Human Attendance
Weni Chats: Introduction to the Chats module
Weni Chats. Chats is the official human support module of the Weni Platform. It was developed based on the needs and pain points of our clients, is natively available in all projects on the Weni Plat…
Weni Chats: Setting Up Human Attendance
Configuring Human Support in the Chats Module. Like other modules on the Weni Platform, Chats is located within a project, so the user configuring it must be an administrator or moderator of that pro…
Weni Chats: Human Service Dashboard
Dashboard Usage Guide. The Dashboard is a tool that displays data related to human support, providing important metrics aimed at monitoring the quality and efficiency of interactions. This tool assis…
Weni Chats: Human Service Management
**How to Add Users to the Weni Platform Organization**. To add or remove new users, such as agents, first add the user to the Weni platform. Enter your organization on the Weni platform and click on…
Weni Chats: Attendance distribution rule
Support Distribution Rule. The current rules for automatic support distribution are: Equal and automatic distribution among agents until the limit of simultaneous support sessions is reached. When th…
Weni Chats: Using active triggering of flows
Active Trigger Usage Guide. The active flow trigger allows an agent to send a flow to one or more contacts and contact groups, also enabling the initiation of a conversation with desired contacts thr…
Weni Chats: CoPilot
Chats CoPilot is a feature that uses artificial intelligence to suggest quick responses during conversations. Its use is extremely simple, and in this guide, we will walk through the steps. Configuri…
Zendesk - Human Support
Steps for Integration. The integration between the Weni platform and Zendesk provides a powerful tool for managing customer service efficiently and automatically. After completing the configuration a…
Ticketer: Ticketer on Rapid Pro
The Ticketer service is used to provide human assistance to users who contact your chatbot. Next, we’ll show you step-by-step how to use this service in RapidPro…
Ticketer: How to integrate Rocket.Chat as a ticket service on the Weni Plataform
Rocket.Chat Ticketer. Requirements. Admin access to Rocket.Chat. Admin access to Weni Flows. First steps. Get org access token in Weni Flows. This token is required for the app installed on Rocket.Ch…
How to send message templates through RocketChat
Contacting users who have interacted for more than 24 hours on Whatsapp requires the use of Message Templates in active messages. To send active messages on RocketChat you can follow the following st…
RocketChat call routing
RocketChat allows you to choose from different rules for targeting human agents. These targeting rules are called Routing Methods. How do I set up a routing method? To configure a routing method, you…
RCAdmin API: Agent-Activity
HOST: rcadmin.ilhasoft.dev. Endpoints. POST: /api/agent_activity/. Retrieves the Agent activity information. Headers: Authorization: <Token> Token will be provided individually for now... Body format…
U-Partners - Proper use of features
How to direct message an anonymous reporter? That's the main purpose of U-Partners, where you can setup some strategies to access previous labeled messages and chat with contacts anonymously. Underst…
Using groups to organize human attendance
The use of groups to control contacts in human support is essential. ATTENTION: If contacts are not added to a control group, the chatbot will conflict and interrupt ongoing support.
