WhatsApp Channel

channels whatsapp feature name definition welcome/failure/authentication message customizable text for failure and authentication messages to be shown to the end user when interacting with the bot initial questions the initial set of queries post welcome message are configurable(you can select which intent to show as suggestions) failure recommendations when an intent is not recognized a failure message is displayed as a bot response with the provided failure recommendation intent selected language supported admin can select different languages from the front end for the respective bot and the customer gets an option to select from the drop down in which language he wishes to use the bot languages supported are english, hindi, vietnamese, tamil, telugu, kannada, malayalam, oriya, gujarati, bengali deploy links link which we provide to our whatsapp vendor as webhook url other settings add image in welcome response add video in welcome response whatsapp number used for chatbot integration enable emails for endpoint failure advanced settings whatsapp webhook configuration welcome/failure/authentication message customizable text for failure and authentication messages to be shown to the end user when interacting with the bot initial questions the initial set of queries post welcome message are configurable(you can select which intent to show as suggestions) failure recommendations when an intent is not recognized a failure message is displayed as a bot response with the provided failure recommendation intent selected languages can be configured based upon channels this is visible under configuration > channel > select the channel (whatsapp) > add language to your channel > select the languages to be added for whatsapp an intent "change language" will give the response please choose your language 👉 press 1 for english👉 press 2 for hindi👉 press 3 for vietnamese 👉 press 4 for tamil தமிழ்👉 press 5 for telugu తెలుగు👉 press 6 for kannada ಕನ್ನಡ👉 press 7 for malayalam മലയാളം👉 press 8 for oriya ଓଡିଆ👉 press 9 for gujarati ગુજરાતી👉 press 10 for bengali বাংলা response "you have selected "\[language] if you want to change your language again please type " change language " note the above response will come in the language selected and not english except the words "change language" if only one language is set in the bot, then "change language" will not get triggered new languages added 100+ languages are available in our console for web and whatsapp are added deploy links link which we provide to our whatsapp vendor as webhook url other settings add image in welcome response, add video in welcome response, whatsapp number used for chatbot integration, enable emails for endpoint failure whatsapp webhook configuration whatsapp chatbot this setting allows the users to integrate whatsapp vendor specific webhooks with bots this will take the user to a new window where they can select bsp name from dropdown and configure the whatsapp webhook for that particular bot this is visible under chatbot console > select the bot > configurations > channels > whatsapp > advance settings > whatsapp webhook integrations > go on selecting whatsapp webhook integration and clicking on go, the user can select a whatsapp bsp from the "select whatsapp bsp" dropdown once a bsp is selected for the first time, the default code of that bsp would get displayed in a code window below the dropdown please note if a bsp is already configured with a particular bot that selection would automatically get displayed in the bsp dropdown trying to change that bsp would show as alert as displayed below selecting a different bsp will overwrite the existing code the "save configuration" and "reset" button will only stay activated if an already configured code has been opened or some changes are made in the default code clicking on "save configuration" will save the last code changes present in the code window and clicking on "reset" would ask for a confirmation (as displayed below) and clicking on "confirm" would reset all the changes done and change the code to the default bsp code if a user shares a bot with a different id then both the users can collaboratively work on the webhook configuration code from their respective ids (warning message stating " somebody is already working on this code" will be displayed to user 2) please note for now, only exotel will be visible in the dropdown exotel whatsapp cloud api integration providing an option for the console users to select & configure exotel’s whatsapp cloud api as the whatsapp bsp this is visible under chatbot console login > home page > configure bot > integrate channel > whatsapp channel > configure webhook & credentials > select whatsapp bsp > exotel > add credentials whatsapp bot interactive buttons (phase 1) integrate whatsapp interactive messages with our chatbots by developing a new webhook integration code for different supported bsps interactive messages (phase 1) list messages messages including a menu of up to 10 options this type of message offers a simpler and more consistent way for users to make a selection when interacting with a business to configure list messages these can be sent for an intent by creating the intent and adding user selectable actions as intents inside intent > quick recommendations message body textfield value from 'bot response' list header can be specified inside intent > other settings > whatsapp list message header (by default "option" should be displayed as header text if the user doesn't specify anything row title these are the individual action items in the list and the value for each list comes from the intent names added inside "quick recommendations" of that particular intent static send button note list messages can also be triggered from child intent names if the number of child intents exceeds 3 in that case, the row titles would be taken from the child intent names and action calls the corresponding child intents quick reply buttons messages including up to 3 options —each option is a button this type of message offers a quicker way for users to make a selection from a menu when interacting with a business reply buttons have the same user experience as interactive templates with buttons to configure quick reply buttons these can be sent by creating upto 3 child intents of a particular intent where the child intent names get displayed as button text and clicking on those buttons returns that particular intent message body textvalue from 'bot response' of corresponding intent button text child intent name button actions calling the corresponding child intent note if more than 3 child intents are created for a particular intent, a "list message" would be shared (and not quick reply buttons) where each child intent name would be each item in the list, and selecting a particular item and clicking on send would call that corresponding intent to configure this is visible under intent > other settings > whatsapp list message header > specify the text of a list header refer the below shown demo for better understanding please note in case the number of child intents for a particular intent exceeds 3, a list message would be shared when that intent gets called by the customer on whatsapp bot in case a particular intent has 3 child intents as well 5 quick recommendation suggestions, a quick reply would be shared with button text from the child intent names and their corresponding actions, no visibility of quick recommendations should be there in that case in case a particular intent has more than 3 child intent and values inside quick recommendations as well, a list message would be sent using button text from the child intents and their corresponding actions can be called by selecting them and clicking the "send" button since there are character limitations for buttons, reply content and bot response, in cases where the char limit has been reached we should represent the same using " " in case a list message is having more than 10 values the list message should be split in multiples of 10 and should be sent as separate lists in that case the list header text of the lists would bear an additional value for example in case of 2 lists having 10 items each the name of the first list header would be "options 1 10" and for the second list it would be "options 11 20" please note 1 10 and 11 20 is the additional value that must be appended with the list header name (specified in intent > other settings > whatsapp list message header) and this additional value would come dynamically based on the number of items present in each list eg here "list of states" is the list header and (a j), (j t) are additional dynamic values however in our case, this should be numerical based (1 10, 11 20 etc as specified above) block spam users on whatsapp blocking attackers/users based on the number of messages/keywords to configure this is visible under chatbot > configure bot > integrate channel > whatsapp > block spam users please note on enabling the toggle "enable block spam user", the "block users based on a number of users queries" toggle will be enabled block users based on the number of user queries once the threshold set for the number of messages for a user in a session is reached the added warning message will be displayed the warning message to be displayed is editable the default value for the threshold for warning messages will be 100 messages and is editable also, the number of messages should be greater than 1 the threshold to block user default value will be 101 messages the value of the threshold for the number of messages will be saved as the threshold for warning messages +1 example if the "threshold for the number of messages" is 100 messages and the user tries to add 80 for the "threshold to block users" then directly change the value to 101 messages in real time if the difference between "threshold to block users" and "threshold for the number of messages" is greater than 1 then if the user spams message then the bot will not reply to those user queries until the blocking message is thrown when the "threshold to block users" is reached once the user is blocked, the following message will be displayed you are blocked for 12 hours due to spamming a lot of messages the text to be displayed while blocking the message is editable blocking duration will be set to 12 hours by default and is editable as per the requirement users will be able to interact with the bot only after the set duration queries done by the user will not be available in message history when the user is blocked block spam users based on keywords the bot admin can type the keyword in the input field and hit enter to add it to the list users will be able to add or remove any word as required once the threshold set for the number of messages for a user in a session is reached the added warning message will be displayed the warning message to be displayed is editable the default value for the threshold for warning messages will be 1 message and is editable also, the number of messages should be greater than 1 the threshold to block user default values will be 2 messages the value of the threshold for the number of messages will be saved as the threshold for warning messages +1 once the user is blocked, the following message will be displayed you are blocked for 12 hours due to spamming a lot of messages the text to be displayed while blocking the message is editable blocking duration will be set to 12 hours by default and is editable as per the requirement users will be able to interact with the bot only after the set duration queries done by the user will not be available when the user is blocked unblocking a user an option in django will be provided where the user can simply search the whatsapp number and unblock the user before the system unblock time analytics a table is added in conversion analytics which will have a log of the whatsapp number, blocking type, keywords used, blocking date, and time the date available above can also be downloaded