Detail
The following features are available to enhance the channel's configuration and functionality:
Menu Items:
- a. Channel Name
- b. Phone Number
- c. Chat Redirection Rule
- d. Zoho CRM Integration
a-) Channel Name
You can determine and edit your channel name from here. Channel names prevent confusion and provide convenience in the management process.
b-) Phone Number
By entering the phone number connected to the WhatsApp channel in international E164 format (for example, "905xxxxxxxxx"), it is made suitable according to communication rules.
c-) Chat Redirection Rule
c.1 Department Redirection Rule Active
Redirects incoming messages to a specific department.
c.2 Live Support
All messages are redirected to live support representatives.
c.3 Hybrid
Controls representatives in only one department or all departments determined in the system. If there are no active representatives in the determined department or all departments, messages are automatically redirected to the determined chatbot scenario.
c.4 Chatbot
The chatbot handles incoming messages and transfers the chat to support representatives in the chatbot scenario's transfer to representative steps.
d-) Transfer Contacts to Zoho
Customer information from incoming messages is automatically transferred to the Zoho CRM system and provides additional analysis opportunities with Zoho widgets.