Follow Up Leads

a functionality is present which allows the system to capture the leads that were not able to connect with the system an agent has to follow up with the leads assigned to them by the admin he has to raise a ticket and/or resolve the chat for now the agent also has the provision to mark the chat as completed so as to move it to the chat history section refer to the below shown demo for a better understanding please note (limitations) for mvp, no upper cap will be set to the number of follow up leads assigned to a user the raise a ticket functionality only functions if it is enabled for the livechat (apis are properly configured in case of third party vendors) currently, leads can only be followed up by raising a ticket replying to follow up leads from whatsapp this feature allows agents to reinitiate conversations with missed customers in follow up leads section generated for the whatsapp channel please note (limitations) there should be a third party integration whitelisting of the reinitiation text is necessary agent that reinitiates conversation must be given priority to connect with the customer when they try to reconnect if that agent is not available, then the system will use the usual round robin method to assign to the new agent in case of no agents available, the lead will again be forwarded to the follow up leads section only and analytics will be updated with a fresh entry in the case of no agents available, the customer will again be reassigned to the original agent only in the follow up section for the admin the admin enables the agent to reinitiate follow up leads via the whatsapp channel he also sets the reinitiating text that has to be sent the admin then sets the keyword that needs to be detected for reinitiation the default keyword is “yes” enabling the "allow agent to send message after 24hr session expires" toggle will make the "reinitiate chat" button visible inside follow up leads section even after the 24 hour session has ended conversely, if the toggle is disabled, the "reinitiate chat" button will only be visible within the 24 hour session for theagent for an agent, at the follow up leads table, when they view the chat history, they will see an option to 'reinitiate conversation' for leads generated from the whatsapp channel clicking on this button will send a message to the end customer informing them as per the text customized by the admin once this is done if the customer replies with the specified keyword then the chat will be initiated enabling the "allow agent to send message after 24hr session expires" toggle will make the "reinitiate chat" button visible inside follow up leads section even after the 24 hour session has ended conversely, if the toggle is disabled, the "reinitiate chat" button will only be visible within the 24 hour session