# What is Conversation Management
Conversation Management is a conversational tool that creates virtual assistants or chatbots and human-agent services, with the multichannel capability to support messengers such as WhatsApp.
Conversation Management is a conversational tool that helps create virtual assistants or chatbots and human-agent services, with the multichannel capability to support chat messengers like WhatsApp, Facebook Messenger, Telegram, Slack, Microsoft Teams, Google Chat, and others.
The chatbots—being multi-lingual in nature—create a live user experience and help answer queries using AI in real-time. You ask something that is bothering you and Conversation Management replies instantly in a text or image representation with cent-percent precision for better understanding.
There might be rising concerns about getting started, configuring a bot, its functioning, and more. Quickwork has a team of experts that configure the chatbots and embed them on your web portal or an app. With a blend of NLP and NLU computational applications, the responses are programmed and recorded through the back-end serves a perfect reply to the concerns that a user raises.
Once live, the chatbots with a similar appearance and visualization of a website act as an integral part rather than being a separate entity. Moreover, the plethora of features that Conversation Management holds, add a cherry to the cake. You talk about uploading images, files, audios, video; sharing locations; easy redirect, or single-click message broadcasting, Conversation Management does all hassle-free with a high level of persistence. In the case, where a chatbot doesn't come up with an appropriate response, the Bot-to-Human hand-off feature comes to the rescue. Our proactive support team takes over the conversation, monitors the concerns in detail, and replies instantly to guide you through.
Enterprise-functional domains that Conversation Management plans to focus
The reliability, stability, and scalability of Conversation Management handle the real-world problems of any domain effectively. Here’s what Conversation Management does.
### Banking and Insurance
With respect to customer-centric functioning, Conversation Management helps in automated statement generation, account balance sheet, funds transfer, savings, investment advice, and so on. This increases personalized banking experience by improving customer engagement leading to better engagement. Chatbots with the interactive avatar of brokers, insurance agents, and SIP advisors give a feeling of trustworthiness to customers. Conversation Management promises exactly what requires to keep a hold on them.
### Healthcare
In the health sector, chatbots' would study the common symptoms of diseases, frequently asked treatment concerns, etc., and revert back with the perfect curable methods for which the user has asked. For doctors, chatbots can be proven very effective to know the patients' progress reports, detecting drug interactions, study the level of hormonal imbalance, and then undergo the surgery through proper analysis.
Other functional areas that Conversation Management focuses on are patient engagement, population health management and care coordination, and research.
### IT
The most common hoax in the IT industry is dealing with the helpdesk platform to get the work done. Conversation Management has seriously considered this matter of concern. IT helpdesk chatbot, HR chatbot, leave management bot, induction chatbot, etc. is what Quickwork has filled its bucket list with.
### Retail and consumer goods
It’s quite hectic for customers to jump among navigational buttons on an e-commerce website to find a product of their choice. This not only wastes their time but becomes so chaotic that it might lose you, potential consumers. At such a point, chatbots can be a savior to a greater extent. Conversation Management in e-commerce, in-store retailers, fashion, food, and beverages, etc. allows consumers to access product information and make a purchase on the go using mobile devices.
# Getting started
Join this conversational tool to get in touch with website visitors and users. Simply sign into Conversation Management to start communicating with netizens to increase engagement worldwide.
To get started with Conversation Management, visit [https://chat.quickwork.co](https://chat.quickwork.co/app/login). As you are a new user, you need to register your account first. Click the **Create new account** link to do so:
Clicking the **Create new account** link opens the Conversation Management form page where you'll be asked to enter the **Account Name** and **Email** to create the account. Once you have entered the details for registration, click the **Submit** button:
As soon as you hit the **Submit** button, an invitation link is sent on the email ID. Check your Gmail inbox for the same and click the **Activate my account** link:
This will redirect you to a new window asking you to set a password for your Conversation Management account. Enter a new password of your choice and click **Submit**:
Now, you'll be taken, again, to the **Conversations** window with a full-fledged verified set of credentials of your choice. Currently, you might have no activity running within your account as you are yet to create a bot and integrate it with a website. Click [here](https://docs.chat.quickwork.co/how-to-embed-a-chatbot-in-a-website-using-quickwork-chat) to begin creating a human agent service.
{% hint style="info" %}
This methodology creates an administration account of Conversation Management. Using the administration account, Conversation Management allows you to create inboxes, add agents, initiate conversations, assign them to agents, get statistical reports, export the conversation logs, delete the account, and so on.
{% endhint %}
# Understanding the terminology and GUI
Learn the terms that Conversation Management uses to operate its core fundamental capabilities at its optimum. Identify the elements on the interface and understand the usage serving a better UX.
To understand the working of Conversation Management, it is important to know the terminology used in it. Terminologies are just a set of nomenclatures used to address the components used in the tool. So, let's dig deeper into this document and know what the tool has.
## Terminologies
* **Administrator**: An administrator is a principal agent who owns the Conversation Management account. An administrator will have access to all features of the tool such as agent addition/deletion, reporting, inbox creation/updation/deletion, exporting, deleting an account, and so on.
* **Agent**: An agent is a person who is invited to handle user conversations. Agents will be able to view and reply to messages of the users. Agents can access the conversations of the allocated inboxes. They can assign conversations to other agents or themselves and resolve conversations.
* **Inbox**: An Inbox is a successful creation of a channel like a website or a multichannel such as WhatsApp, Slack, Telegram, etc. using Conversation Management. You can have unlimited Inboxes in your account.
* **Conversation**: A single to and from message flowing between an admin/agent/bot and a user is called a conversation. You can view conversations from all your inboxes in a single place and respond to them under the **Conversations** tab.
* **Canned Responses**: Canned Responses are saved reply message templates that are built for faster messaging. Canned Responses embed text-heavy messages within a custom expression. This custom expression is called **Short Codes**. Canned Responses can be accessed easily by typing '**/**' followed by a Short Code.
* **Private notes**: Private note is a note or a message visible to agents/admins only.
* **Short Code**: Short Code is a short-expression or word to be addressed while sending a message. For example, Greetings. It acts as a label to the text-heavy message.
* **Chatbot**: A chatbot is an AI-driven conversation tool that simulates human conversations through NLP (Natural Language Processing). It interacts through automated responses with the user on mobile applications and websites. It is programmed to handle end-user queries independently.
* **Human-agent service**: An agent/admin replying to the user messages in real-time is called a human-agent service. The replies are unique, dynamic, and vary as per the end-user queries. \
## Graphical user interface
Once you are aware of the terminologies, understanding Conversation Management's user interface will require just a few minutes.
When you sign in to your Conversation Management account, you'll be automatically taken to the **Conversations** dashboard. Here is the screenshot with identifiers highlighted for a better understanding:
The above illustration is Conversation Management's administration account interface with a wide variety of functionalities available on the dashboard. Let's understand them one by one as per the numbers marked:
1. **Quick access toolbar**: This toolbar contains 3 tabs clicking which you'll get the desired window to work on:
1. **Conversations tab**: This tab opens a default window displayed to a user (admin/agent) each time upon sign in. When a user clicks this tab, he/she will get an option to view all the conversations of an account or select a specific inbox containing conversations. Such type of filtering option allows users to easily move around and monitor all the conversations ongoing in the account.
2. **Reports tab**: This tab stores valuable analytics of the conversations throughout the account. It helps the users to understand the frequency of conversations through graphical metrics of team performances, general overviews, and labels.
3. **Settings tab**: This tab gives users direct access to account settings, agents, inboxes, and canned responses. It acts as a gateway through which human-agent services and chatbots can be configured to communicate with users.
2. **Filter menu**: This is a drop-down classification section that displays the conversations as per the option selected. It has 4 filter options:
1. **Mine**: This option appears selected by default in the case of an administrator account. The 4 filters segregate the conversations based on this funnel.
1. **Open**: This filter option displays all the user conversations that are assigned to you. It acts as a todo tab wherein you need to communicate with the users and try resolving their queries efficiently to enhance customer satisfaction.
2. **Resolved**: This filter option displays a list of conversations that are resolved. The number of resolved conversations can be seen on the right-hand side of the **Mine** option.
2. **Unassigned**: This option is more of a concern for an administrator as he/she assigns the conversation to the agents. The conversations that are unassigned lie under this option.
3. **All**: This option contains the list of all the conversations (Mine, assigned and Unassigned) throughout the account:
3\. **Conversation head**: The conversation head appear on the left-hand side of the screen. It displays the name of the user and its profile image with whom an administrator/agent is communicating. It also shows the inbox name to which the conversation belongs and an icon depicting the source of the communication channel. Here's is the list of popular message channels that Conversation Management supports:
| Icons | Channel |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------: | :----------------: |
| 
| Website widget |
| 
| Facebook Messenger |
| 
| LINE |
| 
| Slack |
| 
| WhatsApp |
4\. **Export and delete**: The three vertical ellipses on the top center of the toolbar give options to export the details of a specific conversation and delete it permanently from the account. If a conversation is in the **Resolved** state, you'll also get an option to reopen it.
5\. **Resolve Conversation button**: Each conversation has a circular icon with a tick mark at the top of the chat window beside the name of the administrator. Upon clicking, the conversation will move to the **Resolved** state and you'll get a blank canvas asking to select a conversation from the left panel.
6\. **Text area**: This area lies at the center bottom of the conversation window. Agents/administrators can simply type a text-heavy message, send attachments that includes files, images, audios, and videos, and add emojis emotional engagement. [Canned Responses and private notes](https://app.gitbook.com/@akash-technical-docs/s/quickwork-chat/canned-responses-private-notes-and-previous-conversations) can also be sent through this text area.
7\. **Personal information**: This section at the right-hand side panel contains the information of users. The user information in this section keeps changing as per the conversation selected. This information is editable by the administrators.
8\. **Properties**: This section allows you to allocate key-value pairs to the conversations. Using key-value pairs, you can add additional information about the user such as priority and designation.
9\. **Labels**: This section allows you to associate custom information with a conversation. It can be a department name, foreign presence, or color mapping used to distinguish the categories of users. These labels help in the effective reporting of conversations.
10\. **Technical details**: This section records system-specific technical details of an administrator/agent such as browser type through which the message has been sent, location, device type, and so on.
11\. **Previous conversations**: This section records data of previous conversations of admin/agent; previously had with a user of a multichannel inbox, i.e., on WhatsApp, Facebook Messenger, etc.
12\. **Profile icon**: At the bottom-left corner of the screen, you can see a profile icon containing three options:\
1\. **My Profile**: Clicking this option will open a window in which you can update\
your name and profile image.\
2\. **Help Docs**: Clicking this option will land you on the official documentation\
guide of Conversation Management.\
3\. **Log out**: Clicking this option will conclude the use of your Conversation\
Management account.
Now that you have understood the terminologies and user interface of Conversation Management, let's try [creating a human-agent service](https://docs.chat.quickwork.co/how-to-create-a-human-agent-service-for-a-website-using-quickwork-chat) for a website and learn how the interaction gets handled effectively.
# Agents
Add agents to engage in a conversation, communicate with a user, and offer real-time support. As an administrator, add multiple agents, assign conversations, edit details, and delete them permanently.
An agent is a person who is invited to handle user conversations. Agents will be able to view and reply to messages of the users. Agents can access the conversations of the allocated inboxes. They can assign conversations to other agents or themselves and resolve conversations.
It could be an employee of your organization; could be a member of your customer support team, a dedicated engineer of your technical department, or an HR executive of your talent team to whom you want to give an authority to communicate with users/visitors via Conversation Management.
Being an administrator, Conversation Management allows you to assign one or more conversations to one or more agents. Let us first understand a complete set of agent manipulation steps i.e. create, update, and delete, so that you have monitored conversations flowing through your account.
## Add an agent
To create a new agent, log in to your Conversation Management account and click on the **Settings** tab located on the left-hand side toolbar. Then select the **Agent Settings** option. This will open the **Agent Settings** window displaying a list of agents in your account:
If you are yet to add an agent, only the name of the administrator is viewed in the **Agent List** window. To add an agent, click the **Add New Agent** tab. You'll get a form-type window in which you need to fill in the details of the agent you want to add, i.e. **Agent Name**, **Agent Type**, and **Email ID**:
After filling in the details, click the **Add Agent** button.
{% hint style="info" %}
Administrators cannot be added as an agent. Agents of an existing Conversation Management account cannot be added as an agent to another Conversation Management account.
{% endhint %}
The agent whose email ID you've specified will receive an invitation email to confirm the Conversation Management account. Also, in the **Agent List** window, you can see the details of the newly added agent. However, its status is in the **Pending** state. Once the agent confirms its authentication by clicking on the link received via email, the status gets changed to **Verified**:
When an agent clicks on the confirmation link sent via email, he will be redirected to a new window to set a new password. Once the password is set successfully, the agent will be redirected to his respective Conversation Management account. It is considered as the agent's account.
## Editing an agent
Click the **Edit** icon
associated with the agent name. This will allow you to edit the name of the agent, its role type, and ask the agent to reset the password of his account. However, the email ID cannot be changed:
Once done, click the **Save Changes** button to confirm.
## Deleting an agent
Click the **Delete** icon 
beside the agent name. This will pop up the delete window:
Clicking the **Delete** button will remove the agent from the account permanently.
# Canned responses and private notes
Avoid typing text-heavy messages using Canned responses. Templatalize the common messages as a shortcode and use them using a “/”. Use Private Notes to chat privately with other agents.
It's better to have shortcuts that can help to achieve the tasks effectively; especially when writing lengthy messages consume valuable time. Conversation Management has some message writing shortcuts that give users a sigh of relief while handling a crucial customer. Let's see what they are:
* **Canned responses**: Enhances conversation speed through easy access to saved reply-message templates
* **Private notes**: Lets you chat secretly with your colleague in an ongoing conversation
Go through this document and get complete insights into these shortcuts.
## Canned responses
Canned responses are saved reply-message templates that are built for faster messaging. Canned responses embed text-heavy messages within a custom expression.
### Creating a canned response
To create a canned response, log in to your Conversation Management account and click the **Settings** tab located at the left-hand side panel. Then select the **Canned Responses** option. You'll get the **Canned Setting** window showing you the list of canned responses and an option to create a new canned response:
As you are yet to create the first canned response, the window will appear blank. To create a new canned response, click on the **Add New Response** tab. A form-like page will appear in which you need to fill in the following details to create a canned response:
* **Short Code**: A short expression or word to be addressed while sending a message. E.g., Greetings. It acts as a label to the text-heavy message.
* **Content**: The actual message you want to send to a user. E.g., *Welcome back to Conversation Management. We are here 24x7 to solve your queries in real-time*:
Click the **Add Response** button. Your first canned response will get created and you'll be redirected to the **Responses List** window showing you the entry of your newly created response template:
#### Using the created Canned Response
Go back to the **Conversations** tab and select the conversation to which you want to try sending the message. In the text area, as soon as you type a backward slash '**/**', Conversation Management will prompt you with the list of canned responses:
Select the popped-up response message and click **Send**. Your text-heavy reply message will be sent to the user without taking the effort to type the complete set of content.
### Editing a canned response
In the **Responses List** tab, click the edit icon associated with the canned response you wish to edit. When you click the edit icon, the editable text area will prompt allowing you to edit each character of the response as per your choice:
Here, you can update the **Short Code** and the message content of your choice. Once done, click the **Save Changes** button.
### Deleting a canned response
Click the delete icon associated with the canned response you wish to delete. A confirmation window will pop up asking you whether you are sure with this delete operation:
Clicking the **Delete** button will delete the canned response permanently from your account.
## Private notes
Private notes let you send private messages to your colleague, i.e. another agent or an admin, even while you are in the middle of the ongoing conversation with a customer. Each conversation head has the privilege of sending private notes. These private messages are not visible at the user-end.
To send a private note, switch to the private mode by clicking the **Private Note** button given in the text area. Specify the confidential information you want to convey to the other agents:
When you send the note, you can observe that the background of the sent note is different from normal chat conversations followed by a lock symbol. This symbol emphasizes that the note is private and is visible to the other agents only:
As an alternative, private notes can be used as a bookmark too. This can help to recall the important points discussed in the earlier conversation with another agent rather than digging the chat feed manually.
# How to create a human-agent service for a website
Chat personally with a website visitor/customer using Conversation Management. Learn to create an inbox, generate a script, embed it into a web page, and chat live with customers.
Conversation Management is a conversation tool that lets you create a human-agent service as well as chatbots that create a live user experience, answer queries using AI in real-time, and clear all the doubts of a user while visitors exploring your website. Excited? Then, let’s take a tour of how to create a human-agent service that embeds with a website and makes communication simpler.
## Creating a human-agent service
To create a human-agent service, sign in to your [Conversation Management](https://chat.quickwork.co) account with your registered email ID and password. If you don't have an account yet, click on the **Create new account** link and create one:
Once you have signed in, you will be taken to the **Conversations** dashboard as shown here:
To create a human-agent service, click on the **Settings** tab on the left-hand side panel and click the **Inbox Settings** tab. Then, click the **Add New Inbox** button. You will get a list of channels that Conversation Management support. It supports the following channel options:
* **Website**: This is used to create a human-agent service/chatbot for a designated website. It will create a live website chat widget through which visitors can interact with the agents and bots.
* **Multichannel**: This is used to create a human-agent service/chatbot for a designated website and social media channels such as Facebook, WhatsApp, LINE, Slack, etc:
Since we are creating a human-agent service for a website, select the **Website** channel option:
The next step is to customize your inbox. In the **Customize Inbox** tab, you'll see a form-like page where you need to enter the details of your human-agent service. Here are the input fields to be filled:
* **Widget Name**: The name of the chatbot widget. E.g., Food expert human-agent service. This widget will get embed at the bottom right-hand side corner of the website.
* **Website Domain**: The URL or domain of the website to which you want to integrate your human-agent service. You can also deploy a local HTML file on the web browser such as file:///C:/Users/kashmira/Desktop/Samplewebsite.html.
* **Widget Color**: Select the color for your website widget as per the theme of the website.
Click the **Continue** button. You'll be taken to the **Add Agents** tab where you can add one or more agents to this inbox as per your requirement:
Click the **Continue** button. You'll be taken to the **Finish Setup** tab where you can see a **Messenger Script** of the human-agent service:
Now, open the website code in an editor of your choice and paste this script within the `head` tag:
Save the code and launch it on a web browser. You'll see a chat widget embed on your website on the right-hand side corner of your screen. When you'll click the widget icon, a chat window will pop up and is now ready for your assistance:
## Executing the human-agent service
Send a message, say **Hello**, to the chat window. As soon as a message hits the chat window, a notification can be seen on the Conversation Management dashboard under the **Conversations** tab. Select the **Food expert human-agent service** inbox by clicking the conversations icon and click on the user chat to view the conversation. If you still face the issues to see the conversation, select the **All** option from the filter drop-down menu:
{% hint style="info" %}
Here, the name of the user who has sent a message gets a dummy name i.e. **Spring-Dawn-515**. You can edit this name and other information by clicking the **Edit** icon under the **Personal Information** section.
{% endhint %}
Now, you or an agent can start the conversation with the user by typing the message in the text field, say ***How may I help you? Please enter your email address for verification**:*
As soon as you send a response, the user will get a message in real-time on the chat window as shown here:
In this way, a human-agent service by Conversation Management not only helps to streamline the conversation but also looks into lead enrichment as it records the information of each user or visitor reaching you via your web portal.
# How to update the inbox details
Power up your existing inbox details by introducing a heading and body text with location and file upload option enabled. Add a bot and widger icon with a color that matches the theme of a website.
Any inbox created in Conversation Management, whether it's a human-agent service or a chatbot, can be easily edited for its relevant set of features. Through quick adjustments, an inbox can be empowered with a set of features that would transform a hardcoded chatting interface into an enterprise-grade level messaging platform with enhanced customer experience.
Let's walk through this document and find out how effectively a raw scripted inbox gets a new look that would ease a customer's success journey.
## Previous case
In the [previous document](https://docs.chat.quickwork.co/how-to-create-a-human-agent-service-for-a-website-using-quickwork-chat), we have created a human-agent service called **Food expert human-agent service** and saw a demo of the messages getting exchanged between a user and an agent. It appeared as follows:
This human-agent bot serves just as a medium of communication through the exchange of raw texts. However, a full-fledged messaging service does a lot more than this. Let us edit this inbox.
## Editing the inbox
Log in to the Conversation Management account as an admin and click the **Settings** tab on the left-hand side panel. Click the **Inbox Settings** tab and select the inbox you want to edit i.e. **Food expert human-agent service**:
{% hint style="info" %}
Agents have no edit rights to the inboxes. They can only create/edit/delete canned responses to be used during the conversation.
{% endhint %}
### General
The **General** tab has the following fields:
1\. **Name**: The current name of the inbox will apparently become the name of the human-agent service/chatbot. Let's change this to **Medicare human-agent service**.
2\. **Introduction Heading**: This is the heading of the human-agent service/chatbot that appears in the header when the widget opens. Let's give a heading as **PharmEasy Health Services**.
3\. **Introduction Body**: This text acts as a subtitle of the bot. It can be used to emphasize the function of the bot as well. The body text appears just below the heading. Let's give a subtitle as **Medical emergencies right at your doorstep!**
4\. **Widget Color**: It contains a color pallet from which you can choose the color of the widget. The selected color gets reflected automatically for the widget on a website, Android, or iOS device. Let's select the **blue** color for the widget:
5\. **Bot Icon**: This field allows you to attach a customized image/icon for the bot. The bot icon is a profile image of the bot. It can be seen in the header and beside the messages been received on the chat screen. This field supports images/icons that are publicly available on the internet or locally stored with extensions `.jpg`, `.png`, `.bmp`, etc. The image dimension must be 200x200 px and its size must not be greater than 1 MB. Let's use the following URL as a bot icon: `https://images.assetsdelivery.com/compings_v2/sashaka/sashaka1711/sashaka171100064.jpg`.
6\. **Widget Icon**: This field allows you to attach a customized image/icon for the chatbot widget. This icon appears at the bottom right-hand side corner of the screen both on the website and Android/iOS app. This field supports images/icons that are publicly available on the internet or locally stored with extensions `.jpg`, `.png`, `.bmp`, etc. The image dimension must be 200x200 px and its size must not be greater than 1 MB. Let's use the following URL as a bot icon: `https://cdn2.iconfinder.com/data/icons/chatbot-line/100/chatbot-07-512.png`
**Note**: You can see the preview of these image icons beside the text-field area:
Now, click the **Save Changes** button and move to the **Toolkits** tab.
### Toolkits
The **Toolkits** tab contains tech-specific details of the inbox:
1\. **Inbox ID and API key**: Each inbox has a unique identifier associated with an alpha-numeric API key. These credentials are used to connect the inbox with the Quickwork Journey Builder in order to achieve messaging automation.
2\. **Messenger script**: This is the script that gets generated at the end of the successful creation of an Inbox. It contains a `BASE_URL` and the `WEBSITE_TOKEN` that acts as a unique identifier for each inbox to be embedded within the code of a website. In case, if you have missed copying this script at the time of inbox creation, you can copy it from this page:
3\. **SDKs**: This section comprises two options to get familiar with the toolkits; Android and iOS SDKs. These toolkits are an integral part of Android/iOS devices and they can be easily embedded using respective SDKs. Visitors, users, customers, etc. can then communicate through their Android/iOS devices to an agent or a bot via Conversation Management similar to the way they interact through the website web widget. For any support, click the **Check Documentation** button and know more about embedding inboxes in Android and iOS devices in a few minutes:
### Agents
1\. **Auto Assignment**: This field contains radio buttons ensuring whether you want to automatically assign the conversation of this inbox to agents or not. The default value is **On**. If there is more than one agent in the account, the round-robin method is used to assign the conversations.
2\. **Agents**: You can add agents to this inbox from the drop-down menu. If you want to remove the agents click the cross sign associated with the agent names. If you don't have any agents added to your account, refer to the [Agents](https://docs.chat.quickwork.co/agents) document:
Click the **Save Changes** button and move to the **Webhook** tab.
### Webhook
1\. **Webhook**: Webhook listens to an incoming event and responds to it correspondingly. For example, if a user signs up on a web page, the attached webhook initiates a call to the server to send a confirmation email to the user. In the case of Conversation Management, a webhook is used to connect a human-agent bot with the integration platform, Quickwork Journey Builder. Upon successful configuration, messages sent from the user get replied automatically, converting a human-agent service to a full-fledged chatbot. Click [here](https://docs.chat.quickwork.co/how-to-create-a-chatbot-using-quickwork-chat-and-quickwork-journey-builder#using-quickwork-journey-builder-to-create-a-chatbot) to know more. Currently, leave this field empty.
2\. **Events**: This option lets you receive incoming messages through a webhook event of Quickwork Journey Builder that helps agents/admins to send messages, buttons, images, etc.
It can also be used to send welcome messages to a new user or visitor each time stepping-in on a web widget. Let the checkbox remain unticked in our case:
### Permissions
This tab contains a set of features that can be enabled/disabled for an inbox as per the business requirement:
1\. **Location Button**: This section contains a pair of radio buttons to **Show** or **Hide** the location icon beside the text area on the right-hand side of the web widget. The **Show** option is pre-selected by default.
2\. **File Upload Button**: This section contains a pair of radio buttons to **Show** or **Hide** the file upload icon beside the text area on the right-hand side of the web widget. By default, the **Hide** option is selected. Select the **Show** option. This will allow you to upload images, audios, videos, etc. of up to 10 MB from the local device storage, whether PC or mobile devices:
3\. **Dashboard Notifications**: Toggling **On** the radio button of this field will trigger a notification sound whenever a user sends a message through the web widget to an agent or a chatbot. This sound act as an alert while an agent/admin is off the dashboard screen. The default notification sound setting is **On** for all the conversations. If an agent does not want to hear the same, he/she can turn it **Off**:
4\. **Firebase Server Key**: This key allows you to trigger real-time notifications for an incoming message on Android and iOS devices whenever you are inactive in the chat window. This feature is purely meant for mobile devices. To get this key, you need to have a project created in[ Google Firebase Console](https://console.firebase.google.com). Then click the **Settings (cog wheel)** icon next to your project name and navigate to **Project Settings** > **Cloud Messaging**. You'll get the server key. Click [here](https://firebase.google.com/docs/cloud-messaging/android/client) to know more. Currently, we are updating the website widget, leave this field empty:
Click the **Save Changes** button and move to the **Labels** tab.
### Labels
Labels are custom tags used to define more about the item to which it is assigned. In our case, labels or tags describe the nature of conversations happening between a user and an agent or chatbot. Click on the **Add Label** button and create the **High priority** label for this inbox. You can assign these labels to any conversation from the **Conversations** dashboard:
## Saving the changes
We have updated the widget color, title, description, bot icon, widget icon, and enabled the file upload button for this inbox. Now reopen/refresh the Conversation Management Inbox in a web browser. The Conversation Management human-agent service seems enhanced from the first appearance. Look at the following GIF:
In this way, you can polish the appearance of the chatbot or human-agent service bot and make it an integral part of your website or app.
# How to create a chatbot using Quickwork
Create a chatbot that sends automated replies to a customer on a web widget in integration with Quickwork. Learn the procedure of creating a chatbot with an appealing workflow using Quickwork.
Creating a chatbot using Conversation Management and Quickwork is quite simpler. Quickwork sends automated messages to a user, upon proper configuration, acting as a full-fledged chatbot eliminating the need for a human agent. Let's create a simple journey in Quickwork and understand the procedure to create a chatbot.
## What is Quickwork
Before moving towards bot creation, let us know what is Quickwork. Quickwork is an integration and automation platform chosen by enterprises to build workflows, publish APIs, and manage conversations. Integrated apps using Quickwork, send and receive data seamlessly using triggers and actions to achieve the next level of automation.
Visit to use the product and refer to to understand its working.
## Use case
*"Reply to a user on the **Conversation Management widget automatically whenever a new message is received from the user."*** According to this use case, **New text message** is the trigger, and **Send text message** is the action to be used from the **Conversation Management by Quickwork** adaptor supported by the journey builder.
## Choosing an inbox
Log in to your Conversation Management account as an admin and select an inbox that has a human-agent service configured. For simplicity, let's select the **Medicare human-agent service** that we edited in the previous document:
{% hint style="info" %}
If you don't have any Inboxes in your account, create one. Refer to the [*How to create a human-agent service for a website*](https://docs.chat.quickwork.co/how-to-create-a-human-agent-service-for-a-website-using-quickwork-chat) guide to create an Inbox and deploy it on a web browser.
{% endhint %}
Now move to the **Toolkits** tab and make a note of the **API Keys** and **Inbox ID** of this inbox. Next, move to the **Webhook** tab. It contains the **Webhook** field. This input field is crucial and used only in terms of integration while creating a chatbot. If you wish to send and receive the messages through your messaging service or an integration platform such as Quickwork, specify the webhook URL as an HTTP webhook endpoint in this input field:
To get the webhook, switch to Quickwork where we'll be creating a basic journey that will trigger a message automatically.
## Using Quickwork to create a chatbot
Log in to [Quickwork](https://automation.quickwork.co) and create a new journey, say **Conversation Management chatbot configuration**. Let's start configuring a trigger first:
1. In the **Event** section, search for **Conversation Management by Quickwork** app as a new trigger under the **Apps** list.
2. Select the trigger event, **New text message**, from the **Triggers** drop-down menu field.
3. Create a new connection by following these steps:
1. Click the **Link Account** button.
2. The **Connect to Conversation Management by Quickwork** window will pop up. Paste the **API Key** and **Inbox ID** of the **Medicare human-agent service**.
3. Click the **Link Account** button. Your connection is now established. Click [here](https://helpdesk.quickwork.co/hc/en-us/articles/360051481693-Quickwork-Chat-Connecting-your-account) to know more:
4\. In the **Event** field, enter **new message** as an event.
As soon as you complete specifying all the input, Journey Builder will return a Webhook URL as shown in the following figure:
Now, copy this URL, return to the Medicare human-agent service inbox, and paste this webhook URL in the **Webhook** field. Also, checkmark the **Events** checkbox. Then, click the **Save Changes** button:
Your Medicare human-agent service inbox has been integrated with Quickwork and the **Conversation Management by Quickwork-New text message** trigger has been configured successfully. It will look like this:
## Configuring Conversation Management by Quickwork-Send text message action
To do this, follow these steps:
1. Click the **Simple Action** button and choose the **Conversation Management by Quickwork** app from the **App** drop-down menu field.
2. Select the **Send text message** action in the **Actions** list.
3. The journey builder will automatically connect the same Conversation Management Inbox as we have already done in the trigger section.
4. In the **Message** field, enter the message that the journey builder should send to a user acting as a chatbot. E.g., *Hi there! We're so glad you stopped by. Chances are you are looking for something in particular. Whether it's tech support, product info, or useful resources, we've got you covered. What can we help you with today?*
5. In the **Conversation ID** field, drag and drop the `Conversation Id|Trigger` data pill from the **App Data-New text message trigger output**:
7\. In the **Private** field, select **No** as an input from the drop-down menu. This\
will ensure that the sent messages are visible to the customer in the chat window.\
Selecting **Yes** as an input will consider the sent messages as a private\
conversation among the agents and would eventually not be visible to\
the customers.
## Executing the journey
Save the Journey by clicking the **Save changes** button and start the execution by hitting the **Start Journey** button. You'll be redirected to the **History** tab automatically. Currently, it would have no entries to display.
## Testing the chatbot
Now, open the HTML file or the website in a web browser containing the Medicare human-agent service inbox. Send a message, ***Hello*** to the chat window. As soon as you send the message, the journey builder will send a response, which we had specified during action configuration, immediately to you on the chat window:
This way of chatbot configuration not only makes you understand the working of the journey builder but also lets you create numerous journeys and chatbots without any coding. Any human-agent service inbox can be converted to a chatbot using this method. You can also build smarter chatbots that send custom questions, quick replies, carousels, postback messages using Conversation Management by Quickwork actions that the journey builder supports.
## Passing custom payload
As mentioned earlier, pasting the Inbox script in the HTML code embeds the chat widget on the web portal through which communication could be initiated easily. However, this analogy leads to a conversation in the support panel with a haphazardly assigned random user name and email address for a genuine visitor. Thus, it becomes difficult to recognize the actual potential customers through their genuine identification. Custom payloads help you to deal with such dilemmas.
To use these, go to the Inboxes window where the script for your inbox is generated. Scroll down and copy the messenger script that has custom payloads with keywords such as `name`, `email`, `created_at`, and `custom_payload` under the `settings` object:
* `name`: The genuine name of the user you want to get reflected in the support panel. E.g., John Doe.
* `email`: The genuine email address of the user. E.g., .
* `created_at`: The accurate timestamp of the conversation being created. E.g., Mon March 23 2020 17:01:15 GMT+0530.
* `custom_payload`: An object of payloads that you want to pass. It could be information related to sign up, log in details, or could contain a set of login credentials of a user.
Open the HTML file and paste the whole `settings` object below the `baseURL: BASE_URL` tag. Then replace the dummy input values of the above-mentioned fields with the real ones as shown in the following figure:
.jpg?alt=media\&token=389d5ac9-06c0-4963-9700-76a14c1a2164)
Now run the file in the web browser. You'll see that a conversation is created in the support panel reflecting the real name of the user that you have specified and not with a lame name such as *bold-grass*.
Upon successful execution, you can see that the Conversation Management by Quickwork trigger passes the custom payload to the further actions configured in a journey:
This is an add-on feature that Conversation Management has adopted to smoothen your conversations.
# How to embed a web widget in an existing Android app using Conversation Management's SDK
Embed Conversation Management's Android SDK to use the widget in your android app, communicate with agents, or use the chatbot within your existing mobile app.
Making changes in an existing system or integrating a new system with your existing one is a tedious task at times owing to the number of code changes you need. However, with Conversation Management, this is not the case. In a few easy steps, you can easily embed a chatbot in your existing android application without making any changes to your existing code.
## Introduction
Adding a chatbot to your application involves the following two steps:
1. Importing the SDK
2. Adding the code
SDKs are a generic software development kit that helps developers bring features created by others in the applications they are creating.
## Importing the SDK
To start importing the SDK, click [here](https://quickwork-chat-files.s3.amazonaws.com/android-sdk/quickworkchat_android_sdk_v1.aar) to download the `.aar` file in to your system. Now, open the **File** menu option in the toolbar and click on the **Project Structure** option. You can also open the **Project Structure** window directly by the hitting the keyboard shortcut **Ctrl+Alt+Shift+S** for a *Windows* machine or **Command + ;** for a *Mac*:
The provided SDK has to be added as a module to your project to embed the chatbot in your app. To add this, open the **Modules** section from the navigation menu on the left. Now, click on the **+** icon in the **Modules** tab and select the type of module you want to add. The SDK provided to you is the `.aar` package. Select the respective option and click on **Next**:
Now browse the location of the SDK sent to you. Select it from the folder where you have saved it. Once selected, click **Finish**:
After clicking the **Finish** button, you'll return to the **Project Structure** window. Click on **Apply** to save all the changes done. The SDK has now been added to the project as a module. The SDK's name will also reflect under the **Modules** tab which denotes the modules present in the project:
The next step is to create a dependency for the module (SDK) added. To add a new dependency, switch to the **Dependencies** section from the navigation menu on the left. Now under the **Modules** tab, click on the application's module. A new section appears on the right which displays all the declared dependencies. Click on the **+** icon indicated below to declare a new dependency. Now, select the **Module Dependency** option from the drop-down since the dependency being added is a module:
A new dialog box will open showing all the modules present in the project. Click on the checkbox beside the SDK's module and then click on **OK**:
Once you click on **OK**, the **Project Structure** dialog box will reappear. Click the **Apply** button to save all the changes done. Click on **OK** to finish this procedure and perform a [gradle sync](https://docs.gradle.org/current/userguide/what_is_gradle.html) in your project.
The SDK has now been successfully imported into the existing project and will be used to embed a chatbot within.
## Adding the code
After importing the SDK, you just need to add a few lines of code to make your app chatbot ready.
To start with, open the app-level `build.gradle` file present under the gradle scripts and add the following dependencies:
```java
implementation 'com.google.android.gms:play-services-location:17.0.0'
implementation 'com.google.android.gms:play-services-maps:17.0.0'
implementation('com.squareup.okhttp3:okhttp:4.4.0')
```
Now, open the AndroidManifest.xml file and add the following permissions:
```java
```
The above permissions are needed to access the location when using the location feature and also to access the internet to send and receive messages while using Conversation Management of course.
Now, in the same file, we’ll be adding the following code to add the google maps API key:
```java
```
{% hint style="info" %}
This is an optional feature. If you don’t need the google maps UI while fetching the location or if you won’t be using the location feature at all, you can completely skip this step.)
{% endhint %}
Now lastly, you’ll add the code given below on the listener of the button via which you want to open the bot:
```java
Intent intent = new Intent(MainActivity.this, co.quickwork.chat.MainActivity.class);
intent.putExtra("botId", "ADD_YOUR_WEBSITE_TOKEN_HERE");
startActivity(intent);
```
You will be provided with a bot ID if you are using only the android SDK or you can simply copy the website token present in your web script. The bot ID/website token is universal and does not differ depending on the channel being used:
The project is now ready to run. Run the project and check the output on the emulator. After checking the output, an `.apk` can be built and an update can be released on your app distribution channel for all the users.
### Passing custom payload
To use these, go to the Inboxes window where the script for your inbox is generated. Scroll down and copy the messenger script that has custom payloads with keywords such as `name`, `email`, `created_at`, and `custom_payload` under the `settings` object:
* `name`: The genuine name of the user you want to get reflected in the support panel. E.g., John Doe.
* `email`: The genuine email address of the user. E.g., .
* `created_at`: The accurate timestamp of the conversation being created. E.g., Mon March 23 2020 17:01:15 GMT+0530.
* `custom_payload`: An object of payloads that you want to pass. It could be an information related to sign up, login details or could contain a set of login credentials of a user.
Now, add the code given below on the listener of the button via which you want to open the bot:
```java
Intent intent = new Intent(MainActivity.this, co.quickwork.chat.MainActivity.class);
intent.putExtra("botId", "c***************r34g");
intent.putExtra("name", "John Doe");
intent.putExtra("email", "johndoe@gmail.com");
intent.putExtra("created_at", "Mon Mar 23 2020 17:01:15");
intent.putExtra("custom_payload", "custom_payload");
startActivity(intent);
```
This is an add-on feature that Conversation Management has adopted to smoothen your conversations.
# How to embed a web widget in an existing iOS app using Conversation Management's SDK
Embed Conversation Management's iOS SDK to use the widget in your iOS app, communicate with agents, or use the chatbot within your existing mobile app.
Adding a chatbot to your application involves the following three steps:
1. Importing the framework
2. Adding the code
3. Passing custom payloads
Importing the framework
To start importing the framework, follow these steps:
1. Click `here` to download the `.framework` file into your system. Now suppose you have a project named `SampleProject` in which you have to integrate the framework so you have to go to the project path in Finder and paste your downloaded framework below the `.xcodeproject` or `.xcworkspace` file:
2\. Now add the framework in our project. Open the project in Xcode and select **SampleProject** from the project navigator pane. Then navigate to **TARGETS** > **General** and click the + icon under the **Framework, Libraries, and Embedded Content** section:
3\. A drop-down menu will appear asking to choose the framework. Click on the **Add Other...** option and then click the **Add Files…** option:
4\. Now, navigate to your project path and select the `QWChatFramework.framework` file which we have copied in *Step 1* and click **Open**:
5\. You can see the framework in your project navigator tab under the `Frameworks` folder:
## Adding the code
1\. First, disable the bitcode of your project. To do this, select the `SampleProject` from the project navigator pane. Then go to **Build Options** and search for the **Enable Bitcode** option. Click **No** to disable it:
2\. Now, search for the **Build Phase** option and click the **+** button. Select the **New Run Script Phase** option from the drop-down menu options:
3\. The **Run Script** window will open. Copy and paste the following code into the script area: So it will look like the below figure:
```
APP_PATH="${TARGET_BUILD_DIR}/${WRAPPER_NAME}"
# This script loops through the frameworks embedded in the application and
# removes unused architectures.
find "$APP_PATH" -name 'QWChatFramework*.framework' -type d | while read -r FRAMEWORK
do
FRAMEWORK_EXECUTABLE_NAME=$(defaults read "$FRAMEWORK/Info.plist" CFBundleExecutable)
FRAMEWORK_EXECUTABLE_PATH="$FRAMEWORK/$FRAMEWORK_EXECUTABLE_NAME"
echo "Executable is $FRAMEWORK_EXECUTABLE_PATH"
EXTRACTED_ARCHS=()
for ARCH in $ARCHS
do
echo "Extracting $ARCH from $FRAMEWORK_EXECUTABLE_NAME"
lipo -extract "$ARCH" "$FRAMEWORK_EXECUTABLE_PATH" -o "$FRAMEWORK_EXECUTABLE_PATH-$ARCH"
EXTRACTED_ARCHS+=("$FRAMEWORK_EXECUTABLE_PATH-$ARCH")
done
echo "Merging extracted architectures: ${ARCHS}"
lipo -o "$FRAMEWORK_EXECUTABLE_PATH-merged" -create "${EXTRACTED_ARCHS[@]}"
rm "${EXTRACTED_ARCHS[@]}"
echo "Replacing original executable with thinned version"
rm "$FRAMEWORK_EXECUTABLE_PATH"
mv "$FRAMEWORK_EXECUTABLE_PATH-merged" "$FRAMEWORK_EXECUTABLE_PATH"
done
```
5\. Now right click on your `info.plist` file in the project navigator pane. Select **Open As** > **Source Code** option:
6\. Copy and paste the following code in the `info.plist` source code. It is illustrated in the following figure:
{% hint style="info" %}
The following code is for the allowance of location permission in iOS device. It is editable as per your requirements
{% endhint %}
```
NSAppTransportSecurity
NSAllowsArbitraryLoads
NSLocationAlwaysUsageDescription
This will be used to locate current location
NSLocationAlwaysAndWhenInUseUsageDescription
This will be used to locate current location
NSLocationWhenInUseUsageDescription
This will be used to locate current location
```
## **Passing custom payloads**
You have successfully added the framework in your project. Now import `QWChatFramework` in your swift file and you can use the below code for our Chat Screen:
```
let data = GlobalVaribales()
data.botId = "c***************r34g"
data.name = "John Doe"
data.emailId = "johndoe@gmail.com"
data.created_at = "Mon Mar 23 2020 17:01:15"
data.custom_payload = "custom_payload"
ChatViewController.getAccessForController(data: data, onSuccess: { (controller) in
self.navigationController?.pushViewController(controller, animated: true)
}, onFailure: { (errorMsg) in
print("\(errorMsg)")
})
```
To use these, go to the **Inboxes** window where the script for your inbox is generated. Scroll down and copy the messenger script that has custom payloads with keywords such as `name`, `email`, `created_at`, and `custom_payload` under the `settings` object:
* `.name`: The genuine name of the user you want to get reflected in the support panel. E.g., John Doe.
* `.emailId`: The genuine email address of the user. E.g., .
* `.created_at`: The accurate timestamp of the conversation being created. E.g., Mon March 23 2020 17:01:15 GMT+0530.
* `.custom_payload`: An object of payloads that you want to pass. It could be an information related to sign up, login details or could contain a set of login credentials of a user.
Now, add the above given on the listener of the button (web widget) via which you want to open the bot.
# How to connect Facebook Messenger with a human-agent service
Integrate Facebook Messenger with Quickwork to chat with Facebook users and solve their queries. Eliminate the constraint of web widgets since messaging platforms are more prominent for conversations.
In the previous document, we used the multichannel feature and configured journeys allowing agents to interact with the users on WhatsApp. This document is a resemblance that features Facebook Messenger as a communication channel integrating with Conversation Management. Let's drill through this document and understand the usage of the multichannel feature using Facebook Messenger.
## **Use case**
Communicate with a user on **Facebook Messenger** and make him/her understand the product functioning using **Conversation Management** as a messaging platform.
To implement this use case, we need to build two journeys with the following two adapters. The journeys will execute in synchronization thus facilitating the flow of messages in real-time:
1. Conversation Management by Quickwork
2. Facebook Messenger
## **Creating a multichannel inbox**
Login to your Conversation Management dashboard and click the gear icon located on the left to open the **Settings** section. Click on **Inbox Settings** from the navigation menu on the left and then click on the **Add New Inbox** button to start creating a new inbox. Select the **Multichannel** option to proceed:
Enter a name for the inbox, for example, **FBM Communication**, and click **Continue**. Add any agents if you want to assign specific agents for this inbox or else assign it to yourself and then click **Continue**. Your inbox is now ready. Scroll down and click on the **Go To Dashboard** button to redirect to the conversations dashboard of the respective inbox which will be blank as of now.
## **Creating the first multichannel journey**
Let’s create the first journey that will fetch new messages sent by users from Facebook Messenger and will forward those to a Conversation Management agent.
### **Configuring the trigger**
1. Create a new journey named **New message from an FBM user**.
2. Under the **Event** section, choose the **Facebook Messenger** app from the **Apps** list present right below the **New Trigger** button.
3. Select the trigger event as **New text message** from the drop-down menu in the **Triggers** field.
4. To authorize and connect your **Facebook Messenger account**, click on the **Link an account** button. Click [here](https://helpdesk.quickwork.co/hc/en-us/articles/360052817453-Facebook-Messenger-Connecting-your-account) to know how to connect to Facebook Messenger. You can either use an existing connection from the drop-down or click on the **+ Create new connection** option to create a new connection.
5. On clicking the **Link an account** button, the **Connect to Facebook Messenger** window will appear. Enter a new name for your connection and the **Page ID** and click on the **Link account** button:
6\. On clicking the **Link Account** button, you will be redirected to Facebook’s permission management page. Select your suitable configuration and continue:
7\. Once the authorization has been completed, the new window that had opened for Messenger’s authorization will automatically close and you will get a notification message in the journey stating Your connection has been successfully established. Your trigger should then look like this:
### **Configuring the action**
To do this, perform the following steps:
1. Under the **Steps** section, click on the **Simple Action** button.
2. Choose the **Conversation Management by Quickwork** app from the drop-down menu present in the **Apps** field.
3. Select the **Forward message to agent** action in the **Actions** field.
4. Create a new connection with the **FBM Communication** inbox that you had just created. To do so, click the **+ Create new connection** option if you have existing Conversation Management by Quickwork connections, and then click on the **Link an account** button and specify the **API key** and **Inbox ID** of this inbox. You’ll get these in the **Toolkits** window of the FBM communication inbox present in the **Inbox Settings** option on the **Settings** page. After entering the required data, click the **Link account** button:
**Note**: The **API key** is common for all the inboxes of an account whereas the **Inbox ID** is unique for each inbox.
5\. Once the connection has been successfully created, the input fields will open up automatically. Drag the `Sender ID` and `Text Message` data pills from the **Data Tree Output** and drop them into the **Multichannel Identifier** and **Message** fields, respectively. Select **Facebook Messenger** as the **Multichannel type** from the drop-down given. Your action should now look like this:
6\. Click the **Save changes** button and start the execution by clicking the **Save & Start** button.
## **Creating the second multichannel journey**
Let’s configure the second journey which will allow an agent to reply to the user’s queries on Facebook Messenger via the Conversation Management portal.
### **Configuring the trigger**
Follow the steps as given below:
1. Create a new journey named **Reply from QC agent to the Facebook Messenger user**.
2. Under the **Event** section, choose the **Conversation Management by Quickwork** app from the **Apps** list present right below the **New Trigger** button.
3. Select the trigger event, **New agent message**, from the drop-down menu present in the **Triggers** field.
4. From the drop-down menu of selecting existing connections use the same connection that you had created in the previous journey with the inbox named **FBM communication**.
5. In the event field, enter the text **Message from an agent**. The journey builder will return a webhook URL as shown below:
6\. Now copy this URL and go to **Inbox Settings** for the FBM Communication inbox in your Conversation Management account. Then go to the **Webhook** tab and paste this URL in the **Agent Response Webhook** field:
7\. Click the **Save Changes** button. Your successfully configured trigger shall now look like this:
### **Configuring the action**
To do this, follow the given steps:
1. Under the **Steps** section, click on the **Simple Action** button and choose the **Facebook Messenger** app from the drop-down menu in the **Apps** field.
2. Select the **Send Message** action from the drop-down menu present in the **Actions** field.
3. Select the same existing connection which was created in the previous journey for the Facebook Messenger account in the drop-down menu with the title **Existing connections of Facebook Messenger** and then click on the **Link Account** button.
4. Once the connection has been successfully created, all the input fields will get loaded.
5. Select the **Message type** as **Response** from the drop-down.
6. Now drag the `MultiChannel Identifier` data pill from the **Data Tree Output** and drop it in the **Recipient** field.
7. Similarly, drag the `Content` data pill from the **Data Tree Output** and drop it into the **Message text** field.
8. Your action should now look like this:
9\. Now click the **Save changes** button and then the **Save & Start** button to push it in execution.
## Executing the multichannel functionality
1. Open your Facebook Messenger account and find the page with which you have created a connection in your journeys from the Search bar if it is a new conversation.
2. Now let’s send a **Hi** and check if we receive the same on our dashboard in our **Conversation Management** account.
3. Now to check if the agent has received the message or not, let’s go back to the Conversation Management dashboard. Click on the **Conversation icon** on the left and select the inbox named **FBM communication**.
4. Now in the filters dropdown above, which is located exactly beside the inbox name, use that to select the **Unassigned** filter option:
You shall now see all the conversations that you receive on the connected page from Facebook Messenger here. As soon as you text via Facebook Messenger, you will see a conversation get created here as shown below. Click on it to open it:
Now the agent can start sending messages to the user directly from the dashboard and users, too, can follow up with agents directly and conveniently on Facebook Messenger:
The agent’s response gets automatically synced on Facebook Messenger as well and the user receives the response sent by the agent via Conversation Management’s dashboard:
Hence this is how a human agent can connect with a user on Facebook Messenger with the help of Conversation Management and Quickwork.
# How to connect WhatsApp with a human-agent service
Use the multichannel feature to communicate with WhatsApp users in real-time. Build a journey using Quickwork, integrate Conversation Management and WhatsApp, and start the conversation at ease.
Conversation Management is powered to interact with customers via various messaging platforms such as WhatsApp, LINE, Facebook Messenger, etc. in integration with Quickwork Journey Builder. The **Multichannel** feature allows admins and agents to communicate with customers available on any of the above-mentioned messaging platforms and enables them to view all the conversations in real-time on a single dashboard. Messages received through different channels get highlighted with respective channel identifiers. Looking at this, it becomes easy for an agent to identify the point of origin of the customer and what the nature of communication will be. This helps to broaden the customer’s reach by not just getting confined to the website portal.
Communicating with customers on their choice of messaging platforms imposes a good sign of future relations instead of begging the customer to move to a confined chat window for any purpose.
To understand multichannel more in detail, let's take a use case and build a journey that explains the functionality more precisely.
## **Use case**
Communicate with a **WhatsApp** user and make him/her understand the product functioning using **Conversation Management** as a messaging platform.
To implement this use-case, we need to build two journeys with the following two adaptors which will execute in synchronization for the flow of messages in real-time:
1. Conversation Management by Quickwork
2. WhatsApp by Gupshup
## Prerequisite
According to the use case, the user should have an active Whatsapp Business account with access to Whatsapp Business API. The user can then integrate these platforms with Conversation Management using [Quickwork](https://docs.quickwork.co). Here in the example, we'll be using WhatsApp by Gupshup APIs to integrate and communicate. Before integration, a user must have an app registered in his/her Gupshup account. Follow these steps to do so:
1. Log in to [WhatsApp by Gupshup](https://www.gupshup.io/whatsapp/dashboard) account using Google sign-in. \
\
**Note**: The same WhatsApp by Gupshup account to be used for authorization while configuring the journey in Quickwork.
2. You'll be redirected to the **WhatsApp** dashboard.
3. Click the blue-colored **+** icon to create a new **WhatsApp Messaging App**. Then click the **Access API** button.
4. Enter the name for the Whatsapp app you are creating, say **ConversationManagementMultiChannel**. The user will interact with this bot on WhatsApp in the execution phase:
5\. Click the **Submit** button. You'll be driven through a couple of steps that\
give an overview of the app created. Simply click on the **Next** button. Your app has now been created\
successfully. You can check the phone number allotted to you in the **Send messages to desired**\
**recipients** section.
{% hint style="info" %}
Gupshup provides a sandbox environment supporting WhatsApp APIs with a static phone number using which testing of an app and configuring a journey could be done easily.
{% endhint %}
## Creating an inbox
Go to Conversation Management and create a multichannel inbox named **Whatsapp communication**. To do this, click on the gear icon (**Settings**) > **Inbox Settings** > click the **Add New Inbox** button > and select the **Multichannel** option:
Enter the name for the inbox as **WhatsApp communication** and click **Continue**. Add any agents if you want and proceed further. Your inbox is ready. Now to monitor the conversations belonging to this specific inbox, click the **Conversations** icon and select **WhatsApp communication**. You'll be redirected to its conversation dashboard which is blank as of now:
## Creating the first multichannel journey
Let's create a journey that will fetch a new message from a WhatsApp user and forward it to a Conversation Management agent
### Configuring the trigger
1. Create a new journey named **New message from WhatsApp user**.
2. Under the **Event** section, choose the **WhatsApp by Gupshup** app from the drop-down menu in the **Apps** field present right below the **New Trigger** button.
3. Select the trigger event, **New text message**, from the drop-down menu in the **Triggers** field.
4. For authorizing and connecting your **WhatsApp by GupShup** account, select an existing connection from the drop-down or create a new connection. Click [here](https://helpdesk.quickwork.co/hc/en-us/articles/360051441473-WhatsApp-by-Gupshup-Connecting-your-account) to know how to create a new connection. While creating a new connection, a **Connect to WhatsApp by Gupshup** dialog box will appear. Fill all the required fields carefully as shown below:
5\. The input fields will open up automatically after a successful connection. In the **Message** field, enter the welcome message for the user. E.g., *Hello, welcome to Conversation Management multichannel service. How may I help you?* and select **Yes** as an input to **Send Welcome Message**:
6\. As soon as you do this, Journey Builder will return a Callback Webhook URL as shown in the following figure. You need to paste this URL to listen for incoming messages from WhatsApp user:
7\. Copy this URL, go to your app created in **Gupshup**, click the **ConversationManagementMultichannel** app, and search for the **Callback URL / Link your Bot** section. Now, toggle **ON** to enable the **Enter your Callback URL** field, paste the above callback URL, and click **Set**:
8\. Your successfully configured trigger will look like this:
### Configuring the action
To do this, follow these steps:
1. Under the **Steps** section, click the **SImple Action** button.
2. Choose the **Conversation Management by Quickwork** app from the **Apps** drop-down menu field.
3. Select the **Forward message to agent** action in the **Actions** field.
4. Connect the **WhatsApp communication** inbox to establish the connection. Click the **Link an account** button and specify the **API key** and **Inbox ID** of this inbox. You'll get these in the **Toolkits** window of the **WhatsApp communication** inbox. Click the **Link account** button:
{% hint style="info" %}
The API key is common for all the inboxes of an account whereas Inbox ID is unique for each inbox.
{% endhint %}
5\. The input fields will open up automatically after successful connection establishment. Drag the `Sender ID` and `Text` data pills from the **Data Tree Output** and drop it in the **Multichannel identifier** and **Message** fields, respectively. Select **WhatsApp** as the **Multichannel** type from the drop-down given. Your action should now look as below:
6\. The journey is now successfully configured. Click the **Save changes** button and start the execution by clicking the **Save & Start** button.
## Creating the second multichannel journey
Let's configure the second journey that will allow an agent to reply to user's queries on WhatsApp via the Conversation Management portal.
### Configuring the trigger
To do so, follow these steps:
1. Create a new journey named **Reply from QC agent to the WhatsApp user**.
2. Under the **Event** section, choose the **Conversation Management by Quickwork** app from the drop-down menu in the **Apps** field present right below the **New Trigger** button.
3. Select the trigger event, **New agent message**, from the drop-down menu present in the **Triggers** field.
4. From the drop-down menu of selecting the existing connection, use the same connection that you had created in the previous journey with the inbox named **Whatsapp Communication**.
5. In the **Event** field, mention **Message from an agent.** The journey builder will return a webhook URL as shown in the following figure:
6\. Now, copy this URL and go to the **WhatsApp communication** inbox in your Conversation\
Management account. Then, go to the **Webhook** tab of the inbox and paste this webhook URL in the\
**Agent Response Webhook** field:
7\. Click the **Save Changes** button.\
8\. The successfully configured trigger will look like this:
### Configuring the action
To do this, follow these steps:
1. Under the **Steps** section, click on the **Simple Action** button and choose the **WhatsApp by Gupshup** app from the drop-down menu in the **Apps** field.
2. Select the action, **Send message**, from the drop-down menu in the **Actions** field.
3. From the drop-down menu, select the existing connection and connect the same WhatsApp by Gupshup account as we had done for the previous journey:
4. In the **Message** and **Phone number** field, pass the `Content` and `MultiChannel Identifier` key from the **Data Tree Output**, respectively:
6\. The journey is now successfully configured. Click the **Save changes** button\
and start the execution by clicking the **Save & Start** button.
### Activating the app on WhatsApp
Go to your WhatsApp by Gupshup account, click the **ConversationManagementMultiChannel**, and scroll down to the **Smart mechanisms to get active and opted in users** section. Go to the **Click URL** option and copy the URL:
Paste it into the new tab to open it. The web version of WhatsApp will open with the pre-defined command **PROXY ConversationManagementMultiChannel** in the text field. Click the **Continue to Chat** button:
Click the **Use Web version** option. If you haven't linked the web version of WhatsApp, you'll be asked to do so.
Send the command **PROXY ConversationManagementMultiChannel** to the WhatsApp by Gupshup chat account. You'll receive the welcome message confirming that the app is now connected successfully:
## Executing the multichannel functionality
Now let’s send a **Hi** and check if the agent receives the message on the dashboard or not.
Now to check whether the agent has received the message or not. Let’s get back to the Conversation Management dashboard. Click on the **Conversation** icon on the left-hand side and select the inbox named **Whatsapp Communication**. Now in the filters drop-down which is located exactly beside the inbox name, select the **Mine** and **Resolved** filters:
Now, the agent can start sending responses to the user's message from this portal and a user can follow up with the agent directly on Whatsapp:
The agent's response gets automatically synced on WhatsApp as per the execution of the journey and the user gets a response for the concern raised. This can be clearly seen in the following screenshot:
Hence, this is how a human agent can connect with a user on WhatsApp with the help of Conversation Management and Quickwork. The same functionality can also be used to achieve the goal of connecting with customers on messaging platforms like Facebook, Line, etc., the only condition being that the steps for creating a connection with the respective platform and the input fields for sending messages will differ.
# How to connect Twitter with a human-agent service
Solve queries of Twitter users by building a journey in Quickwork. Integrate Twitter and Conversation Management with business logic to achieve this multichannel capability.
In the previous document, we used the multichannel feature and configured journeys allowing an agent to interact with the user on Facebook Messenger. This document is a resemblance that features Twitter as a communication channel integrating with Conversation Management. Let's drill through this document and understand the usage of the multichannel feature using Twitter as a messaging channel.
## **Use case**
Communicate with a user, who messaged you on **Twitter,** using **Conversation Management by Quickwork** as a messaging platform.
To implement this use case, we need to build two journeys with the following two adapters. The journeys will execute in synchronization thus facilitating the flow of messages in real-time:
1. Conversation Management account
2. A dedicated multichannel account to be connected in the journeys.
3. Twitter account to be connected in the journeys
## **Creating a multichannel inbox**
Log in to your **Conversation Management** dashboard and click the gear icon located on the left to open the **Settings** section. Click on **Inbox Settings** from the navigation menu on the left and then click on the **Add New Inbox** button to start creating a new inbox. Select the **Multichannel** option to proceed:
Enter a name for the inbox, for example, **Twitter Multichannel**, and click **Continue**. Add any agents if you want to assign specific agents for this inbox or else assign it to yourself and then click **Continue**. Your inbox is now ready. Scroll down and click on the **Go To Dashboard** button to redirect to the conversations dashboard of the respective inbox which will be blank as of now.
## **Creating the first multichannel journey**
Let’s create the first journey that will fetch new messages sent by the user from Twitter and will forward those to an agent of Conversation Management.
### **Configuring the trigger**
1. Create a new journey named **New message from a Twitter user**.
2. Under the **Event** section, choose the **Twitter** app from the drop-down menu in the **Apps** field present right below the **New Trigger** button.
3. Select the trigger event as **New message** from the drop-down menu in the **Triggers** field.
4. To authorize and connect your **Twitter** account, click on the **Link an account** button. Simply allow the permissions in the Twitter account you have logged in
5. Once the authorization has been completed, the new window that had opened for Messenger’s authorization will automatically close and you will get a notification message in the journey stating Your connection has been successfully established. Your trigger should then look like this:
### **Using If Condition with a Stop Journey**
The reason to configure the If condition with a Stop Journey is to terminate the automation if the sender and recipient are the same. This journey will execute only if the message sender and the message recipient are two different entities. For simplification, let's understand **Daniel** as a message sender on Twitter and **John** as a message receiver. John is also a human agent, will eventually reply to Daniel's messages using Conversation Management.
#### Configuring the If Condition
1. Under the **Steps** section, click the **Business Logic** option and select **If Condition:**
2\. The **Setup If condition** block will appear with a pre-indented action bar. You will get the following fields to which input is to be specified:
1. Specify a value in the **Left Value** field by placing the `Recipient Id` key from the **Twitter | New message Trigger** on the right-hand side of the screen.
2. Select the `Equals` condition from the drop-down in the **Condition** field.
3. Drag and drop`Sender ID` key in the **Right Value** field from the **Twitter | New message Trigger**:
Now, delete the action that is pre-indented beneath the If Condition as we need to add Stop Journey.
#### Indenting the Stop Journey
Click the **+** icon. Click the **Business Logic** button and select **Stop Journey**. Drag the **Stop Journey** bar and drop it below If Condition in such a way that it gets indented and appears as a part of If Condition:
{% hint style="info" %}
If the Stop Journey is not indented properly, the journey execution will keep on terminating even if the condition is not satisfied. Click [here](https://docs.quickwork.co/if-condition) to know more about If Condition.
{% endhint %}
### **Configuring the action**
To do this, perform the following steps:
1. Again, click the **+** icon and click on the **Simple Action** button.
2. Choose the **Conversation Management by Quickwork** app from the drop-down menu present in the **Apps** field.
3. Select the **Forward message to agent** action in the **Actions** field.
4. Create a new connection with the **Twitter Multichannel** inbox that you had just created. To do so, click the **+ Create new connection** option if you have existing Conversation Management by Quickwork connections, and then click on the **Link an account** button and specify the **API key** and **Inbox ID** of this inbox. You’ll get these in the **Toolkits** window of the **Twitter Multichannel** inbox present in the **Inbox Settings** option on the **Settings** page. After entering the required data, click the **Link account** button:
**Note**: The **API key** is common for all the inboxes of an account whereas the **Inbox ID** is unique for each inbox.
5\. Once the connection has been successfully created, the input fields will open up automatically. Drag the `Sender ID` and `Text Message` data pills from the **Data Tree Output** and drop them into the **Multichannel Identifier** and **Message** fields, respectively. Select **Twitter** as the **Multichannel type** from the drop-down given. Your action should now look like this:
The complete journey structure will look like this:
Click the **Save changes** button and start the execution by clicking the **Save & Start** button.
## **Creating the second multichannel journey**
Let’s configure the second journey which will allow an agent to reply to the user on Twitter via the Conversation Management portal.
### **Configuring the trigger**
Follow the steps as given below:
1. Create a new journey named **Reply from QC agent to the Twitter user**.
2. Under the **Event** section, choose the **Conversation Management by Quickwork** app from the drop-down menu in the **Apps** list present right below the **New Trigger** button.
3. Select the trigger event, **New agent message**, from the drop-down menu present in the **Triggers** field.
4. From the drop-down menu of selecting existing connections use the same connection that you had created in the previous journey with the inbox named **Twitter Multichannel**.
5. In the event field, enter the text **demo**. The journey builder will return a webhook URL as shown below:
6\. Now copy this URL and go to **Inbox Settings** of the Twitter Multichannel inbox in your Conversation Management account. Then go to the **Webhook** tab and paste this URL in the **Agent Response Webhook** field:
7\. Click the **Save Changes** button. \
8\. Your successfully configured trigger shall now look like this:
### **Configuring the action**
To do this, follow the given steps:
1. Under the **Steps** section, click on the **Simple Action** button and choose the **Twitter** app from the drop-down menu in the **Apps** list.
2. Select the **Send message** action from the drop-down menu present in the **Actions** field.
3. Select the same existing connection which was created in the previous journey for the Twitter account in the drop-down menu with the title **Existing connections of Twitter** and then click on the **Link Account** button.
4. Once the connection has been successfully created, all the input fields will get loaded.
5. Now drag the `MultiChannel Identifier` data pill from the **Data Tree Output** and drop it in the **recipient ID** field.
6. Similarly, drag the `Content` data pill from the **Data Tree Output** and drop it into the **Text** field.
7. Your action should now look like this:
9\. Now click the **Save changes** button and then the **Start Journey** button to push it in execution.
## Executing the multichannel functionality
Now, consider Daniel has sent the message. ***Hello. I need some assistance for Conversation Management*** on Twitter to John:
As John is a human agent with an active Conversation Management portal, he will receive the same message on the **Twitter Multichannel** inbox conversation window under **Mine, Resolved, Latest First** filter:
Until here, the first journey **New message from a Twitter** user got executed successfully. You might face some delay for the message reflected in Conversation Management by Quickwork as Twitter trigger APIs have a default delay policy and is polling in nature.
The human agent, John, now can reply to the user through this portal:
The same reply message can be seen as sent from the Twitter account of John:
Until here, the second journey, **Reply from QC agent to the Twitter user**, got executed by forwarding the reply message sent by a human agent on Conversation Management to the user on Twitter.
Hence, this is how a human agent can connect with a user on Twitter with the help of Conversation Management and Quickwork.
# Message templates
Know different types of messaging templates that Conversation Management supports. Send interactive templates such as carousels, quick replies, media, and email templates using Quickwork.
Conversation Management's messaging templates allow you to have more realistic and interactive conversations by integrating buttons, lists, images, quick replies, and media files with the raw text messages. Different templates can be used for different purposes, such as displaying product information, asking the message recipient to choose from a predetermined set of options, and showing search results. Easy integration with Quickwork lets you customize each response template with an in-depth granularity so that you can always keep a hold on your customers.
The types of messaging templates that Conversation Management supports are:
* Text message
* Carousel
* Quick replies
* Button template
* Media template
* Email template
# Text message
Configure a templatized raw text message, integrate Conversation Management with Quickwork, and send it to users across messaging channels.
A text message template is a generic template that consists of a conversation happening via the exchange of raw texts. It is illustrated here:
When integrated, Conversation Management has the ability to send the visitor a welcome message as soon as the visitor visits the website, thus enhancing customer engagement.
# Carousel
Send images with captions scrolling from left to right as an interactive message to a user. This template powers images with information through postback and URL buttons in integration with Quickwork.
The carousel template lets you display *n* number of cards which you can be viewed by swiping from right to left. These cards can be images that can express product information, sightseeing to-dos, or property you are interested in:
With a carousel, you can add more detailed information to your images such as a title and description. Additionally, you can add multiple buttons which direct the user to, say a web portal or any web page or maybe even trigger a consequent action.
## Carousel elements
* **Image URL:** Add the URL of an image(s) that you want to be shown in this response
* **Title:** Give a name to each of your cards
* **Description**: Add a short description supporting the title
* **Buttons**: Add buttons that can be programmed to trigger specific actions depending on how they are configured
Each carousel card contains two types of buttons:
1. **Postback button**: Clicking a postback button will trigger an action intended with the carousel card. E.g., providing additional information related to the carousel card:
2\. **Web URL button**: Clicking a web URL button will redirect you to a \
website of which URL is embedded with the button.
# Quick replies
Allow users to quickly perform an action by simply clicking on quick replies. You can send text, URL, and location buttons using the quick replies message template in support of Quickwork.
Quick replies consist of a title, and an optional URL field, in case the user needs to be redirected to some specific webpage. The quick reply buttons appear just below the actual text message that they are shared with. They are like an attachment to the text message giving the user an option/s to choose and decide the course of the conversation. You can use quick replies to request a person's location, email address, and phone number, etc:
When a quick reply button is tapped, all the buttons beneath the message get dismissed, and the tapped button is posted to the conversation as a message. The bot will then consider it as a new message, processes the required action, and sends an appropriate response.
In the case of postback quick replies, a message containing the button’s title is shown as a message to the user and the custom payload is shared as a response.
# Button template
Send multiple button options with a message using a button template and redirect a user either to a webpage or post back the data upon clicking the option.
The button template sends a text message with as many attached buttons as you'd like to display. This template is useful when you wish to offer predefined options to choose from. These buttons can perform teo kinds of jobs depending on your business requirement. You can configure them to either redirect to a webpage or to act as a postback button where they will perform a preconfigured action or share the required custom payload:
# Media template
Send images, videos, audio, and documents using the media template. You can also embed YouTube videos using the iframe code and send via an iframe template to a user.
Conversation Management supports various media sharing templates to make the conversation interactive. The media template allows you to send images, videos, and audio as a structured message in the middle of the conversation.
## Images
Images, in the format .jpg, .png, .bmp, etc., with an optional title express information more precisely. When you tap the image, the image prompts out in a lightbox view, which means it opens up as a larger picture dimming out the rest of the chat window and occupying the efficient screen dimension to display:
## Video
Conversation Management supports video streaming with extensions such as .mp4, .wmv, .mpg, etc. The video can be viewed, shared with others, and downloaded locally from the chat window as well:
## Audio
Audio template lets you convey information through audio clips or podcasts that you have recorded for better customer engagement. Audio formats such as .mp3, .wav, etc. are accepted:
## iframe
iframe is an HTML element using which you can send videos that are deployed on a web portal and publicly available for the viewers i.e., videos that are embedded as third-party property and cannot be downloaded. For example, videos uploaded on YouTube and Dailymotion.\
The `