WAZZUP Help

Wazzup Chats

Wazzup chats are an additional interface inside your CRM containing Wazzup dialogues.  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 to a client from an individual Wazzup Chat, go to a contact’s, lead’s, or deal’s card. Press the “Wazzup” button: Depending on the CRM you are using, the button’s location will differ. For example, in Bitrix24, it is in the action menu, while in amoCRM, it is in the widgets list, in the top right corner of the card.

The chat displays all contacts included in a deal. The may be multiple dialogue or just one.

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 the ones which you are responsible for;
  • Group chats.

Both in amoCRM and in Bitrix24, buttons that lead you to the general Wazzup Chat are located in the left part of the panel. In Bitrix, it sometimes does not appear automatically. In this case, it can be added manually.

The general Wazzup Chat in any CRM system and in your personal account looks like this:

If you are using Bitrix24, set access permissions for the Wazzup Chat. This is needed to make it visible to all your employees.

Wazzup chats features

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

Unanswered messages notifications

Dialogues in the general chat are not ordered chronologically. The top positions in Wazzup are always given to the clients who have not received an answer from you. Such approach to sorting prevents you from missing such dialogues in the overall communication flow.

In Wazzup, there are no “unread” messages; what matters is whether a message has been answered or not.

To make a notification about an “unanswered” message disappear, you need to reply to a client or press the “No reply needed” button. Not a single dialogue with a client that has not been replied to can disappear from the dialogue list by mistake.

If a dialogue does not have any unanswered messages left, the icon will be changed to a green arrow.

The ability to write first

Using Wazzup Chats, you can write first if you know the contact’s phone number – even if you have not had any previous communication with them. Go to your personal account. By default, you will get to the Chats page. Press the “Add the chat” button.

A modal window will appear. Use it to specify the contact’s name, country, and number. Press the “Add” button.

The contact has been added to your dialogues. To find the contact, use the search feature or do it manually. The chat will be automatically placed first among unanswered messages.

Click the new chat to open the communication window.

User images for newly added clients are automatically retrieved after you receive the first message from them.

Group chats

Group chats are only displayed in your personal account and Wazzup Chats:

These can be seen by anyone who has access to the chat window. By default, group chats display is disabled. You can enable it in the Integrations section of your account settings.

Conversely, you cannot disable group chats display in your personal account. There, these are always visible.

Group chats do not create a separate lead, contact, or deal and are not linked to them. Cards will not have messages from group chats displayed in them.

In amoCRM, the number of messages from group chats is summed with regular messages.

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.

Message status

In Wazzup chats, you can see message statuses analogous to WhatsApp. One gray tick means “sent”; two grey ticks mean “received”; two green ticks mean “read”. The waiting animation means that the message is being processed. If this status persists for more than two minutes, please, contact the support.

Quoting

In Wazzup Chats, you can quote others when replying to them in WhatsApp. To do this, press the arrow to the right of the incoming message. After that, enter your reply and send it.

The quote of your message is sent from the channel from which it was written. For example, if you correspond from the  “Sales” channel, but quote your message sent from the “Support” channel, the quote will be sent from the “Support” channel.

Quickly switching between deals

The Wazzup Chat allows you to quickly switch among a client’s deals (including closed ones). The switch button is located inside the dialogue. To open a page in a new tab, hold Ctrl before clicking. In amoCRM, you can add a new deal using this button.

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

In your Wazzup personal account, you can create message templates. These help reduce response time, free your employees from having to create repetitive messages by hand, and eliminate the possibility of errors or misprints in communication. Your templates can contain media up 50 MB in size. Use ready-made messages to give directions, send pricings, or give common instructions.

You can send a template in 3 clicks. Press the button in the bottom left part of the client’s dialogue panel – the three lines. Choose the necessary template from the list. Send the message.

As a result, the client will receive a message with the text and all attachments prepared beforehand: