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  • Voice of the Customer

    In Digital Connect, this dashboard offers an insight into customers’ feedback that they provide after conversation with an agent over surveys.

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    Voice of the Customer

    In Digital Connect, this dashboard offers an insight into customers’ feedback that they provide after conversation with an agent over surveys.

    You can gather feedback from your customers after a conversation with your team through conversation ratings. When a agent resolves (closes) a conversation, you can send a simple survey to your users asking them about their experience. You can do this by setting up CSAT (Customer Satisfaction) Survey.

    Overall feedback results are presented at the top and can be easily seen in two different widgets.

    And the widget below offers the insight for each survey completed showing who completed the survey, which score they gave, the date when they were surveyed and their channel of conversation.

    Using this dashboard you track your customers’ satisfaction and team’s performance and reward your top agents while identifying opportunities to improve the quality of support your team provides.

    You can also leverage it to improve the experience of your customers to make your customers happy.

    For example, You can reach out to customers who have left a low rating on a conversation and incentivize them by sending them promotional offers and discounts.

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  • Track your WhatsApp Campaign Performance

    If you are sending WhatsApp template messages, you can track the performance of your Whatsapp template messages to measure the effectiveness of your campaigns.

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    Track your WhatsApp Campaign Performance on Digital Connect.

    If you are sending WhatsApp template messages, you can track the performance of your Whatsapp template messages to measure the effectiveness of your campaigns.

    To track the success of your campaigns, It is important to keep an eye on key metrics like messages Sent, Delivered, Read, Clicked, and Replied. For businesses aiming to enhance their WhatsApp communication with customers, understanding the effectiveness of these efforts is crucial. In Digital Connect, we offer detailed performance data for each campaign up to the individual user level.

    Digital Connect automatically segregates your campaign audience by delivered, read, replied, and clicked audience and allows your to run re-targeting campaigns based on these filters.

    Campaign Delivery Statuses

    Sent Total number of recipients to whom a message is sent. All sent messages may not necessarily reach your recipients.
    Delivered Total number of recipients to whom a message is delivered. For example, a double tick on WhatsApp.
    Read Total number of recipients who have read the message.
    Replied Total number of unique recipients who have replied to the message. Applies to Quick Reply buttons on message templates.
    Clicked Total number of unique recipients who have clicked your message. Applies to Call-to-action buttons on message templates.
    Failed Total number of recipients to whom message delivery failed. It may be due to non-availability of WhatsApp account on that number or the recipient might have blocked your business number.
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  • Create a WhatsApp campaign using audience segments

    A segment is a subgroup of contacts to whom you can send targeted WhatsApp campaigns. Segments can be created by using any information available to you in the campaign manager such as chatbot interactions, tags, attributes and feedback responses.

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    Create a WhatsApp campaign using audience segments

    A segment is a subgroup of contacts to whom you can send targeted WhatsApp campaigns. Segments can be created by using any information available to you in the campaign manager such as chatbot interactions, tags, attributes and feedback responses.

    Here’s how you can build an audience segment using different segmentation types and rules to create and deliver a WhatsApp Campaign.

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  • Get started with setting up campaigns

    Digital Connect Campaign Manager allows you to deliver one-time and recurring personalized promotional messages to your audience on chat channels.

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    Get started with setting up campaigns

    Digital Connect Campaign Manager allows you to deliver one-time and recurring personalized promotional messages to your audience on chat channels.

    This article will help you get familiar with the basics of building campaigns in the Campaign Manager.

    Things to know:

    • Before you can create a campaign in Digital Connect Campaign Manager, you’ll need an audience. Audience is your database of users who engage with your business on Digital Connect through chat channels.
    • You can also upload a list of your users to build an audience.
    • Your entire list of users will be automatically stored in your Contacts module in Digital Connect. You can also add a new user to your contacts database from the Contacts module.

    As per WhatsApp’s policy, businesses are required to get opt-ins from customers before sending a WhatsApp message to them. Ensure to Opt-in your customers when they message your business directly via a WhatsApp thread and ask to receive alerts and notifications. You can also utilize third-party channels such as SMS, email, website and social media platforms to share your WhatsApp Business opt-ins. Customers can reports or block your businesses from sending them messages. When this happens, WhatsApp will place your business under a low-quality rating and if this continues for a long period of time, it can even result in your WhatsApp business number getting flagged.

    Campaign Types

    Many of your campaigns may be useful as one-time messages to recipients, such as a promotion for a new product line to an audience segment. In this case, you would create the campaign and choose to send it immediately or at a scheduled date and time. The campaign is sent to the audience segment only once.

    You many find that many of your campaigns can be sent on a recurring basis. For example, you want to send a discount coupon on a daily basis to your customers who book a vehicle service appointment over WhatsApp. A recurring WhatsApp campaign means that you only need to create the WhatsApp message and its selected audience segment once. The campaign automatically sends the discount coupon on the recurring basis (daily at 10am) to audience segment that you specify. You can also specify when you want the recurring schedule to stop (for example, after 3 months). Recurring campaigns ensure that you’re sending consistent messages in a timely manner to the newest set of users who will qualify for the campaign.

    Depending on their context and frequency, you can setup three types of campaigns:

    • Immediate
    • On multiple dates
    • Recurring
    • Campaign Type: Immediate

      Recurring campaigns are sent only once at a scheduled time and date.

      • Setup a campaign to announce a discount offer on opening of a new store
    • Campaign Type: On multiple dates

      Choose multiple dates campaigns when you want to send a campaign message on specific dates.

      • Set up a campaign for specific dates during the last week of the month to deliver a special offer to users to purchase items that were left in their cart by sending them the message with abandoned cart links
    • Campaign Type: Recurring

      Recurring campaigns repeat on Daily, Weekly or Monthly intervals.

      recurring campaigns

      Weekly Recurring Campaigns let you send campaigns on specific days of the week – recurring each week, every other week, every third week, etc.

      • Setup a campaign to send a message to your customers every Sunday at 10 am to avail a discount on grocery shopping.

    Audience Types

    There are 3 main types of audiences in the Digital Connect Campaign Manager

    • Entire audience
      Includes all your users who have engaged with your business over WhatsApp, Facebook Messenger, Instagram and Google’s Business messages.
    • Active last 24 hours
      Includes all your users who have engaged with your business over WhatsApp, Facebook Messenger, Instagram and Google’s Business messages within the last 24-hours. In case of WhatsApp users, you can send both WhatsApp template and free form messages without incurring WhatsApp conversation fee. To learn more about 24-hour conversation window, click here.
    • List Upload
      List of users that can be manually uploaded to the account.

    Audience Segments

    Audience segmentation is the process of dividing your users into different segments based on user attributes and user activity.

    With Campaign Manager you can segment your audience based on the following parameters.

    • Chatbot Menu
      Segment your audience based on their interaction with a particular chatbot menu like selecting an option to book a vehicle service appointment via your WhatsApp Chatbot.
    • Customer Feedback
      This type of segmentation is based on customer feedback that they provide after interacting with your chatbot and agents on WhatsApp. It helps fix issues when customers are not happy with the service before spreading negative words about your brand. On the other hand, it enables you to strengthen your relationships with users who already like your brand.
    • Conversation Tags
      In Digital Connect, tags are a way for you to label, or categorize, contacts based on information your agents gather about your customers during a conversation. You can segment your audience based on the assigned tags.
    • Customer Attributes
      This type of segmentation is based on user attributes. Age, gender and city are all demographics you can use to segment your audience. This method is popular for a reason: This type of segmentation can be used to target females based in particular city to send a discount offer.

    You can use 2 or more of above segmentation types together to expand your reach even further. An example of this is sending a discount offer to a customer who has engaged with your chatbot to apply for a car loan and is is tagged as a premium customer. You can add up-to 5 rules for most segment types.

    WhatsApp Campaign Templates

    Templates are specific message formats that businesses use to send promotional messages to customers.

    In order to build a campaign, you will need to begin with one of our templates. The template you choose depends upon type of audience you have in mind. Both types of templates support simple text and rich content (images, audio, video and documents).

    • WhatsApp Template
      You can only use a message template approved by WhatsApp to send campaigns to your audience outside the 24-hour conversation window. WhatsApp template message is a special message format that you can use multiple times to message users once they have opted in and permitted you to send them messages.

      Note:For Promotional content, you should use Marketing category to create and submit templates to WhatsApp for approval.



    • Free Form
      You can use a free form template message to send a promotional message to your audience who have interacted with your business over WhatsApp, Facebook Messenger, Instagram and Google’s Business messages within the last 24 hours. Free form messages do not require prior approval from WhatsApp or other service providers and do not incur any messaging fee.

      Example of a Promotional message template approved by WhatsApp.
    • For WhatsApp messages, you can write your text, add variables, and rich content such as images, audio, videos and documents.

      However, for Facebook Messenger, Instagram and Google’s Business messages, you can only send text and images.

    Click here to watch the video tutorial on how to create and send a WhatsApp campaign to your chatbot audience.

    Learn more about WhatsApp Campaigns – Use Cases – Best practices and Guidelines

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  • Media messages a business can receive on WhatsApp

    E Ocean WhatsApp API supports sending and receiving media messages with WhatsApp users. Please note that a WhatsApp media message can only contain one media attachment. Any Any additional attachments will be ignored.

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    Maximum size for the various media message types which a business can receive on WhatsApp?

    E Ocean WhatsApp API supports sending and receiving media messages with WhatsApp users. Please note that a WhatsApp media message can only contain one media attachment. Any Any additional attachments will be ignored.

    WhatsApp supports the following limits per media type:

    Images: 5MB

    Documents: 100MB

    Audio: 16MB

    Sticker: 100KB

    Video: 16MB

    E Ocean is bound to comply with WhatsApp server requirements and to ensure that all media callbacks are within the limits stated above when delivering to the business.

    For more information, click here.

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  • How WhatsApp messaging limits work

    Messaging limits determine the maximum number of business-initiated conversations each phone number can start in a rolling 24-hour period. These limits do not apply to user-initiated conversations.

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    How do WhatsApp messaging limits work?

    Messaging limits determine the maximum number of business-initiated conversations each phone number can start in a rolling 24-hour period. These limits do not apply to user-initiated conversations.

    The messaging limit tiers determine how many users you can send templates to on a daily basis. This includes new conversations as well as existing conversations with users.

    There are four messaging limit tiers:

    • Tier 1: 1K business-initiated conversations with unique customers in a rolling 24-hour period.
    • Tier 2: 10K business-initiated conversations with unique customers in a rolling 24-hour period.
    • Tier 3: 100K business-initiated conversations with unique customers in a rolling 24-hour period.
    • Tier 4: An unlimited number of business-initiated conversations in a rolling 24-hour period.

    A business starts in Tier 1 when it registers its phone number. You can send any number of messages within 24-hour period to a customer who has interacted with you on WhatsApp.

    Messaging limits are increased or decreased automatically based on your phone number status, phone number quality rating, and how often you initiate conversations with unique customers.

    How do I increase my messaging limit?

    Each time you initiate a new conversation with a unique customer we will determine if your limit should be increased. This determination is based on the following criteria:

    • your phone number status is Connected
    • your phone number quality rating is Medium or High
    • you have been at your current messaging limit for at least 48 hours
    • in the last 7 days you have initiated X or more conversations with unique customers, where X is your current messaging limit divided by 2

    If you meet all conditions, Your messaging limit will increase by one level in 24 hours.

    Messaging limit increased from 1K to 10K in 2 days:

    Day 1 Day 2 Day 3 Day 4 Day 5
    Business-initiated conversations (new) 500 500
    Business-initiated conversations in last 7 days 500* 1000
    Messaging limit 1K 10K

    * If the 500th conversation is initiated at 3pm (for example), the messaging limit is increased at 3pm the following day (i.e. 24 hours later).

    Messaging limit increased from 1K to 10K in 4 days:

    Day 1 Day 2 Day 3 Day 4 Day 5
    Business-initiated conversations (new) 100 200 200 300
    Business-initiated conversations in last 7 days 100 300 500* 800
    Messaging limit 1K 1K 1K 10K

    * If the 500th conversation is initiated at 7pm (for example), the messaging limit is increased at 7pm the following day (i.e. 24 hours later).

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  • What is a WhatsApp Chatbot

    A WhatsApp chatbot provides customers with a real-time automated conversational experience directly on the messaging app, using WhatsApp Business API integration.

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    What is a WhatsApp Chatbot?

    A WhatsApp chatbot provides customers with a real-time automated conversational experience directly on the messaging app, using WhatsApp Business API integration.

    As of today, WhatsApp supports more than 2 billion users around the world which is significantly more than any other messaging app on the market. Truth be told, the promising WhatsApp statistics have been hard to ignore even before the messaging app opened for business. WhatsApp Chatbots are becoming more popular with businesses who want a simple way to improve their customer service and offer a well-rounded customer experience, without increasing their headcount.

    WhatsApp Chatbots deliver round-the-clock support and handle large volume of routine queries, for a theoretically unlimited number of customers. With this technology, support agents will also be freed up to focus on the more complex queries and have their morale improved by not having to deal with repetitive questions.

    The major advantages of a WhatsApp chatbot include:

    • Being able to communicate with the customer base promptly and asynchronously (at a time most convenient to the customer);
    • Interacting with customers on the messaging app that they’re already using to stay in touch with family and friends
    • Delivering a personalized experience with every interaction thanks to accurate user history and data collection.

    So how to build a chatbot that is engaging with its text and rich media content and bound to qualify your leads? Chatbots are marketing and customer support tools; hence, conversations on chatbots need to be strategic. You have to ensure a conversational outcome that will enhance your customer support and sales in the near run, and our chatbot builder facilitates just that.

    E Ocean Digital Connect enables you to build and deploy a chatbot from scratch or numerous templates that you can use (customize) for different business scenarios.

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  • User Roles and Permissions

    There are six types of user roles in Digital Connect. Each type of user has different permissions. Each role comes with different permissions and capabilities.

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    Digital Connect User Roles and Permissions

    There are six types of user roles in Digital Connect. Each type of user has different permissions. Each role comes with different permissions and capabilities.

    1. Administrator
    2. Team Supervisor (Paid role)
    3. Agent (Paid role)
    4. Chatbot User
    5. WABA Manager
    6. Marketer

    Administrator

    The administrator is the user responsible for managing the overall Digital Connect Platform. They have complete control over all features, settings, and user management.

    The administrator has access to:

    • Insights
    • Settings
    • Chat Manager
    • Chatbot Manager
    • Chatbot Builder
    • Campaign Manager
    • Contacts
    • Billing
    • What’s New

    The administrator can perform several unique actions:

    • Configure platform preferences
    • Configure Setting such as WhatsApp profile, business hours, and more.
    • Install channels
    • Remove channels
    • View and download reports

    The administrator can also:

    • Create users and teams
    • Assign and remove agents from teams
    • Delete users and teams
    • View all conversations
    • Work on and resolve conversations as an ‘agent’
    • Manage campaigns
    • Create and delete templates
    • Build, edit and delete chat-bots
    • Create, edit and delete contacts
    • Download Contacts list
    • create and edit tags and quick replies

    Digital Connect allows you to create up-to 2 administrators without utilizing agent seats available in your plan.

    Team Supervisor

    Team Supervisors can monitor agent conversations, provide guidance, and access relevant analytics and reports for their teams. Supervisors have partial access to the platform, tailored to their team management requirements. Team Supervisor is a paid role that comes with a license seat included in the monthly subscription.

    The team supervisor has access to:

    • My Profile
    • Insights
    • Platform Settings
    • Chat Manager
    • What’s New

    The team supervisor can perform several unique actions:

    • Create users and teams
    • Assign and remove agents from teams
    • View all conversations
    • Work on and resolve conversations as an ‘agent’
    • Assist agents using private notes to resolve conversations
    • Create, edit and delete tags and quick replies
    • View insights such as conversations, voice of customer and agent performance
    • View and download reports

    Agent

    Agents are the primary users who handle customer interactions and provide support using Digital Connect. They have access to all relevant features needed to engage with customer efficiently. Agent is a paid role that comes with a license seat included in the monthly subscription.

    The agent has access to:

    • My Profile
    • Insights
    • Chat Manager
    • What’s New

    The agent can:

    • Work and resolve conversations
    • Search and view assigned conversations
    • Upload profile picture
    • View own conversation insights

    Chat-bot User

    The chatbot user can monitor conversations taking place between your chatbot (virtual agents) and customers and can also view insights related to bot conversations.

    The chatbot user has access to:

    • My Profile
    • Chatbot Manager
    • Insights (Bot conversations)

    The chatbot user can:

    • View chatbot conversations
    • View bot conversation insights
    • download reports

    WABA Manager

    The WABA Managers are users with a limited access to the Digital Connect Platform. The role of WABA Manager is designed for businesses that have specifically subscribed to the WhatsApp Business API for the purpose of sending template (transactional) notifications to their customers.

    The WABA Manager has access to:

    • My Profile
    • Insights (Overview)
    • Billing
    • What’s New

    The WABA Manager can:

    • View bot conversations
    • Edit Profile settings (WhatsApp Business Profile)
    • View Insights (Overview)
    • download reports

    Marketer

    The Marketer can create and launch marketing campaigns and broadcasts in Digital Connect. Marketers can also view campaign analytics for the delivered campaigns.

    The Marketer has access to:

    • My Profile
    • Template Manager
    • Contacts
    • Campaign Manager
    • What’s New

    The Marketer can:

    • Create, edit and launch campaigns
    • Create and edit WhatsApp Message templates
    • View and download campaign performance reports
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  • use Private Notes and Mentions

    Private notes are helpful for agents/supervisors to collaborate with teammates to help resolve customer issues faster. Private Notes also support ‘Mentions’, which allow you to tag a specific agent who can contribute to a quicker issue resolution.

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    How to use Private Notes and Mentions?

    Private notes are helpful for agents/supervisors to collaborate with teammates to help resolve customer issues faster. Private Notes also support ‘Mentions’, which allow you to tag a specific agent who can contribute to a quicker issue resolution.

    How to write a private note

    • Go to the Chat Manager and click on a conversation to open it.
    • In the reply window, click on the Private Note icon on left side.
    • You will see a yellow message box, type the note and click the Send button to post the note. Every time you post a private note, your team will receive a notification informing them that you need their help to resolve a customer issue.

    Mentioning in the private notes

    Private notes can be used to mention particular agents who can contribute to a quicker ticket resolution.

    To mention the agent in the private note:

    • you can simply type ‘@’ before the name of the agent in the yellow message box as shown below. Next, you’ll see a list with active agents including the team they are assigned to choose from.


    Choose an agent and write the private note message. Then click the Send button.



    Every time you post a private note using @, the mentioned agent will receive a notification informing them that you need their help to resolve a customer issue. The mentioned agent can go to the notifications icon on top right next to Available toggle button and click on it see a list of private notes. Agent can then click on a particular note and will be automatically routed to the relevant conversation for collaboration.

    All the conversations in which you are mentioned (using private notes) are listed in Mentioned inbox for a quick view as show below

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  • Use AI Assistants in Chat Manager

    Empower agents with AI-driven prompts to improve response tone, clarity, and depth. The AI-Assistant allows rewriting, shortening, expanding, or adjusting message tone within the Chat Manager for more effective communication.

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