Why: Companies actively use messenger channels as tools for starting conversations with their clients. The issue is that when a client responds to a message in the messenger, a Chat Center agent (or supervisor) does not understand to which message the client has responded.
Solution: Outgoing messages sent via broadcasts in edna will be displayed in Chat Center in agent and supervisor WPs.
- Go to your dashboard in edna Pusle.
- Add clients on the Audience page.
- On the Broadcasts page, click Create broadcast.
- Enter the broadcast name (mandatory) and specify other settings (optionally). Click Continue.
- In the Broadcasts > Edit broadcast > Audience section, select tags for the users you want to receive the broadcast and click Continue.
- In the Broadcasts > Edit broadcast > Content section, select the required cascade to use for the broadcast. The broadcast sender name fills in automatically based on the cascade. Click Continue.
- Check the broadcast settings, if necessary, and send the broadcast.
You can monitor the broadcast status on the Broadcasts page. If it is delivered successfully, its status changes to Finished.
The client then receives the broadcast via the channel specified in the cascade. The client responds to the message in the channel (in this example, in WhatsApp).
Once the client sends their message, two requests from the client are created in Chat Center:
- A request that contains the message from the broadcast. The system automatically closes this request (i.e., moves it to the Closed status) and you can see/review it in the supervisor WP in the Requests list on the History tab. Click the request in the list to see its details.
- A new request with the client’s message.
When the system distributes the request to an agent, they can see the message sent via the broadcast in the thread history and can understand to which message the client responded.