %}

<figure><img src="/files/bQKh1yDUUopG4HlUjoSj" alt=""><figcaption></figcaption></figure>

### Step 3: Select Template

Scroll down and click on **Select Template**

<figure><img src="/files/y41ngJkVGgRFmERCEgfo" alt=""><figcaption></figcaption></figure>

### Step 4: Choose Approved Template

Select the required **Carousel Template** from the list of **approved templates**

{% hint style="info" %}
Ensure that the template is **approved** and all required fields are properly configured before sending.
{% endhint %}

<figure><img src="/files/PuP2kQpAgtC7y1M1H3jH" alt=""><figcaption></figcaption></figure>

### Step 5: Configure Template Content

Provide the required **media or values** based on the template format

<figure><img src="/files/76TguJO0vKGrkQ5OO8kc" alt=""><figcaption></figcaption></figure>

### Step 6: Send Campaign

* Scroll down to the bottom right corner
* Click on **Send Now**

<figure><img src="/files/ZY94K8O0VtZW0xUap2e9" alt=""><figcaption></figcaption></figure>

### How to Send Text,Media and Dynamic Template Via Broadcaster

#### Step 1: Create Template

* Create a new template and provide a **template name**
* Select the **language**
* Choose the **template category** as **Marketing**
* Select the **template type** as **Standard**
* Add:
  * **Body content**
  * **Dynamic variables** (if required)
* You can also add **media** such as:
  * Images
  * Videos
  * Documents

<figure><img src="/files/tW7gIT8St5OBxaq13H6B" alt=""><figcaption></figcaption></figure>

#### Step 2: Upload Media and Submit for Approval

* Upload a **sample media file** based on your template type
* Review the template details
* Submit the template for **approval**

<figure><img src="/files/lEyEETapV64OR1KzrLAf" alt=""><figcaption></figcaption></figure>

#### Step 3: Send Template via Broadcaster

* Go to **Broadcaster**
* Create a new **campaign** and provide a name
* Select the **contact selection mode**
* Add:
  * Required **media**
  * **Dynamic values** (if applicable)
* Click on **Send** to deliver the template

<figure><img src="/files/698VSSAeQ4nsEtcvIccy" alt=""><figcaption></figcaption></figure>

#### Output view(Mobile)

<figure><img src="/files/cMkUNsx8KRfazFm9m46Z" alt=""><figcaption></figcaption></figure>


# Connector

## How to Send Carousel Via Connector

### How to send a Media Carousel Manually through Connector

### Step 1: Navigate to Connectors

* Go to **All Menus** Under **Automation**, select [**Connectors**](https://app.pickyassist.com/automation/connector)

<figure><img src="/files/NSeAHHoOtb7UP2y3DpRx" alt=""><figcaption></figcaption></figure>

### Step 2: Create a New Connector

* Click on **Add Connector**
* Enter the required **Name** and **Description**
* Select the **Event Source** based on your requirement

<figure><img src="/files/SNFRxG5o0nfsg47dLK5Q" alt=""><figcaption></figcaption></figure>

### Step 3: Configure Action

* Scroll down to the **Action** section
* Choose **Send Message**
* Enter the **mobile number** to which the message should be sent

<figure><img src="/files/sxfarfXkgqOL09JRSdQW" alt=""><figcaption></figcaption></figure>

### Step 4: Select Message Type

Choose the message type as **Carousel Message**

<figure><img src="/files/EJZo8i3yUjTwYR88vADT" alt=""><figcaption></figcaption></figure>

### Step 5: Configure Carousel Details

* Select the type of carousel:
  * **Media Carousel** or
  * **Product Carousel**
* Add the required fields based on your use case

<figure><img src="/files/rUglSirfBs2vn2Zhh5ZB" alt=""><figcaption></figcaption></figure>

### Step 6: Test the Connector

Click on **Simulate Test** to execute the flow

<figure><img src="/files/6YWoVbQM4eRtcJTYw62N" alt=""><figcaption></figcaption></figure>

### Step 7: Verify Execution

After execution, you will see:

* Notification indicating **message executed successfully**
* Generated **Push ID** for reference

<figure><img src="/files/9ovRCRtXPUzyUU0ygjhu" alt=""><figcaption></figcaption></figure>

This method is useful for sending **marketing campaigns, product updates, and promotional content** to multiple users at once or based on specific triggers. By using **Broadcaster for bulk sending** and **Connector for dynamic automation**, businesses can achieve better **reach, personalization, and efficiency**, making communication more **scalable and impactful**.

### How to send a Text,Media and Dynamic value Template through Connector

#### Step 1: Configure Connector and Send Message

* Create a **Connector** similar to previous steps
* Complete the basic setup such as:
  * Connector name
  * Event source (if required)
* Under **Action**:
  * Choose **Send Message**
  * Select message type as **Simple Message**
  * click on **Select Template**
* Add **Dynamic variables**&#x20;
* You can also add **media** such as:
  * Images
  * Videos
  * Documents

&#x20;         Based on the type of Template

<figure><img src="/files/eGjNb6lGeoj3ufNBv367" alt=""><figcaption></figcaption></figure>

#### Step 2: Configure Field Mapping for Mobile Number

* Scroll up and click on **Field Mapping**
* Enter the **mobile number field**
* Select **Picky Assist** as the source
* Choose the attribute as **Mobile**
* Click on **Save**

<figure><img src="/files/86dJHDVC2kJtC3TWx2Xv" alt=""><figcaption></figcaption></figure>

After configuring all required fields:

* Click on **Submit**
* Run **Simulate Test**


# Chatbot Builder

## How to send Template Carousel Manually and Dynamically From Chatbot

Sending **Template Carousels** manually and dynamically from the Chatbot allows businesses to deliver **interactive and structured messages** in an efficient way. **Manual sending** is useful for **predefined content**, while **dynamic sending** enables **real-time data** to be displayed using **system variables or API responses**. This flexibility helps in managing both **fixed** and **data-driven communication** within chatbot workflows.

## Template Carousel - Manually

### Step 1: Select WhatsApp Template Option

* In the Chatbot Builder, click on the **Send Message** arrow
* At the end of the options, select **Send WhatsApp Template**

<figure><img src="/files/qKq4UvJk2CVFf51xuMDU" alt=""><figcaption></figcaption></figure>

### Step 2: Configure Template and Cards

* Choose the required **Carousel Template**
* Select **Choose Cards Manually**
* Configure each card by:
  * Entering required text/messages
  * Adding button values (URL, action, etc.)

{% hint style="info" %}
You can customize each card based on your requirement.
{% endhint %}

<figure><img src="/files/CAbqwNZe4JgEaCPoduz4" alt=""><figcaption></figcaption></figure>

### Step 3: WhatsApp Output View(Mobile)

* Once sent, the message will appear on WhatsApp as a **carousel format**
* Users can scroll through the cards and interact with the buttons

<figure><img src="/files/oIYU6JZFH7Mby92Q1y9s" alt=""><figcaption></figcaption></figure>

## Template Carousel - Dynamically

### Step 1: Create Data Lookup

* Initially, add a **Data Lookup** node in the chatbot flow
* For dynamic sending, a Data Lookup is required to fetch data

### Step 2: Configure Data Lookup

* Select the required **module**
* Choose the appropriate **action** (e.g., Search Records)
* Apply necessary **filter conditions**
* Set the number of records (cards):
  * Minimum: **2**
  * Maximum: **10**
* Provide a **variable name** to store the response

### Step 3: Select Template and Enable Dynamic Cards

* Add the **Send WhatsApp Template Message** node
* Choose the required **Carousel Template**
* Select the option **Send Cards Dynamically**

### Step 4: Map Dynamic Fields

Select and map the required attributes:

* Media (image/video URL)
* Card values (text/content)

<figure><img src="/files/GfffPIEqFpLDAxRpl02f" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
Ensure that the data fetched in Data Lookup matches the template structure, otherwise the carousel may not render correctly.
{% endhint %}

This approach is useful for sending **product lists, promotional offers, and service details** in a single message, allowing users to easily **browse and take action**. By supporting both **manual and dynamic methods**, it provides better **control, scalability, and personalization**, making chatbot interactions more **effective and user-friendly**.

## How to send Text,Media, and Dynamic value Templates through Chatbot

### Step 1: Select Template Option

* Go to **Chatbot Builder**
* Right-click on the flow and click on the **arrow (→) from Send Message**
* Scroll down and select **Send WhatsApp Template**

<figure><img src="/files/wFo4cBjxxXyE0AMOnE7Z" alt=""><figcaption></figcaption></figure>

### Step 2: Configure Template and Flow

* Choose the required **approved template**
* You can use templates that include:
  * **Text**
  * **Media**
  * **Dynamic values**
* After configuring the template:
  * Redirect the bot flow based on your requirement
  * For example, connect it to a **Send Message node** with a *Thank You* message
* End the flow after completing the setup

<figure><img src="/files/5YNAVqwcyvhmH4yjNKBm" alt=""><figcaption></figcaption></figure>

{% hint style="info" icon="circle-nodes" %}
The template will be sent during the chatbot interaction based on the configured flow.
{% endhint %}


# &#x20;Teambox

## Sending Templates via Teambox

### Overview

**Teambox** allows agents to send WhatsApp templates during **live conversations with customers**. This is useful when a conversation is outside the **24-hour session window** or when a structured response is required.\
It helps maintain **quick, consistent, and professional communication** during manual interactions.

### Key Features

* Send templates during **live chat**
* Useful for:
  * Customer support
  * Follow-ups
  * Notifications
* Ensures **approved and consistent messaging**

### When to Use

Use templates in Teambox when:

* The **24-hour session window has expired**
* You need to send:
  * Order updates
  * Payment reminders
  * Important notifications

### Steps to Send Template via Teambox

#### Step 1: Navigate to Team Inbox

* Go to the **Picky Assist Dashboard** then Click on [**Teambox**](https://app.pickyassist.com/teambox)**.**

<figure><img src="/files/lC7nz0nH2WK0o4tkZPyp" alt=""><figcaption></figcaption></figure>

#### Step 2: Open Chat and Access Template Option

* Inside Teambox, you can view:
  * **Missed Chats,My Chats,All Chats etc..**
* Select a **specific customer conversation**
* At the bottom of the chat window, you will find multiple options
* Click on the **Templates** option

<figure><img src="/files/6G7oItZ0G3SvQK3huiF7" alt=""><figcaption></figcaption></figure>

#### Step 3: Select and Send Template

* A list of **approved templates** will be displayed
* Choose the required template
* Click **Send**

<figure><img src="/files/aI0c7J8d3b4QugCtMs7k" alt=""><figcaption></figcaption></figure>

### Key Features

* Send templates during **live chat**
* Useful for:
  * Customer support
  * Follow-ups
  * Notifications
* Ensures **approved and consistent messaging**

### When to Use

Use templates in Teambox when:

* The **24-hour session window has expired**
* You need to send:
  * Order updates
  * Payment reminders
  * Important notifications

## Sending Text,Media and Dynamic value Templates Via Teambox

### Step 1: Select Chat and Template

* Go to **Teambox**
* Select the **customer chat** where you want to send the template
* At the bottom of the chat window, click on the **Template option**
* Choose the required **approved template**
* You can select a template that includes:
  * **Text**
  * **Media**
  * **Dynamic variables**

<figure><img src="/files/r2wUrStqZTnItE2GznII" alt=""><figcaption></figcaption></figure>

### Step 2: Add Details and Send Template

* Add the required **media**
* Fill in the necessary **dynamic variable values**
* Click on **Send Template**

<figure><img src="/files/YAzK22zUEJvrSHDItlvF" alt=""><figcaption></figcaption></figure>

### Output View(Mobile)

<figure><img src="/files/7xMJMeJF60lb1bFtwr13" alt=""><figcaption></figcaption></figure>


# Quick Messages

## Sending Templates via Quick Message

## Overview

**Quick Message** allows users to send WhatsApp templates instantly without navigating to other modules. It is useful for **quick, one-time communication** with customers.

This feature helps in:

* Sending messages faster
* Handling urgent communication
* Avoiding navigation through multiple sections

### Steps to Send Templates via Quick Message

#### Step 1: Open Quick Message

* Go to the **Picky Assist Dashboard**
* On the **right side**, click on the **Quick Messages** option

<figure><img src="/files/4iHBI1rqgE5GbS4Nxd11" alt=""><figcaption></figcaption></figure>

#### Step 2: Enter Details and Select Template

* Enter the **recipient’s mobile number**
* Choose the option **Send WhatsApp Template**
* Select the required **approved template**

<figure><img src="/files/rJ16rf2eGlaZxojGgb0p" alt=""><figcaption></figcaption></figure>

#### Step 3: Send the Template

* After selection, the chosen template will be displayed
* Review the message
* Click on **Send Message** at the bottom right corner

The template will be sent to the selected customer.

<figure><img src="/files/0b34mdXqhZrjGnumASUu" alt=""><figcaption></figcaption></figure>

***

### Use Case

* Sending quick updates or reminders
* One-to-one communication without opening Teambox
* Instant template sharing for support or follow-up

### Important Notes

* Ensure the mobile number includes the **country code**
* Only **approved templates** can be sent
* Fill all required **dynamic fields** before sending

{% hint style="info" icon="message" %}
Quick Message is the fastest way to send templates for **individual communication**, making it ideal for quick and efficient messaging.
{% endhint %}

## Sending Text,Media and Dynamic value Templates Via Quick Message

### Select Template and Send Message

* Go to **Quick Message**
* Enter the **recipient’s mobile number**
* Click on the **WhatsApp Template** option (highlighted in yellow)
* Choose the required **approved template**
* You can select a template that includes:
  * **Text**
  * **Media**
  * **Dynamic attributes**
* Add the appropriate **media**
* Fill in necessary **dynamic values**

<figure><img src="/files/xRBJphn3S7QUl2c6AgSd" alt=""><figcaption></figcaption></figure>

Click on **Send Message** at the bottom


# Flow Builder

## Sending Templates via Flow Builder(Workflow)

## Overview

**Workflows** in Flow Builder allow businesses to send WhatsApp templates based on **automated triggers and conditions**.

This helps in:

* Sending messages automatically
* Reducing manual effort
* Ensuring timely communication based on events

### Steps to Send Templates via Workflow

#### Step 1: Navigate to Workflows

* Go to the **Picky Assist Dashboard**
* Click on **All Menus**
* Under **Flow Builder**, select **Workflows**

<figure><img src="/files/2P1jVQUBgep6L2kcnQVF" alt=""><figcaption></figcaption></figure>

#### Step 2: Create a Workflow

* Click on **Create Workflow**
* Enter a **workflow name**
* Select the required **workflow type**
* Click on **Create Flow**

<figure><img src="/files/3YGI9tZfXA6NWVD0Q6Jn" alt=""><figcaption></figcaption></figure>

#### Step 3: Configure Trigger and Send Template

* Click on **Select a Module,**&#x43;hoose the required **module**
* Select a **triggering event**
* Map the necessary **module fields**
* Add an action:
  * Select **Send Message**
  * Choose **WhatsApp Template**
* Provide or map:
  * **Recipient number**
  * Required template fields
* Complete the setup and **end the flow**

<figure><img src="/files/EqUbykqO1VF2Dy7Z0ZWo" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
Once configured, the template will be **automatically sent** to the selected users whenever the defined **event or condition is triggered**.
{% endhint %}

### Sending Text, Media, and Dynamic Templates via Flow Builder (Workflow)

#### Step 1: Configure Workflow and Trigger

* Create a **Workflow** in Flow Builder (similar to earlier steps)
* Select the required **module**
* Choose a **triggering event** based on your use case
* Select the necessary **module fields**
* After configuring the fields, proceed to the next step
* Add an action and choose **Send Message**

<figure><img src="/files/ph9747O1fF3Edw6aivIB" alt=""><figcaption></figcaption></figure>

#### Step 2: Configure Template and Send

* Provide the **recipient number** or map it from **attributes**
* Verify that the **correct channel (WhatsApp)** is selected
* Choose the **message type** as **Simple Message**
* Select the required **approved template**
* You can use a template that includes:
  * **Text**
  * **Media**
  * **Dynamic values**
* Upload the required **media file**
* Fill in all necessary **dynamic variable values**
* Complete the setup and **end the flow**
* You may add additional steps if required

<figure><img src="/files/FxfUwG20TgKp6REXypRy" alt=""><figcaption></figcaption></figure>


# Connecting Instagram

Current Instagram Channel is in Beta please access through <https://pickyassist.com/beta&#x20>;

## Pre-Requisite&#x20;

1. Your Instagram page must be a business page
2. If you have a Creator account then the maximum followers should be below than 500k
3. You must have connected your Instagram page with your Facebook Page to do this integration&#x20;

## Features Not Supported by Instagram&#x20;

1. Sending Video, Audio, Document, Location etc&#x20;
2. Sending message after 24 hours from the user last message time.

## Features not Supported by Picky Assist

Currently in beta and first released on March 10,  2021 and available to all picky assist customers without any extra charges.  You can connect Instagram Business Page as a new Channel with Picky Assist to Automate  Messaging and make use of picky assist core features like Smart Replies, Teambox etc.

{% hint style="info" %}
Broadcaster & Sequence Automation will not work  with Instagram due to [24 Hours Window restriction](/setting-up-guide/connecting-channels/setting-up-facebook-messenger/guidelines-and-restrictions#24-hours-window) from Messenger, however we will integrate very soon with Broadcaster & Sequence to communication within 24 hours window.
{% endhint %}

Our Instagram messenger integration is in its first phase so we dont support following features of Instagram messenger

1. Sending Quick Reply with Buttons
2. Loading 3rd party URL (Webview) inside the Messenger&#x20;
3. Integration to Broadcaster, Sequence Automation&#x20;

## Connecting Instagram Business Page

Before you start this step please ensure that you have linked your Instagram Business with your Facebook Account and you are logged in the browser with the same facebook account.

Go to **Settings -> Channels** and Click on Instagram Icon as shown below;

<figure><img src="/files/kCoyOgVRz1NuV0VRBa2Q" alt=""><figcaption></figcaption></figure>

A popup will open where you need to agree to the Terms of Services, Privacy Policy etc as required by the Instagram and click on  the button "Sign into Facebook" as shown below;

![](/files/fbA4qWAVdqHtpIHeUKW4)

You need to give all the permission it prompt and once done you will able to see a page like as below, if you have more than 1 Instagram business page linked to your facebook account then you need to select the same from the drop down as shown below;

![](/files/rdKu5OSTpEslO4JOWOmA)

{% hint style="success" %}

### We have now Successfully Connected Instagram Page with Picky Assist, you can start using with Teambox or Smart Replies as per your business requirements&#x20;

{% endhint %}


# Phone Bridge (Call Blaze)

## Introduction

Phone bridge is basically used for tracking and storing all the phone calls made directly into our CRM. This enables the tracking of calls in real-time and directly updating that to the CRM. By enabling this channel  we can directly track all the calls made from your phone, such as the duration of the call, how many calls came both inbound and outbound, and how many chats are missed. About all of this we can have detailed information stored with us. The system automatically logs all call records in the phone call logs, providing a comprehensive record of communication activities within the CRM platform.

Automations and actions can be made based on call status.For example,In an insurance company, when an agent calls a customer but the call goes unanswered, the call blaze feature triggers a connector to ensure timely follow-up. The system logs the call as Not Answered and automatically creates a follow-up task for the assigned agent, including the customer's information and the reason for the call.&#x20;

Additionally, if an agent misses a call from a customer, an automated Whtatsapp message or email is sent to acknowledge the missed call, assuring them that an agent will reach out shortly. This process is automated through a workflow, and the missed call is prioritized in the agent's task with high priority and a special task title for that like Urgent:Call Back, for efficient follow-up. After the agent contacts the customer, they can add a follow-up task or call summary as the outcome in the CRM to ensure that any further actions required are documented.This automation enhances customer service by quickly addressing inquiries and simplifying the processes, ultimately leading to improved client satisfaction.

## Before Setting Up

**We need to install the Picky Assist app from the** [**Play Store.**](https://play.google.com/store/apps/details?id=com.pickyassist.tb)

{% hint style="info" %}
**PLEASE NOTE :**&#x20;

1. **CALL BLAZE IS ONLY SUPPORTED IN ANDROID PHONES**
2. **CURRENTLY CALL RECORDING IS NOT SUPPORTED**
   {% endhint %}

## Getting Started

To configure the Phone Bridge feature, start by logging into your Picky Assist account. Navigate to the More menu, then select Settings and go to Channels. Finally choose Phone Bridge to set up the desired preferences.<br>

<figure><img src="https://lh7-us.googleusercontent.com/m2QhXJJs7osmEnP-DOmsYrfPGEI46NmjRI0HNvYUSz80NQ7HR4Nvi4h9Wy7RBB3AoR7g5CUpgB9SohmISIGj8dRthVPEHz6WhK52SbzdfrMaJrt7L4omD_4aj-bR5vTXoafrNkFaQivdVJgAR9HO1G0" alt=""><figcaption></figcaption></figure>

### Global Settings

Global settings are the main settings and according to the settings we have enabled there the phone bridge works. The whole phone bridge settings will work according to the settings enabled in the global settings.

Please follow the steps mentioned below

In the **Global Settings,** ensure to enable the status button. If you are enabling this status button then only it will work.

The **Status** option defines the status of the phone bridge channel, that is if you are disabling this the channel won’t work.<br>

<figure><img src="https://lh7-us.googleusercontent.com/4EuxO6sW0tTIA6EPc9m7W4_RinSA7FqprrF0P0If3vTyKoh0QOlnPL4EkOTMKMtUvBJ9oC1eD61cmA9xrfOObVPy5whHtTIIxJ9W-1yX0_ENpCZ3DE_QvgKr1787Zri-Q15JwyDBrFmiZqYVRXb_FwQ" alt=""><figcaption></figcaption></figure>

To Add users you can go to more **menus>organization>users**. Here we will be able to create new users. All the users who have logged into the mobile app will be listed under **Select Users** (see the above picture). From here, you can select the desired user for the Call Blaze configuration.

#### Call Tracking<br>

<figure><img src="https://lh7-us.googleusercontent.com/VJ0E7KCsODFCTiNFCIY8QKXf13QOaiF9llFN1xFEozurJL98SlCR-SBMbRG14cE9vBamH5qNgv3HbrHeGN0Eww1FIIvSXIT7OvubFYlJNKQysW35KLIG0D_th_2se7cjSy3gyWfcDt8VxXmmCjWU9vA" alt=""><figcaption></figcaption></figure>

It is one of the most important features and here  you can track all the calls of the user and under the call tracking option you will have three options.

1. **Let User Decide,** allows users to choose the SIM card from which calls should be tracked. For example, consider the case in which the user has two sim cards then let user decide option allows the user to choose which sim needs to be tracked.
2. **Track All Calls,** grants permission to track calls from both SIM cards in the mobile device.Here system will track calls from both the sim in your mobile.
3. **Track Specific SIM**, enables the tracking of calls specifically from a selected SIM card. Here if you are having two sims in your phone then by enabling track specific sim the calls from only the selected sim will be tracked.

#### Add Contact

By enabling this all the inbound calls you receive will be directly added as a contact in Picky Assist. But if Add contact is disabled then the calls won’t be added and when you turn it on the calls will be automatically added.

<figure><img src="https://lh7-us.googleusercontent.com/JQITOJWZv8_krnP_jFXi3pEnu0XQ4jeoDAncoGTrmKkjLJfJpujrwsIB3IF2GkxuUAuY8hvHqudOikplS7gVmS14vn3_FsFWUdJFXRHxQImiGsWGFCyp_A55-HRgyFOCb3Xbqv9SVGwLCAxlE-wlopQ" alt=""><figcaption></figcaption></figure>

### Follow Up Action

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfyN2vq_Op7gd3DegMmpK3-a7U5mk7QkvMk__r_1MVIZwwd81d8bb3sx81hw9sNDENgTTxFOiDfQBokPa5M00gQgztvaDCcWaIewZI_aKC-es6s6A6klP6udk3k3RwVvImJbGeOR3OBkh2o6B_4pFVmZ4E7?key=1qqFXlcKQC4QffFFDupvgw" alt=""><figcaption></figcaption></figure>

If the Follow up Action is enabled, you will be able to follow up with customers by creating tasks for them directly from the mobile app. User is able to create Follow-up for all incoming and outgoing calls.

For example, when a support agent successfully resolves an issue for a customer, they have enabled "follow-up action". This allows the agent to create a specific task that reminds them to check in with the customer after a week to ensure their problem has been fully resolved and that they are satisfied with the solution provided. Following up is important because it shows customers that the company genuinely cares about their experience, helping to build trust and making customers feel valued.&#x20;

&#x20;Additionally, when the follow-up action is enabled, the agent can add notes about the previous call, including details about the customer's issue, how it was addressed, and any specific advice given. This helps the agent manage their tasks more effectively, as the notes make it easy to identify and track each customer's follow-up process. Overall, the follow-up feature and note-taking are valuable tools for support agents, ensuring that customers feel supported and appreciated throughout their experience with the company.

#### Showing the Follow-Up Tasks in CRM

Once the user adds the follow-up from the mobile app, they will be able to see it in the [CRM Task Module](/setting-up-guide/setting-up-modular-crm/task). The agent who creates the follow-up will be the default owner of that task and will also be able to see the associated contact ([associated record](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/task#fields-in-a-task-module)) related to that follow-up within the Task Module itself. Please see the below picture.

<figure><img src="/files/9LIletcMcBB5UQfHXR4b" alt=""><figcaption></figcaption></figure>

### **Push event to connector**

This feature allows you to automate follow-up actions based on specific call events, ensuring that no interaction goes unattended.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfuSRIaANLaEyU_W5pz8vd1Gmyth8aJ8SwBoWh0YliLvm69Xm2yrBr-7TDY977fLb8oM5lN3yWuZMnE1ko1mmLA3ZVpVpWnvG2Et-GupvF9yxXXM6TuW-44Afqh6PHsuol-N4IDciOpUEmbX1oQRCC8Vblx?key=1qqFXlcKQC4QffFFDupvgw" alt=""><figcaption></figcaption></figure>

You can  set up a [connector](https://help.pickyassist.com/setting-up-guide/setting-up-connector/getting-started), either by creating a new one using the "Create Connector" option or choose from existing connectors in the drop down menu.

**When to trigger connector :**<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXe2sM4dnzzI7YHtOUkG5qZ_kwg4hMuHEQVC9C-09IYmTGS3A512MS14F3lzMbfnU7tre7AxmlCA_AClO_jx9hTIvkdTGBMLrY5vVCTKJ4aYqsrxPiY68sYDtfIGK8lrHo561yYXgMg-xrPSdtZyF73MBOXT?key=1qqFXlcKQC4QffFFDupvgw" alt=""><figcaption></figcaption></figure>

&#x20;The connector can be triggered by various call events, including:

* **Answered:** When a call is picked up and connected.
* **Dialed:** When a call is initiated by the user.
* **Missed Call:** When a call is missed by the recipient.
* **Not Answered:** When a call is not answered after ringing.
* **Ringing:** When a call is actively ringing on the recipient's phone.

This flexibility allows you to perform targeted actions, such as sending automated follow-up messages, or updating CRM records, based on the specific event that occurs.

For example, consider the case of a call not answered here. We can set you a follow up message for that contact by using the connector or we can trigger a chatbot from there and thus add a contact to a sequence in the follow up action.

\
Once all settings is made click on the "**Save"** button.

### User Setting

In the 'User Settings,' you can review all the information and settings previously enabled in the global settings option.

<figure><img src="https://lh7-us.googleusercontent.com/t0d4KEvUeGrENvAsH7BdzNEPMxdyfeKOvDQpXjIjnfOsfG2ZwaGwY3AqDO8iyUiK4QIe73iSg7f7FRVRT4Y-NGpN-QYRPJkKHcdu3GcQnEZlwL9ktfEXwa-sv5RCFzpPvjiSfoOZT_SwlfYVTQ-XoQI" alt="" width="375"><figcaption></figcaption></figure>

All the users added in Global settings will be shown here and here in the user settings, we can customize the users according to our needs by clicking on the edit option. Please see the picture below.

<figure><img src="https://lh7-us.googleusercontent.com/l8dX-9T7juXELENkSIAsdvCU3_d_JExFOdHd7lmWApuh1UV5yzHKbT0b-x2JJqTQ3T2GMpxcVRYbAh6eRzX6_DgEq-4hkOSHGKBN-RxZpxb9ksxeQDINCI0ffcwUCzhI9IeqJVu9puewWg453PWocxE" alt=""><figcaption></figcaption></figure>

By clicking on the edit option against each user you will be able to edit the settings for each user according to the customization you require and then you need to click on update.

<figure><img src="https://lh7-us.googleusercontent.com/Mi98iPkqqsmUobdNXLA_P-mBeRPZOyIHp4RoyT2ilNp1yPMvnl98yjfkOLu6y6GIjicrDjozJ76MaHAgCZbrbo7-n4cH6WLaKPlr_bn9qRtsK8Jx3iP8j-5UB9QRE9IRNqYw8vP1nr96b0FYx-qpB-E" alt="" width="375"><figcaption></figcaption></figure>

Under the Devices option, you will be able to see all the devices of the users who have logged in under the **admin**.

<figure><img src="https://lh7-us.googleusercontent.com/ADFJplZi60b4cWi5RRFUfNUYBsJRrSEByzv9PdaSLpz0C3HiHhY5jcoJy15yxktn2EwonUbx5OUK-tHvSAgu-tKIlhmX6tIP9wHiq_Nm01ls6LMdMYrCRu33X-aj_xkkvnP_75QCRz1MsbxRWqhV1LM" alt=""><figcaption></figcaption></figure>

In the last option labeled **'Stats,**' you can view the total number of calls, **(inbound calls, outbound calls, missed calls, call duration).** Please see the picture below.

<figure><img src="https://lh7-us.googleusercontent.com/6IEeGwfRpjB2GAAZMs7k7baxRF1XZLYNxIDwUz1qYVP8UZU0y4Z9mhns_7n6o0Zl1uIZzZkfslxeCKXriWNSaE9k2x90OXrnQOZWbjsFJavWzhVNMQ9X2RA0Vv2jwOqN82w_Pljc-dxRsqM-sH-E5us" alt=""><figcaption></figcaption></figure>

We can see a detailed graphical representation of the total calls made by the agents.

<figure><img src="https://lh7-us.googleusercontent.com/t9Lxcxgmnqnb2JU875hAz7RqSUhLz8VX9h923VzC29CvKtRYvKt97fSFJzA93jKNVH4zYveVUAVThJ5leczK1V-fBhcFvXxQ-jvzkl-aLBGXkqDtt4ctfHF6mh0-BDNX8dUhN531WykjLSOHPKzTJ0U" alt=""><figcaption></figcaption></figure>

We can see the total incoming calls graphical representation.

<figure><img src="https://lh7-us.googleusercontent.com/5FS3OQ61nCQaOIsV77M-coRFZ__ypCdydn7Qm5ZmInhGJaPvo9XCOvpaKR5_NfOzMTgKjZrfpoyP9IoYX5zFRH-yQd-HMdIsQMDfEnCCW_R4QkLlOdVh0OrkzLZ30IUGkpXjDG1ZyFQwcliZDqktldg" alt=""><figcaption></figcaption></figure>

We can see the graphical representation of the total outgoing calls.

<figure><img src="https://lh7-us.googleusercontent.com/dD_hiUCag1O22cS6I5F43Urm5iSWaEKxZ90Zp_GMDRCYT052NrxxzbIetck8UIhH4t4N-OH7cKnrXNBcGHDncr218ZmV169fFHT6I1abwh2pnYkqx7SqcngVfJ4NGt7ezHIIGmY8yux6oZL6VZ8avOs" alt=""><figcaption></figcaption></figure>

**Agent wise call table** here we will be able to see the **agent wise** call tracking for inbound calls, outbound calls and the total calls.

<figure><img src="https://lh7-us.googleusercontent.com/KUsUbou_CfxxYezSv9MgZsDOvoaTxA8NYhT8szCLagZXN4YoZlV1vBBNfZJagATx1ENAmprs0HFvueS-LO8XQeSFSgsKKwUey1zmXTOxfqNrUOrImEjbjuJCusypkMWyTf0wluTVlJDrofmfpJ0QtxY" alt=""><figcaption></figcaption></figure>

**Agent wise Call** here you will be able to see the agent wise Dialed, Answered and Missed Calls.

<figure><img src="https://lh7-us.googleusercontent.com/GGLqT2W1d7iXKfPgZOeucdOUW-Xxu3OG4qh87YTfXQmZk-fZvls1VeGX2PW0YZRjBA9TAPeoByJahjuD5TW4L-YTDegdc2fPsZK9Gx8-jOyyeQC1yWvL8JWekfEXXNvS5IVEFHXL3US0nJ4hU0qrjSg" alt=""><figcaption></figcaption></figure>

**Agent wise Call Duration** Here you will be able to see the duration of the calls by the agents. You can adjust the time to be in seconds, minutes and hours according to how you want to view.

<figure><img src="https://lh7-us.googleusercontent.com/9wHwlc5lg8DWlSIMrvM81A3J78WJcMljx2DYF44hRm1-p4zLnP8uk0f4YngqHsPSn1F3N-Z9AaOLGe3mERAhyqLBc4YI5QMawX8T-8eumPsFD001ZT4GQpdS0Jrd0GOvHylH9JTT981EK21BvwEH0Sc" alt=""><figcaption></figcaption></figure>

You can go to **more menus> organization> users** here all the users under you will be listed and you can also create users from here.

<figure><img src="https://lh7-us.googleusercontent.com/sTcUG_cgO-d3QXmk_tnKgr3fHAlTfZ9cm042B4eV2_2UfUjnikvciUpQDd1d7yly7lDeQaWr7KmP8mYnJaSFxa_H4d2sHQdgYrdZ6eZjsRPuWvcIhLWGzb91zyiZ3qigzsx4h_Ee-A1-uB1n_kOvk_o" alt=""><figcaption></figcaption></figure>

When you click on manage you will be listed with all the **permissions** settings for user.

### Call Logs Module

In the CRM we can see all the calls logs duration and the respective agents under the module call logs and further automation can be done by using the [**Work Flow**](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/workflows)**.** For example, we can add the follow up actions for the calls not answered situations by using workflow.

When a call is made while the user/agent is offline, it will be added to the Call Log module once they reconnect to the internet and refresh the module.. This feature ensures that all call activities are accurately captured and logged, providing users with a complete and organized record of interactions without missing any details, regardless of their online status during the call.

Here we will be able to see the the **Call Duration, the Sim used to make the call,the status of the call, Call direction (inbound or outbound), Call start time, Call end Time.**&#x20;

For example by seeing the Call log Module Admin can see all the details of the call made by the users under him such as the call duration, from which sim they have made the calls,the incoming calls, outgoing calls, call start time , call end time etc.

<figure><img src="https://lh7-us.googleusercontent.com/P9kmrB8p3dDOhk9a3hi915k_7xPaVH_rmqP-kWjE6EK3w75urSpEMDQu7m9l9sNNlvbwqvhYIIT5Ac4klbiHjv5Hn4tioHa0nU3k26Fc5E-apphLCBH1UqkNbOto7JNAEh1mosSJveeCgJaKloYgKtg" alt=""><figcaption></figcaption></figure>

We can also add record by bulk importing and if you are importing then under the source it will be shown as import.

&#x20;In the **'Permission' settings,** users can selectively grant permissions to agents, such as disabling public read and public write to restrict access to specific information for enhanced privacy and security.

<figure><img src="/files/1X8QBrWMinnuSQQqWPFS" alt=""><figcaption></figcaption></figure>

## Setting Up Call Blaze in your Mobile App

We need to install the Picky Assist app from the playstore and then enable all the settings.Make sure to allow all the settings before installing the mobile app.

Login to your **Picky Assist account> Profile> View Profile> Devices>Add Device** and click on **Add device** and a QR code will appear.

<figure><img src="https://lh7-us.googleusercontent.com/QAFBhf4ULBP4r6pb6f6d1bmljNHnkmorqJ4zFS_5FCMGxFOTm1YaLODFgZvjA1wHdUucAk-o4djDo3IGjQt16ga8JCBkYftUH-6SXvnO-fRFYnbOex01UtnVdFxhhkBmC6l-6WGPRqol1tZEtiCym0E" alt="" width="375"><figcaption></figcaption></figure>

When logging into the Picky Assist mobile app,You will get an option to either login directly by putting in your email id and password or you can login by scanning the QR code and you will be able to login and another window will appear with the device connected.

<br>

<figure><img src="https://lh7-us.googleusercontent.com/unArlR6DDr9wCU50FRzr1ySANOvCV4syhm2tZBc_ZVYYdE69Aw7sC7q7pSc7wo_s_eg2JKOlr-xVsMAJ6jUatyyD8hMdvHoWWFhXdXZji7zIy4dS3wbAvHjrFj-ARIxpS6AfdgnQ68qmKQKtgE4GI_E" alt="" width="375"><figcaption></figcaption></figure>

<figure><img src="https://lh7-us.googleusercontent.com/oHalSK4OOvav-TiPaSO4e7rWWw4r5cP9q81p8gbjyaG898JKXMDgTMszZZw2CucTQfrrdPBjp375PsFOhdPDk0pgfIf8t7pc42nCT8aUPG98i4k3YqLK5wJ04FDyptQmdA2kjefsGyvpf2rr5XgheYA" alt="" width="375"><figcaption></figcaption></figure>

Click on the navigate button located at the top left corner, go to '**Settings**,' and under the '**Phone Syncing**' option, choose which SIM card to sync with the app. You can either select both SIM cards or choose a single SIM based on your preferences.

<br>

<figure><img src="https://lh7-us.googleusercontent.com/72sRgrmmqKox-nE39gPw6OYCTipvfBFtu7egYB6BHfzzgMzHPtwAG2pS6jLoRq1-BhIb-lvtEIhRzn3R08etYwM1z9Kt-VwHs9njmH3TknFiHy5Db5sgM8i9_pNjh6LUeQ5QCAsbpz6iRBurBhFAWVA" alt="" width="375"><figcaption></figcaption></figure>

Here we need to select the **SIM** for configurations and you can select which sim you want to connect with Picky Assist

<figure><img src="https://lh7-us.googleusercontent.com/2FtUXytBlx8lS64nrQJEjqCj99OCdLVyiS4goUg4bIre68J0a9jVn4jVfGSV7T8_NCtuA0vtCoCedljm6pdTQJR4HzwoWBNE2AUA1JQ-z97_RgO5UjYZzpIaXz-sy77i3cYWMdwA3sIv7Mucoe-Y6-Q" alt="" width="375"><figcaption></figcaption></figure>

In that you need to click on **click here to view configuration** and then another window will be opened.

<figure><img src="/files/g33jOxiOwdtcN0rrpARQ" alt="" width="180"><figcaption></figcaption></figure>

Enter your phone number with the country code in the Phone Number field and click on the **Configure** option to set up the selected SIM. When you do this, another popup will appear asking you to dial **111** to configure the SIM from which the call is made.

<figure><img src="https://lh7-us.googleusercontent.com/XtBSUZipyyMh5LV3HrvMt--CSZNwZhcvimJ4gEgBvdXt74W1F_XIlr_E-g40WtSvzAlzAkp3EpDXd1dzb-nQqb7zhsduXoGzeqFN_ysb7yYqHtfSptywmE-gQEEQRJ5APG06kPzF5yV4wG0PwAzoSl8" alt="" width="375"><figcaption></figcaption></figure>

**After making the call you need to get back to the app.**

<figure><img src="https://lh7-us.googleusercontent.com/ykbhxftLotpC2BroF_-YR8vwMmRxix1gofVahsyuiWMNqwsy1Bj8cwexYNwOAXEKpVkP8vtWxxiSckyI8Plz5EQ91vbV6gWFU8aFjtU7HMOe9wpy1x3rhWx2mkZDcjjaZQ3jo1Ni6f7jSubuGDJK2q4" alt="" width="375"><figcaption></figcaption></figure>

You need to click on the **save** button and then close this pop up and the SIM you want to be tracked will be connected.

<figure><img src="https://lh7-us.googleusercontent.com/iUgnDwH8LByZFqxp87ucrPvSPqrZhNR0A_Ro4LF1BnQ170BvfWfKJkNVq3qbpeeEQo76-JxNBRfvwR2dD60hnQA2vuKrvBeBiAPHhu3csSPIwmPILgmkBMzVcQ-Q_rdwoh0B7_Y3m865PUVP9jJ7kok" alt="" width="375"><figcaption></figcaption></figure>

### Prefix/Country Code

When this setting is enabled, enter the international prefix or country code (e.g., "+1" for the USA or "91" for the IN ). This prefix will be automatically appended to outgoing phone calls, ensuring they are correctly formatted and added to the CRM with the appropriate country code.&#x20;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfY5Rl6QhqYOIhhSEuia1-RbdazNdq_F5b7UA-FlLSnTqqLci5IbSm3aMw16fb8yZUuGICDiU1fgbHY3AIi2iz0byjUt799mvDBiERCRtrs93PhzkvE-4ndjdPxCFLEthLuGOtW9H9ezB_wKtXL3zFcNQnn?key=1qqFXlcKQC4QffFFDupvgw" alt="" width="375"><figcaption></figcaption></figure>

**Phone Number Length Without Country Code:** Specify the length of the phone number excluding the country code. This helps ensure that phone numbers are validated and synced accurately within the CRM.

**Ignore Prefix for International Calls:** The "Ignore Prefix for International Calls" setting controls how international call prefixes are handled. When enabled, it disregards the predefined country codes during call tracking. Ensure to include either the “+” symbol, 000 digits or the correct country code when dialing international numbers to ensure accurate tracking within the CRM.

#### Quick Actions

<figure><img src="https://lh7-us.googleusercontent.com/FIOi5pcc08QHAKfCbAMP2yL7XR3_Ma0ntNYxdyZdiHz2NWfF4MRzGfVujdQKHtTY1pnhsK_9G0DY3Zx4i6akJZQrJwSRIeUIvo8_nxV5ysC65s5T7gCMJxiSXhPw1zo_Q47SD2_5Z2BOwMMZ2ET-rJc" alt=""><figcaption></figcaption></figure>

**Copy to clipboard** is enabled then the number will be automatically copied to your mobile phone's clipboard.

**Notification** When this is enabled, you will receive notifications in your phone for calls made from the CRM module.&#x20;

**Dialer :** When enabled, making a call from the CRM module will automatically redirect to the phone's dialer with the dialed number in the CRM.

**Dial**: When enabled, calls made from the CRM will be directly initiated from the connected phone.

**Follow-up**: When this option is enabled, after every incoming or outgoing call, a "Follow-up" pop-up will appear. This allows you to view the contact’s details, add a task with a due date, and, if needed, can include a call summary. The task will be available in the CRM's Task Module and also associated with the record in the call logs.

(Please note that  this  will only function if you have granted the **'Display Over Other Apps'** permission)

Now every time we make a call a pop up will come in our mobile.

<figure><img src="https://lh7-us.googleusercontent.com/ZAnjOwaA73iQNbxAaSbFc0Cv5xqaFjHjSj4_nBZPp-Qut8WaeCsvCzc9Th3MtoQkPxdM6ImFZ7ns00KrS2DYjmI1Yx_EbzRBp6GgkjUJ2FcdgtO1w9fn4fE-M9kIp59wnTJdW9dKyaHPcXz7NVNSW6Q" alt="" width="375"><figcaption></figcaption></figure>

### Mobile App Permissions Required

**Please note that there are some permissions required which are required for the mobile app which are listed below. Please make sure that the permissions for call logs and phone should be enabled.**

<figure><img src="https://lh7-us.googleusercontent.com/qUr1EnMMLXeEwYvhYdSjyQtzEi6KnUVe4bb-oapPv6ihzQlkQDgRjDMAZl1KnpeSlRNzFdROKs00B9yHnbkBQLrzXQCXJDLROH3dl31Xa8Z9sSZl6LTSi0Reemb-eHJBJ9Zf8Ad2ttHm0INGjSKCm_k" alt="" width="375"><figcaption></figcaption></figure>

**Notification, Microphone, Phone, SMS, Call logs must be enabled always. Display over other Apps** should be enabled for follow up actions

{% hint style="danger" %}
**Please disable the battery optimization for the app (see the picture below). If battery optimization is enabled, the app may not function properly in all scenarios, which could result in missing call logs and real-time notifications.**
{% endhint %}

<figure><img src="/files/NzlYTcJfKlTOf4gBG0qJ" alt="" width="360"><figcaption></figcaption></figure>

### Setting up Followup Action in Mobile App

It's very important to note that when we configure the follow-up action for a user, we need to enable these permissions in the mobile app to activate it :&#x20;

{% hint style="info" %}
**Before getting started, please take a look at the** [**Task**](/setting-up-guide/setting-up-modular-crm/task) **Module and how it works.** [**Click here to read more.**](/setting-up-guide/setting-up-modular-crm/task)
{% endhint %}

1. **Display Over Other Apps**

It's mandatory to enable the permission "**Display Over Other Apps.**" The mobile app will show the follow-up action popup only if this permission is enabled for the app. Otherwise, it will not display the follow-up action popup for inbound and outbound calls.

<figure><img src="/files/soWaDXuNyI33cZT1DA3C" alt="" width="188"><figcaption></figcaption></figure>

2. **Follow-up Quick Action**

Here, we can partially enable and disable the follow-up action, as there may be cases where we don’t need to add a follow-up for every call. Therefore, we can adjust the settings according to our requirements.

<figure><img src="/files/SEvuDkpLMg2QFVThI5JL" alt="" width="188"><figcaption></figcaption></figure>

Once we have enabled the mandatory permissions, the follow-up actions popup will appear on your mobile screen for every incoming and outgoing call at the time the call ends. This allows us to add follow-up tasks and an additional call summary for each call according to requirements.

In the follow-up action popup, you can add a follow-up due date and time, as well as an option to add notes (call summary).&#x20;

see the below picture:&#x20;

<figure><img src="/files/rStgCcdYEaaTviCv0Tps" alt="" width="188"><figcaption></figcaption></figure>

{% hint style="info" %}
**Note : The Follow-up Action popup will appear only for calls made using the SIM configured in the Phone Bridge user settings.**
{% endhint %}

### Make Calls from CRM

We can make calls directly from the CRM if CallBlaze is set up. For example, if a sales agent wants to contact leads, they can easily click the call button next to a lead's phone number in the CRM. This feature makes it much simpler for agents to reach out to potential customers without having to switch between different apps or tools. By keeping everything in one place, agents can save time and focus more on their conversations, helping them work more efficiently and effectively.

To initiate a call, click on the phone icon next to the mobile number field (See the picture below).

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXf8bKTgZWh45_swJRzjSDPzJc4WxbG4-Xyxq7jKCi55VDnXQs4wwHQmDzBFv_6WIqd5fYlLne4j9Jbc9K-HoWsPDu9bF9pXlhnNaTkI0OQmgnc2AVoFKaAVm7raw9n6j29MHVp2BN68h8quQPNH8qURFThn?key=zOJNfA-ULsmcPOfZozeupg" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
**BEFORE MAKING CALLS FROM CRM PLEASE NOTE THE FOLLOWING :**&#x20;

1. **Ensure that your CRM Module has Mobile Number Field.**
2. **Call Button will not be shown if there is no Mobile Number Field in your CRM Module.**
3. **Please make sure that phone permission and call logs permission is enabled.**
4. **Under Quick Actions, ensure that Dialer, Dial, and Notifications are enabled. If using a dual SIM, notifications must also be enabled to view call request notifications.**
5. **Confirm that the connected mobile device has an internet connection to successfully redirect calls made from the CRM.**
   {% endhint %}

**Calling from CRM Modules**

When a single SIM is configured and the **Dialer** and **Dial** options are enabled in quick actions, making a call from the CRM will directly initiate an outgoing call from the configured sim.

When dual SIM is configured and the Dialer and Dial options are enabled, making a call from the CRM will redirect to the phone’s dialer, allowing the user to select a SIM.&#x20;

**In case if the phone is locked :-**

* For single SIM, the call will be initiated directly from the configured phone, even if the phone is locked.
* For dual sim users, a notification will appear on the lock screen.

#### Global Right-side Menu for Call Blaze

The Call Blaze Menu can be accessed from the right hand side of the Menu Bar in the Desktop as well as the Mobile app. By using this all the incoming, outgoing calls can be listed. In case of an agent if they are granted the permissions then accordingly they can also view the call details from the right hand side of the Menu bar.

<figure><img src="https://lh7-us.googleusercontent.com/n-MHTbjewjIbm55uVGa3fyl2OmRLEjWcfqMFQvpJAw1dgeoaTxd-lGEadrs88Fk_q4WWN-qxITADkiNuH7OsdFyrU5m102rB7D2ahKjEF8dP7xot_J0axpHdBB06o-Ni_ycKvARdhmlY-mqb1Icogq4" alt=""><figcaption><p>Call Blaze accessed from Desktop</p></figcaption></figure>

Here by selecting **filter** we can filter the calls and know on which day how many inbound or outbound calls were made and we can click on apply filter.

<figure><img src="https://lh7-us.googleusercontent.com/qC36Y2SFghYye_nWIEC7yxZdBOpXXc8VaoyD0JVoDVX6i9TN2NPDGA6Zt1QPo6-kgrKd4KWMwGkTeNz9FrQWadFfZQBMuHAyTSWrjuRgsiwpOnpnUYrR9ayvKqmPc8vNSEcFjjkDJ3C93Ip1m0-zlV4" alt=""><figcaption></figcaption></figure>

By clicking on the **Dialer** option you can directly start adding the number. After adding the number click on **Submit** button to Call.

<figure><img src="https://lh7-us.googleusercontent.com/W_AxEnfhZKwSQCBPQ_ywq6-b_axCzPTV2pANxidhKYB_HsVozzUuJfsIz50al5wyCAGhWfawcLIKgklfNpm5VDHLqIHuZMo3hwOQlcfPBCN-j8PoSdiDxjJASOAegQixsGGm1Z_MeA813jfSZaHif1w" alt=""><figcaption></figcaption></figure>

### Desktop Notifications for Calls

The system will send notifications for every inbound and outbound call. You can see these notifications on the desktop when you dial a number or when a call is received. For example, when an agent makes a call, both the admin and the agent will receive onscreen notifications displaying details such as contact name, mobile number, Call Duration and Call Status.

The system will show Onscreen Notifications for :&#x20;

**Incoming Call**: When an incoming call is received on your configured number, a popup labelled "Incoming Call" will appear, showing the contact’s name, phone number, and click the **Open Contact** option to view the contact's details.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeockthLwo2W00pXOhpsAHM9nNp93BlpHJHuqfwN9uPxIBELqYMonD4TNaeixixuu3G6irXE2wI636z9bBuZZ2kn51_3AvB3Ob3TB28nj6_kKmPfb-dKk7RQ_aD08n3abppRGfBQ5wuY10DqC78VBo3eoux?key=zOJNfA-ULsmcPOfZozeupg" alt=""><figcaption></figcaption></figure>

**Outgoing Call**: When an outgoing call is initiated by the user, a popup labelled "Outgoing Call" will appear, displaying the call information.

**Call Ended:** Once the call ends, the popup will be updated with the call status, indicating whether the call was answered, not answered, missed, or rejected. If the call was answered, the popup will display the call duration. Additionally, you can add a **Call Summary**, create a **Follow-up Task**, and attach a **Voice Note**. The voice notes and summary will be stored in the Notes , while follow-up tasks will be available under the Task field associated with the relevant record. (See the below picture)

<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXe6nHEaIb5YaApQ8bNpGtOUD8kqOsbq-0tctqeI_EtmBWTmdhA9AGh0d5pfbaRqrfU8eDFxtTDqi9jHQsS0daN_M0kVm8MbKpjf4utZea0fF4nTHesi-e_RNTPePyx6W6qv0440LV6BicKvOMzo7qLOAI13?key=zOJNfA-ULsmcPOfZozeupg" alt=""><figcaption></figcaption></figure>

## FAQs and Troubleshooting Steps

Here are some frequently asked questions along with troubleshooting steps for using the mobile app and Call Blaze.

#### **What can I do in case calls are being tracked, but the country codes are not appearing with the numbers in the CRM Call Logs module for outgoing calls ?**

To resolve this issue, please check if whether you have configured the Country code to be appended along with the phone number while making outgoing calls. You can easliy configure the country code and the phone number length wihout country code under Phone Syncing settings on Mobile app Left side menu.

#### **What can I do if I am experiencing issues such as app slowness, crashes, or infinite loading ?**

First, if you are experiencing any issues with the app, please check the app version in the left-side menu bar. If the app is not updated, please update it from the Play Store and try again.

If the issue persists, please try logging out and then logging back in.

If you still encounter problems, please uninstall and reinstall the app from the Play Store and then try again.

If the issue continues after trying the above steps, please report it to <support@pickyassist.com>&#x20;

#### **What can I do if the phone calls are not syncing into the CRM Call Logs module ?**

In this case you need to check the SIM configuration first that you need to check that you have configured the correct SIM or not.\
\
You need to check that all mandatory permissions are enabled for the app, such as Phone and Call Logs.

You need to make sure that your device is connected to the internet.

#### **I have configured and checked all the above settings and troubleshooting methods mentioned, but I am still unable to see the call logs in the CRM.**

Some Android devices may not support the call syncing feature. If that is the case, please report it to <support@pickyassist.com>

#### **Is Call Blaze able to track WhatsApp calls ?**

Currently, we have no option to track WhatsApp Calls.

#### **I made calls while my phone's internet connection was lost. Will those calls sync to the CRM or not ?**

Yes, all the calls you received will sync to the CRM once your internet connection is restored.

#### **Calls are syncing properly into the CRM, but after some time, the call syncing stops. What can I do ?**

In this scenario, please check the Battery optimization status for the app. If it is enabled, kindly disable it and check again.

#### **Why am I disabling battery optimization for the app ?**

Battery optimization can prevent the app from functioning properly on some Android devices. This may cause issues with syncing calls to the CRM and real-time notifications.

#### **If I don't want calls from a specific agent to be synced to the CRM, what can I do ?**

In this case, you can partially disable the call blaze status for that specific agent by going to **Channels > Phone Bridge > User Settings** from an admin account.

Another case is when you want to delete the complete Call Blaze configuration for an agent. From the admin account, go to **Profile > Devices**. There, you'll see a list of all your agents' devices logged into your project. Find the specific agent's device, then click on the **Delete User** button next to it to remove that agent's configuration.

#### **What to do if you are automatically logged out from the app ?**

In case you are automatically logged out from the app, please go to **Profile** > **Devices**. There, you can find your device login details. Click the **Disconnect** button to remove that device and then try scanning the new QR code to log in.


# Connecting SMTP

Learn how to connect your email with Picky Assist

SMTP means Simple Mail Transport Protocol the technology behind sending and receiving emails across different email providers, as SMTP is a global standard in sending and receiving messages because of this global standard we are able to send email from our Gmail account to a Yahoo email account as both the company make use of SMTP protocol

Picky Assist allows you to connect any SMTP email provider account as an email channel helps you to send event-based transactional or marketing emails&#x20;

{% hint style="danger" %}
**Kindly note Picky Assist doesn't offer any email delivery services so you must connect to any of the email service providers with Picky Assist in order to send messages**&#x20;
{% endhint %}

## SMTP General Configuration Settings&#x20;

You need to fill in the SMTP settings in your Picky Assist account under Settings -> Channels -> SMTP [https://pickyassist.com/app/settings/channels](https://pickyassist.com/alpha/settings/channels)&#x20;

Click on Connect button as shown below;

<figure><img src="/files/qKwq9XDKz4MaUz9VjYkW" alt=""><figcaption></figcaption></figure>

You need to fill in the correct information as provided by your email service provider in the popup as shown below;

<figure><img src="/files/Xv9tcgRqNWwDcuM3G6qU" alt=""><figcaption></figcaption></figure>

<table><thead><tr><th width="345"></th><th></th></tr></thead><tbody><tr><td>Channel Name</td><td>You can give a name to your email channel which helps you to identify this later</td></tr><tr><td>Channel Icon</td><td>Select any channel icon which will show you wherever email channel selection is needed this helps you to identify the channel quickly </td></tr><tr><td>Server/Host</td><td>This is where you need to ask your email service provider mostly it will like mail.yourdomain.com or smtp.yourdomain.com you must ask your email service provider for this info</td></tr><tr><td>Port</td><td>You need enter the port number from which the email are sending, your email service provider or server admin can give this information </td></tr><tr><td>Username</td><td>This will be your email address </td></tr><tr><td>Password</td><td>This will be your email login password</td></tr><tr><td>Security Protocal</td><td>Your email provider can give this, it could be either SSL or TLS</td></tr><tr><td>Email Encryption </td><td>Your email provider can tell whether this setting is to be on or off </td></tr><tr><td>Require SMTP Authentication</td><td>If your email provider needs the SMTP to be authenticated then you must check this field </td></tr></tbody></table>

## Connecting your Gmail Account&#x20;

You can connect your personal or business Gmail account with Picky Assist using SMTP, you need to follow the below guidelines to generate your SMTP settings for Gmail then put them in your Picky Assist account under **Settings ->** [**Channels**](https://pickyassist.com/alpha/settings/channels) **-> SMTP**  and fill in the below details in the popup window;

<table><thead><tr><th width="345"></th><th></th></tr></thead><tbody><tr><td>Channel Name</td><td>You can give a name to your email channel which helps you to identify this later</td></tr><tr><td>Channel Icon</td><td>Select any channel icon which will show you wherever email channel selection is needed this helps you to identify the channel quickly </td></tr><tr><td>Server/Host</td><td><a href="http://smtp.gmail.com/">smtp.gmail.com</a></td></tr><tr><td>Port</td><td>587</td></tr><tr><td>Username</td><td>Your Gmail address</td></tr><tr><td>Password</td><td>Your Gmail address password or app password (we encrypt and store the password)</td></tr><tr><td>Security Protocal</td><td>TLS</td></tr><tr><td>Email Encryption </td><td>On</td></tr><tr><td>Require SMTP Authentication</td><td>Yes</td></tr></tbody></table>

After filling in the required details click on the **"Save"** button&#x20;

## Generate Gmail App password

If you want to connect your Gmail account to Picky Assist, you may be required to use an App password instead of an account password.

### Create & use App Passwords

\
If you use [2-Step-Verification](https://support.google.com/accounts/answer/185839) and get a "password incorrect" error when you sign in, you can try to use an App Password.

**1) Go to your** [**Google Account**](https://myaccount.google.com/)**.**

<figure><img src="https://lh6.googleusercontent.com/kVTYocBz2HXM414tgrYKLg62VxGi6k5UpRI467oEdDFoftLd-ZZKalAnCsg_5Blc38gPHXup68EZWy0KwOHGg25Kk-Uey0PNiZQWwSnWWwRhDMYfCf5SjyzRYVxcGKR-dF4lVd7BZCOhwL3lUYJyVss" alt=""><figcaption></figcaption></figure>

**2) Select Security.**

<figure><img src="https://lh6.googleusercontent.com/fNPiuBZSw1oXDLjiBok1UagrWCbGi-oKwal5oMXLPXJEKhjV3smFNDTvJc-qBfYNwunHL2CC7KPnYPoJg9RHRMNCe2FzftHCl3uP1tx77dCOiD2o8RI-SKzDKMqFwFCP5JsjZ8-__YbDu_pI1YLdiV0" alt=""><figcaption></figcaption></figure>

**3) Under "Signing in to Google," select App Passwords. You may need to sign in. If you don’t have this option, it might be because of below reasons;**

* 2-Step Verification is not set up for your account.
* 2-Step Verification is only set up for security keys.
* You turned on Advanced Protection.
* Your account is through work, school, or other organizations.

<figure><img src="https://lh6.googleusercontent.com/JoP125Qzz_o24NlDTb1gFN41Tz46DeeW6W8ftsWtT3K_fvS0rwFH-VEGIdk4gq0k6ygHgmHEbxXp0BmaYvlEgQ2NJ23WDFphjOvxYyo_Dm0dQ72fbsU7UG0Oli_99fFXLir1VCBAH1dGGCR6iaGxALg" alt=""><figcaption></figcaption></figure>

**4) Click App Passwords**

<figure><img src="https://lh3.googleusercontent.com/PatPNeTBtOqJrl7KIfyWruKsOXMobAzmdSmnDLYeScoohVWIJ7mfx-uBJwGpsV8TH2TGMx674-NR-03Fvd_OiYOuEfO2DeJ8YuCBJ0UJl0G2bbgtuIXs3mHVuezZdWqOSqYXzeYsvv3L4p_sBYsA3Ek" alt=""><figcaption></figcaption></figure>

**5) Login to your google Account**&#x20;

At the bottom,&#x20;

&#x20;  -> choose Select app and choose the app you using

&#x20;  \- > Select device and choose the device you’re using -> Click **Generate**.

<figure><img src="https://lh3.googleusercontent.com/E5uKAgzlr24uPnDylMDG7mFdV8sdv5jmptG_R14Id_ihGOK67cddNx6eTnhQmKpZXAx1dadGNGgeHDJ5-I7WTrEExZsNNt_-dmFbAO1wdjffnBPO8YlMyIUMD0fgK5ZLJgC52HvkcdYG6qGFEnXbArU" alt=""><figcaption></figcaption></figure>

**6) Follow the instructions to enter the app password. The App Password is the 16-character code in the yellow bar on your device copy this and click on "Done" you need to use this password with Picky Assist**&#x20;

<figure><img src="https://lh4.googleusercontent.com/EEIGzcQFoRvd4D_gQCczNwnRxUBD5NP7bLsLWYPb_CqGYMkkUrO8I2-TwneCgCpNnrhCbmxmpfv5M7rhWH3UKPL8U_KqwU9B0V2Ydu9nbCwmERAHpKgjOTdQscRVEXbTehAtShA1wgqfcElwFpWiOfM" alt=""><figcaption></figcaption></figure>

## Testing your Connection&#x20;

If there are no errors you will get an option to test the connection as shown below;

<figure><img src="/files/5JKBItm2AnMF4QzAbQaY" alt=""><figcaption></figcaption></figure>

Click on **"Test Connection"** and a popup will appear on the screen as shown below where you can enter the email address to send the test email, if required you can edit the email contents or try sending attachments by passing a public url of a file

<figure><img src="/files/1q6Qjtz64QuPQM0fFBhE" alt=""><figcaption></figcaption></figure>


# Connecting Amazon SES

To use AWS Simple Email Service with PickyAssist 2.0, you must have an Amazon AWS account.

1. **Login to AWS Console.**

<figure><img src="https://lh6.googleusercontent.com/bMNuGdba6PS7fUmVIk2QQDaLuzDDDy4PQGAZ8ikIjH4JWjdymg7ZXaYFvp4MQLXfdd8EH8cpggqW4PXKoUmVijFKYMpVe0jjuSK6mCkMXGivIUuX_ooH7e-oAtohm-zQuLtUSKrNCRLAcMeAhDl-eSReOnYNG2Gk6SuFUxwfnPA9L9L0Wc1UAMIbzm1Q-A" alt=""><figcaption></figcaption></figure>

2. **Search for SES or Simple Email Service in the search bar.**

<figure><img src="https://lh5.googleusercontent.com/0-N5eYyjYgJclhWcBfAz6kN-nE8wRnv4GcwMpxvwb3n3M499xt_RCnT9PjtJqFuZIZrllV3J80Q24lDV4jjDFUftBUEkxAWChjsH5sv-aIdFZt6mYXmFarJSkaSwNQpxB4lunVeGdpeQkfgWM3owyMiSHebq7qZ2hxLLa3i3AZS9-JXeQhOryV3VmTCEKw" alt=""><figcaption></figcaption></figure>

3. **Select SMTP Settings from the left side menu.**

<figure><img src="https://lh5.googleusercontent.com/psL2hyd0rU3VxxpES8eObdnIvvwfoDwTy0h61WzyWzTGSnJnw8X_48-HFz8YmGVAAdGpHi4pP9qjpcngdgb-0Fj3Md5Eda9UP-g6vrHOKX91ZmQivF37-ufX-u1HEmFrtcX5GV2Uzi_J_tpVW2-F7YLGuutIKA-1er77jvkI0Wto-OTZ8I3iJYX-Uus1rw" alt=""><figcaption></figcaption></figure>

4. **Click on “Create SMTP credentials” note that the SMTP Endpoint is also available on the same screen which will be required to connect AWS SES to Picky Assist**

<figure><img src="https://lh4.googleusercontent.com/Cz1NmXai1-4gLCFrY0dMNZFQTnO-x8OrXvRHtp5mzI9CA7jMGB9DJpnsejIeQmTjFLr3f_WpQx2ANRlGwtQFTsWbpdA7s3X14jNBx8YGRfwSooZeDKtF54qQravDdVtRaIR6tk0qGFXq-DceCe--Fb8gjLuQ8N2wiq2d1ir3oOg1aHz5m5DJpiKlOlTA0w" alt=""><figcaption></figcaption></figure>

5. **Enter the ‘IAM user name’ and click on the ‘Create’ button.**

<figure><img src="https://lh6.googleusercontent.com/U-JfwaOvl5jVZmsl4DRvslZqbtEJVRzk7EblbYGkmLva3Jhv9bbUd_vLmMlWQo9CB2QXaQFlh3XzaRJIxaPLz-NGYKloXIPPMvQ2oPRrtoLLkJdQ6BrxLki7B8ZWu-g49AoOFyWj9ub31DK_xz6lxU_XWCaP047H7VE7n_GI6aSgf9iH9T7UFipiOLIRdg" alt=""><figcaption></figcaption></figure>

6. **The SMTP Username & password will be created, from this page, you can click on ‘Show User SMTP Security Credentials’ to see the credentials or you can download a copy of the same by clicking the ‘Download Credentials’ button at the lower right corner.**

<figure><img src="https://lh4.googleusercontent.com/jYMNks-7nX7iMLwmRLS4MLwS8Tz2nVCHcKiBRO09JqfPQdpKWMRluvV5nlOzSgWN-dsH_QYddU_Uft_EiwHGC_20L8bXpAWR6rjCO60IHpoPWLeemCQaRz0n6mYS6oZNc_x-30TWKv1PwNvPD-VokFWhSbaBzsWiEehXvAsOJ70UscpB65KAb6SDttNoIw" alt=""><figcaption></figcaption></figure>

7. **Now you have the username, password & SMTP endpoint, to use SES we need to create an identity that is required to send the mails. To do so, come back to the SES home page, open the right-side menu and click on verified identities. You’ll see the below screen, click on the ‘Create Identity’ button.**<br>

<figure><img src="https://lh3.googleusercontent.com/svBPjuSH71yOvVey41GOM0M4dfKDVN7U4hb8pLcMIchX-KKAY5vaDwR2Tgig7_K3YTaZkUguBmn7llq-BGHNYGfaV2FS2t6nau-RfVHNrPxGapRvmpZAI3GKRQCh8QBKfiKc0_86WtJPVCWcdy6qPnsO2d2Zdt0RzZKkSw9pJKsnvMD2Rt2abxmr5LuNEg" alt=""><figcaption></figcaption></figure>

8. **Create an Identity by entering the email address into the Email Address field and selecting the type of identity. If you want, add the default config. Set and tags which are optional.**

<figure><img src="https://lh5.googleusercontent.com/oWG-xVCKk-EnjPxYEHUzpG2yxtvtb4d7THnNW6umeutfq7mVVqbfAlgC2552cVlsNNZofKGU20s4PLxTGOm4zsGts3EZbvGziRJ1M5WQa4j9qAnCAQNbpQyVge6m66LF2SL36l6P7vfD6289UR6cGFd9d71hIpaIAljk2WwuF80SA_zLSqfT4wBq5kdMKQ" alt=""><figcaption></figcaption></figure>

9. **The last thing we need from the AWS console is the config. Set name. To create that, go back again to the SES home page and open the left side menu, click on ‘Configuration Sets’.**

<figure><img src="https://lh4.googleusercontent.com/QnQvxmxj_Ecjk9Sr58YTUJFUjfEjT8NkA1YbQG0ltOxNsVBSUtOYvFrHkvQ6aDCtPtl6wVluBhDwrXoHEAn9G4tezqcOJ_RuwbRPQ17z--qAWrKPo1iC_X06lHEI3OoT9Bu2kWdWeugJFAGdtqCTxMsW7enoOLEkapaMlCleEktUdUjqrKb3t8ddGmUVhg" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Create & note the config. Set we need this to connect the Amazon SES with Picky Assist&#x20;
{% endhint %}

10. **Go to the PickyAssist account, and open the channels page, you can find the menu on the left side under the settings menu. Click on the ‘Connect’ button on the Amazon Email Card. which will open a popup where you can enter the settings which you grabbed from the AWS console. You can customize the channel by giving another name and by selecting another icon.**&#x20;

<figure><img src="https://lh4.googleusercontent.com/GZtmW7nmsJJqRAIaUWPDwTE20N8hv7HjIdtL9raiMvtcgPgMh12Tt51sGrBYANv0P6o9o0sM0NQ_7aV4OH95qL5Ku6COzhlJsqAA5NYoofNzTZHf3Nsa8xBon2JuLEbw6p60hF6ErKU7pA8aavFdPDIlgB4BYYKwXwtGlz-bAxXVXd8Hxt14VlwthM8g0A" alt=""><figcaption></figcaption></figure>

### Voila.! You can now send emails using your AWS SES account through the Picky Assist Platform

<br>


# Connecting Sendgrid

Connecting Sendgrid SMTP Mail to Picky Assist Platform

To use Sendgrid Email Service with Picky Assist you must have a Sendgrid account.

**1, Navigate to sendgrid.com & Click "Sign In" . Enter the username and the password & Click "Log In"**&#x20;

<figure><img src="https://lh6.googleusercontent.com/VGmmSkP3kJ1M9snp7jeTvhe5r-WbkFqqAp5CbwQiswvVhZYy-J1Icx1qzB0jP3MksVRarYR14OcPjEhude6fI5rVvcIStazCAUaz2OIYN-c22LHCXwdq72GKDLdMxAQhrdBJZnq7y-7zfdj7OieSNrg" alt=""><figcaption></figcaption></figure>

We need to create a verified sender to send the emails, you can either verify your domain or a single email address, to do so, click on the ‘Settings’ menu from the left side menu, and select ‘Sender Authentication’. Verify your domain or a single Email ID by following the instructions from the site.

<figure><img src="https://lh3.googleusercontent.com/gmZMKyRYX09yWPzKOpRxwQ-rRTprzncMGlQdH4Rn3uMVnHqzXeVxb41t-g3a4BWgjW6ijpMAk7q7KdZIr50onfr1OCykrWyEcTZdcObtD9_4T1lE252WaKPm8xNP0Q535lplcjpkxDtkGGTloqij16U" alt=""><figcaption></figcaption></figure>

<br>

**2, Click on the "Email API" menu at the left side, Click on the submenu "Integration Guide"**&#x20;

<figure><img src="https://lh5.googleusercontent.com/amOpp-lPKh3pWxuTwCttE-Zzz_yZI9paOi3f-4z7h-qnbwlCBxREH9AHTUKELds2-oLKsJWGEHtEyZmSMCOr1RjS5TjAhz6jkgyaevPdk6_4ru1gSF8WDgwiteHGp0I18ecgU5WdqA2XINyhxN9W-Q8" alt=""><figcaption></figcaption></figure>

**3 Click on "Choose" inside the SMTP Relay card.**

&#x20;

<figure><img src="https://lh5.googleusercontent.com/tgi4wuPJq5cEXsj9OiN7ylc7bAzym9dyTgwAnVpIqQW3bnv_rYM2Q40T693f6QnUYwZEXqUrVPfIFoeCzHuIGbTqjtTy_nkEVJUHCwXYLxu5zD8gwegOQPtE_WKCBIwERmajP58l0vqPXs_nmpcc2lg" alt=""><figcaption></figcaption></figure>

**You need to generate an API key to use the service, Enter a name in the "My First API Key Name" field and click on “Create Key”**

<figure><img src="https://lh3.googleusercontent.com/YRrDMVse_x7j9ILIAjNZ36hmdnTU6OZwOES5VQjdNNZGgATJT5IaR-BJm2SqRsG-VfmFLWwqhCuetO0a36jl-qjp_qAuIL1FQchxPC4UugJTrz3eEWKg9-jZMUCuo4pfZFExzqS4XPApyrNdrfBwUjk" alt=""><figcaption></figcaption></figure>

**Copy the generated key.**

<figure><img src="https://lh6.googleusercontent.com/Ju46XK9TXehbuUbtSh9hddbtZ69QGNNblyn4Ch6XiOyujatS54kfrdbzIRRQCH6amdXR5akFFnQV7opQdSw_T7TVjkkGsM2Dp_WddDJ3fv0RzRWZxgaXvDSTTw7OVggoCXWP1j2exDjO58EuK9JB3tQ" alt=""><figcaption></figcaption></figure>

{% hint style="danger" %}
**Don’t close the window, we’ll come back later to the same screen.**
{% endhint %}

\
**Login to Picky Assist Platform, go to Settings-> channels, click on connect button inside the Sendgrid Email Channel, give a name to the channel, select an icon if you wish, and paste the API Key copied from Sendgrid Portal.**

<figure><img src="https://lh5.googleusercontent.com/dbeLV_o2vSH42fRcjGqctr1LaoNCHMvE7d5VOZBLZG4ap7zVhLI51RV1rFuJQWvEDScIYlsOy5GUs4ybCfVqY6JAPZUfSeQ06hS0HgiYvKN2HEZZLz3pIRhbAbvmsfQCbD-WFHSVLsmu_Rc7m9THa0c" alt=""><figcaption></figcaption></figure>

The channel status will be updated to ‘Connected’, unless you entered an invalid API key.&#x20;

Click on test connection and enter the Sendgrid verified email address into the form field,  and Fill in the from name, to address field also. Click on the ‘Send Test Mail’ button.&#x20;

The Mail will be sent to the given email address.

<figure><img src="https://lh4.googleusercontent.com/oIFsNWZ21UT_NRAndTGBm4hNGSSnPtCckd3SVQo80lmYNSjjdpIdeRwGdmChfErvrNcGOUwo9rOTm48BynsBsZ159NRoRrNaxrovf4Yp2J43napDZp_s_mfwCW0H8ExvA3h8EaVPKhCabC9Y1AiDoVw" alt=""><figcaption></figcaption></figure>

**Go back to the Sendgrid Portal, and click "I've updated my settings." and click on ‘Next: Verify Integration’.**&#x20;

**Click on "Verify Integration" on this page. Sendgrid will now validate the settings**&#x20;

<figure><img src="https://lh3.googleusercontent.com/OdGY1maDQpQ-L7LSg6fMbQWQO3nvm95at4XfIo9CDUt4ry-YIqZgi7XKQYvP4EbNr1iKZxP_izNriJhlSztfkEZmOB2N3OWKKeCBiwK8cO6K4QVRXAQyEkejyeT5UOZmnCPLRRb1XKmbYM4V4yI72fU" alt=""><figcaption></figcaption></figure>

**You’ll see the below success message.**&#x20;

<figure><img src="https://lh4.googleusercontent.com/FP-Z-KXVluEyAZefSw8owJxA-A6f76Ee1pQ520FWx-DEsu5Z6tWhL626asNcxJ6vR04nXeN7vzk41ZP1-oeQVHbD6OyMYqym1rA6KDeka70YNP6emrNc20Xy8tKu-PtjkfTDE6jYZdPr0kn70Altb9A" alt=""><figcaption></figcaption></figure>

<br>


# Connecting Additional WhatsApp Numbers

Step by step guide to connect more than one WhatsApp number into a single project

In this guide, we will learn how to connect additional WhatsApp numbers to an existing project

{% hint style="info" %}
This feature is available only for those who are using the Ultimate plan and only WhatsApp Web Automation & WhatsApp Cloud API channels can be added multiple times and cost you extra as per your base plan. View Pricing &#x20;
{% endhint %}

Login into your Picky Assist Account -> Left Side More Menu -> Settings -> [Channels](https://pickyassist.com/app/settings/channels) and you will see an "Add" button as shown below;

<figure><img src="/files/momAkQysOfOh8kXlCQcL" alt=""><figcaption></figcaption></figure>

A popup will appear on the screen as shown below, from here you need to follow the step-by-step instructions&#x20;

**Select the channel number, then click on "Buy Adon Now" if you have more channels allocated then it will show as "Allocated"**&#x20;

<figure><img src="/files/eCosiZoeo6VR0BSPTmnz" alt=""><figcaption></figcaption></figure>

**Now give a channel number,  description and select an icon this will appear across the platform**&#x20;

<figure><img src="/files/gZHuebdb58cjecLpnjsG" alt=""><figcaption></figcaption></figure>

**You can customize the channel icon by selecting more icons as shown below or can select any of the pre-build channel names as shown below;**

<figure><img src="/files/UrrabCPZN6UColJzZqjf" alt=""><figcaption></figcaption></figure>

**Now click on "Create Channel" button to complete the payment**&#x20;

<figure><img src="/files/at08g4VTOpcFpW3XjbmO" alt=""><figcaption></figcaption></figure>

**You will be billed pro-rated basis and the validity of the newly added channel will be the same as your base plan, click on the "Activate" button as shown below**&#x20;

<figure><img src="/files/XeLMyqNA2efx6owEM9xn" alt=""><figcaption></figcaption></figure>

**Select the payment gateway and complete the purchase**&#x20;

{% hint style="info" %}
If you are from India then only the Wallet option will be shown as Paypal is not available for Indian Customers due to regulations&#x20;
{% endhint %}

<figure><img src="/files/9FXcLycgFSAuUUAxERGH" alt=""><figcaption></figcaption></figure>

**Once the payment is successfully completed you will see a window as shown below, click on "Activate"**&#x20;

<figure><img src="/files/j96XUDbPvU5cpKO8eGbf" alt=""><figcaption></figcaption></figure>

**If you are using WhatsApp Web Automation then you will be prompted to select a data center as shown below, select the data center then click on "Connect"**

<figure><img src="/files/0hfFqrpGoQSQtY3SDDkO" alt=""><figcaption></figcaption></figure>

## Getting the unique channel id&#x20;

If you would like to connect the channel with API then you must pass the unique channel id, you can see the unique channel id in the channel list as shown below;

<figure><img src="/files/ORwAdCIffI8TPEZHWGdl" alt=""><figcaption></figcaption></figure>

## Sharing the Channel&#x20;

If you wish to share the channel with other teambox users then please make sure that you have updated the privilege in the **Organisation ->** [**Roles**](https://pickyassist.com/app/organization/roles) as shown below

<figure><img src="/files/fIkVtkiz2Hg92CdWwyVg" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
Kindly note that after you update the Role your users need to logout and login again to see new changes&#x20;
{% endhint %}

&#x20;


# Porting WhatsApp Number to Picky Assist

If you are using a WhatsApp number from another BSP or directly through WhatsApp Cloud API then you can port the number to Picky Assist fully managed WhatsApp Services in a few simple steps

## Scenario 1 - Porting from another BSP

If you have a number that is already connected to another BSP then you need to follow the below steps before porting the number to Picky Assist

[Login](https://business.facebook.com/) into your Facebook Business Manager / Business Suite then navigate to [WhatsApp Accounts](https://business.facebook.com/latest/whatsapp_manager/overview/) and click the number you wish to migrate as shown below

<figure><img src="/files/zQAj1ue8XW4aemvbdsZl" alt=""><figcaption></figcaption></figure>

Then click on Settings (Gear Icon)  as shown below and go to More select "Two Step Verification" as shown below and Turn off two-step verification as shown below

<figure><img src="/files/5JBudwBEzBVFd8WXoYJJ" alt=""><figcaption></figcaption></figure>

Select the More Button&#x20;

<figure><img src="/files/v0DWhksF8viNDDscL5YU" alt=""><figcaption></figcaption></figure>

Turn Off the 2-Step Authentication&#x20;

<figure><img src="/files/3VHcPq5C6n1KHGPVbS6c" alt=""><figcaption></figcaption></figure>

### ✅ Done - Now you are ready to Migrate the number to Picky Assist, Login into your Picky Assist account, navigate to Settings -> [Channels](https://pickyassist.com/app/settings/channels) & Complete the onboarding as per the steps mentioned here&#x20;

{% content-ref url="/pages/HPB7xAylH9xkwBQTQIf4" %}
[WhatsApp Official Managed Service](/setting-up-guide/connecting-channels/whatsapp-official-managed-service)
{% endcontent-ref %}

## Scenario 2 - Migrating from WhatsApp Cloud API to Picky Assist&#x20;

This is the scenario where you have directly connected your WhatsApp number to the WhatsApp Cloud API and linked your credit card with Meta as a payment option. In this case, you must complete the previously mentioned step and then take an additional step to clear all pending payments before you begin the migration.

From your Meta Business Suite Click the Left Side Menu and Click on [Billing & Payments](https://business.facebook.com/billing_hub/accounts) as shown below&#x20;

<figure><img src="/files/HuRC5lN1D7SHMt4Xu7F5" alt=""><figcaption></figcaption></figure>

Then Click on WhatsApp Accounts select the Account and click on **Pay Now** to clear the dues as shown below&#x20;

<figure><img src="/files/Jr2t5WHy36WVCymR0Vif" alt=""><figcaption></figcaption></figure>

### ✅ Done - Now you are ready to Migrate the number to Picky Assist, Login into your Picky Assist account, navigate to Settings -> [Channels](https://pickyassist.com/app/settings/channels) & Complete the onboarding as per the steps mentioned here&#x20;

{% content-ref url="/pages/HPB7xAylH9xkwBQTQIf4" %}
[WhatsApp Official Managed Service](/setting-up-guide/connecting-channels/whatsapp-official-managed-service)
{% endcontent-ref %}


# WhatsApp Official Message Delivery Issues & Solutions

You may not see a 100% delivery rate for WhatsApp official messages due to various WhatsApp messaging and anti-spamming policies. In this session, we will explain common issues and their solutions.

We would like to inform you that Picky Assist does not have any control over the delivery of WhatsApp messages. Our responsibility is to submit the messages to the WhatsApp server in accordance with their technical guidelines, while WhatsApp decides whether the message should be delivered, throttled, or rejected.

## Strict Anti-Spamming Policy

WhatsApp has very strict anti-spamming policies powered by Artificial Intelligence (AI) and Machine Learning (ML). Based on our experience, these systems work with 90% accuracy. Therefore, please ensure that you follow the best practices guide while sending messages via WhatsApp. Make sure you are sending messages only to Opt-in Customers with highly relevant content.

## Checking Delivery Reports & Error Reasons&#x20;

You can check all outgoing message reports from your Broadcaster -> [Reports](https://pickyassist.com/app/broadcaster/report) section, as shown below:

<figure><img src="/files/eIh2MedNUeJpts8iAPBo" alt=""><figcaption></figcaption></figure>

Click on ["Detailed Report"](https://pickyassist.com/app/broadcaster/report) to get the error message details. In most cases, WhatsApp provides error codes.

<figure><img src="/files/B7v2dDJV5ISjMixfxF9s" alt=""><figcaption></figcaption></figure>

## Contacting Picky Assist Support

If you believe that your message delivery ratio is very poor, even if you have an opt-in customer base, or if you are unable to understand the errors you are receiving, please provide the following details when contacting our support:

* Your registered email address
* Your project name
* The channel ID where you are facing issues
* The message push ID associated with the problem
* A sample number from that push ID with the issue
* A brief description of the problem you are facing

Kindly send the above details to **<support@pickyassist.com>**, and our team will check and respond within 24 hours.

## Frequently Asked Questions&#x20;

### **Why do I see many messages in “Submitted” status?**

The “Submitted” status means that Picky Assist has submitted the message to WhatsApp for delivery, and they have acknowledged it by providing a message ID. The message is awaiting final delivery. This could happen if the WhatsApp user is temporarily experiencing internet issues or is not using WhatsApp at the moment. This status may change after a few hours or days to either “Failed” or “Delivered,” and sometimes it may not change at all.

### **Why do many numbers show “Message Undeliverable”  or "**&#x54;his message was not delivered to maintain healthy ecosystem engagement" **even though they are valid WhatsApp numbers and messages were delivered earlier?**

There are several reasons for this error, as outlined below:

* The message was not delivered to ensure a high-quality user experience. WhatsApp imposes a maximum limit on the number of marketing template messages a contact can receive within a certain timeframe across all businesses. You can read more about this here: [Per-User Marketing Template Message Limits](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-message-templates#per-user-marketing-template-message-limits).

Other possible reasons include:

* The recipient's phone number is not a valid WhatsApp number.
* Sending an authentication template to a WhatsApp user in India (+91 country code) is currently not allowed. Authentication templates cannot be sent to WhatsApp users in India.
* The recipient has not accepted the latest Terms of Service and Privacy Policy.
* The recipient is using an outdated version of WhatsApp. They must update to one of the following versions or later:
  * Android: 2.21.15.15
  * SMBA: 2.21.15.15
  * iOS: 2.21.170.4
  * SMBI: 2.21.170.4
  * KaiOS: 2.2130.10
  * Web: 2.2132.6

**Solution**

Using a non-WhatsApp communication method, ask the WhatsApp user to:

* Confirm that they can send a message to your WhatsApp business phone number.
* Confirm that they have accepted the latest Terms of Service (they can check this by going to Settings > Help, or Settings > Application Information, which will prompt them to accept the latest terms/policies if they haven't done so already).
* Update to the latest version of the WhatsApp client.

### Why am I getting the error "Message failed to send because there were one or more errors related to your payment method" or "Business eligibility payment issue"?

This mostly happens if you are using the WhatsApp Cloud API, where your credit card is billed directly through WhatsApp on your Facebook Business Manager. Please follow the steps below:

1. Review **About Billing for Your WhatsApp Business Account** and verify that you have set up billing correctly.

#### Common problems:

* Payment account is not attached to a WhatsApp Business Account.
* Credit line is over the limit.
* Credit line (Payment Account) is not set or active.
* WhatsApp Business Account is deleted.
* WhatsApp Business Account is suspended.
* Timezone is not set.
* Currency is not set.
* Messaging for request (On Behalf Of) is pending or declined.
* Exceeded conversation free tier threshold without a valid payment method.

If you are using Picky Assist Fully Managed Service and getting this error, please contact support at **<support@pickyassist.com>**.

### Why is my message failing with the error "Template Param Count Mismatch"?

The number of variable parameter values included in the request does not match the number of variable parameters defined in the template.\
\
See the [**Message Template Guidelines** ](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/)and make sure the request includes all the variable parameter values defined in the template.

### Why am I getting the error "Template does not exist"?

The template may not exist in the specified language, or it has not been approved.\
\
Make sure your template has been approved and that the template name and language locale are correct. Please ensure you follow the [**Message Template Guidelines**](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines/).

### I am seeing many numbers with this error when sending via the Marketing Category: "User's number is part of an experiment."

The message was not sent as part of an experiment. For more details, see the **Marketing Message Experiment** guide:\
[Marketing Message Experiment](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/experiments#marketing-message-experiment)

### I am getting the error "Meta chose not to deliver."

This message was not delivered to maintain healthy ecosystem engagement.\
\
Do not retry immediately if you receive this error code and suspect it is due to a limit. Instead, retry after increasingly larger time increments until the message is delivered, as the limit may be in effect for varying periods of time.\
\
For more details, see **Per-User Marketing Template Message Limits**:\
[Per-User Marketing Template Message Limits](https://developers.facebook.com/docs/whatsapp/cloud-api/guides/send-message-templates#per-user-marketing-template-message-limits)

### Why am I getting the error "Not Contactable 24 Hours Session Expired" when sending messages?

This error occurs because, according to WhatsApp's messaging policy, you can only send free-form messages to a contact if they have contacted you within the last 24 hours. If you are receiving this error, you will need to use a WhatsApp template to send the message.


# WhatsApp Tips & Tricks


# Common Errors & Troubleshooting

## 1. **Coexistence Errors**

#### WhatsApp Channel Shows Not Connected

This issue usually occurs when the WhatsApp channel fails to establish a proper connection due to incomplete verification or account restrictions.

#### Possible Causes

* Meta Business Account is under review or disconnected
* Business verification is incomplete
* Coexistence policy validation failed

#### Resolution

* Complete Business Verification from <https://business.facebook.com/settings> under **Security Center**
* Ensure business details match submitted documents
* Check account quality in <https://business.facebook.com/accountquality>
* Contact support if the issue persists

{% hint style="info" %}
You can visit the [**Business Verification**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#business-verification) and [**Check Account Quality**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#check-account-quality) sections to understand how to complete these steps.
{% endhint %}

#### Coexistence Gets Auto-Disconnected

This happens when Meta automatically disconnects the channel due to policy or quality issues.

#### Possible Causes

* Policy violations
* Poor quality rating
* Interrupted signup
* Session timeout

#### Resolution

* Review account quality in <https://business.facebook.com/accountquality>
* Ensure account status is approved before reconnecting

{% hint style="info" %}
&#x20;You can visit the [**Check Account Quality**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#check-account-quality) section to learn how to verify and resolve issues.
{% endhint %}

### Embedded Signup Shows Successful but Not Fully Connected

Even if signup appears successful, backend onboarding may remain incomplete, causing messaging to fail.

#### Possible Causes

* Signup shows successful
* WhatsApp Business app shows connected
* Meta shows pending
* Messaging not working

#### Resolution

* Re-register the number from <https://business.facebook.com/wa/manage/phone-numbers>
* Ensure all steps complete without interruption

{% hint style="info" %}
You can visit the [**Retry Onboarding**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#retry-onboarding-embedded-signup) section for detailed steps.
{% endhint %}

### Login Succeeds but Channel Disconnects Later

This is usually related to browser or session issues rather than account configuration.

#### Possible Causes

* Cache or cookies issues
* Pop-ups blocked
* Session expired

#### Resolution

* Use a supported browser (Chrome recommended)
* Enable pop-ups
* Retry onboarding from <https://business.facebook.com/wa/manage>
* Clear browser cache before retrying

{% hint style="info" %}
&#x20;You can visit the [**Retry Onboarding**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#retry-onboarding-embedded-signup) section for step-by-step guidance.
{% endhint %}

## **2. New Number connection Errors**

### Channel Status Shows Pending

This indicates that Meta onboarding is still in progress or verification is incomplete.

#### Possible Causes

* Business verification pending
* Backend registration incomplete
* Account under review

#### Resolution

* Complete verification via <https://business.facebook.com/settings>
* Wait up to 24 hours for Meta processing
* Retry onboarding if status does not update

{% hint style="info" %}
You can visit the[ **Business Verification** ](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#business-verification)section to complete the process.
{% endhint %}

### Channel Connection Fails During Setup

This occurs when onboarding is interrupted or required steps are not completed.

#### Possible Causes

* Verification incomplete
* Signup interrupted

#### Resolution

* Complete business verification from <https://business.facebook.com/settings>
* Retry onboarding via <https://business.facebook.com/wa/manage/phone-numbers>

{% hint style="info" %}
&#x20;You can visit the [**Business Verification**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#business-verification) and [**Retry Onboarding** ](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#retry-onboarding-embedded-signup)sections for guidance.
{% endhint %}

### OTP Not Received

OTP issues are generally caused by formatting errors or telecom restrictions.

#### Possible Causes

* Incorrect number format
* OTP delay or block

#### Resolution

* Enter number without "+" or spaces
* Retry using SMS or voice option in <https://business.facebook.com/wa/manage/phone-numbers>
* Check DND/SMS blocking with telecom provider

{% hint style="info" %}
You can visit the [**OTP Troubleshooting**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#otp-troubleshooting) section for more details.
{% endhint %}

### Number Verification Fails

This happens when the number is already linked to a WhatsApp account.

#### Possible Causes

* Number linked to WhatsApp app
* Not eligible for API

#### Resolution

* Delete the WhatsApp account from mobile
* Wait 24–48 hours before retrying

{% hint style="info" %}
&#x20;You can visit the [**Remove Number from WhatsApp**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#remove-number-from-whatsapp) section to understand the steps.
{% endhint %}

### Number Already in Use

This indicates that the number is actively associated with another WhatsApp account.

#### Possible Causes

* Active WhatsApp Personal/Business account

#### Resolution

* Delete existing WhatsApp account
* Retry after 24–48 hours

{% hint style="info" %}
You can visit the [**Remove Number from WhatsApp**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#remove-number-from-whatsapp) section for detailed steps.
{% endhint %}

## **3. Common Errors**

### Number Already Connected with Another Partner

This occurs when the number is already linked to another BSP.

#### Possible Causes

* Existing partner integration
* Number previously onboarded elsewhere

#### Resolution

* Go to <https://business.facebook.com/settings> → **Accounts → WhatsApp Accounts**
* Open the **Partners** section and remove the existing partner
* If using coexistence, disconnect from WhatsApp Business app
* Retry onboarding

{% hint style="info" %}
You can visit the [**Remove Existing Partner**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#remove-existing-partner) and[ **Remove Partner from WhatsApp Business App**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#remove-partner-from-whatsapp-business-app-coexistence) sections to complete this process.
{% endhint %}

## **4. Meta Errors**

### Business Does Not Meet Policy Requirements

This error indicates non-compliance with WhatsApp policies.

#### Resolution

* Ensure website is live and publicly accessible
* Verify business details are accurate
* Submit review via <https://business.facebook.com/business/help>

{% hint style="info" %}
&#x20;You can visit the [**Request Review**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#request-review-appeal) section to understand how to raise an appeal.
{% endhint %}

### Currency Mismatch in WABA

This happens when the payment method currency differs from the WABA currency.

#### Resolution

* Create a new WABA from <https://business.facebook.com/wa/manage>

{% hint style="info" %}
You can visit the [**Create / Access WABA**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#create-access-whatsapp-business-account-waba) section for detailed steps.
{% endhint %}

### Security PIN Mismatch (2FA Issue)

This occurs when an incorrect PIN is entered.

#### Resolution

* Use correct PIN or reset 2FA via <https://business.facebook.com/wa/manage>

{% hint style="info" %}
&#x20;You can visit the [**Create / Access WABA**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#create-access-whatsapp-business-account-waba) section for guidance.
{% endhint %}

### Unsupported Post Request

This is usually a temporary onboarding issue.

#### Resolution

* Retry onboarding via <https://business.facebook.com/wa/manage/phone-numbers>
* Create new WABA if issue persists

{% hint style="info" %}
You can visit the [**Retry Onboarding**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#retry-onboarding-embedded-signup) section for steps.
{% endhint %}

### WABA Limit Exceeded

Meta limits the number of WABAs per Business Manager.

#### Resolution

* Delete unused WABAs or create a new Business Manager via <https://business.facebook.com/wa/manage>

{% hint style="info" %}
&#x20;You can visit the [**Create / Access WABA**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#create-access-whatsapp-business-account-waba) section for more details.
{% endhint %}

### &#x20;WABA Temporarily Banned / Permanently Disabled

This occurs due to policy violations or poor quality rating.

#### Resolution

* Check status in <https://business.facebook.com/accountquality>
* Request review via <https://business.facebook.com/business/help>
* Create new WABA if permanently disabled

{% hint style="info" %}
&#x20;You can visit the [**Check Account Quality**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#check-account-quality) and[ **Request Review**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#request-review-appeal) sections to proceed.
{% endhint %}

### Business Restricted

This is usually due to invalid or non-compliant website details.

#### Resolution

* Submit review request via <https://business.facebook.com/business/help>

{% hint style="info" %}
&#x20;You can visit the[ **Request Review** ](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#request-review-appeal)section for guidance
{% endhint %}

### The website you entered seems broken. Check the URL to make sure it's correct.

<figure><img src="/files/lgulKz5YmlM3xmaSfP8Z" alt="" width="375"><figcaption></figcaption></figure>

If you are seeing this error, it means the **Facebook Crawler (Bot)** is unable to access your webpage. Even if the website loads correctly in your browser, the crawler cannot access it to verify your business and confirm whether it is eligible to use WhatsApp messaging services.

**Common reasons for this error:**

* Open Graph (OG) tags are missing from your website
* robots.txt file is missing or blocking Facebook crawlers
* Your website is not accessible from a US server location, possibly blocked by your hosting provider

#### **Diagnose the Issue**

Go to the Facebook Sharing Debugger tool and enter your website URL: 👉 <https://developers.facebook.com/tools/debug/>

This will show you the exact error so you can troubleshoot accordingly.

#### **If you see a 403 error and Open Graph data is empty:**

Your website is blocking the Facebook crawler. You will need to whitelist the `facebookexternalhit` bot on your server or via your hosting provider's firewall settings.

Additionally, Open Graph tags are missing from your homepage. Add them to your website's `<head>` section. Replace the details with your own information. If you are unsure how to do this, please contact your developer or hosting company for assistance.

```html
<!-- Open Graph / Facebook / WhatsApp -->
<meta property="og:type" content="website">
<meta property="og:url" content="https://kidomo.in/">
<meta property="og:title" content="Kidomo | Personalized Storybooks for Children">
<meta property="og:description" content="Shop personalized storybooks for children rooted in Indian culture. Perfect gifts for kids aged 2-10.">
<meta property="og:image" content="https://kidomo.in/wp-content/uploads/og-image.jpg">
<meta property="og:image:width" content="1200">
<meta property="og:image:height" content="630">
<meta property="og:site_name" content="Kidomo">
<meta property="og:locale" content="en_IN">
```

#### If error related to robots.txt block

If the error indicates that your robots.txt file is blocking the Facebook crawler, you must add the following code to your robots.txt file. If you are unsure how to update this, please contact your web developer or hosting company for assistance.

```html
User-agent: *
Allow: /
```

#### If error related block access&#x20;

You must ensure that your website is accessible from the **US region**, as the Facebook crawler bot accesses your webpage from US-based servers. Your hosting provider's firewall or security settings may be restricting access from outside your country.

To resolve this, contact your hosting provider or technical team and request them to:

* Whitelist US region IP addresses
* Check and disable any geo-blocking rules that may be restricting international access to your website

#### How to check whether the issue is resolved

Once your applied the necessary changes, please wait for **5 to 10 minutes** then you can visit <https://developers.facebook.com/tools/debug/> and input your domain then click on "Scrape Again" button and if you are seeing no error and returns 200 as shown below this means everything is good, you can resume the onboarding step now.&#x20;

<figure><img src="/files/ZiHWdTMr556rEZv35kl7" alt=""><figcaption></figcaption></figure>


# Meta Business Suite Setup & Configuration

## **Business Verification**

Business verification is a mandatory step to enable full WhatsApp API functionality. There are two ways to complete the verification process in Meta Business Manager, both leading to the same outcome.

### **From Security Center**

#### Instructions

* Go to <https://business.facebook.com/settings>

<figure><img src="/files/Skdp2VFYVj0VKdgzTecw" alt=""><figcaption></figcaption></figure>

* Navigate to **Security Center**
* Scroll down to the bottom and click n start verification
* Click **Start Verification**

<figure><img src="/files/FVIBnuZMJ3UujpaGpoIa" alt=""><figcaption></figcaption></figure>

* Enter:
  * Business Name
  * Address
  * Website
* Upload required documents
* Submit for verification

#### Accepted Documents (Examples)

* GST Certificate
* Udyam Registration
* MSME Certificate
* Business PAN

{% hint style="info" %}

#### Important

Details must match documents\
Website must represent business\
Takes 1–3 business days
{% endhint %}

## **Check Account Quality**

Account quality is an important factor that determines the health and reliability of your WhatsApp Business Account. It reflects how well your messaging activity complies with Meta’s policies and directly impacts your ability to send messages. Monitoring and maintaining a good quality rating helps avoid restrictions, warnings, or account bans. There are multiple ways to check your account quality within Meta Business Manager.

### **From WhatsApp Manager**

#### Instructions

* Go to <https://business.facebook.com/wa/manage>
* Select WhatsApp Account
* Click on whatsapp manager and another page will appear showing the account related status or directly can click on the link [https://business.facebook.com/latest/whatsapp\_manager/phone\_numbers](https://business.facebook.com/latest/whatsapp_manager/phone_numbers?)
* Check:
  * Quality Rating
  * Messaging status

<figure><img src="/files/TfAiD03wn1QFwVxPsTWl" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}

#### Quality Rating Meaning

High → Good\
Medium → Warning\
Low → Risk
{% endhint %}

## **Remove Number from WhatsApp**

#### Instructions

* Open WhatsApp / WhatsApp Business
* Go to **Settings → Account**
* Click **Delete My Account**

<figure><img src="/files/Z0IhFy61lfZHCcvBY6yt" alt="" width="375"><figcaption></figcaption></figure>

* Enter phone number
* Confirm deletion

{% hint style="info" %}

#### Important

Wait 24–48 hours before reuse
{% endhint %}

## **Remove Existing Partner**

#### Instructions

* Go to <https://business.facebook.com/settings>
* Navigate to:
  * Accounts → WhatsApp Accounts
* Select WABA
* Open **Partners** section
* Choose partner and click on manage button

<figure><img src="/files/V1If1899SeRnFHDru2hx" alt=""><figcaption></figcaption></figure>

* A popup will appear click on the remove access

<figure><img src="/files/22kMUcOMqIOYokzwcnsJ" alt=""><figcaption></figcaption></figure>

* Confirm action

## **Create / Access WhatsApp Business Account (WABA)**

#### Instructions

* Go to <https://business.facebook.com/latest/settings/whatsapp_account>
* Click **Add Account**

<figure><img src="/files/WwW2MhjdfDHOJsi9Gjfe" alt=""><figcaption></figcaption></figure>

* Enter:
  * Business Name
  * Display Name
  * Category
* Complete setup

## **Retry Onboarding (Embedded Signup)**

#### Instructions

* Go to <https://business.facebook.com/wa/manage/phone-numbers>
* Click **Add Phone Number**

<figure><img src="/files/uiYBVRWnFbSpLRF9OIzC" alt=""><figcaption></figcaption></figure>

* Complete signup
* Verify using OTP

{% hint style="info" %}

#### Important

Enable pop-ups\
Stable internet\
Clear cache if needed
{% endhint %}

## **Request Review / Appeal**

#### Instructions

* Go to <https://business.facebook.com/business/help>
* Click **Get support**

<figure><img src="/files/odQfee0pVZzswT8O6UAA" alt=""><figcaption></figcaption></figure>

* Select issue
* Submit request

## **OTP Troubleshooting**

#### Instructions

* Ensure correct number format\
  \&#xNAN;*(No +, no spaces)*
* Try:
  * SMS OTP
  * Voice OTP
* Retry later

{% hint style="info" %}

#### Important

Check DND/SMS block\
Contact telecom if needed
{% endhint %}

## **Remove Partner from WhatsApp Business App (Coexistence)**

#### Instructions

* Open WhatsApp Business App
* Go to **Settings → Account**

<figure><img src="/files/PDSz4AVaktwUiFLM1IRN" alt="" width="375"><figcaption></figcaption></figure>

* Select **Business Platform**
* If any connected platform is present it will be show
* Below that there will be a **Tap to disconnect** option

<figure><img src="/files/qwB00ncB97sRzIeiM0d4" alt="" width="360"><figcaption></figcaption></figure>

* Click on that, another screen appears where there will be a **Disconnect** button

<figure><img src="/files/Jfq4fwN9Y7ubVMu9avtn" alt="" width="375"><figcaption></figcaption></figure>

* Click **Disconnect**
* Confirm

{% hint style="warning" %}

### Important Notes

Website must be valid and globally accessible\
No geo restrictions\
Business details must be accurate\
Poor quality rating may lead to restrictions or bans
{% endhint %}


# WhatsApp Number Blocked or Banned  What To Do?

When a WhatsApp number gets blocked or banned, it means Meta has restricted the number from sending or receiving messages due to policy violations, poor quality rating, or suspicious activity. This restriction is applied to protect users from spam and ensure that businesses follow proper messaging guidelines.

A ban can be temporary (recoverable) or permanent (non-recoverable). Understanding the type of ban is important because the resolution steps depend on it.

It is also important to note that the recovery process is different for regular WhatsApp app users and WhatsApp Business API users (such as Picky Assist Customers). This section explains both cases clearly so you can take the correct action.

#### Common Reasons

WhatsApp usually blocks or bans numbers due to the following reasons:

* Sending bulk or spam messages to multiple users
* Messaging users without their consent (no opt-in)
* High number of users blocking or reporting your number
* Sending irrelevant, repetitive, or low-quality messages
* Violating WhatsApp Business or Commerce policies
* Using unofficial or modified apps like GBWhatsApp or FMWhatsApp
* Sudden spikes in messaging activity (unusual behavior)

&#x20;Maintaining good messaging practices is critical to avoid these issues.

#### Types of Bans

Understanding the type of ban helps you decide the next step:

**Temporary Ban**

* You may see a countdown timer or temporary restriction message
* Usually caused by suspicious activity or minor policy violations
* Access is restored automatically after the timer ends
* In some cases, you may still need to correct your usage

**Permanent Ban**

* You will see: “This account can’t use WhatsApp”
* Caused by serious or repeated violations
* Recovery is not guaranteed
* May require creating a new number or WhatsApp Business Account (WABA)<br>

{% hint style="warning" %}
Not all bans are due to spam or policy violations. In some cases, restrictions are applied due to incomplete business setup or missing compliance requirements, and these can be resolved.
{% endhint %}

#### Ban due to Incomplete Business Verification

In some cases, messaging restrictions are applied because the business is not fully verified.

This usually happens when:

* Business verification is pending or rejected
* Submitted details do not match documents
* Required documents are missing

&#x20;In such situations, completing the verification process can help restore messaging access.

What you should do:

* Complete your business verification in Meta Business Manager
* Ensure all business details match your official documents
* Upload valid and clear documents

{% hint style="info" %}
You can visit the [**Business Verification**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#business-verification) under Meta Setup & Actions to see how to complete this process.
{% endhint %}

#### Ban due to Missing or Invalid Website

Meta often checks your website to verify business authenticity. If your website is:

* Not working
* Under construction
* Missing business details
* Not matching your business name

&#x20;Your account may get restricted or rejected during review.

In these cases, the restriction can sometimes be lifted after fixing the website.

What you should do:

* Make sure your website is live and accessible
* Add proper business information (name, services, contact details)
* Ensure it matches your Meta Business details
* Fix any broken or incomplete pages

{% hint style="info" %}
&#x20;After fixing, you can proceed with a review request by visiting the [**Request Review**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#request-review-appeal)&#x20;
{% endhint %}

#### Ban during Initial Onboarding / Review Phase

Sometimes restrictions happen during:

* New number onboarding
* WABA creation
* First-time setup

This is often due to:

* Incomplete setup
* Verification pending
* Meta internal review

&#x20;These are usually temporary and can be resolved by completing the required steps.

What you should do:

* Complete all pending onboarding steps
* Ensure verification and setup are fully done

{% hint style="info" %}
&#x20;You can visit the [**Retry Onboarding**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#retry-onboarding-embedded-signup) to complete the process correctly.
{% endhint %}

#### 4. Compliance-Based Restrictions (Not Permanent Violations)

Not all restrictions mean permanent bans.

If the issue is related to:

* Missing business details
* Incomplete setup
* Verification mismatch

&#x20;Then fixing these and requesting a review can lead to reinstatement.

What you should do:

* Correct the missing or incorrect details
* Ensure your account is fully compliant
* Request a review after fixing the issue

{% hint style="info" %}
You can visit the [**Business Verification**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#business-verification), [**Check Account Quality**,](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#check-account-quality) and [**Request Review**](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#request-review-appeal) to take the required actions.

If your issue is not related to compliance (verification, website, setup), follow the below steps to request a review or recover your account
{% endhint %}

#### For WhatsApp Business API Users&#x20;

If you are using WhatsApp through Picky Assist, your number is managed via Meta Business Manager, not the mobile app.

&#x20;All actions must be performed through Meta Business Suite / Facebook Business Manager

{% hint style="warning" %}
In this case, the “Request a Review” option inside the WhatsApp Business App will NOT be available.
{% endhint %}

#### Steps to Request Review via Meta Business Suite

Instructions

* **Go to**[ **https://business.facebook.com/accountquality**](https://business.facebook.com/accountquality)

<figure><img src="/files/4aImacFD9DDMcA69GlAZ" alt=""><figcaption></figcaption></figure>

* **Select your WhatsApp account**

<figure><img src="/files/hTsGi12DlXPvjxImsqY0" alt=""><figcaption></figcaption></figure>

* **Review any policy violations or restrictions**

<figure><img src="/files/FIkHbtsN24FfQYXPepgE" alt=""><figcaption></figcaption></figure>

* **Click Request Review if available**
* **Provide Required Documentation**

  **During the appeal process, Meta may ask you to submit the following:**

  * **Valid business verification documents (e.g., government-issued license, tax ID, utility bill).**
  * **Proof of ownership for domain names or phone numbers.**
  * **A clear business use case explanation (what your business does and how you use Meta platforms).**

<figure><img src="/files/uSFT6UBI46ibIytMst3R" alt=""><figcaption></figcaption></figure>

**OR**

* **Go to** [**https://business.facebook.com/latest/settings**](https://business.facebook.com/latest/settings)

<figure><img src="/files/X3aAtxAe5mlzBqUh1Bcz" alt=""><figcaption></figcaption></figure>

* **Navigate to whatsapp accounts under accounts section**
* **Open whatsapp manager or use the link directly** [**https://business.facebook.com/latest/whatsapp\_manager**](https://business.facebook.com/latest/whatsapp_manager)
* **Navigate to:**\
  **Account Tools → Phone Numbers**

<figure><img src="/files/5J6aiOx92lbTznfonpm1" alt=""><figcaption></figcaption></figure>

* **If any restrictions are there an disabled message will be shown in the page**
* **View Details & Request Review**

  **Click on “View Details in Business support home” and proceed to “Request Review” if the option is available.**

<figure><img src="/files/K2lDN6O80045usqZcSpn" alt=""><figcaption></figcaption></figure>

* **If eligible, you’ll see “Request Review” button**

<figure><img src="/files/FIkHbtsN24FfQYXPepgE" alt=""><figcaption></figcaption></figure>

* **Click it and submit the appeal with explanation**

<figure><img src="/files/hHPDhCCdDOyKH6vx72m6" alt=""><figcaption></figcaption></figure>

### For WhatsApp Mobile App Users

This section applies if you are using WhatsApp or WhatsApp Business App directly on your phone.

#### In-App Request for Review (Recommended First Step)

If your account is banned, WhatsApp may provide an option to request a review directly within the app. This is the fastest and most effective method for eligible cases.

Instructions

* Open WhatsApp
* On the ban screen, tap Request a Review

<figure><img src="/files/bf1SSKw2HzTiTO5vnN8W" alt="" width="180"><figcaption></figcaption></figure>

* Enter a clear and honest explanation of your usage
* Submit the request

<figure><img src="/files/VbBQDW9QeliL7Cvi44G4" alt="" width="188"><figcaption></figcaption></figure>

* Wait for WhatsApp’s response (usually within 24–48 hours)

Important Notes

* This option appears only if your account is eligible for review
* It may not be available for permanent or repeated violations
* Always use the official WhatsApp app while submitting the request

{% hint style="info" icon="whatsapp" %}
&#x20;If your ban is temporary and shows a timer, simply wait for it to end and avoid repeating the same actions.
{% endhint %}

#### Contact WhatsApp Support (Email Method)

If the review option is not available in the app, you can contact WhatsApp support via email.

Email IDs

* <support@whatsapp.com>
* <smb_web@support.whatsapp.com>

Instructions

* Send an email including:
* Your phone number (with country code)
* A clear explanation of the issue
* Confirmation that you follow WhatsApp policies

Sample Message

Hello WhatsApp Team,\
My number \[Your Phone Number with Country Code] has been banned. I believe this is a mistake. I have reviewed the Terms of Service and ensured compliance. Kindly request you to review and reinstate my account.\
Thank you.

{% hint style="info" %}
Keep the message short and professional

Avoid sending multiple repeated emails
{% endhint %}

## Prevention Tips

To avoid future bans, follow these best practices:

* Always collect explicit user consent (opt-in) before messaging
* Give an option always to users to opt out from your campaigns (mandatory)
* Send messages that are relevant and useful to users
* Avoid sending too many messages in a short time
* Monitor account quality regularly
* Use approved templates for business communication
* Personalize messages instead of sending generic bulk content
* Follow WhatsApp Business and Commerce policies strictly
* Use Official WhatsApp Only\
  Remove unofficial apps (GBWhatsApp, FMWhatsApp, etc.)\
  Install and use only the official WhatsApp application&#x20;

## Important Notes

* Not all banned accounts can be recovered
* Meta does not guarantee reinstatement after review
* Repeated violations significantly reduce recovery chances
* Permanent bans usually require:
* A new phone number
* Or a new WhatsApp Business Account (WABA)

## Frequently Asked Questions&#x20;

### How long does WhatsApp take to review and reply?

In most cases, WhatsApp (Meta) responds to review requests within 24 to 48 hours. This applies to both WhatsApp Business API reviews (through Meta Business Manager) and regular account appeals.

You’ll usually see the update directly in:

* Meta Business Manager (Account Quality), or
* Inside the WhatsApp app

That said, not every case is straightforward. If the issue is more complex—like repeated violations, business verification checks, or manual review—it can take up to 3–7 business days.

It’s also important to understand how Meta handles enforcement. They don’t jump straight to bans. Typically, it goes in stages: warning → restriction → ban → permanent disable.

Once you submit a review, the outcome will be either:

&#x20;  ✅ Reversed (account restored), or

&#x20;   ❌ Unchanged (ban remains)

A couple of important things to keep in mind:

* Sending multiple appeals won’t speed things up
* Always check your registered email or account status for updates
* Message/report-related reviews may take around 24 hours

### What should I do if WhatsApp does not reinstate my number?

If your appeal gets rejected, it usually means Meta has reviewed your case and confirmed a policy violation. In most situations, that decision is final, and the number cannot be recovered.

So the focus should shift to what you can do next.

First, accept that repeated appeals won’t help. Trying to reinstall or re-register the same number again and again won’t reverse the ban and may actually delay your next steps.

Before moving forward, take some time to understand why the ban happened. Common reasons include:

* Messaging users without proper opt-in
* High spam reports or block rates
* Sending bulk or irrelevant messages
* Violating WhatsApp policies

Fixing this is critical, otherwise the same issue will repeat.

If you’re using WhatsApp API, it’s best to remove the banned number from Meta before setting up a new one. You can do this by going to Business Settings → WhatsApp Accounts → selecting your WABA → and removing the number from the Phone Numbers section.

After that:

* Use a completely new number (old banned numbers cannot be reused)
* Create a new WhatsApp Business Account (WABA) if required
* Complete onboarding again

Before restarting, make sure everything is compliant:

* Proper opt-in collection
* Approved templates only
* No spam or bulk messaging
* Relevant and high-quality communication

Also, don’t start aggressively. Begin with low message volume and gradually increase it. This helps maintain a good quality rating.

In short, once a number is permanently banned, the only reliable solution is to start fresh with a compliant setup.

### My website is not functional — is that a problem for review?

Yes, it can definitely be a problem.

While a website is not always mandatory, having a non-functional or incomplete website can negatively impact your business verification and review process.

Issues that commonly cause rejection include:

* Website not loading or showing errors
* Under-construction or empty pages
* Broken links
* Missing business details
* Business name not matching your official details

From Meta’s perspective, your website is one of the key ways to verify your business legitimacy. If it looks incomplete or inconsistent, it raises trust issues.

Ideally, your website should clearly show:

* Your business name (matching your legal name)
* Description of your services/products
* Logo and branding
* Contact details

Also, while HTTPS is not strictly mandatory, having a secure and properly configured website is strongly recommended.

&#x20;In simple terms: your website should clearly represent your business and look trustworthy.

### What documents are needed for business verification?

Meta accepts a few standard types of documents for business verification. The key thing is that they must be valid, not expired, and issued by official authorities.

Commonly accepted documents include:

* Certificate or Articles of Incorporation
* Business registration or license
* Government-issued tax documents (like GST certificate)
* Business bank statement
* Utility bill (only for address/phone verification, not business name)

One important note:\
Business verification in Meta is not the same as getting a verified badge, so don’t confuse the two.

### How does WhatsApp check if a user has really opted in?

WhatsApp doesn’t directly verify opt-in through a checkbox or system on your side. Instead, it judges this based on how your messaging performs and how users react.

The biggest factor is user behavior.

If users are engaging normally, everything is fine. But if they:

* Block your number
* Report messages as spam
* Ignore messages completely

&#x20;WhatsApp assumes those users didn’t actually expect your messages.

It also looks at your messaging patterns. For example:

* Sending bulk messages suddenly
* Messaging users who never interacted before
* Very low reply rates

These are strong signals of unsolicited messaging.

If your account gets flagged, Meta may also expect you to explain:

* Where you collected opt-in
* What users agreed to receive
* When the consent was taken

If you can’t clearly show this, it’s treated as no valid opt-in.

Another factor is how the conversation started. If users came through ads, website forms, QR codes, or initiated chats themselves, that supports valid opt-in. If not, it may be seen as unprompted messaging.

So overall, WhatsApp doesn’t directly “check” opt-in — it checks whether your messaging behaves like users actually opted in.

### If one WhatsApp number is banned, will it affect other numbers in the same WABA?

It can affect other numbers, but not always directly.

Meta applies rules at both:

* Individual number level, and
* Overall WABA (account) level

Usually, a ban starts with one number. But if the issue is serious or repeated, it can impact the entire account.

For example, if one number gets a lot of spam complaints, it can reduce the overall reputation of your WABA. This may lead to:

* Lower quality rating
* Stricter monitoring for other numbers

If the same behavior continues across numbers, you may start seeing:

* Messaging limits
* Temporary restrictions
* Quality drops

In serious cases, Meta can take action on the entire account, including:

* Temporary restrictions (1–30 days)
* Permanent WABA disablement

It can also affect your ability to add new numbers.

So while one ban doesn’t instantly block all numbers, it definitely puts your entire account at risk.

### Everything looks normal in Meta, but it says “Number is Banned” when sending messages — why?

This happens more often than you’d expect.

Even if your Meta Business Suite or Account Quality shows everything as normal, your number can still be restricted at the phone number level.

This is because Meta works in layers, and not all restrictions show up immediately in the dashboard.

Some common reasons include:

* The restriction is applied only to that number and hasn’t reflected yet in Account Quality
* A temporary messaging block due to high volume or sudden campaigns
* Issues with specific templates or messaging context
* A recent policy violation that hasn’t updated in the dashboard yet

In these cases, messages may fail even though everything looks fine on the surface.

What you can do:

* Recheck Account Quality after some time
* Try sending with a different approved template
* Check if the issue is only for one number
* Review recent campaigns (volume, targeting, opt-in)

If it’s temporary, waiting and reducing activity usually helps. If it continues, you may need to raise a [**Review request**.](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration#request-review-appeal)


# Increase WhatsApp Marketing Message Delivery with the New Marketing Message

Learn how Marketing Messages API improves WhatsApp marketing delivery, how to enable it, and what changes with pricing and optimization.

## Marketing Messages API for WhatsApp

### What is the New Marketing Message API

Marketing Messages API for WhatsApp, earlier known as **MM Lite**, is Meta’s improved way of sending **marketing template messages** on WhatsApp.

Meta improves delivery by prioritizing users who are more likely to engage. This helps improve delivery quality and campaign performance.

{% hint style="info" %}
Please note that this feature is controlled by **Meta**. Picky Assist does not control delivery decisions.
{% endhint %}

### How it works

When a business sends bulk marketing messages, Meta does not deliver all messages immediately. The main idea is that Meta uses an automated optimization system instead of sending all marketing template messages instantly.

In the background, Meta checks customer engagement history, message quality, campaign performance, and sender reputation to predict who is most likely to interact. Based on this, Meta decides delivery order, message pacing, retries, and whether some messages should be delayed, limited, or discarded.

Messages are first sent to high-engagement users, and depending on the response, Meta may continue, slow down, or restrict further delivery. This helps improve delivery quality and protects the WhatsApp ecosystem from spam-like campaigns.

So, MM API is not a separate sending system; it is Meta’s smarter delivery layer for marketing messages that helps improve delivery rates and reduce spam-like messaging.

### How to enable Marketing Messages API

If your WhatsApp number was created and connected with Picky Assist before **28 April 2026**, you usually need to enable this manually from Meta Business Suite. (Refer Below Guide)&#x20;

If your WhatsApp number was connected to Picky Assist after **27 April 2026**, the Marketing Messages API is usually enabled automatically during onboarding.

### Before you start , the eligibility requirements

Meta only shows this option for eligible accounts.

Your account should have:

* An active WhatsApp Business Account
* Approved marketing templates
* Completed business verification
* Healthy account quality
* No major policy violations
* Compliance with WhatsApp Business Messaging Policies
* Business country and tax country not in restricted or sanctioned regions

If these are not completed, the onboarding popup may not appear.

### Check MM API eligibility from Picky Assist

You can also check whether the Marketing Messages API is eligible or already onboarded directly from Picky Assist.

Navigate to:

**More Menu → Settings →** [**Channels**](https://app.pickyassist.com/settings/channels)

<figure><img src="/files/JIi4zLApeydeQlYjYivL" alt=""><figcaption></figcaption></figure>

Then open the connected WhatsApp channel settings.

After the connected channel page opens, click **Settings**.

Inside this section, you can see the Marketing Messaging API status, such as:

* `ELIGIBLE`

<figure><img src="/files/8rfz5jsslFz2awubsfRA" alt=""><figcaption></figcaption></figure>

* `ONBOARDED`

<figure><img src="/files/uUew6dJFybzZmR6RtU4b" alt=""><figcaption></figcaption></figure>

This helps you quickly confirm whether the account is ready for onboarding or whether activation is already completed.

{% hint style="info" %}
This is often the easiest way to verify the current status before checking inside the Meta Business Suite.
{% endhint %}

### How to enable this for Picky Assist accounts

For WhatsApp Business Accounts connected with Picky Assist before **28th April 2028**, the activation must happen from Meta Business Suite

Picky Assist does not have a separate enable button.

{% stepper %}
{% step %}

### Open Meta Business Suite

Log in to **Meta Business Suite** with full admin access.

This is where the full setup starts.
{% endstep %}

{% step %}

### Open WhatsApp Accounts

Go to **Business Settings → Accounts → WhatsApp Accounts**.

<figure><img src="/files/Kq8qDim24B4zIHT1xADd" alt=""><figcaption></figcaption></figure>

Select the existing WhatsApp Business Account connected to your number.

Before moving forward, confirm:

* Business verification is completed
* The number is active
* Marketing templates are approved
* There are no account quality restrictions
  {% endstep %}

{% step %}

### Verify business setup

If business verification is incomplete, the Marketing Messages API option may not appear.

You can verify this from:

* Business Verification Status inside Meta
* [Meta Business Suite Setup & Configuration](/setting-up-guide/whatsapp-tips-and-tricks/meta-business-suite-setup-and-configuration)

{% hint style="info" %}
This is useful when onboarding is not appearing.
{% endhint %}
{% endstep %}

{% step %}

### Open WhatsApp Manager

From **WhatsApp Accounts**, open **WhatsApp Manager**.

<figure><img src="/files/EXxf7qlv2TrkAlmDmrEP" alt=""><figcaption></figcaption></figure>

This opens the management page for your selected number.
{% endstep %}

{% step %}

### Open the Overview section

Go to **WhatsApp Manager → Overview**.

For eligible older accounts, Meta usually shows a popup like as shown below;

* `Accept Terms to Get Started for Marketing Messages API`

<figure><img src="/files/gLFGnfTGCu6E3AI6M712" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/e9edsA2O7A2j29F40rrA" alt=""><figcaption></figcaption></figure>

* `Enable Marketing Messages API`

<figure><img src="/files/3eMiPidXQkXdvLtztCNT" alt=""><figcaption></figcaption></figure>

This is the most important step. This pop-up activates the feature.
{% endstep %}

{% step %}

### Click enable

Click **Enable** or **Accept Terms**.

Then complete the Terms of Service process.

This activates the Marketing Messages API for the account.
{% endstep %}

{% step %}

### Activation completed

Once enabled:

* Marketing templates start using optimized routing
* No extra setup is needed inside Picky Assist
* The feature becomes active automatically from Meta’s side
  {% endstep %}
  {% endstepper %}

### WhatsApp Cloud API vs Marketing Messages API

| Feature                         | Standard messaging flow | Marketing Messages API   |
| ------------------------------- | ----------------------- | ------------------------ |
| Marketing campaign optimization | Basic                   | Advanced AI optimization |
| Delivery priority               | Standard                | Optimized for engagement |
| Conversion tracking             | Limited                 | Advanced                 |
| Deep link support               | Limited                 | Supported                |
| Creative optimization           | No                      | Yes                      |
| Message TTL                     | Standard                | Customizable             |
| GIF header support              | Limited                 | Supported                |
| Bulk campaign performance       | Normal                  | Higher optimization      |

### Upcoming changes in WhatsApp marketing pricing

WhatsApp is gradually moving toward a performance-based pricing model for marketing messages.

This is closer to how Meta ad platforms work. Pricing may depend more on relevance and expected performance than on a flat per-message cost.

Meta is already experimenting with this in some countries.

#### Maximum price per marketing message

This feature lets businesses define the maximum amount they are willing to pay for a marketing message delivery.

Meta may then prioritize delivery based on:

* Message relevance
* Expected customer engagement
* Campaign quality
* Performance likelihood

If the content is more relevant and likely to perform better, delivery may be prioritized.

This is rolling out gradually in selected countries. It may expand in phases.

It does not affect utility or authentication templates. It mainly applies to marketing campaigns.

Read more: [Marketing messages pricing](https://developers.facebook.com/documentation/business-messaging/whatsapp/marketing-messages/pricing)

### How Meta improves delivery

Once this feature is enabled, Meta automatically handles:

* Message pacing
* Sending priority
* Retry attempts
* Delivery optimization
* Campaign quality improvements

Meta tries to deliver messages more intelligently based on user engagement patterns. This helps reduce failures and improve consistency.

{% hint style="warning" %}

### Important

Even after enabling this, Meta may still block some marketing messages if users are unlikely to engage.

This is normal. It helps maintain platform quality and prevents spam behaviour.
{% endhint %}

## Frequently Asked Questions

#### Will Marketing Messages API reduce **Healthy Ecosystem** and **Undeliverable** errors?

Marketing Messages API can help reduce these errors. It does not completely eliminate them.

Meta still applies delivery quality checks to protect user experience and prevent spam-like behavior.

When a business sends marketing messages, Meta looks at factors such as:

* How users have engaged with previous campaigns
* Message quality and relevance
* Customer response patterns
* Sender quality rating
* Whether users are likely to interact with the message

If Meta predicts that users may ignore, block, or react negatively, delivery may still be limited or rejected.

So yes, it improves delivery significantly for good-quality campaigns. It does not guarantee 100% delivery.

#### Will the Marketing Messages API cost anything extra?

As of now, pricing is generally similar to standard marketing template message pricing. There is no separate fixed charge or activation fee just for enabling the Marketing Messages API.

If you are already sending marketing template messages on WhatsApp, the pricing structure remains mostly the same.

However, Meta is gradually moving toward a more performance-based pricing model for marketing messages.

You can read more from [Maximum price per marketing message](#maximum-price-per-marketing-message)

Read more about pricing: [Marketing messages pricing](https://developers.facebook.com/documentation/business-messaging/whatsapp/marketing-messages/pricing)

#### How do Meta and WhatsApp use the data?

Meta uses campaign performance signals to improve how marketing messages are delivered in future campaigns.

This does **not** mean Meta reads private customer conversations or personal chats.

Instead, Meta focuses on marketing performance data such as:

* Delivery results
* Read rates
* Click rates
* Conversion tracking
* Engagement quality
* Template performance
* Customer interaction patterns
* Sender quality rating

For example, Meta checks things like:

* How many users opened the message
* How many clicked the CTA button
* How many completed a purchase or signup
* Whether users ignored, blocked, or reacted negatively to the campaign
* How well a template performed compared to previous campaigns

Using this information, Meta improves delivery optimization for future messages.

If a business consistently sends relevant and engaging campaigns, Meta is more likely to prioritize delivery.

If messages receive poor engagement or negative responses, Meta may reduce delivery priority to protect the WhatsApp ecosystem and user experience.

#### How do Meta and WhatsApp decide what gets delivered and to whom?

Meta does not deliver every marketing message equally to every user.

Instead, it uses its optimization system to decide which messages should be prioritized and which users are more likely to receive them successfully.

Meta looks at factors such as:

* Customer engagement history
* Message quality and relevance
* Business reputation
* Sender quality rating
* Campaign performance
* User likelihood to interact
* Previous customer response patterns

For example, Meta checks:

* Whether customers usually open your messages
* If they click your CTA buttons
* If they complete purchases or signups
* Whether users ignore messages frequently
* If customers block or report messages
* How well your previous campaigns performed

If users are more likely to engage positively, Meta gives higher delivery priority to those messages.

If Meta predicts low engagement or a negative user experience, delivery may be delayed, limited, or blocked.

This helps:

* Improve delivery quality
* Protect customer experience
* Reduce spam-like campaigns
* Maintain healthy ecosystem standards on WhatsApp

{% hint style="success" %}
The goal is not just sending more messages. It is sending better and more relevant messages to the right audience.
{% endhint %}


# WhatsApp Template Rejected & How To Fix ?

## Overview

While creating WhatsApp templates, it’s very common that some of them get **rejected by Meta**. This usually happens not because of big mistakes, but due to **small issues like wrong category, formatting, or variable usage**.

From our day-to-day usage, the best way to handle this is:

* First check **why it got rejected**
* Fix only that issue
* Then resubmit

If you follow this properly, most templates get approved in the next attempt itself.

## Common Reasons We See in Real Use

### 1. Wrong Template Category

This is one of the most common issues.

Example:

* You create an **order confirmation template**
* But add something like *“Get 20% off on your next purchase”*

Now it becomes **marketing + utility mixed**, and Meta rejects it.

* Keep **order messages → Utility**
* Keep **offers → Marketing**

### 2. Variable Mistakes

We often make small mistakes while adding variables.

Example mistake:

Here {{2}} is missing → ❌ rejected

Always keep variables **in order and meaningful**

### 3. Too Many Spaces / Bad Formatting

Sometimes while typing or copying, extra spaces or line breaks come.

Example:

Keep it simple and clean

### 4. Spammy or Aggressive Content

If the message looks like spam, Meta will reject it.

Example:

A rejected template usually fails for one specific reason. Check the rejection reason, fix only that issue, and submit again.

Most rejections come from category mismatch, variable errors, formatting problems, or policy-sensitive content. For the base rules, see [Guidelines](/setting-up-guide/connecting-channels/whatsapp-templates/guidelines).

### Common rejection reasons

#### Wrong category

Do not mix utility and marketing content in one template.

* **Rejected:** `Your order is confirmed. Get 20% off on your next purchase.`
* **Fix:** Keep order updates as **Utility**. Keep offers as **Marketing**.

#### Variable errors

Variables must be sequential and meaningful.

* **Rejected:** `Hello {{1}}, your order {{3}} is confirmed`
* **Fix:** `Hello {{1}}, your order {{2}} is confirmed`

#### Bad formatting

Extra spaces, broken lines, too many symbols, and messy copy can trigger rejection.

* **Rejected:** `Hello {{1}}`\
  `Your order is ready!!!`
* **Fix:** `Hello {{1}}, your order is ready.`

#### Spammy wording

Messages that look pushy or misleading are often rejected.

* **Rejected:** `Hurry!!! Limited offer!!! Click now!!!`
* **Fix:** `Limited-time offer available. Click below to explore.`

#### URL problems

Use full and trusted URLs. Avoid shortened links.

* **Rejected:** `bit.ly/offer`
* **Fix:** `https://yourwebsite.com/offer`

#### Sensitive information

Keep tone **professional, not pushy**

### 5. URL Issues

Using short links or unclear links causes rejection.

Example:

> bit.ly/offer

Fix:

> <https://yourwebsite.com/offer>

Always use **proper full URLs**

### 6. Asking Sensitive Information

This is strictly not allowed.

Example:

> Share your OTP / bank details

Fix:

> Use the OTP sent to your number. Do not share it with anyone.

Do not ask for OTPs, banking details, passwords, or similar data.

* **Rejected:** `Share your OTP / bank details`
* **Fix:** `Use the OTP sent to your number. Do not share it with anyone.`

#### Language mismatch

The selected template language must match the actual message content.

### If rejection keeps happening

Sometimes the template is fine, but the account has an issue.

Check for:

* Your **WhatsApp Business account is restricted**
* Your account has **policy violations**
* Quality rating is low or flagged by Meta
* Go to [**Template Logs**](https://app.pickyassist.com/channel_status/wp_official_managed_status/logs) **in Picky Assist**
* See the exact reason (very important)
* Here we can see Template is Approved,Pending, or Rejected
* Go to [**Template Logs**](https://app.pickyassist.com/channel_status/wp_official_managed_status/logs) **in Picky Assist**
* See the exact reason (very important)
* Here we can see Template is Approved,Pending, or Rejected
* Go to **Picky Assist Dashboard**
* Click on **All Menus → Settings →** [**WhatsApp Templates**](https://app.pickyassist.com/whatsapp-templates)
* Here you can see the list of templates
* For each template, on the **top right corner**, you will see a **green tick ✅**
* Go to **Picky Assist Dashboard**
* Click on **All Menus → Settings →** [**WhatsApp Templates**](https://app.pickyassist.com/whatsapp-templates)
* Here you can see the list of templates
* For each template, on the **top right corner**, you will see a **green tick ✅**

If template submission fails repeatedly without a clear content issue, review the account status in Meta Business Manager.

### Check the status

#### In Picky Assist

Open [**Template Logs**](https://app.pickyassist.com/channel_status/wp_official_managed_status/logs) to see whether the template is **Approved**, **Pending**, or **Rejected**.

You can also open [**WhatsApp Templates**](https://app.pickyassist.com/whatsapp-templates) from **All Menus → Settings**.

* A **green tick** means the template is approved.
* A rejected template shows the rejected status instead.

Sometimes we select one language but type in another.

Example:

* Language selected: English
* Message: Spanish

Fix:

* Either change language
* Or rewrite message

## Additional Issue We Face in Real Use

Sometimes, even if your template is correct, it may still **fail to get approved or even fail to submit**.

This usually happens when:

* Your **WhatsApp Business account is restricted**
* Your account has **policy violations**
* Quality rating is low or flagged by Meta

### How to Identify This

* Template submission itself may **fail**
* Or templates get **rejected repeatedly without clear reason**
* You may also see warnings in **Meta Business Manager**

## Checking Template Approval or Rejection Status

### 1. How to Check if a Template is Approved (From Picky Assist)

#### Step 1: Check Template Logs

* Go to [**Template Logs**](https://app.pickyassist.com/channel_status/wp_official_managed_status/logs) **in Picky Assist**
* See the exact reason (very important)
* Here we can see Template is Approved,Pending, or Rejected

<figure><img src="/files/oanbumgIvqM7wcGWMY0L" alt=""><figcaption></figcaption></figure>

### Alternative way to check the same

* Go to **Picky Assist Dashboard**
* Click on **All Menus → Settings →** [**WhatsApp Templates**](https://app.pickyassist.com/whatsapp-templates)
* Here you can see the list of templates
* For each template, on the **top right corner**, you will see a **green tick ✅**

<figure><img src="/files/aTfJ7b6jpj3Qs1Zg2xjB" alt=""><figcaption></figcaption></figure>

{% hint style="success" %}
If the green tick is visible, the template is **approved**
{% endhint %}

<figure><img src="/files/RWQOzzH31anNiOKSlpwS" alt=""><figcaption></figcaption></figure>

{% hint style="danger" %}
This template is **Rejected**
{% endhint %}

### 2. How to Check if a Template is Rejected (From Meta Business Manager)

If you want to check detailed status (especially rejection), follow this:

* Open **WhatsApp Business Suite / Meta Business Manager**
* Select your **Business Portfolio**
* Go to **Settings**
* Under settings:
  * Select your **WhatsApp Account**
* Scroll down and click on **WhatsApp Manager**
* On the left side:
  * Click on **Message Templates**
  * Then click on [**Manage Templates**](https://business.facebook.com/latest/whatsapp_manager/message_templates)

#### In Meta Business Manager

Go to **WhatsApp Manager → Message Templates → Manage Templates**.

There you can view the exact status of each template, including **Active**, **Rejected**, and **In Review**.

### Edit and resubmit

1. Open the rejected template in **Meta Business Manager**.
2. Click **Edit Template**.
3. Fix the rejection reason only.
4. Click **Submit for Review**.

### Sync status back to Picky Assist

Template status does **not** sync automatically after you edit a template in Meta.

To refresh it in Picky Assist:

1. Open [**WhatsApp Templates**](https://app.pickyassist.com/whatsapp-templates)
2. Click **Sync With WhatsApp Account**
3. Recheck the template status or **Template Logs**

<figure><img src="/files/Oy0dnQYP7hXJaZspI5Mg" alt=""><figcaption></figcaption></figure>

{% hint style="warning" %}
Until you sync, Picky Assist may still show the old status.
{% endhint %}

### Editing rules

* If the template is **approved** and you need a major content change, create a new template
* If the template is **rejected**, fix only the rejection reason and resubmit
* Avoid frequent edits because repeated changes can slow down approvals
* Avoid repeated rejections because they may affect template quality review
* View **all templates**
* Check whether they are **Active / Rejected / In Review**
* **Pending** — You cannot edit it while Meta reviews it.
* **Rejected** — You can edit and resubmit it.
* **Approved** — Small edits may be limited. Major changes usually need a new template.

If an approved template needs major content changes, create a new one instead of editing repeatedly.

### Quick checklist

Before you submit:

* Select the correct category
* Keep variables in order like `{{1}}`, `{{2}}`
* Remove extra spaces and noisy formatting
* Avoid sensitive or misleading content
* Match the language to the message

{% hint style="info" %}
Template approval is done by **Meta only**\
Picky Assist has **no role in approval/rejection**
{% endhint %}

<figure><img src="/files/6b80HVHLOG7PZOSBevpb" alt=""><figcaption></figcaption></figure>

## How to Edit and Resubmit Rejected Templates (Meta Business Manager)

#### Step 1: Open Rejected Template

* Go to **WhatsApp Manager** in **Meta Business Manager**
* Navigate to **Message Templates → Manage Templates**
* Find and click on the **rejected template**

#### Step 2: Edit the Template

* On the **top right corner**, click on **Edit Template**
* Make the necessary corrections based on the **rejection reason**
  * Fix content
  * Correct variables
  * Update formatting or category

<figure><img src="/files/PKEgsmktaoYZivGEy9EJ" alt=""><figcaption></figcaption></figure>

#### Step 3: Resubmit for Approval

* After making changes, scroll down
* Click on **Submit for Review** (bottom right corner)

<figure><img src="/files/YdlnbHoNPljKpMRUBnie" alt=""><figcaption></figcaption></figure>

## Best Practical Steps While Editing

### 1: Fix Only That Issue

* Don’t change everything.
* Just fix what Meta pointed out.

### 2: Clean the Content

* Remove extra spaces
* Fix grammar
* Make message clear

### 3: Recheck Variables

* Proper format → `{{1}}`
* No skipping numbers
* Make sure they make sense

### 4: Submit Again

* Resubmit template
* Usually gets approved if fixed correctly

## Real Examples from Daily Use

#### ❌ Rejected

> Your order is confirmed! Get 20% off now

✔ Issue: Mixed category

✅ Fixed

> Your order is confirmed successfully

#### ❌ Rejected

> Hello {{1}}, order {{3}} ready

✔ Issue: Wrong variable

✅ Fixed

> Hello {{1}}, your order {{2}} is ready

#### ❌ Rejected

> Hurry!!! Buy now!!!

✔ Issue: Spam tone

✅ Fixed

> Check out our latest offers

### Important Note

{% hint style="info" %}
Template approval is done by **Meta only**\
Picky Assist has **no role in approval/rejection**
{% endhint %}

### Quick Checklist - We Should Follow

Before submitting, just check:

* Correct category selected
* Variables in order (`{{1}}`)
* No extra spaces or weird formatting
* No sensitive content
* Message is simple and clear

This alone avoids most rejections

{% hint style="success" %}
Once you understand the pattern, you can get templates approved **very quickly without trial and error**.
{% endhint %}


# How to Appeal for WhatsApp Template Category Changes&#x20;

## Overview

Sometimes, Meta may assign a **different category** (Marketing / Utility / Authentication) than what you selected while creating the template.

In such cases, you can **request a category review (appeal)** directly from **Meta Business Manager**.

## Steps to Request Template Category Review

### Step 1: Open WhatsApp Manager

* Log in to **Meta Business Suite**
* Select your **Business Portfolio**
* On the left side, click on **WhatsApp Accounts**
* Choose your **WhatsApp Account**
* Click on [**WhatsApp Manager**](https://business.facebook.com/latest/whatsapp_manager/phone_numbers/?business_id=1385424952609590\&tab=phone-numbers\&nav_ref=whatsapp_manager\&asset_id=663206622988742) (Bottom Right Corner)

<figure><img src="/files/Wd09VTwYTkmWxMPYpb2D" alt=""><figcaption></figcaption></figure>

### Step 2: Navigate to Templates

* Click on [**Manage Templates**](https://business.facebook.com/latest/whatsapp_manager/message_templates/?business_id=1385424952609590\&tab=message-templates\&filters=%7B%22date_range%22%3A7%2C%22language%22%3A\[]%2C%22quality%22%3A\[]%2C%22search_text%22%3A%22%22%2C%22status%22%3A\[%22APPROVED%22%2C%22IN_APPEAL%22%2C%22PAUSED%22%2C%22PENDING%22%2C%22REJECTED%22]%2C%22tag%22%3A\[]%7D\&nav_ref=whatsapp_manager\&asset_id=663206622988742)
* Here you can see all your templates

### Step 3: Open Category Review Section

* Look for the link:\
  **“Review category updates in Business Support Home”**
* Click on that link

<figure><img src="/files/0HWnATcmWTXldTuHZqne" alt=""><figcaption></figcaption></figure>

### Step 4: Select Template Category Updates

* On the left side, choose **Template Category Updates**
* You will see the list of templates available for review
* Select the template you want to appeal
* Submit the request for **category review**

<figure><img src="/files/eYXiauiVpTcHTWCiJKpB" alt=""><figcaption></figcaption></figure>

{% hint style="danger" icon="hourglass-end" %}
You can request a category review **only within 60 days of template creation**
{% endhint %}


# Why 40% of Your WhatsApp Messages Fail and How to Fix?

Businesses using WhatsApp for marketing are facing a serious and confusing challenge, a large percentage of messages are not getting delivered.

Often it is noticed that only 30% to 60% of their messages actually reach users. The rest fail with a system-generated response as below;&#x20;

#### Delivery & Ecosystem Filtering Errors

* “Message Undeliverable”
* “This message was not delivered to maintain healthy ecosystem engagement”
* “In order to maintain a healthy ecosystem engagement, the message failed to be delivered.”
* “Message failed to send because it did not meet the requirements to maintain healthy ecosystem engagement.”
* “Meta chose not to deliver.”<br>

These messages are often misunderstood as a technical failure. In reality, it reflects a deliberate, intelligent filtering mechanism built by Meta.

WhatsApp has evolved into a controlled communication ecosystem, where every outbound message is evaluated before delivery. The platform now prioritizes user experience, relevance, and engagement over volume.

This means one thing. Traditional bulk messaging strategies are no longer compatible with how WhatsApp works today!

### The Truth Behind the Delivery Problem

There is no official documentation from Meta stating that only 40% of messages will be delivered. However, many businesses consistently observe delivery rates hovering around that mark.

This has led to the myth of a “40% rule.”

In reality, this pattern emerges due to multiple layers of filtering working together simultaneously. Each message you send is evaluated through a combination of systems that assess:

* The likelihood that the recipient will engage with the message
* The historical interaction between your business and that user
* The category and relevance of the message
* The current “message load” that the user is experiencing from all businesses

If WhatsApp determines that a message is unlikely to be valuable to the user, it may choose not to deliver it at all.

So when your delivery rate drops to 40%, it’s not random. It’s the system optimizing for user experience and filtering out what it considers low-value communication.

### How WhatsApp Decides Whether to Deliver a Message?

Meta’s messaging system operates on multi-layer evaluation before delivery. Unlike email or SMS, WhatsApp does not follow a “send → deliver” pipeline.

Instead, every message passes through three sequential filters:

#### 1. Eligibility Filter (Can this message be delivered?)

* Is this a marketing template?
* Does the user fall under frequency limits?
* Is there a valid opt-in?

#### 2. Quality Filter (Should this business be allowed to send?)

* Sender quality rating
* Block/report rate
* Engagement history

#### 3. Relevance Filter (Will the user engage?)

* Past interaction with this business
* Behavioral prediction models
* Message type and context

Only if a message passes all three layers:\
→ It gets delivered

Otherwise:\
→ It is silently dropped or returns the ecosystem error

### Why Does WhatsApp Reject Bulk Messages?

#### Frequency Capping: The Hidden Gatekeeper

Frequency capping operates at the user level, not the business level, which is why it is often misunderstood.

Meta restricts how many marketing messages a user can receive within a certain timeframe across all businesses. This cap is dynamic and influenced by user behavior, region, and overall ecosystem activity.

Here’s what makes this critical:

Even if your business has:

* A high-quality rating
* Fully approved templates
* A compliant API setup

your message can still be blocked if the user has already reached their threshold from other brands.

This creates a situation where delivery becomes contextual to the user’s inbox, not your campaign.

That’s why businesses often see inconsistent delivery rates across different audience segments.

### Quality Rating and User Feedback Signals

Every WhatsApp Business account is assigned a quality rating, which acts as a reputation score.

This rating is continuously updated based on how users interact with your messages. Positive signals include replies, clicks, and continued engagement. Negative signals include ignoring messages, blocking the number, or reporting it.

When negative signals increase, WhatsApp interprets your communication as less valuable. As a result:

* Message delivery may be slowed down (throttling)
* Fewer messages are allowed through
* Campaign reach becomes restricted

If the quality rating drops significantly, your messaging capabilities may be partially or fully suspended.

What’s important to understand is that this is not a one-time penalty. It creates a compounding effect, lower engagement leads to lower delivery, which leads to even lower engagement.

### Opt-In Quality: The Compliance Layer Most Businesses Ignore

Consent is not just a legal requirement; it’s a core delivery signal. Meta distinguishes between high-quality opt-ins and low-quality or invalid ones.

High-quality opt-ins occur when users:

* Explicitly agree to receive messages via forms
* Initiate conversations themselves
* Interact through click-to-WhatsApp ads

Low-quality opt-ins include:

* Purchased or scraped contact lists
* Old CRM data with no recent interaction
* Assumed consent without clear user action

Messages sent to low-quality opt-ins are far more likely to be filtered because they lack trust signals. This is one of the most overlooked reasons why campaigns fail.

#### Case 1: Real Estate Industry (Cold Leads & Weak Opt-Ins)

A real estate company promotes a new property launch by sending WhatsApp messages to a large database collected over several years. This list includes outdated leads, contacts from third-party sources, and users who never provided explicit or recent consent. While the campaign content may be relevant to active buyers, the lack of trust and recognition becomes a major barrier.

* Many users do not remember interacting with the business
* Messages feel unsolicited or intrusive due to lack of clear opt-in
* Recipients ignore, archive, or mentally filter out the communication

Because engagement is extremely low, the campaign fails to generate meaningful interaction.

Result: WhatsApp’s system flags these interactions as weak trust signals, leading to aggressive filtering. Delivery rates drop significantly, and the sender’s quality rating may decline, impacting all future campaigns.

### Content Classification and Template Scrutiny

WhatsApp categorizes messages into three main types:

* Marketing (promotions, offers)
* Utility (updates, reminders, confirmations)
* Authentication (OTPs, verification codes)

Marketing messages are subject to the strictest filtering.

Even after template approval, performance is continuously evaluated. If users do not engage with a template; or worse, react negatively, future messages using similar patterns may be suppressed.

Messages that lack context, personalization, or clear value are more likely to be filtered because they resemble spam behavior.

### Unofficial Tools and Automation Abuse

Many businesses attempt to bypass restrictions using unofficial tools. These tools often simulate human-like sending patterns but operate outside the official API ecosystem. WhatsApp’s systems are highly effective at detecting such behavior.

Once detected, consequences can include:

* Immediate message failures
* Temporary or permanent bans
* Loss of sender reputation

Even if these tools appear to work initially, they create long-term damage that is difficult to recover from.

### Why Does Delivery Drop So Dramatically?

#### Poor Audience Targeting

Sending a single message to an entire database assumes that all users have the same intent. This assumption is fundamentally flawed in WhatsApp’s ecosystem. When a large portion of recipients does not engage, WhatsApp detects low relevance and reduces delivery for future messages. This makes poor targeting one of the fastest ways to damage delivery performance.

**Case 2: Textile Industry (Bulk Promotion Failure)**&#x20;

A textile retailer launches a WhatsApp campaign promoting a “Stock Clearance Sale” and broadcasts the same message to their entire customer database without segmentation. This database includes recent purchasers, occasional festive shoppers, and users who have not interacted with the brand for a long time. While the offer itself is attractive, it lacks contextual relevance for a large portion of the audience.<br>

* Recent buyers who just made a purchase have no immediate need, so they ignore the message
* Inactive users fail to recognize the brand or have lost interest over time
* Seasonal shoppers (e.g., festival-only buyers) do not find the timing relevant<br>

As a result, a significant percentage of recipients do not engage with the message.<br>

**Result:** WhatsApp’s relevance and engagement filters detect low interaction signals and begin reducing delivery for future campaigns, even if those campaigns are better targeted.

#### Inactive or Cold User Lists

Users who have not interacted with your business recently are considered low-engagement recipients.

If a user:

* Has not opened previous messages
* Has not replied
* Does not recognize your business

They are less likely to receive new messages. WhatsApp prioritizes recent engagement signals, not historical relationships.

#### Over-Reliance on Promotional Messaging

Accounts that primarily send promotional content without balancing it with useful or conversational messages are categorized as low-value senders.

This classification leads to:

* Reduced delivery priority
* Increased filtering
* Lower long-term engagement

WhatsApp rewards businesses that provide value consistently, not just those that promote.

**Case 3: Hospitality Industry (Over-Promotion Impact)**&#x20;

A hotel chain aggressively promotes its offers by sending frequent WhatsApp campaigns; daily or multiple times a week, highlighting discounts, weekend deals, and seasonal packages. Initially, users may respond positively, but over time the lack of variation and excessive frequency leads to message fatigue. The communication becomes predictable and loses perceived value.

* Users gradually stop opening promotional messages
* Some mute notifications or ignore the chat entirely
* Engagement rates (clicks, replies, bookings) steadily decline

As user interest drops, negative engagement signals begin to accumulate.

Result: WhatsApp interprets this pattern as low-value communication, reducing delivery priority and throttling future messages. Even well-timed or relevant offers later struggle to reach the same audience.

### Regional Sensitivity and High-Volume Markets

In regions with high WhatsApp usage, such as India, competition for user attention is intense.

Users receive a large number of business messages daily, which increases the need for strict filtering.

While Meta does not publish a fixed daily limit for marketing messages per user, businesses often experience practical limits due to:

* Frequency capping
* High competition
* User fatigue

This creates the perception of a strict cap, even though the system is dynamic.

**India-Specific Limits**

In India, businesses are generally limited to sending only 2 marketing messages per user every 24 hours.

**Reasons for the Limit**

Combating Spam Fatigue: India is one of WhatsApp's largest markets for business API use, with over 100,000 businesses. Meta found that bombarding users with multiple marketing messages without a response led to high rates of blocking, muting, and archiving.<br>

Improving Engagement: By making messages "scarce," Meta aims to ensure that the ones that do get through are more relevant and have higher read rates.

Regulatory Alignment: The Telecom Regulatory Authority of India (TRAI) has been tightening rules on "Unsolicited Commercial Communication" (UCC). Meta's capping aligns with this broader local push to protect consumers from aggressive digital marketing.&#x20;

**How the "2-Message" Rule Works?**

Initial Cap: A business is generally limited to sending two marketing template messages to a user within a 24-hour window.

The "Response" Unlock: This limit only applies if the user does not respond.

If the user replies, the conversation shifts into a "service window" where free-form messaging is allowed without these specific caps.

Global Aggregation: The limit is often per-user, not per-business. If a user has already received their daily quota of marketing messages from other brands, your first message of the day might still fail to deliver.

## How to Fix WhatsApp Delivery Issues?

#### 1. Move from Bulk Messaging to Event-Driven Communication

Event-driven messaging is based on user actions rather than campaign schedules.

Instead of sending messages at fixed times, messages are triggered by specific behaviors such as:

* Booking an appointment
* Abandoning a process
* Completing a purchase

These messages are inherently more relevant, which significantly increases their chances of being delivered and engaged with.

#### 2. Use the Official WhatsApp Business API

The official API ensures that your messaging activity aligns with Meta’s policies. To fully leverage this, it’s important to work with an authorized Business Solution Provider (BSP) like Picky Assist, who can guide your campaign strategy and help optimize delivery and engagement performance at scale.

It provides:

* Reliable message delivery infrastructure
* Access to analytics and quality metrics
* Compliance with evolving platform rules

Using unofficial tools may seem convenient, but it introduces instability and risk.

#### 3. Strengthen Your Opt-In System

Focus on collecting consent that is:

* Recent
* Explicit
* Contextual

Users should clearly understand:

* Why they are receiving messages
* What type of content they will receive

Stronger opt-ins lead to higher engagement, which directly improves delivery.

**Practical ways to collect high-quality opt-ins:**

* In-store QR codes:\
  Place QR codes at billing counters, entrances, or trial rooms with a clear CTA like “Get order updates & exclusive offers on WhatsApp.”
* QR codes on packaging:\
  Add a scan-to-WhatsApp opt-in on product boxes, carry bags, invoices, or receipts to capture customers right after purchase.
* Website & landing page forms:\
  Include a WhatsApp opt-in checkbox with clear consent messaging during sign-ups, checkouts, or inquiry forms.
* Click-to-WhatsApp ads:\
  Run ads that open directly into WhatsApp chats, allowing users to initiate the conversation themselves (high-intent opt-in).
* Post-purchase opt-in prompts:\
  After a transaction, ask customers if they want updates like order tracking, offers, or reminders via WhatsApp.
* Event or in-person registrations:\
  Collect opt-ins during events, exhibitions, or store visits with a simple digital form or QR scan.
* Double confirmation (opt-in validation):\
  Send a confirmation message like “Reply YES to receive updates” to ensure genuine consent.

#### 4. Respect User Choice

Ensure every outgoing marketing message includes a clear and easy opt-out option, allowing recipients to unsubscribe from future communications at any time.

* Include a visible opt-out or unsubscribe option in every message
* Make the opt-out process simple, quick, and user-friendly
* Honor unsubscribe requests instantly without delays

#### 5. Segment Your Audience Deeply

Segmentation allows you to tailor messages based on user behavior and intent.

Instead of one broad audience, create smaller groups based on:

* Recent activity
* Interests
* Lifecycle stage

This increases relevance and reduces the likelihood of filtering.

#### 6. Personalize Communication at Scale

Personalization isn’t optional. It is expected in business.

Messages that reference:

* User names
* Previous actions
* Specific needs

Feel more relevant and are more likely to generate engagement. Higher engagement improves your sender reputation, which improves delivery over time.

#### 7. Maintain a Healthy Messaging Mix

A balanced communication strategy is essential.

Accounts that include a mix of:

* Informational updates
* Customer support interactions
* Limited promotional content

are viewed as more valuable and trustworthy.

This balance helps maintain a strong quality rating.

#### 8. Gradually Warm Up New Numbers

New numbers do not have established trust signals. Starting with high-volume campaigns can trigger immediate filtering. Instead, begin with small volumes and gradually increase messaging as engagement builds. This helps establish a positive reputation from the start.

#### 9. Use the 24-Hour Customer Service Window Strategically

When a user initiates a conversation, businesses gain a 24-hour window to respond freely.

Messages sent during this period:

* Are less restricted
* Have higher delivery rates
* Encourage natural interaction

Encouraging inbound conversations is one of the most effective long-term strategies.

#### 10. Monitor and Act on Quality Rating

Your quality rating is an early warning system.

If it starts to decline, it indicates:

* Poor targeting
* Low engagement
* Message fatigue

Taking immediate action, such as pausing campaigns and refining targeting, prevents long-term damage.

#### 11. Clean Your Database Regularly

An outdated database reduces performance.

Removing inactive users improves:

* Engagement rates
* Delivery rates
* Overall campaign effectiveness

A smaller, active audience is far more valuable than a large, unresponsive one.

### Final Takeaway

WhatsApp marketing is fundamentally different from traditional digital marketing channels. Success is no longer driven by how many messages you send.  It is driven by how relevant, timely, and valuable your messages are. The “healthy ecosystem” error is not a barrier, It’s feedback.

It tells you that your messaging strategy needs to evolve. Businesses that adapt to:

* Event-driven communication
* High-quality opt-ins
* Personalized engagement

will not only improve delivery but also achieve significantly better results.

## Frequently Asked Questions on WhatsApp Frequency Capping

#### 1. Why are my WhatsApp messages failing even though everything is set up correctly?

Because delivery depends on user engagement, message relevance, and platform filtering, not just technical setup.

#### 2. What is WhatsApp frequency capping?

WhatsApp frequency capping is a control mechanism set by Meta Platforms to prevent users from receiving too many marketing messages and to maintain a healthy messaging experience. It limits how often businesses can send marketing template messages to the same user within a specific time frame.

#### 3. Is there a fixed limit like 2 messages per day?

Not exactly. While many businesses experience a practical limit (such as 1–2 marketing messages per user within 24 hours), Meta does not officially publish a fixed universal number. The limit is dynamic and depends on factors like user engagement, message load, and regional controls.

#### 4. Why do additional messages fail?

If a user has already reached their allowed threshold for marketing messages, either from your business or others; any additional messages may fail with errors like “healthy ecosystem engagement”. This happens even if your account is in good standing.

#### 5. Does frequency capping apply to all message types?

No. Frequency capping primarily applies to marketing templates.

* Utility messages (order updates, reminders) are less restricted
* Authentication messages (OTPs) have the highest priority and minimal limits

#### 6. How can businesses avoid hitting frequency caps?

To stay within limits and improve delivery:

* Send marketing messages only to engaged users
* Avoid repeated broadcasts to the same audience
* Use event-based or trigger-based messaging instead of bulk campaigns
* Balance marketing with utility and conversational messages

#### 7. Do users need to save my number?

Not necessarily, but recognition and prior interaction significantly improve delivery chances.

#### 8. Are marketing messages more restricted?

Yes. Marketing messages face stricter filtering compared to utility and authentication messages.

#### 9. What improves delivery the most?

Consistent user engagement. Messages that users respond to positively are more likely to be delivered in the future.

\
\ <br>


# Working With Prebuilt CRM Modules

Get started with Prebuilt

Prebuilt modules offer a quick and efficient way to set up essential CRM features tailored to your business needs. They come with various ready-made configurations designed to simplify your tasks and streamline operations. Let's get started with Prebuilt.


# Introduction

Getting Started with Prebuilt

Prebuilt modules are ready-made configurations that can be quickly added to new projects during the final step of the onboarding process. These modules are designed to offer ready-to-use functionality, helping customers set up their projects faster and more efficiently. Instead of configuring everything from scratch, customers can leverage these pre-configured modules to save both time and effort.

For example, if a new customer subscribes to Picky Assist to automate their business, they would typically have to configure everything from scratch, including modules, flows, views, and other components. This process can be time-consuming, require significant effort, and increase the chances of configuration errors. This is where prebuilt modules are helpful. By choosing prebuilt modules, customers receive sample modules, flows, connectors, and other features already set up. They can review these configurations to get a better understanding of how everything works and customize them according to their specific needs. Prebuilt modules are especially useful for new customers who aren’t yet familiar with the platform, saving them time and effort.

The foundation of the prebuilt setup lies in the CRM modules, which serve as the core components. These CRM modules are integral because they store and organize key business data, such as leads, contacts, companies, deals, and meetings. Every other feature in the system is connected to these CRM modules, forming a structure.

In the prebuilt configurations, features such as CRM Modules, Flows, Connectors, Schedulers, macro Buttons, Analytics Reports, Email Templates, CRM views etc are included along with the modules. These components collectively cover nearly all the features offered on the Picky Assist platform. For example, workflows (Flows) are closely tied to CRM modules and are triggered by specific events within them, while Connectors enable integrations with third-party applications, further automating tasks and syncing data across different systems.

Additionally, the selection of CRM modules during the prebuilt setup determines the associated features. For instance, when you choose a particular CRM module, like Leads or Deals, related configurations such as workflows, views are also installed along with it. This association ensures that all components work together, allowing for efficient automation and streamlined business processes.

**Below is a quick comparison showing the main differences between Prebuilt and Built from scratch modules**

<table data-header-hidden><thead><tr><th width="175"></th><th></th><th></th></tr></thead><tbody><tr><td><br></td><td><strong>Prebuilt Modules</strong></td><td><strong>Built from Scratch Modules</strong></td></tr><tr><td>Setup Time</td><td>Quick and ready to use configurations</td><td>Time-consuming, requires manual setup. Configure everything from scratch</td></tr><tr><td>Effort</td><td>Minimal effort required</td><td>Requires significant effort to configure</td></tr><tr><td>Configuration</td><td>Pre-configured features along with modules.</td><td>Must manually configure modules, flows, etc.</td></tr><tr><td>Customization</td><td>Fully customizable and Customizable based on existing configuration. Existing configurations can be modified as per the requirements</td><td>Fully customizable, but everything is manual.</td></tr><tr><td>Errors/Configuration Risks</td><td>Lower chance of errors with prebuilt setups.</td><td>Higher risk of configuration mistakes.</td></tr><tr><td>Learning Curve</td><td>Easier for new users with guided structure.</td><td>Steeper learning curve, especially for beginners.</td></tr><tr><td>Best for</td><td>New users unfamiliar with the platform.</td><td>Advanced users who want full control.</td></tr></tbody></table>


# Onboarding

Installing Prebuilt while onboarding

The Prebuilt Modules selection is displayed during the final step of onboarding, right after the ‘**Connect Channel**’ step. This allows you to choose the modules you want to install in your projects. During the Prebuilt Modules selection step, you can choose the desired modules and click the '**Preview Components**' button to view the configurations associated with the selected modules.

<figure><img src="/files/pTW9cvWZ6c3RG9GtUpQr" alt=""><figcaption></figcaption></figure>

After selecting the desired modules, customers can view a list of associated configurations and features by clicking on the ‘Preview Components’ button, which provides a clear overview of the features that will be included. This may include **Chatbots, Workflows, Funnels, CRM Filter Views, Kanban Views, Macro Buttons, Analytics Reports, Email Templates, Connectors, and Schedulers**. The configurations shown in the preview will depend on the prebuilt modules you selected. Connectors, Chatbots, Reports, the Email Builder, and other features (such as Workflows and Views) that are related to **System modules** that are not associated with any Prebuilt modules will be displayed in the preview by default, without requiring module selection. The below image shows the 'Preview Components' page.

<figure><img src="/files/DYqxBrQKi6HmpIAKztPc" alt=""><figcaption></figcaption></figure>

At this stage, you can choose either the 'Complete' or ‘Skip & Complete’ button to finish the onboarding process. If you click the 'Skip & Complete' button, none of the configurations (including those of the System modules) will be installed, meaning you will receive a fresh new project. If you click the 'Complete' button, the prebuilt modules you selected, along with the default configurations shown in the preview will be installed in the new project. If you want to go to the Modules selection page click on the back icon near to CRM Configurations. Simply put, if you click the '**Complete**' button without selecting any modules, the **System** Module configurations and the configurations above mentioned which are not associated with any modules, as shown in the 'Preview Components,' will still be installed in your new project.

### **Installing Prebuilt Modules After Onboarding**

If a user decides to skip the Prebuilt modules during onboarding but later wishes to install the Prebuilt features in their current project, they can do so by clicking on the '**Install Prebuilt Modules**' button on the Modular CRM page. Here, they can select the desired modules, preview the accompanying features, and click 'Install' to add the Prebuilt modules and configurations to the project.

<figure><img src="/files/t3OXJHUZ4IRWdeGr64Bw" alt=""><figcaption></figcaption></figure>

Also if you are deleted any of the features in Prebuilt and you can later install that deleted feature by using this option

{% hint style="info" %}
**When selecting Prebuilt modules during onboarding or while selecting when installing from the Modular CRM page, some modules may automatically select other associated modules due to relationships via lookup fields. Deselecting any of these associated modules can cause configuration errors and missing fields in related configurations.**
{% endhint %}


# Modules

Modules included in Prebuilt

The core of the Prebuilt is the CRM Modules, which store data as records and serve as a repository. These modules enable different types of automation, streamline tracking, and support various functions depending on the specific module, each designed for a distinct purpose. Every other feature is associated with each module. Some modules are associated with other modules through lookup fields, so when you select a module, the associated modules are automatically selected as well. So the features installed on your projects will depend upon the prebuilt modules you have selected. For knowing more about the CRM modules [click here](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/fundamentals-must-read).

These modules are designed for general purposes and are not industry-specific, allowing users to modify and customize them according to their industry requirements. This flexibility ensures that the modules can adapt to various business needs and operational workflows across different domains.

<figure><img src="/files/y3N0fe6e0Qi5TVAGz2Wf" alt=""><figcaption></figcaption></figure>

The above image displays the **Prebuilt Modules** that can be manually installed based on your project needs. These modules can be added during the onboarding process or later by clicking on the I**nstall Prebuild Modules** button in the Modular CRM page. You have the flexibility to install, configure, or remove these Prebuilt modules at any time.


# Leads

Module which include Lead details

The Leads module serves as a comprehensive repository for all information related to each lead. It includes essential details such as the lead's name, contact information (including phone numbers and email addresses), company, specific requirements or interests, and the different stages of the lead's journey through the sales pipeline. Phone number is mandatory for adding a Lead in to the module.

Each incoming lead is saved as a record within the Leads module, ensuring that all relevant data is easily accessible and organized. This structured approach allows users to efficiently track and manage their leads, facilitating timely follow-ups and enabling more informed decision-making as they progress through the sales process.

Every incoming lead from every source is saved as a record in the module, making it easy to access and manage. This helps users track their leads, follow up at the right time, and make better decisions as leads move through the sales process.  Overall, the Leads module is key for effective lead management and boosting sales.

The lead module get installed with features like [Workflows](/setting-up-guide/setting-up-modular-crm/workflows), [Funnels](/setting-up-guide/setting-up-modular-crm/funnels), [Filter](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/data-view-and-manage-records#table-view) and [Kanban views](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/data-view-and-manage-records#kanban-view), [Macro buttons](/setting-up-guide/setting-up-modular-crm/crm-macro-buttons) and Reports

<figure><img src="/files/dSwcLSyX6EhxWU9BwLA9" alt=""><figcaption></figcaption></figure>

The image above shows the Leads Module record view, here  you can customize the module fields according to your requirements by clicking on Manage Modules icon next to Module name. You can edit existing fields, create new ones, and modify field validations to suit your specific needs.

**Associated Module:** Company

Company module is linked with the Leads module through a Lookup field. Whenever a lead is added into the Leads module, the Company Name entered in the Lookup field is automatically added as a new record in the Company module. You can view and edit the company record directly from the Leads module without needing to switch to the Company module. The below image shows how Company module is associated with Leads

<figure><img src="/files/yXDamA1b6rXUKOUiELl3" alt=""><figcaption></figcaption></figure>

### Filter Views

Filter views are custom views which can be configured on the CRM table view. The configuration is done by the help of filters. This feature is for easily filter out the CRM records as per the requirements.

For example, in the Meeting module, if a user wants to know the meetings scheduled for the next week, they typically have to manually select and apply filters each time, which can be time-consuming. However, by using the Filter View feature, the user can create a custom view that automatically filters meetings scheduled for the upcoming week. Once this view is saved, the user can simply click on it to instantly see the list of next week's meetings without needing to reapply the filters every time. This saves time and ensures quick access to the required information. In prebuilt Filter views are created and ready to use for different modules which will help the users a lot. You can also customize and create new filter views. [know more](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/data-view-and-manage-records#creating-views)

<figure><img src="/files/1rSKxxUf4P15R8T8E7mZ" alt=""><figcaption></figcaption></figure>

The above picture shows the filter views of the Leads module. User can customize it or add new filters.

### **Kanban Views**

The Kanban View organizes records based on their stages, making it easy to track and understand progress at a glance. In CRM, views can be created to display records according to their stages or statuses, offering an attractive and customizable way to visualize data. You can drag and drop records from one stage to another, and this action automatically updates the stage field in the corresponding CRM record. This makes updating stages quick and efficient. Additionally, you can customize which fields are shown for each stage, allowing you to focus on the most relevant information for each phase of the lead. The below picture shows a sample Kanban view in Leads module based on the lead stages. You can also customize and create new Kanban views. [know more](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/data-view-and-manage-records#kanban-view)

<figure><img src="/files/9mL0fupphoHXz4WVOTZ0" alt=""><figcaption></figcaption></figure>

### Macro Buttons

In Prebuilt, Macro buttons are highly useful in the **Leads** module for quickly accessing essential information about leads without needing to leave the platform. For example, macro buttons can be configured to search for a lead's phone number directly on Truecaller, allowing users to verify or gather additional contact details in just one click. Similarly, users can use a macro button to search for a company's profile on LinkedIn or look up a company name in a browser. This functionality helps streamline the process of researching leads and companies, saving time by eliminating the need to manually open new tabs and search for information across different platforms. By integrating these quick actions, macro buttons enhance productivity and help users gather the necessary information with minimal effort. You can further customize the macro buttons in desired ways with Connectors also for more automations. eBelow picture shows the Macro Buttons in **Leads** module

<figure><img src="/files/n2kZ9klmQyXBpZRM5fWi" alt=""><figcaption></figcaption></figure>

### Related List in 360 Degree View

This is used for viewing  associated modules and the records associated with the modules. You can create the Related List views and can customize it. For example if you want to know the meetings which are scheduled against a Lead you can easily click on the **Meetings** in the Related list. [know more](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/data-view-and-manage-records#id-360-degree-view)

<figure><img src="/files/quffrUSUnI85gnf5yLHd" alt=""><figcaption></figcaption></figure>

### **Lead Entry Points**

When a new lead arrives from any source , The Key Entry points will be Connectors, Chatbots and workflows. Where the Connector can be easily integrated with any 3rd party Apps like Google forms, Facebook lead ad forms, Google lead ad forms and can manually add with Mini Apps. Workflows adds the newly created contacts into the leads module as new leads.

### **What happen when the lead is created next**

When a lead is created from any source in the CRM module the lead will add into a Lead Qualifying Chatbot where more details of the leads are acquired from the Chatbot conversation. Simultaneously a record owner and chat is assigned to the lead, then a follow up task is added against the lead record and the lead is added into the Followup Funnel. If the lead is added from any source other than the contact module then the Lead will be added into the Contact module as a new record. All these are done with different Workflows.

### **Workflows for Lead creation**

In the prebuilt setup, a workflow called **Create Lead from Contacts** triggers automatically when a new contact is created. The workflow checks if the contact already exists in the **Leads** module using the filter function. If the contact is not already present, it is added as a new lead in the **Leads** module. This ensures no duplicate leads are created, and the process is streamlined.

### **Chat Allocation**

Chat allocation is done by a Workflow called **Assigning User for Leads**. This allocates an owner to each lead record and sends a notification to the assigned agent about the new lead.

### **Process after generating the leads**

**Lead Qualification:** This can be done manually or via an automated ‘Lead Qualifying Bot’ that interacts with the lead and gathers relevant information.

**Lead Nurturing:** Once the lead is qualified, the agent engages in follow-up activities such as sending relevant content, offers, or personalized messages to nurture the lead towards a conversion.

**Scheduling a Meeting/Call:** If the lead shows interest, the next step is to schedule a meeting or call. This can be managed through the **Meetings** module where the user can schedule, manage, and track the interactions with the lead.

**Presenting the Offer/Proposal:** After engaging with the lead, the agent presents a product or service offer tailored to the lead’s needs. This may be tracked in the **Deal** module, where details of the deal and negotiations are managed.

**Closing:** If the lead is interested in moving forward, the agent works to convert the lead into a customer. Once price negotiations are agreed upon and payment is completed, the business  is completed.


# Deals

Module which shows the Deals details

The Deal module stores all the key information about deals associated with leads and tracks potential sales opportunities. It helps manage each deal's stage, value, and progress, making it easier to monitor and improve sales outcomes. This module is linked to both the Lead and Company modules, allowing for seamless integration of information across different areas. The below picture shows the sample Deals module. The module can be customize by clicking on the manage module icon next to the module title.

<figure><img src="/files/EydTarS9IuXdaDZqbww8" alt=""><figcaption></figcaption></figure>

The Deal module includes essential fields such as the deal name, the amount involved, the expected closing date, and the current stage of the deal (e.g., "Deal Won," "Proposal Sent," or "Closed"). By tracking these details, the module gives users a clear view of their sales pipeline, helping them focus on the most important opportunities and make informed decisions to close deals successfully.

**Associated Modules:** Leads, Company

The Deal module is associated with both the Leads and Company modules. When viewing a deal record, you can see the associated lead and company details, allowing you to edit and view their respective records without switching between modules. When entering a new deal into the module, you must select the corresponding lead and company.

### Filter View

Deals module also provided with filter views. It includes 3 filter views by default and we can edit existing or add new filter views. The filter views in deals module are shown in the image below.

<figure><img src="/files/evkcGfvGiY9rg8thcH2E" alt=""><figcaption></figcaption></figure>

### **Kanban Views**

The Kanban views in the **Deals** module are configured on the basis of the Deal Stages as shown in the image below.

<figure><img src="/files/xjQRtWrRBbqXn5Wpsh2J" alt=""><figcaption></figcaption></figure>

### **Lead moving to Deal**

A lead can move to the Deal stage once it has been qualified and shows strong potential to convert into a sale. This typically happens after the lead progresses through various stages of interaction, such as being contacted, expressing interest, and showing engagement with the sales process. The leads come under consideration after knowing the requirements and qualified then they make negotiations with the salesperson and finally agree to the lead Move to Deal.

### **Different stage or status in the deal**

**New Deal:** This is the first stage when a deal is created from a new lead. It signifies that initial communication and negotiation have begun.

**Awaiting Final Approval:** After the sales team presents the proposal or offer, the deal moves to this stage while waiting for the lead's approval. This stage is updated once the lead has reviewed the terms and is making a decision.

**Awaiting Payment:** Once the lead approves the deal, the stage changes to Awaiting Payment, indicating that the customer is expected to complete the payment. This stage is important to track the deal’s financial progress.

**Hold:** If the payment is not completed within a specified period, the deal can be moved to the Hold stage. This stage indicates that the process is temporarily paused, often due to pending actions like payment or additional approvals.

**Deal Won:** After successful payment, the deal is marked as Deal Won. This final stage signifies that the deal has been successfully closed and the business secured.

**Deal Lost:** If the lead rejects the deal or refuses to proceed despite follow-ups, the deal moves to Deal Lost, closing the opportunity without success.


# Meetings

Modules which have the Meeting details

The Meetings module allows you to easily schedule, manage, and track meetings related to leads, ensuring smooth communication and timely follow-ups. Each meeting is saved as a record, which includes details such as the scheduled time, meeting type, mode (in-person or virtual), status, and customer feedback. This helps keep track of interactions and feedback, supporting better engagement and follow-up strategies. Meeting module has association with leads module and this association allows users to view the details of the lead with whom the meeting is scheduled directly from the Meetings module, without needing to switch to the Leads module.

<figure><img src="/files/TWaUSvJhvHlMls3SDJAG" alt=""><figcaption></figcaption></figure>

The above image shows a sample record view of a Meetings module.

**Associated Module:** Leads

The Leads module is associated with the Deal module through a lookup field. When adding a meeting in the module, you need to select the corresponding lead for the meeting. Additionally, you can view the lead record directly by clicking on the lead lookup field

### Filter View

The Meeting module is configured with 4 filter views as shown in the image below.&#x20;

<figure><img src="/files/dv9l5o1gvFDLN7GCURhi" alt=""><figcaption></figcaption></figure>

### **Type of Meetings**

Meetings can be conducted in various modes, including both online and offline. Online meetings are held through apps such as Zoom, Google Meet, and Microsoft Teams, while offline meetings involve in-person interactions or phone calls. Direct in person meetings are held at desired locations and time. The meeting mode is chosen based on the lead’s preference to ensure a personalized experience.

### **Customers Not attended the meeting**

If a customer misses a scheduled meeting, the meeting status is updated to "No Show," triggering the workflow "**Message to No Show**." This sends both WhatsApp messages and an email to the lead, informing them about the missed meeting and allowing for rescheduling.

### Meeting Feedbacks

Once a meeting is marked as "Completed" in the CRM, it triggers the **Meeting Feedback Chatbot** via a workflow called **Trigger Meeting Feedback Chatbot**, which collects and saves feedback from the lead in the Meetings module. Afterward, the meeting outcome and summary are also saved in the CRM module, helping to enhance follow-ups and increase the likelihood of closing deals.

### Meeting Reminder

Meeting reminder messages are sent to customers two days before the scheduled meeting via the "**Meeting Reminder**" Connector, which is scheduled using the platform's Schedulers. This ensures timely notifications for upcoming meetings.


# Company

This module which includes lead's Company details

The Company module stores important details about each organization associated with a lead, such as its background, size, industry, location, tax information, revenue, and billing details. This helps users engage more effectively with companies by providing a clear understanding of their business profile. All company related information for each lead is saved in the module, allowing for easy access and organization, which enhances customer relationships and improves sales efforts. This module is linked with the Leads module for viewing and editing the company details of each lead from the lead module itself instead of switching between modules. The company details can be added manually or through the **Lead Qualify Chatbot** from the user response.

<figure><img src="/files/oW4JnG3oslVyo9HIGyRW" alt=""><figcaption></figcaption></figure>

### **Point at which the companies should be created**

When a new lead is created, the lead is added into the ‘**Lead Qualifying Chatbot**’ the Chatbot asks for the company name to lead and the lead response is saved as a new record in the Company module, and the company is linked in the Leads module's lookup field, ensuring a seamless connection between leads and their respective companies.

**Associating a Deal or Lead to a Company**

The Lead and Company modules are linked to the Deal module through lookup fields. When creating a new Deal record, users can easily select the related Lead and Company from their respective lookup fields, ensuring proper associations and tracking.

From the 360 view using the Related List function we can relate and view the related modules. The company module has a related list for both Lead and Deals. When we click on 360 view icon on a company record we can see the related Deals and Leads in that company.


# Support Cases

Module which includes the Support requests from customers

The Support Cases module stores all customer support-related cases for the organization. Each support case is saved as a record, capturing important details such as the case subject, description, and current status. This helps efficiently track and manage customer issues, ensuring timely resolutions and better customer service. Users can add [tasks](/setting-up-guide/setting-up-modular-crm/task) against each case in this module.

<figure><img src="/files/X9CNs9lTiubOaNNwHyWi" alt=""><figcaption></figcaption></figure>

### Filter Views

The Support Case modules are enabled with 4 filter views as shown in the image below

<figure><img src="/files/UawTHEe2gfOId7oHkSuS" alt=""><figcaption></figcaption></figure>

### Kanban Views

The Kanban views in the **Support Cases** module are configured on the basis of the Deal Stages as shown in the image below.

<figure><img src="/files/lQ60qMNxx90p5cchqZjg" alt=""><figcaption></figcaption></figure>


# System Modules

About System Modules

System modules are the core modules which are essential for CRM functionality. These modules are installed by default in every project. You dont have the option to skip these modules like Prebuilt modules. System modules form the foundation of the CRM structure. System modules and some fields cannot be deleted, but they can be renamed to suit your preferred language or local context. Some system modules may also be linked to custom modules as fields, with data added in these fields being saved as a record in the respective system modules. The system modules are **Contacts, Notes, Task, Call Logs, Tags** and **Activity Logs.**

<figure><img src="/files/dkXya26sLMNRuFfnRlgA" alt=""><figcaption></figcaption></figure>


# Contacts

Module which includes all the contacts

The Contacts module is the core of Picky Assist’s system modules, where all contacts we message or receive messages from are saved as records. Mainly a contact is shown for incoming messages A channel connection is mandatory to create a record in Contacts, so ensure that you are connected to a channel before adding a contact. Each record in Contacts module displays the **Channel** through which the messages are incoming. The Contacts module include inbuilt fields for adding Tags and Category. The Category field is only available as an Inbuilt field in Contact module by default.&#x20;

The Contacts module includes unique fields like "Last Interacted Time," "Last Active Time," and "Last Message Sent Time," which update automatically based on interactions.

**Last Active Time:** This field indicates the time of the most recent incoming message received from the contacts.

**Last Message Sent Time**: This field displays the time of the most recent outgoing message sent to a contact.

**Last Interacted Time**: This field shows the time of the most recent interaction with a contact, whether it was an incoming or outgoing message.

The contact module sorts records based on the "Last Interacted Time," displaying the most recently interacted contact at the top of the list. Chatbots are enabled only for contacts saved within this module. Fields in the Contact module cannot be deleted; however, they can be edited to suit your preferences.&#x20;

<figure><img src="/files/bljK0hTFh2mzDRXx755c" alt=""><figcaption></figcaption></figure>

There are multiple ways to add contacts to the Contacts module. A channel connection and either a mobile number or an email address are required to add a contact. Records are saved automatically in the Contacts module when a message is received from any connected channel or when an outgoing message is sent from Quick Messages. Contacts can also be added manually using the "**Add Record**" button on the list page, as well as through the "[**Data Lookup**](/setting-up-guide/setting-up-flow-builder/steps/data-lookup)" or "[**Map Contact**](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/funnels#map-contact)" actions in [Workflows](/setting-up-guide/working-with-prebuilt-crm-modules/automations/workflows), [Funnels](/setting-up-guide/working-with-prebuilt-crm-modules/automations/funnels), and [Connectors](/setting-up-guide/working-with-prebuilt-crm-modules/automations/connectors).

{% hint style="info" %}
**Note : Mobile number or email ID, along with a channel, is mandatory to create a contact.**
{% endhint %}

### Filter Views

The Contact module includes various filters as part of the Prebuilt configurations. During onboarding, if you select "**Complete**" with or without choosing a specific module, these filters will be installed in your Contact module, as indicated in the **Preview Components** on the onboarding page. You have the option to customize, add, or delete these filters as needed. If you prefer not to install these filters, simply choose the "**Skip and Complete**" button while onboarding.

<figure><img src="/files/uGanbots6IiDeJvAP4No" alt=""><figcaption></figcaption></figure>


# Notes

System module which include notes

The Notes module stores all notes added across various modules as records. Notes appear as a built-in field in every module, allowing a field for adding notes to each record. You can add reminders, to-dos, next steps, media files or any relevant information as notes. If needed, the note field can be deleted from a module. Any note added to a record is saved in the Notes module along with an association to the relevant record, functioning as a lookup field. Clicking the **Associated Record** in the Notes module lets you view, edit, duplicate, or delete the record to which the note was added. The Notes module mainly includes Title, Description, Media and Associated Record fields. The note content is saved in the Description field within the Notes module record, and no fields within the Notes module can be deleted.

<figure><img src="/files/OBbKxOXr6lPg2NfBmYhJ" alt=""><figcaption></figcaption></figure>


# Task

Module that includes all task data

The Task module keeps a record of all tasks added across different modules as individual records. Tasks come as a default field in each module, and users can choose to keep or remove it. With this module, you can easily create tasks, assign them to team members, and set deadlines to ensure timely completion of activities. When a task is added against a record in any module, its details are saved as a record in the Task module. The specific record to which the task is linked is displayed in the "Associated Record" field in the Task module. By clicking on the associated record for each task, you can quickly view the details without switching between modules. As mentioned above no fields in task module can be deleted but can be modified. [know more](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/task).

The Task module primarily includes fields such as **Task Title**, **Description**, **Due Date**, **Task Priority**, **Task Status**, **Task Category**, **Associated Record**, **Reminder Before**, and **Reminder Via**. Among these, **Task Title** and **Due Date** are mandatory for saving a task. Tasks can also be quickly added from the right-side menu. The below image is the sample of Task module

<figure><img src="/files/UfxVeA9q1D6N9dpk3VrU" alt=""><figcaption></figcaption></figure>

### Filter Views

The Task module is configured with some Filter Views as part of Prebuilt configurations. So while  onboarding, if you select "**Complete**" with or without choosing a specific module, these filters will be installed in your Contact module, as indicated in the **Preview Components** on the onboarding page. You have the option to customize, add, or delete these filters as needed. If you prefer not to install these filters, simply choose the "**Skip and Complete**" button while onboarding.

<figure><img src="/files/lXNGkjqTGhJVV05D1scV" alt=""><figcaption></figcaption></figure>


# Call Logs

Module which includes the Call data

Call Logs is the System CRM module which is used for tracking the calls through [Phone Bridge](https://help.pickyassist.com/setting-up-guide/connecting-channels/phone-bridge-call-blaze#introduction) channel. Phone bridge is basically used for tracking and storing all the phone calls made directly into our CRM. By using this channel we can track, manage and save all the call details automatically in this Call Logs CRM. When a call is made while the user/agent is offline, it will be added to the Call Log module once they reconnect to the internet and refresh the module. The module fields includes **Call Duration, the Sim used to make the call, Call Status, Call direction (inbound/outbound), Call start time, Call End Time, Call Summary, Service Provider etc.**

This call tracking is done with the Picky Assist mobile app installed in our phone connected with the Phone Bridge Channel. Whenever a call take place in our phone whether it is outgoing or incoming the the call details will save as a record in the module.[**click here to read more**](/setting-up-guide/connecting-channels/phone-bridge-call-blaze)

<figure><img src="/files/MCY6cNoaoH9mM82oqQ76" alt=""><figcaption></figcaption></figure>

### Filter Views

The Call Logs module is configured with some Filter Views as part of Prebuilt configurations. So while  onboarding, if you select "**Complete**" with or without choosing a specific module, these filters will be installed in your Contact module, as indicated in the **Preview Components** on the onboarding page. You have the option to customize, add, or delete these filters as needed. If you prefer not to install these filters, simply choose the "**Skip and Complete**" button while onboarding.

<figure><img src="/files/afFOvUubhR2FmaTw3plk" alt=""><figcaption></figcaption></figure>


# Tags

Module which include all the Tags in the Project

Tags are unique identifiers that help organize and categorize records, making it easier for users to sort, filter, and segment records based on specific characteristics. The Tag module includes a list of all tags added across modules or directly within the Tag module. Tags can be added manually via the **Add Record** option in the Tag Module and automatically through Connectors with the **Add Record to CRM Modules** option and in Flows through the [**Data Lookup**](/setting-up-guide/setting-up-flow-builder/steps/data-lookup) step. During automation, tag names can be updated at each stage using Connectors and Flows.

Adding tags to records simplifies tracking and segmenting, enhancing data organization within the CRM. For example, if a lead enters a Follow-up Funnel, we can add a tag, such as “First Stage,” to that lead using the Data Lookup field. Once the lead completes the Follow-up Funnel and moves to a Chatbot, we can assign a new tag, like “Second Stage,” using the Update Record option in Data Lookup. By applying these tags at each stage, we can easily track lead progression, organize them by stages, and group or categorize them based on their journey.

<figure><img src="/files/mBEY9vcD6hfI1F2mJRa4" alt=""><figcaption></figcaption></figure>

We can add multiple tags to a single record in any module. Each tag can be used across all modules within the same project according to business needs. Additionally, new tags can be created directly from the tag field in the record view.

### Creating Tag

We can simply create a Tag by clicking on **Add Record button** in Tags module. That will open a new window where we can give the tag name and select the Tag colour and click '**Create Tag**'. Tag colours are used for it more visually appealing.

<figure><img src="/files/nviNAaNJTtoFfTm8Dk73" alt=""><figcaption></figcaption></figure>

Or in other way we can easily add a new tag from the Module List page itself  by clicking on **Add Tag** field and clicking on the '**+'** button as shown in the below picture.

<figure><img src="/files/iK9ZpKkOMUbd0Z6fBfk2" alt=""><figcaption></figcaption></figure>


# Activity Logs

Module that records all CRM activities

The Activity Logs module tracks all activities across CRM modules, recording actions such as creating, updating, deleting, and mass updates. Each activity log is linked to the specific record where the action took place. For each module, you can choose to disable activity logging, and it's also possible to enable or disable log tracking for individual data fields within a module. Activity logs capture changes in CRM data only and do not track modifications made in the CRM builder or other structural changes. Like other system module no fields in the Activity Logs can be deleted.

<figure><img src="/files/OXkMpS2toYHvXtDzJxDu" alt=""><figcaption></figcaption></figure>

Activity logs module mainly includes fields like **Field Name, Module Name, Action, New Value, Old Value** and default fields.

**Field Name:** This shows the the respective field at where the action take place. This will mainly show for Update action not for delete and Create actions. For example if we updating the Mobile field of a record then the this field will show Mobile.

**Module Name:** It shows the module at which the activity take place

**Action:** It shows the action names - Create, Update, Delete

**New Value:** It shows the updated value on the respective field

**Old Value:** It shows the value before the update

### Disabling Activity Log

Activity logs can be turned off for each module individually by enabling the "Disable Activity Log" option in the module settings, as shown in the image below. To do this, click on the **Manage Module** icon or navigate to **Module Builder**, then go to **Settings**. Once enabled, no further actions in this module will be recorded in the Activity Logs module.

<figure><img src="/files/XisGdAepkPbogB1expr6" alt=""><figcaption></figcaption></figure>

For bulk importing records into CRM modules, the Activity Log can be enabled or disabled in the Import Data menu using the **Add Activity Logs**" option. By default, Activity Log is disabled for bulk imports to prevent excessive logging. When this option is enabled, an activity log entry will be created for each imported record.

<figure><img src="/files/3MitqON3FITZr4fbpHI4" alt=""><figcaption></figcaption></figure>


# Automations

Automations configured in Prebuilt

Prebuilt is configured with various automations, including workflows, chatbots, funnels, connectors, and schedulers. Each automation is connected with the Prebuilt modules, ensuring seamless operations across different functions. These automations help streamline processes such as lead management, customer engagement, data synchronization, and task scheduling, allowing for efficient interaction between modules and automation features. The connection between these automations and Prebuilt modules enhances overall performance and boosts productivity.


# Workflows

Funnels configured in Prebuilt

[Workflows](/setting-up-guide/setting-up-modular-crm/workflows) are used for automations with the CRM modules. Each Workflow is linked to a specific module, and they are triggered by events occurring in that CRM module. This allows for efficient automation of processes, ensuring that relevant actions are taken promptly in response to specific events. Once triggered, workflows automatically execute a series of predefined actions.

Workflows will be added to projects based on the Prebuilt modules that have been installed. This means that a workflow will only be available if the corresponding associated module is also installed. This ensures that all workflows are relevant and function correctly within the context of the selected modules. For knowing more about Workflows [click here](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/workflows).

Let see how each workflows will function in the projects:

**Create Leads from Contacts:** Whenever a new contact is added into the Contact module this Workflow gets triggered and adds the contact to the lead module as a new record.

**Triggering Lead Qualify Bot:** This Workflow will get triggered when a new lead is created in the Lead module and it will route the Lead to the ‘**Lead Qualifying Chatbot**’.

**Create Task to Follow Up Leads:** This Workflow will trigger when a new lead is created in the Leads module and it adds a followup [Task](/setting-up-guide/setting-up-modular-crm/task) against the created record and add the record to the Follow Up Funnel.

{% hint style="info" %}
**The Task in our system is an efficient feature designed to enhance task management and boost productivity. With this module, you can easily create tasks, assign them to team members, and set deadlines to ensure timely completion of activities.** [**Read more**](/setting-up-guide/setting-up-modular-crm/task)
{% endhint %}

**Assigning User for Leads:** This Workflow will trigger whenever a new record is created in the Lead module. This will assign an owner to every new lead created in the Leads module.

**Adding Lead to Contacts:** This Workflow gets triggered whenever a new lead is created from any source in the Leads module and on triggering, this will add the new Lead to the Contact module as a record.

**Trigger Meeting Feedback Chatbot:** This workflow is triggered when the meeting status field in the Meetings module changes to "**Completed**." It then adds the current record to the Meeting Feedback Chatbot to collect user responses.

**Message to No Show:** This workflow is to send a message and email to the customers if they do not show up or attend the scheduled meeting. This Workflow will be triggered when the meeting status in the CRM is changed to option ‘**No Show**’.

**Lead Status Update When New Deal Creates:** This workflow is to update the Lead record in the Leads module when a new deal is created against the lead. This will get triggered when a new deal is created in the deal module.

**Add to Attempting to Contact Funnel:** This workflow will add the lead to the Attempting to Contact funnel when the lead’s ‘**Current Stage**’ field is changed to ‘**Attempting to contact**’.

**Removing Leads From Funnels:** This Workflow will remove the lead from all the Funnels when the lead’s Current Stage field is changed to ‘**Got Business - Closed**’.

<figure><img src="/files/vifFrFQiCmRxCU8tz1VH" alt=""><figcaption></figcaption></figure>


# Chatbots

Chatbots configured in Prebuilt

[Chatbots](/setting-up-guide/setting-up-flow-builder) are designed to interact with customers, collect their responses, and automatically save those responses in the corresponding CRM. This ensures that customer interactions are efficiently recorded and stored for future reference, improving data management and follow-ups. In Prebuilt the Chatbots are used for Lead Qualification and to get the meeting feedback from the customers. For knowing more about Chatbots [click here](https://help.pickyassist.com/setting-up-guide/setting-up-flow-builder/guide-to-building-an-effective-chatbot-must-read).

The below picture shows the Chatbots included in the Prebuilt

<figure><img src="/files/rkaHd4EiuruV36xekLr4" alt=""><figcaption></figcaption></figure>

**Lead Qualify Bot:** This Chatbot helps qualify newly added leads in the CRM modules. It is triggered by the workflow "**Triggering Lead Qualify Bot**" when a new lead is created in the Leads module. The Chatbot engages with the lead via the Whats App channel, collects their responses, saves the information in the Leads module, and updates the corresponding lead record.

**Meeting Feedback Chatbot**: This Chatbot is used to gather feedback from leads after a meeting is completed, and the feedback is saved in the Meetings module. The Chatbot is triggered by the workflow "**Trigger Meeting Feedback Chatbot**" when the meeting status is changed to "Completed."


# Funnels

Funnels configured in Prebuilt

With [Funnels](/setting-up-guide/setting-up-modular-crm/funnels) we can do a series of automations against a lead record and we can visually see the journey of the lead. Like workflow it doesn't always need a trigger to activate. In prebuilt Funnels are used to follow up on new leads when they are created on the Leads module and to add the Lead into the funnel when they are not available while contacting. To know more about funnels [click here](https://help.pickyassist.com/setting-up-guide/setting-up-modular-crm/funnels).

<figure><img src="/files/RYEeYX3eA45EN1xLGmfj" alt=""><figcaption></figcaption></figure>

**Lead Followup Funnel:** Adding Leads into a 15 days followup funnel including sending WhatsApp Message and Creating Task. Whenever a new Lead is added in the CRM, it is added into this funnel with the Workflow ‘**Create Task to Follow Up Leads**’.

**Attempting to Contact Funnel:** This Funnel followup on lead when their current stage becomes Attempting to Contact. This funnel is triggered by the workflow ‘**Add to Attempting to Contact Funnel**’ when  the lead current stage is changed to Attempt to Contact.

{% hint style="info" %}
**Note: The flows (Chatbots, Workflows and Funnel) will work only after you click on 'Validate and Publish' button on each flow, otherwise the flows may not work. All these Workflows are customizable and the user can change all the configurations according to their requirements. They have the option to Enable/Disable each flows. So after installing the prebuilt configurations and the user doesnt want some flows they can Disable it.**
{% endhint %}


# Connectors

Connector configured in Prebuilt

[**Connectors**](/setting-up-guide/setting-up-connector) are used for integrating 3rd party applications with our platform by sending triggers based on some events. Also able to done many automations with connector by using the [**Actions**](https://help.pickyassist.com/setting-up-guide/setting-up-connector/actions)**,** [**Filters**](https://help.pickyassist.com/setting-up-guide/setting-up-connector/steps/filters)**,** [**Iterator**](https://help.pickyassist.com/setting-up-guide/setting-up-connector/steps/iterator) and [**Formatter**](https://help.pickyassist.com/setting-up-guide/setting-up-connector/formatter) features of the connector. Here prebuilt connectors are used for different purpose like Lead generation from 3rd party apps, Timely Reminders, Daily reports, Greeting messages and ChatGpt integrations. The connectors have relation with CRM modules, so for the proper working of connectors you have to install the required CRM modules otherwise this will lead to loss of the configurations. For knowing more about Connectors please [click here](https://help.pickyassist.com/setting-up-guide/setting-up-connector).

Below images are the Connectors configured in Prebuilt.

<figure><img src="/files/IpVT272hPUjJ3qKoVh2N" alt=""><figcaption></figcaption></figure>

The Connectors used in prebuilt are;

**Facebook Ad Form to Leads:** This Connector integrates Facebook Ad forms with our platform. When someone fills out and submits the ad form, the connector is triggered, and the form data becomes available in the connector log. The data can then be added to the Lead module as a new lead using Connector Actions and Filters. For using this you have to integrate your connector with the Facebook ad form.

**Lead Creation from Email:** This Connector extracts information from incoming emails and adds it as a new lead in the Leads module. It operates based on email triggers, meaning the connector is triggered whenever an email is sent to the Connector Email. These Connectors are known as Email Parsers, created by selecting "**email**" as the event source when setting up the connector.

**Adding Quick Leads:** This Connector works with the Mini App. If a user wants to quickly add a lead to the CRM, they can use the Mini App from the right-side menu, enter the details, and click the submit button. This will trigger the connector and add the lead as a new record in the Leads module using the Actions and Filters features.

**Email for Daily Lead Report:** This Connector sends details regarding the Leads adding in to the CRM on a daily basis to the Admin as an Email. At the end of a day the connector sends the Email to the admin including the current stage and Lead count against each. This connector is triggered with a Scheduler daily. This Connector uses Reports and Email Template for sending the emails.

**Meeting Reminder:** This Connector works based on the data in the meeting module. It sends a meeting reminder message to the Leads two days before the meeting scheduled date. That is if a meeting date is scheduled on day after tomorrow they will get reminder message today on selected time on Scheduler.

**Ask ChatGpt:** This connector is integrated with the ChatGPT app. Users can access ChatGPT through the Mini App. Before using it, you must activate your ChatGPT **App** from the ‘**Settings**’ by using the API token.

**Birthday Greeting Message:** This Connector will send birthday wishes to the Leads on their birthdays. It is triggered by a Scheduler.

### Mini App

Mini apps work with Connectors and are created using the Mini App Builder in Connectors. With Mini Apps, you can create forms or connect with third-party apps using APIs. Each time a Mini App is executed, a log is saved in the connector, and the log details can be mapped within the connector for further use. Mini App can easily accessed from the right side bar menu and execute easily from there.

Mini Apps configured in Prebuilt are **Ask ChatGPT AI** which is configured in **Ask Chatgpt** Connector and **Add Leads Quickly** which is configured in **Adding Quick Leads** Connector.&#x20;

<figure><img src="/files/7SQQZgAorCXAn29I1c6o" alt=""><figcaption></figcaption></figure>

**How do Mini apps work on prebuilt**

In prebuilt, the Mini App is primarily used for adding Quick Leads. It includes a form with basic lead fields, allowing users to quickly input information. Accessible from the right-side menu, the Mini App enables users to manually add leads without needing to open the Lead module directly. When submitted, the Connector executes, a log is created, and the lead is automatically added to the Leads module as a new record. This streamlines lead creation and saves time for the user.

Also another Mini App is configured with ChatGPT in a Connector, enabling users to perform various quick functions like fixing errors, shortening text, and generating friendlier sentence alternatives. This Mini App can be integrated with a ChatGPT account, allowing for easy access to these functionalities through the right-side menu


# Scheduler

Scheduler configurations in Prebuilt

[Schedulers](/setting-up-guide/setting-up-scheduler) are used to trigger connectors at specified times, allowing you to schedule them at regular intervals such as daily, weekly, or monthly or on specific dates at the time selected. This ensures that tasks and automations are executed at the preferred times. Prebuilt includes schedulers to simulate the Connectors - **Daily Email for Lead Activities, Meeting Reminder, Birthday Greeting Message**. To know more about Scheduler [click here](https://help.pickyassist.com/setting-up-guide/setting-up-scheduler).

<figure><img src="/files/fqmsVHLoYGuK0ANSb89d" alt=""><figcaption></figcaption></figure>

Schedulers may be disabled by default in new projects to prevent unnecessary connector simulations. Users can enable them at any time when they are ready to utilize them for scheduling Connector executions.\\

{% hint style="info" %}
**Please Note This: Schedulers may be disabled by default in new projects to prevent unnecessary connector simulations. Users can enable them at any time when they are ready to utilize them for scheduling Connector executions.**
{% endhint %}


# Other Prebuilt Features

Other features associated with Prebuilt

## Email Templates

Email templates allow for sending visually appealing emails. Templates are created in [Email Builder](/setting-up-guide/email-builder). It is designed to help you create professional, personalized, and effective email templates with ease. In the Prebuilt setup, these templates are used to send daily lead reports through the connector "**Email for Daily Lead Report**," ensuring a structured and attractive presentation of the reports. To [know more](https://help.pickyassist.com/setting-up-guide/email-builder).

<figure><img src="/files/PFJiqDHRZ6ziSk7WYNZQ" alt=""><figcaption></figcaption></figure>

The above picture shows the Email template configuration for sending **Daily Lead Report** via connector **Daily Email for Lead Activities.** The data from Connector by Report generation is passed in to the template as attributes and the attributes are mapped on the respective fields and then template is added in the Email content body of the same connector. When the Connector is triggered the Template with the reports data is send to the respective email address.

<figure><img src="/files/Gv32nNEBPsHR0kJGq3YS" alt=""><figcaption></figcaption></figure>

The above image will show how the sample Daily Lead Report Email looks like..

## **Global Variables**

[Global Variables](https://help.pickyassist.com/setting-up-guide/global-variables) act as a data storage where we can save the variable as values against each fields. The variables that are saved here will available on flows, connectors and everywhere as attributes. Here user can store data such as API tokens, Channel IDs, Email IDs or other data which is continuously reusing in the business.

<figure><img src="/files/9yZeFZ0Y9K9KP7Be6IDw" alt=""><figcaption></figcaption></figure>


# Reports and Dashboard

Reports and Dashboard configured in Prebuilt

## Reports

Reports  provide a comprehensive overview of data by analyzing and visualizing it based on various parameters. These reports help businesses track performance, identify trends, and make data-driven decisions.

Each Reports are related with a particular CRM module which is selected while creating a report. All the fields including the Lookup module's fields will shows up in the created Reports. The data from different CRM modules can be filtered to include only relevant information, which ensures accurate and targeted analysis. Filters are essential in screening the correct data for better visualization. Reports can be generated in different formats such as graphs, tables, charts, offering flexibility in how the information is presented.

Additionally, reports can be saved for future reference and shared via Connectors through the "Generate Report" action. This allows for seamless report distribution, ensuring that key insights are accessible across teams. By scheduling regular report generation and delivery, businesses can stay up-to-date with real-time analytics and improve their operational efficiency.

In Prebuilt, reports are commonly used for analyzing key metrics such as Lead Reports, Performance Reports, Deal Pipelines, Deals Won Data, Task Overdues, and more. These reports help businesses gain insights into various aspects of their operations. For example, Lead Reports track the progress of leads through the sales funnel, Performance Reports evaluate team efficiency, and Deal Pipelines help visualize the status of deals at each stage.

<figure><img src="/files/UlwMyH3EXmm7RLyNy8EE" alt=""><figcaption></figcaption></figure>

**For example**, in Prebuilt, a report is used to send a Daily Lead Report to the user’s email via the Connector - Email for Daily Lead Report. This report is generated based on the number of leads incoming on a daily basis and their stages, using specific filters. With the Connector action "Generate Report," the Connector retrieves data from the respective report and passes the attributes to the corresponding email template. This email template can be added to the email body. When the Connector triggers daily, the report generates the current date’s data and passes it to the Connector.

<figure><img src="/files/Cje0OV8ILb8RVm7kJWKd" alt=""><figcaption></figcaption></figure>

As shown in the above image the X-axis is mapped with **Current Stage** and Y-axis is mapped with **Number of Records** in a Vertical Bar chart. So it visualize the data as the Number of Leads incoming in lead module and their stages in a daily basis. Also we can visualize the data in a table by clicking on the Summarized Data tab above the chart. This Summarized Data can be customized.&#x20;

## Reports Configured in Prebuilt

Prebuilt modules are configured with some Reports which may be useful for the Users. Reports are customisable as per your requirements, that is you can change the chart configurations, chart types and can add filters, adding breakdowns etc. Lets go through each of the Reports.

### Task Detailed Report

This report provides a comprehensive data view of all tasks within the current project, including a count of tasks based on their statuses - **Assigned**, **In Progres*****s***, and **Complete**. It also breaks down these tasks by the assigned user, displayed in a pivot table chart for easy visualization and analysis. The below image shows the report with sample data.

<figure><img src="/files/DW5eD0DPQAQLuqf7zoMA" alt=""><figcaption></figcaption></figure>

In this report, the **Assigned User** field is mapped to the rows, while **Task Status** is mapped to the columns. This setup splits the table columns by task status and rows by assigned users. Each cell displays the task count per status for each user, with row and column totals reflecting the overall task count for each user and status. This layout offers a clear view of task distribution across users and statuses.

### Call Log Trends

This Report shows the visualized data of the logs created in the Call Logs module in a Daily basis. Here the Data is shown a Vertical Bar chart. **Created Date** field is added in X-axis Grouped by Daily basis and **Number of Records** field is added in Y-axis. So the number of Logs created in the **Call Logs** module daily will be shown in the graph as shown in the image below.

<figure><img src="/files/KGtOt3ShPdiOaPMp23Hy" alt=""><figcaption></figcaption></figure>

### Lead Lost Reasons

This report displays the count of leads for each **Lost Reason** by month, visualized in a horizontal bar chart. **Number of Records** field is added in X-axis and while the Y-axis is added with **Lost Reason**, showing the count of records associated with each lost reason along the Y-axis. Additionally, the **Created Date** field is set as a breakdown below the Y-axis, grouping data monthly to illustrate the trend of lead loss over time. This report enables users to monitor and evaluate monthly lead loss reasons effectively, providing insights into potential improvement areas.

<figure><img src="/files/dvsENLW6VBcLRBI2CKYK" alt=""><figcaption></figcaption></figure>

### Task Overview

This report provides an overview of task counts in the **Task** module, segmented by **Task Status** displayed in a Key Performance Indicator (KPI) chart. KPI charts offer a concise summary of CRM data, organized by fields added to **Values** and **Break Down**. In this case, the 'Number of Record&#x73;**'** field is added to 'Values', while **Task Status** is added to 'Break Down'. This configuration enables the KPI chart to display a quick, summarized view of all tasks in the **Task** module based on their respective **Task Status*****.***

<figure><img src="/files/UrhNFOE4irY1l9i3ydeP" alt=""><figcaption></figcaption></figure>

### Leads This Month

This report displays the total number of leads added to the **Leads** module for the current month up to the present time, shown in a Key Performance Indicator (KPI) chart. Here, the **Number of Records** field is added into **Values**, with an applied filter to capture data specifically from the current month in the CRM. This setup allows users to quickly view the cumulative lead count for the ongoing month.

<figure><img src="/files/M2Hx2s9MXERNw96IUCrQ" alt=""><figcaption></figcaption></figure>

### Leads Detailed User Report

This report provides a detailed user-based view of the total lead count by their current stage, up to the present date, shown in a Pivot Table format in the **Leads** CRM module. It displays the number of leads at each stage,  by the user or agent handling them. In this setup, the **Owner** field is added to **Rows**, the **Current Stage** field to **Columns**, and the **Number of Records** field to *Values*. This layout allows for easy identification of lead distribution across users and stages, making it simple to analyze user-specific lead progress.

<figure><img src="/files/f2Vdc0Ul9RzEkBOLVOAX" alt=""><figcaption></figcaption></figure>

### Overdue Task Reports

This report displays the number of overdue tasks in **Assigned** and **In Progress** task statuses for each agent or user displayed in a Pivot Table. The **Assigned User** field is defined in the Rows, **Task Status** is defined in Columns, and **Number of Records** is defined in Values. This setup provides an overview of overdue pending tasks for each agent, offering a clear summary of pending task.

<figure><img src="/files/C0PGiysGKAh11bMiWMUj" alt=""><figcaption></figcaption></figure>

### Leads by Stages

This report displays the lead count in each **Lead Stage** up to the present time, shown in a funnel chart. A funnel chart illustrates the number of sales prospects at each stage in a sales pipeline. Here, the **Number of Records** field is defined in Values, and the **Current Stage** field is set in Breakdown. This setup provides users with a clear view of the leads within each stage of the sales pipeline. You can also customize this report by adding/ removing more fields and by adding filters.

<figure><img src="/files/8QB7awqTjk65T1SoBI2C" alt=""><figcaption></figcaption></figure>

### Call History by Agents This Month

This report is associated with the **Call Logs** module and displays call details based on the assigned owners for each log in a simple table format. Records are categorized by **Call Status** and **Owner**, with Columns defined by **Number of Records** and Breakdowns set by **Owner** and **Call Status**. A filter is applied to show only data from the current month. This report allows users to easily view and understand the count of each call log status assigned to each owner.

<figure><img src="/files/IUoiwzgOJoASNFl61Cjx" alt=""><figcaption></figcaption></figure>

### Deal Trends

This report, associated with the **Deals** module, displays the monthly number of deals within the organization in a bar graph. The Y-axis represents the **Number of Records,** while the **Created Date** is set in the Breakdown by month, providing a clear view of deal volume for each month. This setup enables easy visualization of deal trends over time.

<figure><img src="/files/2QRmo0cs9nbqEjSgqckn" alt=""><figcaption></figcaption></figure>

### Lead Trend Last 1 Year

This report, linked to the **Leads** module, displays the monthly count of lead records over the past year, up to the current month. The graph offers an easy visualization of lead trends across the year, helping users track changes and patterns in lead generation month by month. Here X-axis is defined with Created Date grouped by Monthly basis and Y-axis is defined with No. of Records and a filter is added for extracting the data of last one year only.&#x20;

<figure><img src="/files/tnF48huZ9z8UEiVHbOzH" alt=""><figcaption></figcaption></figure>

### Deals Won This Month

This report, linked to the **Deals** module, displays the total revenue from deals won and closed in the current month, visualized in a KPI chart. It provides users with a quick overview of monthly revenue gained from successful deals. The **Deal Amount** field is added to **Values**, with filters applied to display only deals that are both closed within the current month and marked as "Won" in the deal stage.

<figure><img src="/files/OFjwKWayF9uHBftr7mFE" alt=""><figcaption></figcaption></figure>

### Lead by Source

This report visualizes lead counts by their sources in a **Donut Chart**, where each source's lead count is represented by a unique color. Sources with a higher lead count take up a larger portion of the chart, offering an at-a-glance view of the most effective lead sources. In this setup, **Number of Records** is added to **Values**, and **Lead Source** is set as the **Breakdown**, categorizing the data based on lead origin.

<figure><img src="/files/PYclkymRK2fWRxtpR79n" alt=""><figcaption></figcaption></figure>

### Deals Forecast This Month

This report displays the total projected deal amount expected to close within the current month and closed this month for all active deals in a KPI chart. It shows the sum of Deal Amount and the No of Deals. It enables users to estimate the potential revenue from deals likely to be won in the month based on their expected closing dates.

<figure><img src="/files/2Wt0t3ZNzYrSkv65b43F" alt=""><figcaption></figcaption></figure>

### Deals Pipeline This Month

This report displays the number of deals and their total deal amount with an expected closing date within the current month, presented in a KPI chart. It focuses on deal data that is not yet in the "Won" stage, achieved by applying a specific filter.

<figure><img src="/files/px0lxdkJ8vRn8WDe5e9p" alt=""><figcaption></figcaption></figure>

### Last 3 Months Performance Report

This report is associated with Deal module and attached the Lead module field using lookup. This report provides a performance overview of each user or agent over the past three months, based on the number of deals they’ve closed and the deal amount acquired. It allows users to track and compare individual performance trends across recent months.

<figure><img src="/files/rGyEUOvFWFEcK87e6tRq" alt=""><figcaption></figcaption></figure>

### Daily Lead Report

This report, associated with the Leads module, tracks daily lead record counts across each **Lead Stage**, visualized in a Bar Graph. It enables users to analyze the number of incoming leads daily and assess their current stage by the end of each day. Additionally, this report is integrated into the prebuilt connector "**Email for Daily Lead Report**," which sends the daily lead report to the Admin via email.

<figure><img src="/files/MekEr4svibQlXNdrXnVJ" alt=""><figcaption></figcaption></figure>

### Sales Last 1 year

This report is associated with the Deals module. It displays the number of deals or sales occurring each month, along with the total deal amount for each month, presented in a stacked bar graph.

<figure><img src="/files/rTMbQmsvsihCbkGY90Z0" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**All these reports are customizable; users can edit them according to their requirements**
{% endhint %}

## Dashboards

A dashboard is a centralized display that consolidates various types of visual data, making it accessible and easy to interpret at a glance. Typically, dashboards are designed to present different, yet related, pieces of information in a way that allows users to make quick assessments and gain insights. In our platform, dashboards combine multiple reports into a single, organized view for simplified data visualization.

Using the Dashboard Builder, users can create and customize dashboards according to their specific needs. This tool provides easy access to visualized data by enabling the addition and arrangement of multiple reports. Reports can be dragged, moved, and resized within the dashboard for flexible layout customization, allowing users to configure dashboards to best suit their workflow and visualization preferences. This adaptability helps create an efficient and organized workspace for data analysis.

To access the Dashboard Builder, click on **CRM Analytics** from the left-side menu, then select **Dashboards**. This will open a new window for dashboard customization. In this window, click the **+ Add** button to create a new dashboard.

<figure><img src="/files/8kRz6Wd6c48yrUycJY2e" alt=""><figcaption></figcaption></figure>

A setup window will appear as shown in the image above where you can enter the dashboard's **Name** and **Description**, select the necessary options, and then click **Save** to finalize the setup.

### Dashboards in Prebuilt

In the Prebuilt configuration, there is a dashboard called **Quick Overview**, which combines various preconfigured reports to provide a comprehensive snapshot of organizational analytic&#x73;**.** This dashboard includes reports like **Lead Trend Last 1 Year**, **Deal Trends**, **Task Overview**, **Call Log Trends**, **Deals Won This Month**, **Deals Pipeline This Month**, and **Last 3 Months Performance Report**. Users have the flexibility to add, remove, and rearrange these reports within the dashboard to suit their needs, making it easy to gain an overall view of organizational performance and trends.

<figure><img src="/files/fJyR7Oy0vO0iFGhnJXx2" alt=""><figcaption></figcaption></figure>

To add new reports to the Dashboard, click on the **Add Report** button. You can adjust the position of any report by clicking on its title area and dragging it to the desired location. For further customization, viewing, or removal of reports, use the **3-dot menu** located in the upper-right corner of each report box. Additionally, clicking on the **Hamburger icon** on each report will display a summarized view of the report data, allowing for quick insights directly from the dashboard.


# Mandatory Preconditions for Using Prebuilt

Preconditions for using prebuilt

**Here are the mandatory conditions that must be understood before using the Prebuilt modules;**

### **Connecting Channels**

To fully utilize Prebuilt modules, it is essential to ensure that your project is connected to a communication channel. Without a connected channel, records cannot be added to the Contacts module, and key features like messaging and communication flows will not function properly. Channels are mandatory for messaging actions and many other functions in workflows and Connectors. Chatbots also rely on channels and records in the Contacts module to operate effectively. The below image is the 'Channels' page where you can connect different types of channels.

<figure><img src="/files/F4Z472BOqORJQU6nB2o1" alt=""><figcaption></figcaption></figure>

Connecting channels ensures seamless communication between your CRM and customers, allowing automated processes like sending messages and follow-ups to function smoothly. Teambox requires channels for its operation, as channels form the foundation for all communications. Channels can either be selected from a dropdown or mapped dynamically using channel IDs, which can be saved in global variables for easy mapping. To [know more](https://help.pickyassist.com/~/changes/UIUApFI15X6M1wQJrFRy/setting-up-guide/connecting-channels)

For example, in Lead follow-ups, the "Send Message" actions are used in Funnels, and these actions require a channel to be selected. If the channel is not connected during execution, the "Send Message" step will fail to execute, interrupting the follow-up process.

### **Publishing Flows**

To ensure the proper functioning of flows, it is essential to publish each flow before executing it. This can be done by clicking the "**Validate and Publish**" button for each flow. Once published, the flows will work effectively in conjunction with other products and processes. If you make any changes to the flow configurations, it's important to remember to publish the flow. The modifications will only take effect once the flow is published; otherwise, the changes will not be reflected in the flow's operation. Each time you publish a flow, it is stored as a new version within the flow settings. This version control feature allows you to easily revert to previous versions or even restore the initial version of the flow whenever needed. Making it simple to manage changes and ensure that you can recover from any issues that may arise after updates. To [know more](https://help.pickyassist.com/~/changes/UIUApFI15X6M1wQJrFRy/setting-up-guide/setting-up-flow-builder/create-manage-test-and-publish-flows#publishing-flow)

Click on Validate and Publish button as shown in the image below before using a flow.

<figure><img src="/files/ZyAZjEkZstWXZ916eyRp" alt=""><figcaption></figcaption></figure>

### **Data Mapping**

Before executing any flow or connector, it is essential to verify that all field attributes are complete and that data has been mapped correctly, especially when using CRM and Data lookup actions. Ensure that mandatory fields and fields with specific validations are filled out with proper data. Mapping errors can lead to incorrect or incomplete data transfers, which may disrupt the functionality of your processes. Taking the time to double-check these details before execution can help avoid complications and ensure smooth operations.

### **Enable Required Features**

If any Prebuilt feature, such as Flows, Connectors or Schedulers, are disabled by default, make sure to enable them before usage. Review all the features that accompany the Prebuilt modules to ensure nothing crucial is missed. Some features may be disabled for unwanted executions (especially **Schedulers**) so users can choose and activate it as per the requirements.

<figure><img src="/files/6ETy9ss5fbbkL4B0xiP4" alt=""><figcaption></figcaption></figure>

### **Connecting Apps**

To use the ChatGPT actions, first, activate your ChatGPT integration within the platform. Go to the **Apps** section in the **Settings** page, and use your OpenAI Token to enable the ChatGPT features. For detailed setup [click here](https://help.pickyassist.com/setting-up-guide/setting-up-ad-ons/setting-up-chatgpt-app#getting-started-with-chatgpt). The below image shows the Apps page.

<figure><img src="/files/2L5xQ52V5DoA4EkDjlwF" alt=""><figcaption></figcaption></figure>


# Testing Prebuilt

Testing the prebuilt features

### **Adding Record in CRM**

We can perform a test run on prebuilt modules after installing them to understand their functionality. Records can be added both manually and automatically through workflows and connectors. To test the modules, we can start by manually adding records along with checking the required fields and validations.

If modifications are needed in the CRM, we can use the module builder to make necessary changes, such as adding, deleting, or editing fields, as well as implementing field validations or adjusting field settings, changing the role wise permissions. After making these changes, it’s crucial to ensure that the fields display and function correctly. We can test the associated records and modules with 360 view of each record also. Additionally, we can test the Filter View and Kanban View by adding sample test data into the modules. This approach will help us confirm that the different views operate as expected and provide an accurate representation of the records.

### **Testing Chatbots**

We can test each flow to understand its functionality at every stage. For Chatbots, we can utilize the **Test Flow** feature or adding contacts to the Chatbot. By executing these tests, we gain insights into how the Chatbot will interact with customers and how it captures user responses and adding, updating in CRM. This process also helps us verify how the chatbot updates CRM fields using the data lookup feature, ensuring that the information flows correctly into the system.

<figure><img src="/files/uzrSWauhKHwq6GVe5yjv" alt=""><figcaption></figcaption></figure>

### **Testing Workflows**

For workflows, we can test them by creating trigger events within the linked CRM module to see how the workflow executes each step, performing actions such as updating or adding data in the CRM, enrolling contacts into Chatbots, adding tasks, triggering funnels, and more. Alternatively, instead of creating real-time triggers in the CRM, we can use the **Test Flow** feature, which allows us to directly add the record ID into the workflow. This approach helps simulate the workflow actions, making it easier to observe how the processes will behave without needing live data.

<figure><img src="/files/vIw61OBmCDLbLyVXTFZA" alt=""><figcaption></figcaption></figure>

### **Testing Funnels**

For funnels also we can test by adding Funnels manually against the record or by triggering the Workflows which is adding the record to Funnel or by adding the Record ID in to the Test Funnel feature as same as in the workflow.

<figure><img src="/files/s0dlVEFW8fTMMODYBqXn" alt=""><figcaption></figcaption></figure>

### **Testing Connectors**

For testing **Connectors**, you can use the **Simulate Test** feature to manually trigger the Connector or set it to trigger automatically with Schedulers. Before initiating the Connector, ensure that the CRM modules have sample data, and that this data matches the filter conditions.

<figure><img src="/files/axrfXWwG06w2v4PREBd8" alt=""><figcaption></figcaption></figure>

For example, if you are testing a **Meeting Reminder Connector**, you would need to add a meeting record in the Meeting Module with a valid scheduled date. Additionally, set the **Meeting Status** to "Scheduled - New," as it is used in the filters. Make sure that a lead is added as a lookup to the meeting record. When the Connector is triggered, it will search for records in the Meeting Module based on the filters applied (e.g., checking if the scheduled date matches). If a match is found, the Connector will pull the lead details from the associated record and send a reminder message to the lead’s phone number.

In this case, data from two modules - **Meeting** and **Leads** are essential for the Connector’s proper functioning. Therefore, always ensure the necessary data is available and meets the conditions when executing the Connector.


# Managing Organization

Easy Organization Management

## Basic Settings

Getting the Basic Settings Configured

By default when you create a new project Teambox will have some basic settings pre-loaded however you can change this anytime as per your requirements, before creating users please complete the following steps

1. Create a department if you wish to segment the users into different departments, it's possible to allocate chat based on departments
2. Create Roles that help you to give different access privileges to different users you have, by default system will have a "Default Role" so make changes as per your business requirements
3. Create users, while creating new users you can assign departments and roles as per your requirements.

## **Department**

To create a department got **Settings -> Departments (**&#x54;ab) and click on the **+Department** button on the right-hand side as shown below;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfmOZe3E7IssI3vMdTSChVCzSyVcViZ1GNCtikrFzmATZJw1Z-DS9FoHE7YEK0aTAgatu0Folr_Z4EmgY7jNWyzX4u7CvICnd5vLp-p1PZRuNecIGr4dYjPI2dVcmLjTYyisnZv3-jTJ-l3C3UwFYhAr9Q2?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

**You can give a name to the department and if you have existing users then can map them as well into it, you can add or remove users from a department anytime you want.**

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcWhPbDUlJ8y3ARzqS3Wizm7Bv93hrxg8Ih5bnq8lLts4nM-R25XHSwygA3a5jYwXixOvO0lgRN9RnjeozBzI3yReF-YtuWA6VjzTTrrLRHNRXp-v3VOuwNUBlPjAign1IBNLjIryXhu-digMOKywYmHLA?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

### Editing or Adding Users to Departments

At any point of time, you can edit the name of the departments, add or remove users into a department by clicking the **“Edit”** icon under Manage

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc2J2bWb6gc9Yk2Z8fShRs_RdJzHP6-zLnunF1U8tQtJUwEYwHw9_haObEWeBK7fOom14fIMuN6RekdSVsFiiiRLwg9BYUDeOqrFdy-EFj4i3PD3iPwrjqKHTFOL_aN8lLgZNWvwXOCdluyi4hh0WiFyZtj?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

**A new popup will come as shown below where you can change the department name or add/remove users**

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXce0NyoNEJLeyp1U8cqFVpLN4LT-yhl8H4dZw0nR1ckwH3SV16WH0antV0opOxpbxgwedgTSoacVZ7N6k7goEKye6Lu90lsqOo7QjnDbXkCypw9xTb_PYZMAaXMfiYuDqIItObHCgBWqTmqeM-vLm6Vp5A?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

**You can see the number of users in a specified department in the Column name “Count” as shown below;**

## **User**

An administrator can create Users/Agents to allocate the incoming chats coming to different channels.

### **Creating New User**

To create a user click on Organisation-> Users (Tab) then click on **+Add User** (Button)

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfBKVZbGfn4XcEGPG_n5nQe7ZIpbrdFygRW3e8_bU-pJLt1MeAkwRrN1-w0espfa2CkUMqkV4UQCF0mnANMK5YhKWns8Gv811dPaTtNglYKYLqI7UG0DCFgywBp-BbOTteHJbgid43I9hEU7SdMhXM-TiwI?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

A Popup will open where you need to fill in the details as shown below;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfjpghecN6I1TqnJ-SlHcLqp_OgyRGegVEXvMN8Ex-enJG--PTNoQNfLdjUQe42uDRC5eqKxoJN8OyfMoDRgdEssW-SwKetiZOway084nD0uPWAU7i334XUv9Jvkx7Z6qVBaicdYCkcUa_716XvvmS2iO0?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfS1kV5zt3T7p1-jFkTEf_BwL6fHHy3JY2KgLDD4Pjt5ktrdNt2Hjc-gBifUsj5rPazyeFPJyOMZQNTVDNli5e8envzz_6HyY426VDbOolF-Us1BedPUDUMrFK7BBSLqtnQpoVmDX9GKXLB5_cyTT-kKWBC?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

**Enable 2FA:** This option is to enable the Two Factor Authentication against the agent.[click here to read more about it](https://help.pickyassist.com/setting-up-guide/managing-profile/two-factor-aunthentication)

After filling in all the details click on the **“Create New User”** button and you will able to see a popup as shown below which contains the Login information, we automatically send an email to the user.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfAvCujfyOJKl-lc7aZtxvsa62_OrlnbFgjoXtqo7l-pERvd6J9UGX2lB7MQdS8uD5MQr3IbkhGAhkvFyCWkJ8RyUnLZyFVSRIAm5NfLrJxiWsekpK-dopEYO732rStbZqI2IhlMzTO_rts07ZEYLB7USw?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

You can also copy the details and send them through WhatsApp or any other medium.

{% hint style="danger" %}
**Please note your users must log in into your workspace URL and login through Picky Assist normal login will not work for them, so always make sure that you login through the login URL provided by you for your organisation as mentioned above**
{% endhint %}

## **Roles** <a href="#roles" id="roles"></a>

Roles help each organisation to create a different privilege that each user should have like you can give a user access to all chats or limit access to the chats which are assigned only to them, or can mask the sensitive data from a user, etc

### **Creating Roles** <a href="#creating-roles" id="creating-roles"></a>

To create a Role click on Organisation -> Roles (Tab) then click the **“+Add Roles”** button on the right-hand side

<figure><img src="/files/nYKM3cz9bHyDWGc8w3Or" alt=""><figcaption></figcaption></figure>

A popup will open where you can give a Role name and Description as shown below;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXf-KMCInNqT1mFm5Ps1XuPRM2KiQI8odUUqXIa-nxExTJxoDEZendRBolMUxbhl6BVR-9eSpbU3b2xmj-BQQ2gZBDpMTJV64cXshm0iPR5h_Bt6UK1sJf40n7cb64g_H8ggfjXLnW8O3IH6MrKCUBneC0s?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

You can enable the privileges which needs to be assigned to the "Role" and click on "Create Role" button

{% hint style="danger" %}
**Once the role is updated the User needs to be logout and login to see the changes, so if you are adding new roles then please tell your users to logout from the Picky Assist platform and log in again.**
{% endhint %}

### **Cloning Roles**

For easy adding new rules you can quickly clone an existing role by clicking the Clone icon as shown below;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcncrJlVlire2GHQZpkXg2c0JVDOa7sYsdjcJWd3oxYgsQyXzWmrjiJIdmZyrRS6S7YCA-qFNiBIHhfnwElr40XXrsEE-QFGwVL-AMjl3RW9XbEiYibVkJe4qcyGjBeG-GqjGxPmQrOveSDzQDwYdbKvSM?key=cBOa1mQ9ll8SyPWV8OK9KA" alt=""><figcaption></figcaption></figure>

## Hierarchy

### Introduction

The Organization Hierarchy is a new feature in our product designed to rank individuals or groups within an organization based on their privileges and  Organization Hierarchy structure. This feature enables clear visualization of the organizational structure, facilitating improved communication, streamlined decision-making, and enhanced understanding of roles and responsibilities.

Hierarchy within an organization assists agents by providing a clear structure based on their roles and permissions. This helps the agents to easily understand the organizational management, their reporting structure, and who has access to their information.

The primary purpose of the hierarchy is organization management, encompassing task allocation, team member management, reporting relationships assignment, work access, and employee task tracking. With the Hierarchy filter in Teambox and CRM, we can easily filter conversations attended by agents and track CRM leads handled by agents.

### Features

* **Visual Structure:** Easily view and understand the organizational structure
* **Role Definition:** Clearly define roles and responsibilities
* **Access Control:** Manage permissions based on hierarchy levels.

For example, consider a software product development company with a hierarchical structure: the CEO at the top, followed by project managers, different teams with team leads and members. Each team member reports to their respective team lead, each team lead reports to their manager, and managers report to the CEO.

In this structure, individuals have specific access privileges:

* Team leads have access to their team members' work.
* Managers have access to their team leads and the entire team's work, enabling them to track progress.
* However, a team lead from one team does not have access to other team members' work unless access is granted.

This hierarchical access ensures controlled visibility and management of tasks and projects within the organization.

Understanding and managing connections within the team hierarchy becomes essential. The hierarchy provides a graphical representation of individuals at various roles within an organization. It clearly depicts reporting relationships within teams and facilitates easy comprehension of access permissions over other team members through the hierarchy diagram.

### Getting Started

To view Hierarchy click on Organization then select the tab Hierarchy. This picture shows a sample view of Hierarchy.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd0H63Mp0JFHRxoaC8U5XU25MAD6A19uwD7mf97ZWVsdhJOgX4e07EO8XYUSu28Vks7rIoiPS7tEp5W_4TfUUYYRzcrajzMRd4esVMvXGH0wAg7LamlUd2pn6--jUeg3cIeFe4KcoX7n4-m3wZo1GZsxoQ?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Each user’s name is displayed with their role (see the picture below), represented as a block connected by branches. These branches indicate the relationships between users. The person at the top is the Admin, who has access to everyone in the organization. Similarly, each user has access to those in the branches under them. Access flows from top to bottom, meaning a user at the top can access users below them in the same branch, but not the other way around. The hierarchy is arranged by selecting the reporting person for each user.

Suppose If User 1 is selected as the reporting person for User 2 in the organization settings, then User 1 will appear above User 2 in the hierarchy. User 1 will have access to User 2, but not the other way around.

Here, you can navigate the hierarchy by zooming in and out using the mouse scroll and moving the hierarchy in all directions by clicking and dragging anywhere on the layout. Clicking the '**Reset Zoom**' (see the above picture) button will return the view to its default position.

You can also view each user's details by clicking on the Info icon over each agent block in the hierarchy as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdDk_NAFDGCvk3qwXP2oxwvaz2doZWdYhoIvlxsRIKhwFCTXj9ZZqg1Vr2ysHUHuxV6N9iOGgBVepTRDwmeu4VmB-MnpKznuyfqXaDt1SpQFFTuLX3NSHfK72woEsT2nPeMAC_xXQBPWiSf9RH_EpJ3Ouk?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

### How to create a Hierarchy

Hierarchy can be built by choosing the reporting persons from the user settings. It can be selected while creating a user or while editing the user details as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfTF0U7A35W4GsohV1cJJkqFPSAxe_dqQw5OSUjIQLn74awjXVeoSH4d26j8nshzQX8WWzg3NQZjSZf0uPdPcrhjp5oRN6WEF3yeeQNdZYIkRKoLPQHvv_oWp1nLmG7CaxcNS08UGpymX6pUho42RFd7xY?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

#### **Reporting Person**

While creating a user we can allocate him to a Reporting person. In hierarchy this reporting person will come above this created user and whoever the user has the same reporting person all that user will come under him. Reporting person can be changed at any time by editing the user details. The reporting person has access over the data of the user.

Here as shown in the above image suppose we give Ancy as the reporting person for john and also John as the reporting person for Katy and Jerry. In hierarchy it will look like in the below image.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdHoj_tWNODciLTWZHeZAtdbpMcIWkUwYEvM6_-cP0XWJraeQ7A-26bZzFFYTUp2V8l5sVKLBpql67U2eV9w1tFBIhTXp5nVuiQ7dZWPSekwaIEbTpebtX7y2bjWJLtdNNFprCuRuRbvVJx8wVvb1kKcxk?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here Katy and Jerry come under John and John come under Ancy. Now Ancy has access to John, Katy and Jerry, and John has access to Katy and Jerry only. But Katy and Jerry have no access over each other or to John.

This is how we can construct a hierarchy, by viewing this agents can easily understand their roles and permissions and whoever has the access over them.

### Organization Permissions

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXehHal6x6ZnU7MwNgxj_P6iTT4Md0C0Nwqlv9QRcrEuUgrDyHS4-jV3xmUONHv4OY93f9p4B_LfxZIdqTZfOPZmXekmSEv9y6DrrQyN1VpEvkyME13wQNxmLJgMrYXb88j1t9wOtsLqpT7Mw16lyijoj0A?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

In role permissions their is newly added update for organization permission that are **View and Manage User** and **Create New User**

#### 1. View and Manage User

The agent with this role can view the organization module and hierarchy and he can mage the users comes under his Heirarchy.

#### 2. Create New User

On enabling this field agent gets the access to create new users in the organization. While enabling this option a popup field Select Creatable Roles will popup. In this field we have to add those roles of the users which this agent under this role can create.

### CRM Hierarchy Permission

Along with the existing CRM permissions two new permission options based on Hierarchy are added

#### Hierarchy Read

By giving this permission the agent can view the records of the sub users who are under him in the hierarchy in that module, but unable to edit or update.

#### Hierarchy Write

By enabling this permission the agent under this role can edit the records owned by the sub users who are under him in the hierarchy.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfHanguX-UNwcdDdhttazwLSl9r2J4peRZfaGAu5sAL4iOWpuETR6eq0IEu5VbOhcN6nx2sz26ZyZEHt787SrleZKE4XOxBfe62zTdE2NrmsnnKfqcf_OY06JrDLxAXFegjybrdkI12LXg1dtmEkoXjfbo?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Note that when you enable the hierarchy permissions from the CRM, then the Public Read/Right permissions will get removed. At a time only one of the permissions will work that is either Public read/write or Hierarchy read/write.

### Hierarchy Filters

Hierarchy filters are the filters which can be applied based on the Organization Hierarchy. Here filters are applied based on the record owners. Also it allows to filter out the contacts or records which are owned by the users on the basis of their hierarchy.

Hierarchy filters are available in bot CRM, Teambox and Broadcaster.

#### CRM Hierarchy Filter

By using this filter option we can easily filter out the records in a CRM module based on the users in hierarchy who are the owner of the records. In CRM modules the hierarchy filters are shown in the top of the CRM records as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXewhOXeuPOnrx0SMMhjh2ZuuEwLPZBMyB5AtpvJaNeHEToTnbRmY3TY83Vnidr008h5cTGABuRYAocSewag6tqYECHpPx7_UiJwZmL-HAi9IdIxM3-Pn3sSXHKF0_NJMNNNXgZDZ41YIimRk40D6oJrqsv1?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Clicking in it open a popup window with hierarchy view as shown in the image below

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXckXg98jn-LMwWgS5mq-c7VOZgMYRUL2bFv3aRQ_6Cn8Zc_zgSJhTkFm7LDrucjBukR1mxyiBB-TpsUipja8X-F3hZfQNgZq3JMkMK0WAqohcTml6hVkDhgsRJYfGmjnSlrGJ4o3JEPiPKWxgzqbkvmWbO-?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here we can apply the filter by selecting the user and clicking on the Apply Filter button. On applying the filter the records with the owner as the selected users from the hierarchy will shown. At a time we can select multiple users from the hierarchy. Clicking on the **Clear Selection** button clears all filters.

Also there is another option in the Hierarchy Filter that we can choose the User and all his Sub user on one clicking **Select all Hierarchy** user Icon as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdnu51Wd6lbLkLT5BoullOboYPj1gtMbmav_HkoK1dHqqqCFcltZ4BgWRFom_boMUd_RoFgJvvUx9GMpVx65paKMggZtfRfNHORu0uKcvIJsggqa5vPceeULmGQutGG49I1TLFhResSW3CupGz2EN3IOHml?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

By clicking on this all the sub users under that users will get selected at one click. On applying the filter we can see the records with the owner as the selected users as shown in the above image

For example if want to filter out all contacts owned by Tom and his sub users we can click the 'select all Hierarchy users' option on the Tom in the Hierarchy block, here all the sub users come under the tom will get selected and on applying filter all the records owned by Tom and his sub users can be filtered.

#### Teambox Hierarchy Filter

In Teambox, Hierarchy filters work based on users participating in the conversation. When you apply a filter by selecting one or more users in the hierarchy, the chats involving those users will be displayed as the filter result in the Teambox. The filter UI in Teambox is same as the one in CRM Hierarchy filter.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXe1GDkbzNLjHac_mqcWo1NgC-H6yhwttxwqcZum09Lvlu8UXAU4gXzNn9ON-2TpykN8ur9cxReJOTw6VdMwExduWWwJsrJErUaPwdW1tF9eRHHECw4-kBLPKe9SOFCCqfdA_DTt0ZM1w1nZi7z8Xy5Rw6bN?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here for example the filter is applied with the user as Ancy. Then all the chats which Ancy joined in the conversation will list on the Teambox. So with the Hierarchy filter in Teambox we can easily filter out the chats with which the selected user is assigned.

#### Hierarchy filter in broadcaster

In Broadcaster, when segmenting contacts based on their owner, there's an option to 'Get records from Hierarchy users.' By selecting this, you can filter out all contact records owned by the chosen user and the sub-users under their Hierarchy.

For example if we want to create a campaign for sending a message to the contacts owned by Ancy and to the contacts of all the sub users who come under her in the Hierarchy. Manually it is difficult to segment the contact owners individually. Here we can use the ‘Get Records From Hierarchy’ checkbox. On enabling this checkbox, all the contact numbers owned by Ancy and her sub users in the Hierarchy will get filtered out easily.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfqGkqKpo-OdDE263MxppFB1UYOTE62KVRpPh4QViRaAKcTLkTAUW39qDH-fLzn4EySAsMAFcqObSGmUG4X4-CsX8AS1lxlrCo04QUSb0nQXioE9JgfuTcN3F4Z2IGvgmtuNn2XHKkL_fhhz-fvyJMY9oTB?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

### Hierarchy In Agent Login

In the agent login, the Hierarchy appears differently from the admin view. It only shows the Hierarchy section for that agent and the users under them. But in the agent Hierarchy view One to One access branch can be seen. A sample view of agent hierarchy view is shown in the image below

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdYXV5u5aoU2BT5POMYsOkeyhLyirpeazFcjbXMdvU0jEq8nVdiIaRESoqf314Gxf3S-v5lv-a5AikiwG8ocoysrc3qyMe52nWKfziGAortcfjSonsH3iIupJkRWkcxhyyjUBogGpPoyptqz20iOU0-LZUD?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

The Hierarchy in agent login can be only viewed if we enable the Organization permissions in the role permissions. From agent login we can create one to one access and can create users with the roles added in the Organization permission.

## One to One Access

This is a hierarchy customization option in the organization. Normally an user has permission to view the agents who come under him in the Hierarchy branch. One to one access is used for giving additional access to view the details of an users who is under another branch or to access the user who is in the same level in the same branch in the hierarchy.

It can be added from the One to One Access tab in the Organization page or by adding along with creating or updating a User.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdNKW5ebLKMV79xI_hB4-IbNkwRMcRIyOI6aVloFeN3O1EelLpLGV09JiD_xxNUoL_C6O7_0EgHghxUnz8VL3ZjXBaISfFGi8vMAmVrODMtMlH-khURNpYGyRdmhn1xlVkrWV5uuMWxrKFU5JQ0Q5wN0rQ?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

To add one to one access click on the Add One to One Access button as shown in the image above. Clicking it will popups a field to select the users to whom the one to one access should give as shown in the image below

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfun94YQGhuC9B-4KqE1cLoUmiJ8EjvdDsXHRQgoBaumpkdY18IKbMf1Nd4qDegYjyI9XNM8pesn294cFQkqRUUdpwPa07v9lYaTGIZ1fKKHQ--twR3mpKTOEu4xrUA8qQiGtO9-fubc5FYUUJ15X_ER3r3?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here in the user field you have to select the User who need the access and in One to One field you have to select the person whose access you want to give to the one in the User field. Enabling the checkbox Access to sub users of selected user allows the user to access not only the other user but also all the other users under him.

**Note that the CRM records and contacts can be accessed through One to one access only if the CRM Hierarchy permissions for the Roles are enabled**.

For example, the Service Manager Tom wants to access John who is the Team lead of the product development team as represented in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd4HVroywjZ2QtQibEmTeJ6YHkOSov8OtuO6JElvSpf99Pf5sJgZVkrp4TT5ScOG8dRRL_tGqYtVbIxK-4-mDG42kTktMrTPRcnHHoOV1tWkK_GsxQcx8dIey4urmgjqNWliZZOt_Y0X7TRzVsF1djyVUCT?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

For this while creating one to one access Tom’s Name should be selected in the User field and John’s name should be selected in the One to One field and click on Add button. Now Tom can access the data of John like his CRM record, contacts etc. That is Tom can view Jon's records in his login platform and if you are checking the Access to sub user field, it will allow Tom also to access both Katy and Jerry who come under John.

This is how the One to One access works. Like this we can Give access to the users even if they are not connected or neither are the sub users.

## User Deletion

The User Deletion feature allows you to remove an existing user from your Organization module while ensuring that all their associated data and configurations are securely transferred to another user. This helps maintain continuity in operations and prevents any loss of important data or ownership.

Only admins have access to perform this action. Using this feature, you can delete a user from your Picky Assist Organization and reassign all their data related to CRM records, chats, automations, and other configurations to a preferred user within the same role or to an Admin. This ensures that the role based access permissions remain consistent and that all responsibilities are properly handed over without disruption.

To make the reassignment process structured and flexible, the user’s data and responsibilities are grouped into three categories. For each category, you can choose the same user or assign different users based on your requirements. This allows you to distribute ownership efficiently across your team while maintaining control over specific data and functionalities. Refer to the image below to view the User Deletion menu.

<figure><img src="/files/uDa9W9p3ZgKyA4b1wWIK" alt=""><figcaption></figcaption></figure>

The three categories are;

#### 1. Contacts and Conversations

This includes;

* All open chats handled by the deleted user will be transferred to the selected user’s Teambox.
* Ownership of all contact records in the Contacts module will be reassigned to the selected user.
* Ownership of all notes and tasks associated with each contact will also be transferred to the selected user.

#### 2. CRM Records

This includes;

* The selected agent will replace the owner of all CRM records associated with the deleted user.
* Ownership of all notes and tasks linked to each CRM record will be reassigned to the selected agent
* All reports and dashboards owned by the deleted user will be transferred to the selected agent.
* Filter views and Kanban views created by the deleted user will be reassigned to the selected agent.
* Any specific permissions granted to the deleted user for reports and dashboards will be transferred to the selected agent.

#### 3. Automations

* Users who were reporting to the deleted user will be reassigned to the selected user, and the hierarchy diagram will be updated accordingly.
* Any routing rules configured with the deleted user will be updated to replace them with the selected user.
* In **Smart Replies** (Teambox actions), the user reference will be updated
* Wherever the deleted user is configured in Connectors & Flows, they  will be automatically replaced with the selected user. Those steps includes - Assign Chat, CRM Owner field updates, Send Instant Notifications, Trigger Macro Buttons, Kick Out User, Change Owner, Map Contact, Get Users

### Deleting a User

To delete a user, navigate to the **Organization** module and open the **Users** tab. Locate the user you want to remove and click on the delete icon next to the edit icon.

<figure><img src="/files/YVRaL9ZXoJiEbXrGeKkX" alt=""><figcaption></figcaption></figure>

Once you click the delete icon, a **Delete User** titled modal window along with name of deleting user  will appear, as shown in the image below.

<figure><img src="/files/nAvtwaYzbfLRROhOvU6g" alt=""><figcaption></figcaption></figure>

In this modal, you will see three sections, each with a description and a dropdown labeled “**Select Agent.**” When you click on the dropdown, it displays a list of users who belong to the same role as the user being deleted, along with the admin.

<figure><img src="/files/xYRsJh9cNjR7uEcIhtJx" alt=""><figcaption></figcaption></figure>

You can choose the same agent for all sections, different agents for each section, or assign all data to an admin based on your preference. The data and configurations in each category will be transferred to the respective selected user. Please note that all three dropdowns are mandatory, and you must select an agent in each section to proceed.

You will also find a checkbox option under **“Contacts & Conversations”** and **“CRM Records.”** Enabling this option will create activity logs for the reassigned CRM records and Teambox conversations under the newly assigned user.

After completing all selections, you must enable the mandatory confirmation checkbox **“I understand this cannot be undone and confirm user deletion”** at the bottom of the modal. The **“Delete User”** button will only be enabled after selecting this checkbox.

Once the user is deleted, they will be removed from the Organization Users list, agent lists, hierarchy, and all areas across the platform. Any further login attempts using the deleted user’s credentials will be prevented..

{% hint style="info" %}
*User deletion and data reassignment may take some time to complete. Please wait for a few moments while the process finishes.*
{% endhint %}

After some time, when you log in as the selected user, you will see that all records, chats, configurations, and other data previously owned by the deleted user have been successfully reassigned

#### Billing

In Billing you can see the number of agents in the usage stats will decrease while deleting the Users. So while downgrading plans you need to delete extra agents to proceed the downgrades.

If you have purchased additional agent bundles, deleting users will not automatically reduce or cancel those bundles. Agent bundles are part of your subscription and will continue to renew along with your plan.

Even if the number of active users becomes lower than the purchased bundle count, the bundles will remain active and billed accordingly. To stop billing for unused bundles, you must manually cancel the bundle subscription. [Go to Billing](https://help.pickyassist.com/general-guidelines/billing)

{% hint style="info" %}
***If you have purchased additional agents through a bundled package, they will not be removed when users are deleted. You must cancel the bundle subscription manually.***
{% endhint %}


# Setting Up Teambox


# Introduction

Get Started with Teambox

Teambox is a product which helps organisation to create multiple users and allocate or distribute chat among the team members for easy collaboration and effective communication.

Teambox is now integrated with WhatsApp Web Automation, WhatsApp Cloud API, WhatsApp Official, and Instagram Facebook Messenger Channels and we are in the process to integrate more channels in the coming months.

See more details and features of Teambox here <https://pickyassist.com/en/whatsapp-multi-agent-teambox>

## Related Guides&#x20;

{% content-ref url="/pages/-MZJpMBF7SxzV7PYPwdC" %}
[Routing Rules](/setting-up-guide/setting-up-teambox/routing-rules)
{% endcontent-ref %}

{% content-ref url="/pages/-MZK-\_\_Ss8r5Ro-Tbsze" %}
[Teambox](/setting-up-guide/setting-up-teambox/teambox)
{% endcontent-ref %}

{% content-ref url="/pages/2pZbmg5QqNyyLH9w3gJx" %}
[Inbox View](/setting-up-guide/setting-up-teambox/inbox-view)
{% endcontent-ref %}

{% content-ref url="/pages/nyt6HzCZoKWhQXTZnV4M" %}
[Organization Hierarchy](/setting-up-guide/setting-up-teambox/organization-hierarchy)
{% endcontent-ref %}

{% content-ref url="/pages/rwSfRnupe85pWImQsXDy" %}
[Analytics](/setting-up-guide/setting-up-teambox/analytics)
{% endcontent-ref %}


# Routing Rules

Teambox Routing Rules

## **Routing Rules**

This is the most important section of the Teambox which helps to route the incoming chat in various ways as per your business requirements.

{% hint style="success" %}
**From 1st Feb 2023 onwards it's possible to define routing rules channel-wise so please select channel first to see its routing rules i.e you can define your own channel-wise routing rules as per your business requirements.**&#x20;
{% endhint %}

To open Routing Rules click on **Organisation ->** [**Routing Rules**](https://pickyassist.com/app/organization/routingrules) **(Tab)** and you will able to see an image as below, You have to select the Channel on which you need to configure the routing rules&#x20;

<figure><img src="/files/AeLH5QsjBeUdKYNSf1QC" alt=""><figcaption></figcaption></figure>

Upon selecting the channel you will see the settings as shown below;&#x20;

![](/files/-MZJpiV4o8CVMAeoebtz)

{% hint style="warning" %}

### All the Settings configured  here will be known as Default/Global Routing Rules&#x20;

{% endhint %}

## Available Type of Routing Rules&#x20;

We have made the following types of routing rules a business may select any one of the routing rules as per their requirements&#x20;

1. [Broadcast](/setting-up-guide/setting-up-teambox/routing-rules#broadcast)
2. [Round Robin](/setting-up-guide/setting-up-teambox/routing-rules#round-robin)
3. [Manually Assign](/setting-up-guide/setting-up-teambox/routing-rules#manual-chat-assign)
4. [Route to Contact Owner](#route-to-contact-owner)
5. [Route to Last Assisted Agent](/setting-up-guide/setting-up-teambox/routing-rules#route-to-last-assisted-agent)
6. [Contextual Based Routing (Smart Replies)](/setting-up-guide/setting-up-teambox/routing-rules#contextual-based-routing)
7. [Out of the Box Routing Rules](#out-of-the-box-routing-rules)
8. [Assigning Chat from Picky Assist Products](#assigning-chat-from-picky-assist-products)

## **Broadcast** &#x20;

Broadcast allows businesses to notify all the online users in an organization when a new chat comes when any of the users accept the chat the notification will get dismissed to all other users and the chat will be assigned to the user who accepted the request first.

This works similarly to parallel ringing in your traditional office PBX system.

You will also have the option to send a default no response/offline message to the customer in case all the users are offline or have not attended the chat within the time you specified here as shown in the below image;<br>

![](/files/-MZJqOec0IYc3ZPlNcNM)

Please set the value only between 1 to 10 minutes

## **Round Robin**&#x20;

One of the most loved features for businesses to keep all users engaged is the **round-robin method,** which distributes incoming chats equally among team members. Our auto re-assign mechanism ensures that if a user does not attend to a chat within the specified time, the chat is automatically routed to the next available user to ensure that no chats are missed.

![](/files/-MZJqyW2B9rIuFVq2xAb)

**Reassign the chat to the next user after \_ minutes**\
This settings helps you to auto-assign the chat to the next available user after the time you configured here in minutes, please put this value between 1 and 5 minutes

**Maximum \_ number of rotations before sending default no response messages** \
This settings means how many times the system should rotate before sending the default no response message, let’s explain with an example ;

Let’s say you have 4 users and have setup the “Reassign the chat to the next user after 1 minutes” so here the system will first allocate the chat to the user 1 and within 1 minute if the user 1 not attended the chat then it will assign to the next user and wait for 1 minute, if none of the 4 users are not attended the chat then again this rotation will start i.e after 4 minutes the system will start again assigning the chat from the User 1, now in order to avoid the infinite rotation here you can define how many times the system should rotate the chat before sending the default / no response messages.&#x20;

**We highly recommend keeping both to 1 minute.**&#x20;

{% hint style="warning" %}
**If no user joins the chat within the specified time, it will be marked as a "Missed Chat" and will be shown under the "Missed Chat" tab in the Teambox. Please note that all users who miss a chat will see it under this tab. For instance, one contact may appear as a missed chat for all users who missed that particular chat.**
{% endhint %}

## **Manual Chat Assign**

This is something like a telephone operator who attends the call then enquires about the query and routes the call manually to the right person, when manual assign routing rule is enabled all chats will be assigned to a single agent and further can be transferred to a team or a user.&#x20;

**Please note that in this case only the user selected here will get all new chat requests.**&#x20;

![](/files/-MZJrwQ9hbaz8aV6wpvW)

## Assign Owner During Missed Chat

There will be a situation if a new customer contacts you via WhatsApp and none of the users were not online during the period, in this case, you can configure who should be the Contact Owner, and you have 3 options to choose ;

![](/files/XztCwfKOVUh8Pyq9U0kr)

**1) Admin ->** By Default the Admin will be the owner of the contact whose chat is missed&#x20;

**2) Specific User ->** If this is selected then you have to select a user in your organization to add it as a contact owner, so whenever a chat is missed the system will add the contact owner as specified by you here

**3) First Person in the Routing Rule ->** If this is selected then the system will automatically selects the Owner as the User who is in the first in the routing rule configured by you.

## Route to Contact Owner&#x20;

This option when enabled gives you the power to route the new incoming chats always to the owner of the contract, this helps you to redirect the customer always to their Account Manager, SPOC, etc&#x20;

{% hint style="danger" %}

### Please note once this is enabled and if the Contact Owner is not online then the system will automatically follow the default routing rules configured by you

{% endhint %}

## **Route to Last Assisted Agent** &#x20;

This is one of the great features to save the time of your agents and customers as the last assisted agent is aware of the context of the conversation and able to extend help in a much easier way than a new agent, so when this is enabled the chat will be allocated to the last assisted agent if available else it will fall back to the default routing rule.

![](/files/-MZJs6XGqj1eg3z5XUNn)

{% hint style="danger" %}

### Please note once this is enabled and if the last assisted agent is online then it will ignore all other routing rules configured.

{% endhint %}

## **Smart Replies Pause**&#x20;

If you have enabled the [smart replies](/setting-up-guide/smart-reply-v2) then you can specify how long the smart replies should be paused, and specify the value in minutes, these settings avoid duplicating the messages from your user and bot.

![](/files/-MZJsR5WXTllafxzCwL_)

{% hint style="info" %}
Please note when a customer is handed over to a user whenever a new message is sent by the User the smart reply of that specific user will get disabled for the next 15 minutes. You can also enable the smart replies anytime from the left sidebar of the Teambox.
{% endhint %}

## **No Response/ Offline Message to User**

This configuration helps you to set up the message that needs to be sent to the users when no response or all users are offline.

![](/files/-MZJscC5V1HOmnl3hLdi)

## **Contextual Based Routing**&#x20;

We have set up the Global Routing Rules which works with all Users & Departments, now let’s see how we can able to route the incoming chats based on the message contents that are sent by the customers.

This is the routing rule that works with our [Smart Replies](/setting-up-guide/smart-replies) powered by AI, based on the user conversation you can route the chat to a specific department or assign a user who is an expert in the topic for example if a customer asks ***“I want to renew my car insurance”*** then let’s assign the chat to a department who deals with Car Insurance similarly a chat can be assigned to an individual agent who is specialized in certain skills like language, technical skill etc.

To setup the Contextual Based Routing the Smart Replies must be enabled and Online, now against each Smart Reply question you have to setup a [Smart Action](/setting-up-guide/smart-replies/train-module/smart-actions) as shown below;&#x20;

![](/files/-M_VaBzFWBzDXPBtOo9b)

In the smart replies you have 2 routing rules to choose as explained below;

#### Default  Routing Rules

If you select the default routing rule then whenever a customer message matches the specific smart reply keyword it will follow your default/global routing rules configured, for an example if your default routing rule is "Broadcast" then it will broadcast the new chat notification to all the departments or users you selected as Smart Reply Action.

If No Response / Offline messages is enabled in your default/global routing rule then whenever a user is not available the configured default no response/offline message will send to the customer, but when you use it with the smart replies you have the option to enable or disable this settings which are specific only to certain smart reply keywords. i.e you have the option to choose whether an offline default no response message should be send or not.

To enable sending no response/offline message please make sure you have ticked the box as shown below;

![](/files/-M_Vlf-Kkd2QJXWADA4f)

#### Assign Chat&#x20;

When you select the routing rule as Assign Chat against a smart reply then the system will ignore all the global routing rules and give priority to this rule against the specific keyword, if you are assigning a chat to a department or multiple users then it will be like a group chat where all users who are assigned to the conversation able to see the messages and reply.

![](/files/-M_Vlwumv1khRsH7hJAB)

In the above case all users in the "HRD" departments are assigned to the chat and any of them able to see the conversation and reply to the messages.

{% hint style="warning" %}

### Please note all the routing rule configured against in the Smart Reply Action works only for the keyword it configured. You have the flexibility to have different routing rules for different smart reply keywords.

{% endhint %}

### Setting the Default No Response / Offline Message

If the Smart Replies is enabled and our system is not able to give the answer then the system will automatically make use of the global routing rules configured by you, if you want to assign these chats to a specific department then you have to set a Smart Action in the **Smart Reply -> Settings -> Default Message (Fallback)**&#x20;

## **Out of the Box Routing Rules**&#x20;

Out-of-the-box routing rules help you route chats without waiting for incoming messages on any of your channels. Instead, they can route chats based on events that happen in third-party software, such as a new contact being added, an order being canceled, or negative feedback being received. This allows your users to immediately start conversations with customers. This feature is done through the Picky Assist [Connector](/setting-up-guide/setting-up-connector) "Actions" Assign Chat.  [Read More](https://help.pickyassist.com/setting-up-guide/setting-up-connector/steps/actions#assign-chat-out-of-box-routing)

{% embed url="<https://www.youtube.com/watch?v=Ln-8JYCy7Kc>" %}

## Assigning Chat from Picky Assist Products&#x20;

Apart from the Global Routing Rules, the Contextual Routing Rule with Smart Replies its possible to assign chat through [Workflow](/setting-up-guide/setting-up-modular-crm/workflows), [Funnels](/setting-up-guide/setting-up-modular-crm/funnels) & [Chatbots](/setting-up-guide/setting-up-flow-builder) through action step&#x20;

This is useful for assigning chats when specific events occur in your Picky Assist CRM, such as when a status changes from one to another, allowing you to assign the chat to the lead owner. Other examples include when a user selects "Chat with Human" in a Chatbot Flow or clicks on the WhatsApp button and shows interest in one of your funnel messages. Using this action, you can contextually assign the chat to a user, whether it be the lead owner, someone from the sales team, or a specific department. The possibilities with dynamic actions are infinite.

In order to assign or route the chat when you are building a workflow, funnel, or chatbot simply add the action step and click on the **"Assign Chat"** action where you can define the chat assign rules as shown below&#x20;

<figure><img src="/files/RNrwgCu4fuyiz3QXcDil" alt=""><figcaption></figcaption></figure>

## Frequently Asked Questions on Routing Rules&#x20;

### What are the routing rules in Teambox?&#x20;

Routing rules in Teambox are configurations that determine how incoming messages are assigned to your team members. These rules are essential for ensuring that customer inquiries are directed to the most appropriate agent, which helps improve response times and customer satisfaction. Routing can be based on factors like agent availability, customer history, or the nature of the inquiry.

### How does the Broadcast routing rule work?&#x20;

The Broadcast routing rule sends an incoming message to all available agents simultaneously. The first agent to respond takes over the conversation. This method is effective in scenarios where quick responses are crucial, as it allows any free agent to pick up the conversation immediately.

### What is Round Robin routing, and how does it work?&#x20;

Round Robin routing is a method where incoming messages are distributed evenly among all available agents. The system rotates through the list of agents, ensuring that each one gets an equal number of chats. This method helps prevent any single agent from becoming overloaded with tasks and promotes fairness in workload distribution.

### Can I manually assign messages to specific agents?&#x20;

Yes, Teambox allows for manual assignment of messages to specific agents. This feature is useful when a particular agent has the expertise or relationship with the customer that makes them the best fit to handle the inquiry. Manual assignments can be done directly from the Teambox interface, allowing for flexibility in managing your team’s workload.

### What happens if a message is missed or not responded to?&#x20;

If no user joins the chat within the specified time, it will be marked as a "Missed Chat" and will be shown under the "Missed Chat" tab in the Teambox. Please note that all users who miss a chat will see it under this tab. For instance, one contact may appear as a missed chat for all users who missed that particular chat.

### What is contextual-based routing?&#x20;

Contextual-based routing is a sophisticated feature that routes messages based on specific criteria or context, such as the content of the message, the customer's history, or predefined keywords. This method ensures that messages are directed to agents who are best equipped to handle them, enhancing the overall customer experience by matching the right agent to the right inquiry.

### How do Smart Replies interact with routing rules?&#x20;

Smart Replies can be integrated with routing rules to provide automated responses based on the context of the message. For instance, if an incoming message contains specific keywords like "Help," "Contact," or "Sales," you can set up different actions to route those chats to the appropriate team members who are best equipped to handle the conversation. This allows for more efficient and accurate assignment of inquiries, ensuring that customers are connected with the right support quickly.

### Can I set different routing rules for different communication channels?&#x20;

Yes, Teambox allows you to configure different routing rules for various communication channels, such as multiple WhatsApp Numbers, Facebook Messenger, Instagram etc This flexibility ensures that messages from each channel are handled in a way that best suits the nature of the communication and the resources available on each channel.

### What are the 'Out of the Box' routing rules?&#x20;

Out-of-the-box routing rules help you route chats without waiting for incoming messages on any of your channels. Instead, they can route chats based on events that happen in third-party software, such as a new contact being added, an order being canceled, or negative feedback being received. This allows your users to immediately start conversations with customers. This feature is done through the Picky Assist [Connector](/setting-up-guide/setting-up-connector) "Actions" Assign Chat.  [Read More](https://help.pickyassist.com/setting-up-guide/setting-up-connector/steps/actions#assign-chat-out-of-box-routing)

### What are Global Routing Rules and other Routing Rules and how they are different ?

Global Routing Rules in Picky Assist are set for each communication channel under the Organization's Routing Rules section. These rules dictate how chats should be assigned across the system. However, Picky Assist also allows other custom routing rules that can override these global settings. If a chat is managed by one of these custom rules, the Global Routing Rules are bypassed. Only if no other routing rules apply will the Global Routing Rules take effect, ensuring flexibility in how chats are handled.

### How can I ensure that messages from certain contacts are routed to specific agents?&#x20;

In your global routing rule, you can enable the "Route to Contact Owner" option. When this is activated, the system prioritizes routing incoming chats to the assigned contact owner. If the contact owner does not attend to the chat within the specified time, the system will then follow the global routing rules you've configured. This ensures that the contact owner has the first opportunity to handle the chat, but if they are unavailable, the chat will still be managed according to your overall routing strategy.

### Is it possible to have multiple routing rules active simultaneously?&#x20;

Yes, it is possible to have multiple routing rules active simultaneously based on different scenarios. For example, you can use Smart Replies combined with Smart Actions to route messages containing specific keywords like "help," "sales," or "contact" to your sales team members. Additionally, you can set up rules to assign chats based on changes in your Picky Assist CRM or third-party CRMs, such as when a lead status changes. However, you cannot have more than one global routing rule active for a single channel.

### Is it possible to assign chat to multiple users at a time?

Yes, you can assign the chat to multiple users when you are assigning chat through actions from Smart Replies, Workflow, Funnel & Chatbots, at this moment it's not possible to assign chat to multiple users through the global routing rules.&#x20;

### What is the difference between a forceful chat assign and a regular chat assign?

Forcefully chat assign is possible only through actions i.e can be defined only through Smart Replies, Workflow, Funnel & Chatbots and this means the chat will forcefully assigned to the selected agents in other routing rules the agent must accept the chat in order to join the conversation i.e forceful chat assign means the agent will see the conversation under the "My Chats" where in regular chat assign the agent will see a notification under "My Chats" and they need to manually join the conversation, in this case, the agent can reject the chat request as well where in forceful chat assign don't have the option to reject the chat request.&#x20;

### Is it possible to add or remove more agents to the conversation when the chat assignment is completed through any routing?

Yes, it is possible to add or remove one or multiple agents to a conversation even after the initial chat assignment through routing rules has been completed. There are two options available for doing this. First, you can manually add or remove agents through the [Teambox interface](/setting-up-guide/setting-up-teambox/teambox#assign-chat). Second, you can use Actions available in Smart Replies, Workflow, Funnel, and Chatbots to automate the addition or removal of agents from a conversation.

### How does Teambox handle routing when all agents are busy?&#x20;

Picky Assist does not have specific rules or features to determine whether all agents are busy due to its robust capabilities. The system will continue to allocate chats according to the predefined routing rules, regardless of the agents' current workloads. This ensures that messages are continuously routed and handled, even if agents are occupied or if the chats are assigned outside the Picky Assist product ecosystem.

### What happens to messages outside business hours?

Currently, Picky Assist does not have the option to set up business hours, so chats will continue to be assigned to users according to the routing rules, regardless of the time of day. If a user does not attend to the chat within the specified time set in the routing rules, there is an option to automatically send a message back to the user, informing them that someone will join the conversation soon. The chat will then be flagged as a "Missed Chat," allowing the user to respond when they become available.

### What is skill-based routing, and does Teambox support it?&#x20;

Yes, Teambox supports skill-based routing. This feature allows you to set routing rules that direct messages to agents based on their specific skills, ensuring that customer inquiries are handled more efficiently by the most qualified agents. To implement skill-based routing, you can utilize Smart Replies, Workflow, Funnel, or Chatbot actions.

### Can routing rules be integrated with my CRM?&#x20;

Yes, Teambox’s routing rules can be integrated with your CRM to route messages based on customer data or interaction history. This integration allows for more personalized and efficient handling of customer inquiries, as the system can leverage existing data to determine the best agent for each message. You need to make use of the Smart Replies, Workflow, Funnel or Chatbot actions to route the chat from your CRM.&#x20;

### Can I set routing rules based on language preferences?&#x20;

Yes, Teambox allows you to set routing rules based on the language preference of the customer. This ensures that messages are directed to agents who are fluent in the customer’s preferred language, improving communication and customer satisfaction. You need to make use of the Smart Replies, Workflow, Funnel or Chatbot actions to route the chat to the right users who can handle the language.&#x20;


# Teambox

Working with Teambox User Interference

An administrator can access the **“Teambox”** from the left side menu as shown below;

<figure><img src="/files/MuEB333WINmH0ZMrvDBF" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
"A user or agent can access Teambox by logging in with the Workspace URL and valid credentials, but only if their role permissions have Teambox access enabled."
{% endhint %}

## Understand the Teambox User Interference&#x20;

![](/files/-MZK0SDkh_Ab64lm_XT-)

## Enabling Notification & Sound&#x20;

We have 3 types of notification available in the Teambox

1. [Browser Notification ](/setting-up-guide/setting-up-teambox/teambox#browser-notification)
2. [Inline Chat Notification ](/setting-up-guide/setting-up-teambox/teambox#inline-notification)
3. [Sound Notification](/setting-up-guide/setting-up-teambox/teambox#enabling-sound-notification)

### Browser Notification&#x20;

If you are accessing the Teambox for the first time in a browser then the browser will prompt to ask notifications permission, please allow the same so that even if you are in another window we able to send New Incoming Chat & Message Notifications

{% hint style="warning" %}
Please note if you are in the "Teambox" window then browser notifications will not show instead the Inline Notification will be shown.
{% endhint %}

If you have not enabled this while the browser prompt it then you can enable it anytime by clicking the browser lock icon as shown below;

![](/files/-MZK8oSC-ZxOiW97Ervv)

### Inline Notification&#x20;

Inline notification will be shown only if you are in the "Teambox" window you can see "New Incoming Chat Notification as shown below;

![](/files/-MZKDtMurEKhfltHwLY9)

&#x20;**New Message Notification can be seen as below;**

![](/files/-MZKDvvDi7bv0BCPFcuk)

### Enabling Sound Notification&#x20;

By default "Sound Notification" is disabled you can enable this from the "Settings" in the top pane as shown below;

![](/files/-MZKA-5bFoXsjZjTEJ26)

## Understanding Tabs in Teambox

Teambox is organised as tabs which helps you to organise chats in different status as below;

![](/files/-MZKDOzIm4MfHduCezPz)

#### **My Chats**

**My Chats** is a section that displays chats currently in the open stage which is assigned to you. Users can only view the chats they have accepted. A chat typically appears under the "My Chats" tab when a user, whether Admin or Agent, accepts a chat request. You can only send messages to the chats under 'My Chat'. For Agents, there is an additional way for chats to appear under "My Chats" through the **Forceful Chat Assign** feature in the **Assign Chat Action**. This feature allows Admins to directly assign a chat to an agent without providing the option to accept or reject it. As a result, the chat is automatically added under "**My Chats**" for the assigned agent. All the chat request accepted by the agents will come under admin's **My Chats** tab.

Please note that a user able to see the chats which are joined by them in this view, if want to see all the chats then please navigate to the “All Chats”

#### Solved

Solved chat means that if the you have solved the customer issue or you have completed the conversation then you can mark it as solved. You can mark a chat as solved by clicking on the "Mark as Done" tick icon button located at the top-right corner of the chat window. All chats marked as solved will then appear under the "Solved" tab. Admins have the option to grant privileges to individual users, determining whether this tab is visible to them or not. If a customer sends a new message after a chat has been marked as solved, it will first appear as a request that needs to be accepted. To send messages to previously solved chats, you must click on the "Join Chat" option found at the bottom of the solved chat session.

When a chat is marked as solved by an agent, it will appear under the Solved Chat tab for that agent and also under the Solved Chat tab for the Admin. Agents can only view chats they have personally marked as solved, whereas Admins can see all chats marked as solved by any agent. Once a chat is marked as solved, it will always be listed under Solved Chats, even if it is reopened. In such cases, the chat will simultaneously appear under both My Chats and Solved Chats.

#### Missed Chat

The **Missed Chat** tab displays chats that you have missed. A chat is considered "missed" if you do not accept a chat request within a specified time frame as mentioned in Routing Rules. These chats will be automatically categorized under the **Missed Chat** tab.

To start conversation with a missed chat, you can click on the **Join Chat** option. Once you join a missed chat, it is moved from the **Missed Chat** tab to the **My Chats** section. Admins can control whether this tab is visible to agents by adjusting their access privileges in the Roles. This allows for efficient management and ensures users can respond to missed chats as needed.

Missed chats have an additional "Clear" option when opened. Clicking this option will remove the chat from the Missed Chat tab. For agents, clicking the "Clear" button will only remove the missed chat from their own tabs. However, the Admin can view all agents' missed chats within their own Missed Chat tab. If the Admin clears a missed chat, it will be removed from all agents' Missed Chat tabs. Both the Admin and agents can view all event logs within a conversation, allowing them to see which agents have cleared missed chats.

In the case of the **Broadcaster** Routing Rule, if a chat request is missed by all agents and the admin, meaning that if no one accepted the chat request it will appear in the Missed Chats section for everyone, including the admin. However, if any agent or the admin eventually accepts the chat request, it will no longer appear in the Missed Chats section of the agents who missed it.

In the case of the **Round Robin Routing** Rule, if a chat is missed by everyone during the round-robin cycle, it will appear in the Missed Chats tab for both the admin and agents. However, if any agent or the admin accepts the chat request during the round-robin cycle, the chat will then appear in the Missed Chats tab only for those who missed it.

<figure><img src="/files/6MvOC2G2zfxxG6MuwARa" alt=""><figcaption></figcaption></figure>

#### Pinned Chats

This is where the chats which are pinned will be shown, this helps you to quickly access the pin chats. Chats of customers whom you regularly chatting or chats of high priority customers can be pinned for easy access. Chats under all tabs like My Chats, Solved and Missed Chat can be pinned. Chats under My Chats can be pinned from Actions by selecting a chat. Admin can give privilege to each user whether this tab needs to be shown or not to the users. Below picture shows how to pin a chat in **My Chats** tab.

Chats in the My Chats, Solved Chats, and Missed Chats tabs can be pinned for quick access. To pin a chat under My Chats, hover your mouse over the chat, and a checkbox will appear on the left end. Click the checkbox, and an **Actions** button will appear at the bottom of the chat tab. Click on the **Actions** button and select **Pin Chat** from the options that pop up. The chat will then be pinned and moved from My Chats to the Pinned Chats tab. For Solved and Missed Chats, you can pin a chat by clicking on the **Pin Chat** option that appears at the bottom when the chat is opened.

If an Admin pins a chat in My Chats that is also assigned to an agent, it will move to the agent's Pinned Chats tab as well. Similarly, if an agent pins a chat in My Chats that is also assigned to the Admin, the chat will also appear in the Admin's Pinned Chats tab.

**Remember, when pinning a Solved or Missed chat, it will automatically open the chat for conversation, changing its status to Open. Unpinning these chats will then move them to My Chats since they remain in the open stage.**

<figure><img src="/files/a6g4Gw5j83IJMbQDKVV6" alt=""><figcaption></figcaption></figure>

#### All Chats

Here you will able to see all chats from all the connected channels, this tab will be shown only if the user has the necessary permissions.

The **All Chats** tab displays all chats from various categories, including **Open**, **Pinned**, **Missed**, and **Solved** tabs. It consolidates all chats, providing a comprehensive view of every conversation from all connected channels. This allows for easy access and management of all ongoing, pending, and completed chats in one centralized location.

{% hint style="info" %}
**If Smart Replies is online, all new incoming chats will appear in the "All Chats" tab without showing a message request for both admin and agent in Teambox. To prevent this, either set Smart Replies to offline or configure the default fallback message action as Teambox's default routing rule from the Smart Replies settings.**
{% endhint %}

## **How to accept or reject a chat**

If you have a new chat you will get the notification to accept or decline the chat as shown in the image. Once you accept the chat you can start a conversation. Here you will able to see all chats from all the connected channels.

![](/files/-MZKMOhKCCDeUjPJnuWb)

## Conversation Window

After selecting a contact from the left side you will able to see the conversation window on the center side as shown below;&#x20;

![](/files/-MZKMSXFhoRfRHWhQtyd)

### Formatting Message&#x20;

You can format a message with Bold, Italics, Strikethrough & Emoji using the formatting tools as shown below;

![](/files/-MZKMxEyan84IfmaZ9-l)

### Attachments&#x20;

To send attachments to your contacts click on the "Attachment" icon as shown below, and from the popup select the previously saved attachments or upload a new;

![](/files/-MZKN00YMywVXkFQaloh)

### Personalising Messages with Attributes

You can personalise the outgoing messages with the attributes available against each contact like Name, Gender or whatever attributes that are created by you. Admin can give privilege to each user whether they  need to give privilege to view Attributes values or not

![](/files/-MZKOvRM4_FLv7a-RzIm)

### Whisper

This feature has multiple uses as below 👇

1. Can be used to take an internal note while chatting.
2. If multiple agents are chatting at a time which helps to co-ordinate effectively.
3. Can be used for internal training purposes.

![](/files/-MZKOAtPf7f_t9-_o8DU)

{% hint style="info" %}
Whispered messages will not visible to the end customer
{% endhint %}

### Quick Replies

Quick replies are a set of predefined messages which you can save in order to avoid typing the most frequently used replies

{% hint style="info" %}
You can even save a reply with media files i.e you can save your product images, videos or business proposal pdf documents and quickly insert them into a conversation.
{% endhint %}

![](/files/-MNASwrVs_fKN8JPqG_R)

We have a keyboard shortcut to search and insert quick reply into a conversation , just type forward slash  /  in your keyword and it will open all the quick replies now continue typing the keyword you configured for the quick reply , just tap enter to insert the reply into your message draft.

### Sending Voice Notes

You can speed up the conversation by sending Voice Notes directly to your customers or can be used internally in the Whisper to give voice instructions to your teamates

{% hint style="danger" %}
Voice note will work only with modern browsers and computer/phone should have a microphone. You also need to provide one time permission in your browser to start using your mic with Picky Assist for recording the voice notes.
{% endhint %}

#### Voice Note to Customers

![](/files/-MbgStvhcmcEOwqmdLFA)

####

#### Voice Note In Whisper&#x20;

![](/files/-MbgT68e4dhKLiUWjMVl)

### **Assign Chat**

A user can invite more users into an ongoing conversation using the Assign Chat Feature, on clicking the icon a popup will appear where you can Assign chat to multiple users, once done you can close the popup <br>

![](/files/-MZKPJKLhBK7MeJcCqdH)

You will get a notification when new users are joined in the conversation

### &#x20;Team Box Remove and User Left Chat &#x20;

This feature gives an option for users to leave a chat by them self or another member with privilege can “Remove” user from the chat.

<figure><img src="https://lh7-us.googleusercontent.com/RfC3plMFQekOQ9swA4IVFdr2ah3vGVHH0Dg9PRKUQrKLne-hbCiwEs6-eQcIWsUSSZdaJ9YQOHakmLsZTxnoCYIZgGsIaabuwzT8z4NX7PDwTt7cqiRtqBvgkGfjToh_6WCLvbIg4PlJlWE1ar3jEGQ" alt=""><figcaption></figcaption></figure>

**Role Permission**

In the role privileges you can see “**Allow Remove Users**” If this is enabled users can remove an agent from the chat. You can enable this setting by going to **more menu> organisation> roles>Allow remove Users**

<figure><img src="/files/XsaWLskdvoMlBGChiiFN" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
Please note that if an agent needs to leave a chat, another agent must be already present in the chat.
{% endhint %}

For example if  3 agents have a joined a chat then 2 agents can exit the chat by themselves or the user can remove the two agents from the chat.

## Sidebar

The sidebar allows you to view and quick update of the contact details, you can see a right sidebar for each selected contact and able to perform below quick actions;

1. Editing Name, Contact Number, Email, Changing the Timezone etc&#x20;
2. You can copy the name, email, phone on moueover of each data&#x20;
3. It's possible to send email, make call from your system default app by directly clicking the action button which will show mouseover on each Email & Phone field&#x20;
4. By default when an agent joins the teambox conversation the smart replies feature will get disabled automatically for next 15 minutes and additional 15 minutes keep adding whenever an agent sends a message to the user, it's possible to extend the pause of smart replies or can enable the smart replies anytime.
5. You can also see the Smart Replies pause till what time for that contact, add more time pause, enabling the smart replies etc
6. You can also add or remove users into Tags, Categories & Sequences.

![](/files/tlkvNLMuSNRMFSt8ckCe)

7\. Campaigns - To Add/Remove a Contact from a Chatbot

You can easily add or remove a contact from a chatbot manually. To add a contact, select the desired contact from the chat list and click the "**Add to Chatbot**" button. From the chatbot dropdown list, choose the chatbot where you want to add contact.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfs59WyvVmSi1zXTFz4AT_IEZuTEs5RaR6cCpJSWeXLh2Xn964JzSPXG-7Y1gbjGdGOmXn9c46vghpPm7Aje2N5a-7CTScjPLD30FeKicfjrWbiyVPB-MmTr4s0oUb8CJaZFhJKJwqn05Y58nkEFm3pgdUL?key=rPKDDf2Dq3cyHz2UXQAaDQ" alt=""><figcaption></figcaption></figure>

Once a contact is added to the chatbot, clicking on "**View Conversation**" will redirect to the chatbot's [conversation log](https://help.pickyassist.com/setting-up-guide/setting-up-flow-builder/flow-builder-logs-and-conversational-logs#conversational-logs).&#x20;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfKA1NKRf1s8uHOoVvYatzCWCYfc8JXzzN6mF4WnQMtzVgbRPxFKxy1Tc6LHp57fIsc1zCdYmwNBVistSAfcwWK9yWyUJDggbSu-4faKf8fSYP6-GFRJxz7neuLTuBnIl8dMsQOJc7bVBjmlh3WoIsGtaM?key=zOJNfA-ULsmcPOfZozeupg" alt=""><figcaption></figcaption></figure>

If the contact is already in a chatbot campaign,and you want to add the same contact to another chatbot, the  click on the “**Add**” button will remove it from their current chatbot and add them to the new one.&#x20;

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcpZALK72sShH6tYmF-nUU64hNToMieqpcZOcx-Jjdr-E7XN46j0WwXsIy5zvX0YsieVKmttLtAJVQsbJfwBmaAVAPVAfENNm6hoWKWp-Vt4wSlReMKpYT2zxifSrRcloVnETWFnMc776zB8h9YLDJ4XQhK?key=rPKDDf2Dq3cyHz2UXQAaDQ" alt=""><figcaption></figcaption></figure>

To remove a contact from a chatbot, click the “**Delete**” icon, which will remove the contact from that chatbot.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcbUu_c6pWG8a0N-Qp0gsPL5Kxp6rsKVkfjuvYGTOIdHiTMFqOUBwzTgzgU0EKTNTwJPpjxLBSXROwYNsAOoyJZBoowKuq8ycE-4tbNCHc2W5mX8NAMN9r_Qgh-AicddRhMN-JPr2eFpHuyXFTVEHw26I0?key=rPKDDf2Dq3cyHz2UXQAaDQ" alt=""><figcaption></figcaption></figure>

8. Opt-out list : You can manually add a contact to opt out list which restricts sending messages or emails to contacts already in those lists. [Click here to read more about opt out](https://help.pickyassist.com/setting-up-guide/opt-out-settings#fully-managed-opt-out-solution)

Click on the "**Add**" button and select the opt-out list to which you want to add the contact.

After selecting the opt-out list, check the email address, phone number, or both that you wish to add to the opt-out.

Choose the channel from the list that corresponds to where you want to apply the opt-out.

If a message is sent from that channel, and the contact is in that channel’s opt-out list, the message will not be delivered to them.

(See the below picture)

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXf62NVYYVqByrj-Dw7T2oeZ_6TcywzZsI_Aya-aX8A1aBL0HyC38fQunGzhyoIHphG1SQw2lTnjed2dtf2KqRjzLsdM7RGJlNYjHlNX8be2OaMIv70KqLj1i3v43kiOK24cKzPmYcQLwJUkpo4Kzw8qJGbQ?key=rPKDDf2Dq3cyHz2UXQAaDQ" alt=""><figcaption></figcaption></figure>

When you want to remove the contact from an opt-out list click on the “**Delete**” icon.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXf10WNygYb0s8rdB98HTIOkCwShTju1g1ZdoP2GB7iGClhHtV9yX5jV2nADimLMt61uM3TyTY8C4EyYADaVKszTC8A85zWSRO30Fi3GnsIzS7Yl53D_sbwAZl2Hr5ofIDcxXn3NZMYtRbSFS30nNNT4DdGi?key=rPKDDf2Dq3cyHz2UXQAaDQ" alt=""><figcaption></figcaption></figure>

9. Blacklist: You can add/remove contact to blacklist manually.Click here to read more about blacklist. By clicking on “Add to blacklist” you can add that contact to blacklist.<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXePlj1Sem9R44YpVvmzsa_CaftLagXiSbi9zSrOGtFCSFLUwtaxRUdXdpz_VKR_CdDxS8EewIp6BsoS9d1wTAdcAQD47n2kGUY4p0vAaR111Kd0qg2RmSBFnfVbnjCYDiIBYw_HWpG2PV7z6iHaGSQWJinD?key=vC4KDg9UsT59tbEd8SeYdA" alt=""><figcaption></figcaption></figure>

You can remove the contact from blacklist by clicking the **Delete** button.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcRCRZybnbOmv9CYz7RAiXJv96smwDaCx37k8f-ez55OVaEF81LsV_35HSYRxi3rfjVsjV0EVFm1U-LEV6dy35V1sCZZ3sQ3KuE-qfJ_GMbozFoCvQyrMj2GO86xhD9vyx997tErlhIi4xfRYj9fL4EArOU?key=vC4KDg9UsT59tbEd8SeYdA" alt=""><figcaption></figcaption></figure>


# Inbox View

## Introduction

Teambox Inbox View is the latest feature which is added to the Teambox.  Inbox View is a powerful feature designed to streamline your chat experience by allowing you to filter and view your chats based on various criteria. With this feature, you can quickly access the conversations that matter most to you without looking through all your messages.

In today's fast-paced communication landscape, staying organized and responsive is crucial. Teambox is committed to improving your chat experience, and our new feature, Teambox Inbox View, is designed to help you manage your messages more efficiently.

Teambox Inbox View transforms the way you interact with your messages by offering a customizable and streamlined approach to viewing your chats. Whether you're juggling multiple projects, managing team communications, or simply trying to keep track of important conversations, Inbox View provides the tools you need to stay on top of your communication game.

### Key Benefits&#x20;

* **Filter Criteria**: Apply different customizable filters to view specific chats.
* **Customizable View**: Save your filter criterias for easy future uses and get customizable view in one click
* **Enhanced Productivity**: Spend less time searching for messages and more time focusing on what matters.
* **Improved Response Time**: Quickly locate and respond to critical messages without delay.
* **Better Organization**: Keep your inbox clutter-free by filtering out unnecessary messages and highlighting important ones.

For example you want to see the chats which has been started on a particular day, by using the custom inbox filter you can filter out all the chats which have been started on that particular date. So that you can easily do further actions with those chats. Like this there is a wide range of filter customizations can be achieved with the Teambox inbox view.

### Getting Started

To access the inbox view you should open the Teambox and then click the menu button on the top left side of the Teambox window.

<figure><img src="https://lh7-us.googleusercontent.com/docsz/AD_4nXdYkTN1lYXFXrZpNswWvF7TUArCcShNDtX3GiSNskVjy1T2R0QBVUk91J5HikZMc3n8MsqA8TRzSx7xrTYNsmaD5lhCsmFkeUNnYw2tgzyKUTmbbKetnGiLbFlsO6u5Z-Va0H6H_LBCL9yg_E_ZGJFEv31j?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Clicking on the button (see the above picture) opens a Side Menu. It includes the tab of different chats like My Chats, Solved Chats, Pinned Chats, Missed Chats and All Chats along with the total count of the chats in each one. Clicking on each will navigate to the respective chats in the Teambox.

### Custom Inboxes

You can create the filter conditions in the Custom Inbox and all the custom inboxes created will list under this. For creating a Custom Inbox click on the Add button next to the Custom Inbox as shown in the image below

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfTAqG8nuavhcrwI-HWTkOtEs0thhFGCPizKy9Fa28Js5G2H9a_Dhx5z1_n_KDUDeLcFSAfcBUJHFq2XzESkil3QXE1gnivevZl53pPKzcYWQ9Y-53VCDG56cx8h_Au7S9gsNDgLPtdr4Rwno8WQ6yxBGDs?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Clicking the Add button will open a popup window Add Custom Inbox window where we can set the custom filter views.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeOJhoNU6_gKX2n9egZmdOFb2Yjn6Fcgav5vFv3CboER7RuMfqhBfVpevD0dv_wPkKQ083UrwLp22yvPxfntIGJmgiTOBtcIl2zZCHCdzg1qT-NSdcOarbNbK9atL9ZDhxB8667N6mqwUQOOIQN95kwWT0E?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

In the window there are fields for adding **Name,** **Description**, **Conversation status**, **Conditions** and a  checkbox **Share With Others**. Name, Conversation Status and Conditions fields are mandatory fields.

**Name:** The name which you adding here will show as the name of the creating inbox view

**Description:** In this field you can gave any descriptions for you custom inbox

### Conversation Status

Here there are five options: All, Open, Closed, Missed and Pin. Each option denotes the chat tabs on the Teambox. So you can filter out the chats under the selected chat tabs respectively. Note that you can select the filter conditions only after selecting any of the conversation status.

1. **Open:** The chat that is currently open will be shown under this status.
2. **Closed:** The chats that are in closed stage will shown under this status.
3. **Pinned:** The chats which have been pinned will shown under this status.&#x20;
4. **Missed:** Chat requests which are not attended will shown under this status
5. **All:** Every chats which is Open, Closed, Pinned and Missed will shown under this status.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcb5jC8PH1zc7c0u2NWjDLwlT9HCn40Th5ZlQfqAFHHLzy6EJouzm4p9YVihOOe7iSqWMFUJHKEhi87uxxeuIT7vCHnxHS0lbvdIimllhrMrRTmqQrfWnS84Y7jcGgIHhmGvWptfQrBwNL_aIxvx4A8WiM4?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

For example, if you are creating a custom view by selecting **Open** which denotes **My Chats** in the conversation status then selecting the filter view only shows the chats which come under My Chats in Teambox.

### Conditions

Here you can apply different filter conditions by clicking on **+Add Conditions** button. Clicking it will open a new window **Segment Subscribers**. Here you can see different types of filters and users can select the desired filters from the window as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdEkh11M0wGULhJSZgJ1wSxj8hyJyKQYrP-4Z3qoLGSzadLlfYpklFfK3OhHIKvcBVB44UjjttsuxLiwaMOTGvYe5iKqmqDyLPF7f8f6U9d-HgLJyeh8UVeRariW5gKXcflNY1nCDkCN2LXuDR5lEJoksbT?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

In this window, you'll see many filter criteria listed on the left side. Clicking on each will display a list of filters. You can select, combine, and customize the desired filters, which can then be applied and saved in the Inbox view.

For example you want to see the chats which started last month. For this you have to select the **Chat Start Date** option from the list, then select '**Is'** and select the Last Month option from the dropdown and click Add button.

Clicking the Add button after selecting the filter, you can see the count of chats that started at the selected time next to the Segment Subscriber header, as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd_EfJ3CAc5jLkGWUN_LGSNDeH1Q0EM9ebPIcmPscpknUgzzAEa-6wDYA0InFldLfxUYDuVwjlSaUjzDxxxqqg6ysepIhJUA4rj_vPJgMLL2__OsAWGqXNYU1GBQmbkA5ey_XFoOyamB48vg6CCDuSuPi9C?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

In this section, users can combine multiple filters. The applied filters are displayed on the window with a close icon to remove each one and a 'Clear All' button to clear all selected filters at once.

After Adding the filter click on the **Filter** button at the right bottom of the window it will go back to the previous Custom Inbox popup window and the saved filter shows below the **‘Conditions’** just near to the Add Conditions as shown in the image below

After adding the filter, click the **Filter** button at the bottom right of the window. It will navigate to the previous Custom Inbox popup, and the saved filter will appear below 'Conditions,' as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfbsfmkhZtbeqcgIRKgwwqd1nFcHybh6di3BBllEpgwznluUhQOTjnLpTzkbIB8KZGJBk3lLO4CVbUxsECtKyeXO9MPm6Jq46okiXrawHOhJMLfbfMXts5b1ocJhFnInq6f8WpjjsiHCr-BWevlHP6-ahIp?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

**Share with others:** On checking this option the filter views will get visible to all agents under the organization.

So after selecting filters click on the Create Inbox button and the selected filters will get saved and listed under the custom inbox section like this<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdUKj9DpjM8nJJBaJqfXAUWTH89W9vnYsXa1ojFrVZrGk5X9rA5WnolXa-GsTD9tQf07EjGVAsBt3ohFQzcO7Qx_YwdMY8NrKfMTVG6BaBZC3mIWIfJJH4c2papRVqFVdERuzuNDZYChiUkEYYx6KUP6eI?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

After reloading the page, the created view will appear at the bottom of the list. To prioritize and move it to the top, click the star icon next to the view name and reload the page again.

So after creating the view click on it then it will shows the chats based on the filters you have applied in the Teambox as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXf-m-ora7qM4U-BQS7rsZFMHGYQ7m9rlmBMqdBiEqRKvN7amuuI5Ty9eadN0tnaOwsu1UDtjKjofKvKnI63GYTuoHFMQym74qdeqGwTk170FQRh1smWW24fkqaLc4UhyU52luBJ84vlvAKFs8rNGZFzn523?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here, the chat count shown while segmenting customers and the chats after applying the filter will be the same. You can clear the filter view by clicking the close icon next to the inbox view name, as shown in the image, or by selecting any of the chat tabs next to it, or by clicking the **Clear** button next to Custom Inbox. This allows for easy filtering of chats using the filter conditions.

For example you have an organization and you want to see the chats which have been opened, closed and missed within a particular past date from the customers and leads. Conventionally it took a lot of time if he scroll through all the chats on that date and there is a chance to miss some chats. Here is how the Inbox view helps you to make it easier, you can use the **Chat date start between** filter and select the start and end dates you want with the conversation status as **Open** for finding the chats which have started on that particular days and **Chat missed date** between filter in the Missed conversation status for viewing the missed chats on the dates and use **Chat Closed** Date filter in the **Closed** conversation status. By using the 3 views you can find out the respective opened, missed and closed chats on that particular date easily. Also you can find out which agents have attended or closed the chats on that date with the **Chat Attended by** filter.

### Edit, Duplicate & Delete

Each inbox view has three options: Edit, Duplicate, and Delete. Hovering the mouse over an inbox view reveals three dots. Clicking on them displays these options, as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfouhyhDQplCQxOAil3rZPrspszb0ODwilfn0V3OBQuAaeU0ZYqHAhn6LK4bwrKL9sT9PFD-0A7JhVlxuwG6Ne4vTd8FRjs04WOn3yMyKXCzTTIGJxwEFiHXNf1QXdeaPkfozPIEeJuWEozGT9XKvydirgT?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

**Edit:** On clicking edit new window will popup with title Edit Custom Inbox, here you can edit the Name, Description Conversation status, and Filter Conditions and then click on Update Inbox.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcJe_oKHIszXUFF4jC4cHyccRWd8_dgNPva8UcU5u4qjdmdSOnlbERaiqzDuF3F8wFQbGJ-O4XuxD57LKqfLAUkbENVV4b0aInV2qi6KN4pIP-dzbmRGJgZ8xPwnLlm4iD9NG0zRSjX854D1FyIm1Pt6hs?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Note:** When changing the conversation status, please remove the filter conditions from the popup window and then add the filter again by clicking the Add Condition button.
{% endhint %}

**Duplicate:** You can duplicate the view by selecting this option. Clicking it will open a popup with settings identical to the parent view. Afterward, click on 'Create Inbox.' Here, you can edit the view parameters such as name, conversation status, and conditions, or keep them the same as the parent view.

**Delete:** You can delete a view by clicking on the Delete option.

<br>

\ <br>


# Organization Hierarchy

Clear Structure of an Organization

## Introduction

The Organization Hierarchy is a new feature in our product designed to rank individuals or groups within an organization based on their privileges and  Organization Hierarchy structure. This feature enables clear visualization of the organizational structure, facilitating improved communication, streamlined decision-making, and enhanced understanding of roles and responsibilities.

Hierarchy within an organization assists agents by providing a clear structure based on their roles and permissions. This helps the agents to easily understand the organizational management, their reporting structure, and who has access to their information.

The primary purpose of the hierarchy is organization management, encompassing task allocation, team member management, reporting relationships assignment, work access, and employee task tracking. With the Hierarchy filter in Teambox and CRM, we can easily filter conversations attended by agents and track CRM leads handled by agents.

## Features

* **Visual Structure:** Easily view and understand the organizational structure
* **Role Definition:** Clearly define roles and responsibilities
* **Access Control:** Manage permissions based on hierarchy levels.

For example, consider a software product development company with a hierarchical structure: the CEO at the top, followed by project managers, different teams with team leads and members. Each team member reports to their respective team lead, each team lead reports to their manager, and managers report to the CEO.

In this structure, individuals have specific access privileges:

* Team leads have access to their team members' work.
* Managers have access to their team leads and the entire team's work, enabling them to track progress.
* However, a team lead from one team does not have access to other team members' work unless access is granted.

This hierarchical access ensures controlled visibility and management of tasks and projects within the organization.

Understanding and managing connections within the team hierarchy becomes essential. The hierarchy provides a graphical representation of individuals at various roles within an organization. It clearly depicts reporting relationships within teams and facilitates easy comprehension of access permissions over other team members through the hierarchy diagram.

## Getting Started

To view Hierarchy click on Organization then select the tab Hierarchy. This picture shows a sample view of Hierarchy.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd0H63Mp0JFHRxoaC8U5XU25MAD6A19uwD7mf97ZWVsdhJOgX4e07EO8XYUSu28Vks7rIoiPS7tEp5W_4TfUUYYRzcrajzMRd4esVMvXGH0wAg7LamlUd2pn6--jUeg3cIeFe4KcoX7n4-m3wZo1GZsxoQ?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Each user’s name is displayed with their role (see the picture below), represented as a block connected by branches. These branches indicate the relationships between users. The person at the top is the Admin, who has access to everyone in the organization. Similarly, each user has access to those in the branches under them. Access flows from top to bottom, meaning a user at the top can access users below them in the same branch, but not the other way around. The hierarchy is arranged by selecting the reporting person for each user.

Suppose If User 1 is selected as the reporting person for User 2 in the organization settings, then User 1 will appear above User 2 in the hierarchy. User 1 will have access to User 2, but not the other way around.

Here, you can navigate the hierarchy by zooming in and out using the mouse scroll and moving the hierarchy in all directions by clicking and dragging anywhere on the layout. Clicking the '**Reset Zoom**' (see the above picture) button will return the view to its default position.

You can also view each user's details by clicking on the Info icon over each agent block in the hierarchy as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdDk_NAFDGCvk3qwXP2oxwvaz2doZWdYhoIvlxsRIKhwFCTXj9ZZqg1Vr2ysHUHuxV6N9iOGgBVepTRDwmeu4VmB-MnpKznuyfqXaDt1SpQFFTuLX3NSHfK72woEsT2nPeMAC_xXQBPWiSf9RH_EpJ3Ouk?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

## How to create a Hierarchy

Hierarchy can be built by choosing the reporting persons from the user settings. It can be selected while creating a user or while editing the user details as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfTF0U7A35W4GsohV1cJJkqFPSAxe_dqQw5OSUjIQLn74awjXVeoSH4d26j8nshzQX8WWzg3NQZjSZf0uPdPcrhjp5oRN6WEF3yeeQNdZYIkRKoLPQHvv_oWp1nLmG7CaxcNS08UGpymX6pUho42RFd7xY?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

**Reporting Person**

While creating a user we can allocate him to a Reporting person. In hierarchy this reporting person will come above this created user and whoever the user has the same reporting person all that user will come under him. Reporting person can be changed at any time by editing the user details. The reporting person has access over the data of the user.

Here as shown in the above image suppose we give Ancy as the reporting person for john and also John as the reporting person for Katy and Jerry. In hierarchy it will look like in the below image.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdHoj_tWNODciLTWZHeZAtdbpMcIWkUwYEvM6_-cP0XWJraeQ7A-26bZzFFYTUp2V8l5sVKLBpql67U2eV9w1tFBIhTXp5nVuiQ7dZWPSekwaIEbTpebtX7y2bjWJLtdNNFprCuRuRbvVJx8wVvb1kKcxk?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here Katy and Jerry come under John and John come under Ancy. Now Ancy has access to John, Katy and Jerry, and John has access to Katy and Jerry only. But Katy and Jerry have no access over each other or to John.

This is how we can construct a hierarchy, by viewing this agents can easily understand their roles and permissions and whoever has the access over them.

### Organization Permissions

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXehHal6x6ZnU7MwNgxj_P6iTT4Md0C0Nwqlv9QRcrEuUgrDyHS4-jV3xmUONHv4OY93f9p4B_LfxZIdqTZfOPZmXekmSEv9y6DrrQyN1VpEvkyME13wQNxmLJgMrYXb88j1t9wOtsLqpT7Mw16lyijoj0A?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

In role permissions their is newly added update for organization permission that are **View and Manage User** and **Create New User**

#### 1. View and Manage User

The agent with this role can view the organization module and hierarchy and he can mage the users comes under his Heirarchy.

#### 2. Create New User

On enabling this field agent gets the access to create new users in the organization. While enabling this option a popup field Select Creatable Roles will popup. In this field we have to add those roles of the users which this agent under this role can create.

### CRM Hierarchy Permission

Along with the existing CRM permissions two new permission options based on Hierarchy are added

#### Hierarchy Read

By giving this permission the agent can view the records of the sub users who are under him in the hierarchy in that module, but unable to edit or update.

#### Hierarchy Write

By enabling this permission the agent under this role can edit the records owned by the sub users who are under him in the hierarchy.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfHanguX-UNwcdDdhttazwLSl9r2J4peRZfaGAu5sAL4iOWpuETR6eq0IEu5VbOhcN6nx2sz26ZyZEHt787SrleZKE4XOxBfe62zTdE2NrmsnnKfqcf_OY06JrDLxAXFegjybrdkI12LXg1dtmEkoXjfbo?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Note that when you enable the hierarchy permissions from the CRM, then the Public Read/Right permissions will get removed. At a time only one of the permissions will work that is either Public read/write or Hierarchy read/write.

## One to One Access

This is a hierarchy customization option in the organization. Normally an user has permission to view the agents who come under him in the Hierarchy branch. One to one access is used for giving additional access to view the details of an users who is under another branch or to access the user who is in the same level in the same branch in the hierarchy.

It can be added from the One to One Access tab in the Organization page or by adding along with creating or updating a User.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdNKW5ebLKMV79xI_hB4-IbNkwRMcRIyOI6aVloFeN3O1EelLpLGV09JiD_xxNUoL_C6O7_0EgHghxUnz8VL3ZjXBaISfFGi8vMAmVrODMtMlH-khURNpYGyRdmhn1xlVkrWV5uuMWxrKFU5JQ0Q5wN0rQ?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

To add one to one access click on the Add One to One Access button as shown in the image above. Clicking it will popups a field to select the users to whom the one to one access should give as shown in the image below

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfun94YQGhuC9B-4KqE1cLoUmiJ8EjvdDsXHRQgoBaumpkdY18IKbMf1Nd4qDegYjyI9XNM8pesn294cFQkqRUUdpwPa07v9lYaTGIZ1fKKHQ--twR3mpKTOEu4xrUA8qQiGtO9-fubc5FYUUJ15X_ER3r3?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here in the user field you have to select the User who need the access and in One to One field you have to select the person whose access you want to give to the one in the User field. Enabling the checkbox Access to sub users of selected user allows the user to access not only the other user but also all the other users under him.

**Note that the CRM records and contacts can be accessed through One to one access only if the CRM Hierarchy permissions for the Roles are enabled**.

For example, the Service Manager Tom wants to access John who is the Team lead of the product development team as represented in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd4HVroywjZ2QtQibEmTeJ6YHkOSov8OtuO6JElvSpf99Pf5sJgZVkrp4TT5ScOG8dRRL_tGqYtVbIxK-4-mDG42kTktMrTPRcnHHoOV1tWkK_GsxQcx8dIey4urmgjqNWliZZOt_Y0X7TRzVsF1djyVUCT?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

For this while creating one to one access Tom’s Name should be selected in the User field and John’s name should be selected in the One to One field and click on Add button. Now Tom can access the data of John like his CRM record, contacts etc. That is Tom can view Jon's records in his login platform and if you are checking the Access to sub user field, it will allow Tom also to access both Katy and Jerry who come under John.

This is how the One to One access works. Like this we can Give access to the users even if they are not connected or neither are the sub users.

## Hierarchy Filters

Hierarchy filters are the filters which can be applied based on the Organization Hierarchy. Here filters are applied based on the record owners. Also it allows to filter out the contacts or records which are owned by the users on the basis of their hierarchy.

Hierarchy filters are available in bot CRM, Teambox and Broadcaster.

### CRM Hierarchy Filter

By using this filter option we can easily filter out the records in a CRM module based on the users in hierarchy who are the owner of the records. In CRM modules the hierarchy filters are shown in the top of the CRM records as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXewhOXeuPOnrx0SMMhjh2ZuuEwLPZBMyB5AtpvJaNeHEToTnbRmY3TY83Vnidr008h5cTGABuRYAocSewag6tqYECHpPx7_UiJwZmL-HAi9IdIxM3-Pn3sSXHKF0_NJMNNNXgZDZ41YIimRk40D6oJrqsv1?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Clicking in it open a popup window with hierarchy view as shown in the image below

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXckXg98jn-LMwWgS5mq-c7VOZgMYRUL2bFv3aRQ_6Cn8Zc_zgSJhTkFm7LDrucjBukR1mxyiBB-TpsUipja8X-F3hZfQNgZq3JMkMK0WAqohcTml6hVkDhgsRJYfGmjnSlrGJ4o3JEPiPKWxgzqbkvmWbO-?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here we can apply the filter by selecting the user and clicking on the Apply Filter button. On applying the filter the records with the owner as the selected users from the hierarchy will shown. At a time we can select multiple users from the hierarchy. Clicking on the **Clear Selection** button clears all filters.

Also there is another option in the Hierarchy Filter that we can choose the User and all his Sub user on one clicking **Select all Hierarchy** user Icon as shown in the image below.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdnu51Wd6lbLkLT5BoullOboYPj1gtMbmav_HkoK1dHqqqCFcltZ4BgWRFom_boMUd_RoFgJvvUx9GMpVx65paKMggZtfRfNHORu0uKcvIJsggqa5vPceeULmGQutGG49I1TLFhResSW3CupGz2EN3IOHml?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

By clicking on this all the sub users under that users will get selected at one click. On applying the filter we can see the records with the owner as the selected users as shown in the above image

For example if want to filter out all contacts owned by Tom and his sub users we can click the 'select all Hierarchy users' option on the Tom in the Hierarchy block, here all the sub users come under the tom will get selected and on applying filter all the records owned by Tom and his sub users can be filtered.

### Teambox Hierarchy Filter

In Teambox, Hierarchy filters work based on users participating in the conversation. When you apply a filter by selecting one or more users in the hierarchy, the chats involving those users will be displayed as the filter result in the Teambox. The filter UI in Teambox is same as the one in CRM Hierarchy filter.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXe1GDkbzNLjHac_mqcWo1NgC-H6yhwttxwqcZum09Lvlu8UXAU4gXzNn9ON-2TpykN8ur9cxReJOTw6VdMwExduWWwJsrJErUaPwdW1tF9eRHHECw4-kBLPKe9SOFCCqfdA_DTt0ZM1w1nZi7z8Xy5Rw6bN?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

Here for example the filter is applied with the user as Ancy. Then all the chats which Ancy joined in the conversation will list on the Teambox. So with the Hierarchy filter in Teambox we can easily filter out the chats with which the selected user is assigned.

### Hierarchy filter in broadcaster

In Broadcaster, when segmenting contacts based on their owner, there's an option to 'Get records from Hierarchy users.' By selecting this, you can filter out all contact records owned by the chosen user and the sub-users under their Hierarchy.

For example if we want to create a campaign for sending a message to the contacts owned by Ancy and to the contacts of all the sub users who come under her in the Hierarchy. Manually it is difficult to segment the contact owners individually. Here we can use the ‘Get Records From Hierarchy’ checkbox. On enabling this checkbox, all the contact numbers owned by Ancy and her sub users in the Hierarchy will get filtered out easily.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfqGkqKpo-OdDE263MxppFB1UYOTE62KVRpPh4QViRaAKcTLkTAUW39qDH-fLzn4EySAsMAFcqObSGmUG4X4-CsX8AS1lxlrCo04QUSb0nQXioE9JgfuTcN3F4Z2IGvgmtuNn2XHKkL_fhhz-fvyJMY9oTB?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

## Hierarchy In Agent Login

In the agent login, the Hierarchy appears differently from the admin view. It only shows the Hierarchy section for that agent and the users under them. But in the agent Hierarchy view One to One access branch can be seen. A sample view of agent hierarchy view is shown in the image below

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdYXV5u5aoU2BT5POMYsOkeyhLyirpeazFcjbXMdvU0jEq8nVdiIaRESoqf314Gxf3S-v5lv-a5AikiwG8ocoysrc3qyMe52nWKfziGAortcfjSonsH3iIupJkRWkcxhyyjUBogGpPoyptqz20iOU0-LZUD?key=PTOttN7Ze9WKal0d4sTgJw" alt=""><figcaption></figcaption></figure>

The Hierarchy in agent login can be only viewed if we enable the Organization permissions in the role permissions. From agent login we can create one to one access and can create users with the roles added in the Organization permission.


# Analytics

Measure what happening with your Team & Customers

Teambox analytics helps to track and measure your team performance with the following type of reports which can be filtered by date, department, channel, agents&#x20;

### Understanding Teambox Analytics&#x20;

![](/files/EdUKj3y6gOzzpCM4bsgB)

### Views

By default all reports are generated in table view however most of the reports are available to see in Piechart & BarChart you can switch the view from the icons shown in the right side of each section as shown below;

![](/files/RebAT49jBGMW7VzUsSQg)

## Real Time Menu&#x20;

The Real-Time Analytics menu shows a live view of ongoing chat activity and agent availability.&#x20;

**Live chat status card-**&#x20;

* These 4 cards display real-time totals, which are always up-to-date and not affected by filters i.e date, agent, or channel filters applied.

Agents Online : Number of agents currently active and available.

Active Chats : Total number of ongoing chats across all agents (includes My Chats and Pinned Chats).

Solved Chats : Total number of chats that have been "marked as Done” by agents up to the current moment.

Missed Chats : Number of chats that were not picked up by any agent till now.&#x20;

**Latest chat summary details**

This section displays the most recent chat data under each chat status  in both table and chart formats.

* Table gives the **latest 10 chats** for each status: Active, Solved, and Missed.
* The entries shown are based on the selected filters such as date, agent, or channel.
* Unlike the table, the charts provide a full count based on the selected filters.For example, While the table may show 10 solved chats, the chart could show the total count of  solved chats during the selected filters.

**Active Chat** &#x20;

The table includes Customer Name, Agent, Last Message Time, Start Time, Channel, and Interactions.\
**Interactions** refer to the total number of messages exchanged after the chat is accepted by an agent, calculated as the sum of sent and received messages.

**Solved Chat** &#x20;

Displays chats that have been marked as Done by agents.\
The table includes Customer Name, Closed By Agent Name, Closed Time, Last Message, and Channel.\
**Closed Time** indicates how long ago the chat was marked as done.

**Missed Chat**

Displays the latest chats that were not picked up by any agent.\
The table includes customer Name, Requested Time, Last Message, and Chat Source.\
**Chat Source** explains how the chat  was missed :-

* **Direct** – A new incoming message that was not handled by any automation.
* **Chatbot / Smart Reply / Connector** – A chat that was missed after being initially handled by automated systems such as Chatbot, Smart Reply, or Connector (e.g., via assign chat actions).

**First Response Time**

Time taken by an agent to send the first message after accepting a new chat.

* **Average:** Average time agents take to respond to accepted chats.
* **Longest:** The slowest response time recorded.
* **Lowest:** The quickest response time recorded.

**Chat Duration**

The total time taken from when an agent accepts a chat to when it is marked as Done.

* **Average Duration:** The average time taken to close all chats within the selected date range.
* **Longest Duration:** The maximum time recorded for a closed chat.
* **Shortest Duration:** The minimum time recorded for a closed chat.
* **Total Duration:** The combined duration of all chats marked as Done during the selected period.

![](/files/7pH9JZgoxOs3A48jw7Jp)

## Chats

Chats shows you that how many chats are served, open, solved, open and missed during the selected period , by default system shows last 7 days data of all your agents however you can filter to get historical data

![](/files/lec29Yn6bhGpovtb8XWe)

## Agent Wise

This is the data shown against agent wise which helps you to track the productivity  of each agents in your organisation&#x20;

![](/files/7CmiB6S3vRbFd8IWVZn8)

**Quick Glance :** You will be shown a quick glance as shown above and can scroll further to see detailed report of each agent as show below;&#x20;

![](/files/Ul4IvjCaNWmrDr6p6AD6)

**First Response Time**&#x20;

First response time helps you to track how attentive each agents are, this is tracked based on the time difference  between the chat request time and chat accepted time by an agent, if the chat requested time by the customer is at 7 PM and agent attended it by 7.01 pm then the first response time will be 1 minute for that specific chat.&#x20;

Average, Longest & Lowest will be shown for easy comparison&#x20;

{% hint style="info" %}
Kindly note if you are assigning chat through Connector or Smart Replies then the first response time will be Zero always i.e agents don't need to accept the chat as it is getting assigned to them
{% endhint %}

**Chat Duration**&#x20;

Chat duration is tracked based on the time difference between the chat open and chat closed i.e if a chat is opened on Oct 25th 12.38 PM and Closed on 27th 12: 38 PM then the chat duration would be 2 Days&#x20;

Average, Longest & Lowest will be shown for easy comparison&#x20;

{% hint style="info" %}
Kindly note this is not the exact duration of the actual time spend by the agent instead it shows only how long a chat takes to mark as solved.
{% endhint %}

## Channel Wise

This helps you to understand how many chats are receiving in each Channels, currently only WhatsApp Official, WhatsApp Web Automation & Facebook Messenger are tracked&#x20;

![](/files/mLZH6vNiFgy6vA9uSAmW)

## Country Wise

Country wise chats is generated based on the mobile number country code which helps to identify the country of the customer's which chats with your agents&#x20;

#### Map View

![](/files/QE0E5DHxsNEGF1KxLOfI)

#### Table View

Can switch the view from table view to pie chart and graph chat as required by you by selecting the icons as shown below;

![](/files/KTS91RYdfUpF811kfOUe)

{% hint style="info" %}
Kindly note this information is purely shows based on the mobile number country code hence works accurately only for WhatsApp Channels, Chat's which are generated through Facebook Messenger report may not correct and will be flagged under "Unknown"&#x20;
{% endhint %}

## Important Notes on Stat Calculations

1. When a chat is attended by Agent A & later Agent B is invited to the same chat conversation and then the conversation is closed by Agent B then both open and close chat will be counted against the Agent A i.e who attended the Chat first&#x20;
2. Served status is updated based on the number of chat attended by each agent, there will be a situation where one chat can be attended by 2 agents but the served status will be updated only once against the agent who attended the chat first
3. Open status showing against each agent for the date is based on how many chats are opened for the specific agent for the specific day i.e chats that are opened but not closed in the same day. **Chats that are opened and closed in the same day will not be shown under Open Chats.**
4. Missed Chat count may show against multiple agents if a particular chat is missed by multiple agents for an example the Customer A is supposed to attended by Agent A, Agent B, Agent C all are online but none of the them attended the chat then Missed Call count will be shown against all Agents in the specific chat allocation. **If all agents are offline then Missed Chats will be shown only to the Admin -> Teambox -> Missed Chat (Tab)**&#x20;
5. Agent First time response is calculated based on the time difference between the chat initiated by the customer and attended by the Agent, if the chat is initiated by the customer at 12.45 pm and an agent attended the chat by 12.47 pm then first response time for the specific chat will be 2 minutes.
6. Agent Chat duration is calculated based on the total time duration in which a conversation remains in an open state i.e time difference of the Conversation Open Time & Conversation Close Time is considered for finding the chat duration, Please note this can't be considered as agent productivity time.
7. Country-wise stats are shown based on the country code of the mobile number so if the system is not able to identify the country code or the channel is not WhatsApp then stats will be shown as an "Unknown" flag


# Setting Up Smart Replies

Setting Up Smart Replies or Answer Bots


# Introduction

All About Smart Replies

## What is Smart Replies ?

A Virtual Agent works 24 x 7  for your business powered with Artificial Intelligence (AI) & Machine Learning (ML) , Lets your customer gets answers vIa WhatsApp / SMS using Picky Assist Smart Replies without any LIVE agent or employees at backend. With the help of smart replies you can keep your business open 24 x 7 without any employees.&#x20;

{% hint style="info" %}
In the below image you can see the bot answering automatically for the user questions, in the smart replies all the questions and its variations along with correct answers are added&#x20;
{% endhint %}

{% embed url="<https://youtu.be/DT2aEvPacqU>" %}

## How it Works?

Add relevant keywords , questions , dialogues and its answers into smart replies. Based on your customer enquiry it will give automatic replies  through Whatsapp / SMS / Web&#x20;

{% hint style="info" %}
We make use of Artificial Intelligence (AI) & Natural Language Processing (NLP) to give best matching replies to your users.
{% endhint %}

## Where to Use ?

It can be effectively used for answering the most frequently asked questions related to your business like , list of your services/products/menu , pricing & plans, payment options, working hours , your shop location , features about a particular product , sending images & videos of an item requested by customer etc.

![](/files/-LlOLmKGLhftGFSWyO4U)

You can attach media files also in the smart replies, for example if you are a car dealer and customer need picture of a specific car model through whatsapp then you can set the car model name as question and in the answer upload the car image with description. When the customer sends the car model name through whatsapp smart replies sends the image and its description as reply to the customer.

{% hint style="success" %}
You can find complete features and use case <https://pickyassist.com/whatsapp-smart-messaging>
{% endhint %}

## For Developers

If you are a developer then you can combine smart replies with webhook and able to dynamically give answers from any 3rd party API , customer queries like&#x20;

“whats the current weather”,\
“whats the cricket score” ,\
“current account balance”\
&#x20;“last 5 transactions” etc \
\
You can setup webhook as an action against each questions which is very easy to manage through a very simple graphical user interference.&#x20;

{% hint style="danger" %}
Smart Reply is not a Conversational Chatbot which works based on the defined flow , like asking Name, then email, then phone number, interested product etc.&#x20;

Smart Reply is an answer bot which can give answers to your customer queries based on the training phrases. **It's not suitable to handle a conversation based on goals or flows**
{% endhint %}


# Train Module


# Training Bot Introduction

Learn How to Train Bot

Using the train module you can train the virtual agent by adding more questions, dialogue, keywords, phrases and their best answer, you can also upload FAQ from an excel /csv sheet, Setup Smart Actions, Small Talks, Reply with Media Files etc&#x20;

## Creating an efficient answer bot with Smart Replies

Smart Replies can answer 50% of your customer general queries if you have trained it well as per your business requirements.

## Understand Questions

Understand your customers questions from previous conversations , you can refer to your email , WhatsApp, SMS and even call centre to analyse the most asked questions by your customers.

You have the option to enter Question Variations i.e one question can be asked in many ways.

## Segregate Topics / Categories&#x20;

Segregate the questions into various topics / categories, topics may differ from business to business some of the common topics are as below;

Pricing \
Billing \
Payments \
Delivery \
Offers \
Product 1\
Produce 2\
Contact\
About\
Small Talks


# Topics / Categories

Segregate the questions into various topics / categories, topics may differ from business to business some of the common topics are as below;

Pricing \
Billing \
Payments \
Delivery \
Offers \
Product 1\
Produce 2\
Contact\
About\
Small Talks

## Creating New Categories

Give a relevant name to category and click on **"Add"** you can see a new category will added and displayed below ;

![Creating Category in Smart Replies](/files/-LlQI7Yplw4Fe5AvKf5a)

{% hint style="success" %}
**Next we will discuss more about**[ **Intent & Contex**](/setting-up-guide/smart-replies/train-module/intent-and-context)**t and how an intent can be mapped against each category**&#x20;
{% endhint %}


# Intent & Context

Intent is one the core module of Smart Replies which helps the NLP & AI engine to take more accurate decisions on which answer is the best match for the user inputs.

Intent understand the intention of your users or topics which they are asking , lets understand with an example&#x20;

> I am looking to buy **`iphone 10`** \
> Whats new features of **`iphone 10`**

**Here in both questions the intents is**  **`iphone 10`**&#x20;

So against "iphone 10" category add **`iphone 10`** as an intent so that the bot understands when a user input matches "iphone 10" it look up first in the **"iphone 10"** category for the most relevant answers and if not found it will start looking up other categories, if not found any relevant answers it will give default reply.

## Adding Intents

You can add intents against each category as shown below;

![](/files/-LlQPjNKdmCiSiajlgaS)

Now Add more intents to the iphone 10 category , you can see we have added 4 intents since iphone 10 also known as iphone x and the intents are added with and without spaces like **iphonex** , **iphone 10** because when user input a space in a sentence it treats as 2 words , if a user types `"iphonex"` which cant be recognised until you add it.

![Adding Intent Against Each Category ](/files/-LlQQ2hNVYIkUZWaNUBq)

{% hint style="success" %}
You can also add intents with possible spelling errors\
Intents are not case sensitive \
Dont add any questions here , add only keywords&#x20;
{% endhint %}

### Lets Explain More with Examples

If you are a mobile phone dealer and have 3 phone models each phone model specs, price, feature may vary from one to another so here you can create categories for each phone model and add your phone model name , number etc as intents against the relevant categories

**Now lets say you have 3 phone models to sell then create category and intents as below**

| **Category** | **Intent**                                                   |
| ------------ | ------------------------------------------------------------ |
| iphone 7     | <p>iphone 7</p><p>iphone7</p>                                |
| iphone 8     | <p>iphone 8</p><p>iphone8</p>                                |
| iphone 10    | <p>iphone 10</p><p>iphone10</p><p>iphone x</p><p>iphonex</p> |

{% hint style="info" %}
Add multiple intents only if your product or services are known in different names like here iPhone X also knows as iPhone 10
{% endhint %}

{% hint style="success" %}
**We have now learned how to add intents against each category, now lets learn more about Context**&#x20;
{% endhint %}

###

### Now let’s see how context works with intents.

Context helps to remember the last user interaction and reply more intelligently and naturally , Intent and [Question Variations](/setting-up-guide/smart-replies/train-module/question-variations) always works together in a conversation with intents, lets explain more with examples;&#x20;

> **Do you have an iPhone 10 ?**\
> Yes, we do have an iPhone 10 ?
>
> **Whats price of 64 GB?**\
> Its $499 and 10% offer on credit card payments.

Have you observed that In the second question the user don’t specify the phone model but from the last question smart reply identified the intent as **`“iPhone 10”`** and saved to context so the next question is answered intelligently like a human.

{% hint style="success" %}
**We have successfully learned how to Add Intents & How Context Works with Intents, now we need to learn more about** [**Question Variations** ](/setting-up-guide/smart-replies/train-module/question-variations)**or Training Phrases**&#x20;
{% endhint %}




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