Connect Pro – User Guide & Functional Overview Document

Connect Pro offers two primary functions: -

• WhatsApp Live Chat
• Campaign Management WhatsApp Live Chat: -
• The WhatsApp Live Chat feature allows users to initiate and manage realtime conversations with customers on WhatsApp. Below is an overview of the workflow and functionalities associated with this feature.

Key Features and Workflow: -

• Initiating a Conversation with Customers:
  • Conversations with customers must be started by sending a template message. A template message is a pre-approved message required for initiating contact with a customer for the first time.

• Direct messaging through normal conversations is not allowed until the customer replies to this template message.
• Chat Continuation:
  • Once the customer replies to the template message, a two-way chat box opens. From this point, a real-time conversation can occur.
  • You can freely exchange messages with the customer until the interaction window closes.
• 24-Hour Messaging Window:
  • The live chat window remains open for 24 hours after the customer’s last message.
  • If no messages are exchanged within this 24-hour period, the conversation window closes.
  • To reopen the conversation after the 24-hour period, a new template message must be sent to re-initiate contact.
• Supported Media Types:
  • You can exchange messages as well as send and receive various types of media files.
  • Outbound (from you to the customer):
    • Text messages, images (JPEG, JPG, PNG), videos (MP4, GIF), and documents (PDF, DOCX, XLSX).
  • Inbound (from the customer to you):
    • Text messages, images (JPEG, JPG, PNG), videos (MP4, GIF), audio (MP3), and documents (PDF, DOCX, XLSX).
• Replying to Customer Messages:
  • You can directly reply to any text message received from the customer within the active chat session.

• User Interface was look like as same as WhatsApp.

Notes for WhatsApp Live Chat in Connect Pro: - ❖ Sending Template Messages:

• To initiate a conversation, click the plus (add) icon to access the template message section. o From this section, select and send an approved template to the customer to start the conversation.
• Uploading and Accessing Media Files:
  • Before sending media files (images, videos, or documents) in the chat, upload these files under the Files or Notes and Attachments sections associated with the relevant contact or lead. o After uploading, refresh the page to ensure the newly added files are accessible.