WAZZUP Help

How Wazzup works in Bitrix24

Wazzup chats are an additional interface with dialogues inside your CRM. They are located in deal/contact/lead cards and on the left panel of Bitrix menu.

There are 2 types of Wazzup chats: General and Individual. The set of tools available for them has no differences from the other chats, but the General chat allows you to see all the dialogues while the Individual one only shows the dialogues with the contacts present in the deal.

Individual chat

To write a message to a client from an Individual Wazzup chat, go to the client’s (the lead’s or contact’s) card. In the actions menu, press the “Wazzup” button. On smaller screens, the button can be found the “More” section.

After that, an Individual Wazzup chat will open.

General chat

The General chat is the window containing all the dialogues. General chat features:

  • Dialogues with all your clients in a single window;
  • Unanswered messages counter;
  • Dialogues display feature to see all the dialogues or only those you are responsible for.

To open the General chat, click the “Wazzup” button on the left panel of Bitrix menu.

How to open the General Wazzup chat?

Sometimes the General Wazzup chat is not displayed on the left panel of Bitrix automatically. In this case, it can be added manually.

Go to “Applications” → «Wazzup»:

The General Wazzup chat will open. Copy the link to the chat in your browser:

Now close all the windows and go to the menu settings. To do this, choose “Configure menu” → “Add link to menu” on the left panel of Bitrix:

A window will open. Enter the name (Wazzup) and the link to the chat you have copied before. Click “Add”:

Done!

How to configure the General chat for your employees

To make the General Wazzup chat visible to all employees, assign access rights in the “Applications” section as shown in the screenshot. Add all employees.

Employees you added in the settings will now have the Wazzup tab on the left panel of Bitrix.

Wazzup chats features

To write a message, input it in the text field. To send, press the button with a plane or Enter.

Information about recipients and outgoing channels

You can see the channel the message was received from and the channel the reply was sent from. You can set the channel name in the Channel settings in your Wazzup account.

If you have multiple channels connected, you can choose the one to reply from. The outgoing channel switch is located in the bottom right corner.

Quickly switching between clients

The Wazzup chat allows you to quickly switch among leads, contacts and client’s deals (including closed deals). The switch button is located inside the client dialogue. To open a page in a new tab, hold Ctrl before clicking the target section.

Emoji

The Wazzup chat supports native WhatsApp emoji. Click the icon in the bottom left corner to open the tab with all the smileys.

Attachments

Also in the bottom left corner, there is a button with a paper clip on it. It is used to send files. File size limit is 50 MB.

Apart from files and images, clients can send you geo tags (as links to Google Maps), voice messages and contact cards (as plain text).

Message templates

One more button in the bottom left of the panel is the button that looks like three dots. It allows you to use templates.

To create a template, go to the “Message templates” section of your Wazzup account settings:

A window will appear. Input the template’s name (only you will be able to see it). Put the text you would like to use into the message field. You can also attach a file or use an emoji. When adding multiple images at once, you can change their order by dragging them with your mouse.

The resulting message will be displayed in the templates list. You can then delete or edit it if you need.

To send a template, go to the chats or return to the CRM.

As a result, your client will receive a message like this, with all the attachments:

Notifications

On the right panel of Bitrix24, there is the “Wazzup – Notifications” section. This section displays the notifications chat for all new messages. The chat is created automatically when installing the Wazzup application, and at first, there is only one employee in it: the one who installed the application. You should then add all the people involved in communications so that they are able to see and hear notifications about new messages.

One line is created for each client number. The line shows the total of unread messages. As new messages keep coming, the number in the line changes. The screenshot shows messages from three clients. As you can see, one of them wrote two messages, another wrote one message, and the last one wrote four:

The key principle when working with the notifications chat is that there should be nothing in the chat. In other words, the chat only shows the clients who you have not replied to yet. As soon as one of the employees replies to the client, the line with this client will disappear from the notifications chat. If there is nothing to reply, press the “No reply needed” button. In this case, the line with the client will also disappear from the chat and nobody will be distracted by it.

When an employee has a Wazzup chat open with a client, it is assumed that this employee is able to see all the new messages and is engaged in a dialogue with the client, so none of these new messages will be sent to the notifications chat. Everyone else will get a notification only in two cases:

  1. The employee has closed the chat with the client;
  2. 5 minutes have passed, but the employee has not responded (no outgoing message from the employee has been sent, nor has the “No reply needed” button has been pressed).

Communication history

To maintain a context for all the communications with a client and take all the other activities and interactions with the client into account, all the messages are duplicated as comments into the feed. The messages are in the opposite order compared to the usual messengers. The most recent ones are on top:

To not lose track of the comments you need in the feed, you can pin them using a paper clip. You can pin up to three comments.

Where the client came from

In the “More” section of a lead’s or client’s card, the source – transport – is shown, as well as the name of the channel through which the client got into your CRM. When working through OC, the source will not be shown.