Initial concepts
So, what we can do with the Platform?
How do I know if my company needs a chatbot?
Register and login
First Steps - Creating your project
Choose your plan
Profile
Permission System
Project Dashboard
Platform Glossary
Changing the Platform Language
2-Factor Authentication
Invalid authentication code
General settings
Artificial Intelligence
Agent Builder
Zero Shot Learning
WeniGPT
Weni Platform AI Module
Repository - Overview
What is an Intelligence?
Intents and Entities
Hands-on
Creating an Intelligence
Training your Intelligence
Strength of Intelligence
Testing your intelligence
Interactions
Translating your dataset
Versioning
Settings
API
Integrate an intelligence to your project in the Weni Platform
Introduction to Content Intelligence
Integrating a Content Intelligence
Interface Updates
Glossary
Guidance and Best Practices
Flows
Expressions and Variables Introduction
Variables Glossary
Expressions Glossary
Flows Creation
Flows introduction
Flow editor and tools
Action cards
Decision cards
Adding Media to the message
Call Webhook: Making requests to external services
Split by Intent: Using Classification Artificial Intelligence
Import and export flows
Using expressions to capture the user's location
Viewing reports on the platform
Route markers
Studio
Contacts and Messages
Groups
Messages
Triggers and Campaigns
Adding a trigger
Triggers Types
Tell a flow to ignore triggers and keywords
Campaign introduction
How to create a Campaign
Editing events
Creating contact from an external Webhook
Contact history
How to download, extract, transform and combine archived data from Weni Flows
Channels
Settings
Channels Introduction
Adding a Facebook Channel (RapidPro)
Adding a Viber channel
How a SMS Integration Works
WebSocket Connection
General API concepts and Integrations
How to create a channel on twitter
How to create a channel on Instagram
Main steps to active Whatsapp for UNICEF
Adding Discord as a channel
Creating a Slack Channel
Adding a Viber channel (RapidPro)
Creating a Microsoft Teams channel
Weni Integrations
How to use the integrations module
Adding a Web channel
Adding a Telegram channel
How to create a channel with whatsApp demo
Whatsapp: Weni Express Integration
How to create template Messages: Whatsapp
Creating a Microsoft Teams Channel
Whatsapp Business API
Integrations
Human Attendance
Weni Chats: Introduction to the Chats module
Weni Chats: Setting Up Human Attendance
Weni Chats: Human Service Dashboard
Weni Chats: Human Service Management
Weni Chats: Attendance distribution rule
Weni Chats: Using active triggering of flows
Weni Chats: CoPilot
Ticketer: Ticketer on Rapid Pro
Ticketer: How to integrate Rocket.Chat as a ticket service on the Weni Plataform
How to send message templates through RocketChat
RocketChat call routing
RCAdmin API: Agent-Activity
U-Partners - Proper use of features
Using groups to organize human attendance
Data and BI
How to Install and Use the Weni Data Connector for Power BI
Incremental Update - Power BI
Explore Weni's Database Documentation
Tips for Data Modeling in Power BI
Filter using Contact Fields in Power BI
UX Writing
- All Categories
- Human Attendance
- Weni Chats: Human Service Management
Weni Chats: Human Service Management
Updated by Manu da Silva
How to add users in the Weni platform organization
To add/delete new users as attendants, first add the user on the Weni platform. Enter your Weni platform organization and click on the “manage members” icon with the names and emails to be added/deleted.
Click on the manage members button in the Weni platform organization > Insert the email > select the type of permission and click on add in the Weni platform organization.
How to add users on Weni Chats
To add a user to Weni Chats, one of the requirements is that he be added to the organization and the second requirement is that he be added to the project in which he will be used.
Within the options to add the member to the project, we can select the permissions if you only need that user to only use Weni chats, use the human service option, the other options give access to Weni Chats, except the viewer option. Remember, Moderator has access to everything.
After adding the correct permission to the user, the chat module will be available and he is already an attendant. Now all you have to do is add it to the queue you are going to answer.
How to add Attendance Sector in Weni Chats
To add a sector in Weni Chats, you need to go to the settings tab related to Weni Chats:
After that, just fill in the information to create the sector:
- Sector name
- Service managers (who will view the service history and dashboard)
- Enabling triggering of active messages
- Definition of the working day (hours in which assistance can be opened if the user requests it)
- Concurrent service quantity limit
After adding and configuring your sector, configure the service queues for each sector.
How to add Attendance queues in Weni Chats
Every sector, as a requirement, needs to have at least one queue configured to work properly, so you must configure it as soon as you create the sector. When editing your queue, add who will be the attendant:
After setting up the sector and queue, now it's time to create your service tags.
How to add an Attendance Tag
Service tags are selected when closing a service and serve to filter the service history and dashboard through these tags. Tags can be about the subject that was discussed in the service, but it is up to you to choose the best way to use them. Remember, when closing a call it is mandatory to use at least one tag.
To create a tag choose the name > Click Add > click Save:
Your human support is now set up. The next step is to use a ticket card in your flow to direct users to human support.