EngageLab Whatsapp

LiveDesk supports users to add WhatsApp channels to converse with customers. Provides three API supply methods: WhatsApp Cloud Service, Twilio, and EngageLab WhatsApp. The following explains how to add EngageLab WhatsApp.

Prerequisites

1. You need an EngageLab WhatsApp account to set up the WhatsApp API. If you don't have an account yet, follow Quick Access to create one.
2. A valid phone number.
3. After activating the WhatsApp service, follow the Overview Guide documentation to register a business account, add a sender number, and create an API key.

LiveDesk Add Channel

Fill in the configuration information according to the interface prompts, and click "Confirm" when finished.

• API Provider

Select EngageLab WhatsApp.

• Channel Name

Enter a custom name for the channel.

• Phone Number

Enter the phone number for sending messages.

• Business Account ID

The Business Account ID obtained from the EngageLab Developer Console. Log in to EngageLab WhatsApp, select the section shown in the figure to copy your WhatsApp phone number and Business Account ID.

• DevKey

The DevKey obtained from the EngageLab-WhatsApp Developer Console. Copy the DevKey corresponding to the created key in the API Key interface of EngageLab WhatsApp.

• DevSecret

The DevSecret obtained from the EngageLab-WhatsApp Developer Console. Copy the DevSecret corresponding to the created key in the API Key interface of EngageLab WhatsApp.

• Add Agent

Specify the customer service personnel who need to participate in handling messages for the current channel.

After completing the above configuration information input, verify that there are no errors, and it will prompt that the EngageLab WhatsApp channel has been created successfully. Generate the Webhook address corresponding to the channel.

Set Callback Webhook

We need to set the EngageLab WhatsApp webhook address to receive customer messages sent to your business number. Log in to your EngageLab WhatsApp developer account and navigate to WhatsApp > Callback Settings.

Paste the LiveDesk Webhook URL generated after the successful channel creation above here, select the following callback events, and then click OK.

​

• Message Status

Sent (sent), Send Failed (sent_failed), Delivered (delivered), Delivery Failed (delivered_failed), Timeout Not Delivered (delivered_timeout).

• Message Response

Received user message (received), User replied to your message (reply).

After completing the configuration, you can use LiveDesk to send and receive WhatsApp account messages.

Detailed Settings

After creating the channel, you can set detailed configuration information in the corresponding channel.

Settings

• Set Channel Greeting Message

Defaults to off. Enter a custom greeting message that is automatically sent to the customer when they start a conversation.

• Enable CSAT

When this function is run, a customer satisfaction survey will be automatically launched for every problem resolved. CSAT scores can be viewed in the subsequent report section.

Conversation Assignment

Displays the conversation assignment rules corresponding to the current channel. Supports Routing Rules, AI Agent, and Human Agent responses. Conversation assignment priority order: Routing Rules > AI Agent > Human Agent.

When routing rules exist, it first determines whether the routing rule requirements are met. When multiple routing rules exist simultaneously, they are traversed in order, and if a rule is met, assignment is done according to the rule.

If the current scenario does not satisfy routing rules, it is prioritized for assignment to the AI Agent.

When no AI Agent exists, it will be assigned to the corresponding Human Agent. Supports automatic assignment, providing assignment mechanisms based on concurrent load and sequential average distribution.

Human Agent

Supports setting human agents to handle conversation messages for this channel, which can be added and removed.

AI Agent

Supports setting AI agents to handle conversation messages for this channel. You can choose to enable or disable usage, and support adding GPT AI Agents.

Business Hours

You can set the working hours for the team.

If there are clearly defined business hours, please check the "Enable business availability for this inbox (Enabled)" checkbox. After checking the box, the corresponding parameter settings will be displayed below. You can set unavailable messages for visitors during off-hours. You can select business hour intervals and corresponding time zones for each day.