User Guide

WhatsApp Twilio

 

With our new feature, ‘Twilio WhatsApp, you can broadcast messages to whatsApp contacts. For this, you will need to have a Twilio account. You can make this account using this website: https://www.twilio.com/. Once you have made the account, you would need to enable your whatsApp sandbox by going to this link: https://www.twilio.com/console/sms/whatsapp/learn.

Now let’s take you step by step through connecting your Twilio Account with KiboPush and sending broadcast to your whatsApp Contacts.

 

How to connect WhatsApp Twilio to KiboPush?

  1. If you are a new to KiboPush, open https://www.kiboengage.com (You can skip this step if you already have an account with KiboPush). Fill required fields and signup.
  2. If you already have an account with KiboPush, simply login and click on select platform from header and choose whatsApp. (If you are a new user, you can skip this step).
  3. Click on connect.
  4. Enter your twilio credentials and click on submit.

You can find your twilio Account SID and Auth Token from your twilio console. https://www.twilio.com/console

You can find your Sandbox Number and Sandbox code from here: https://www.twilio.com/console/sms/whatsapp/sandbox

  1. Click on continue to land on our dashboard.

How to get Subscribers?

  1. Let’s see how you can get subscribers. These are contacts to whom your broadcasts would be sent. Click on Upload Contacts from the sidebar.

Here you can see the step by step instructions on how you can get your subscribers

  1. You can view your subscribers by clicking on Subscribers from sidebar.

How to send Broadcasts?

  1. Login to https://kiboengage.cloudkibo.com
  2. Click on broadcasting from the sidebar and then click on broadcasts.
  3. Click on Create New.
  4. Select a component(s) to send as a broadcast. The available components are Text, Media (image and video), Audio, and File attachment:
  5. After creating your broadcast message, click on next:
  6. You can further segment your subscribers by specifying targeting criteria:
  7. Click on send to send the broadcast to all subscribers that match your targeting criteria (if any):

 

How to use Live Chat?

Live Chat helps you to communicate directly with your subscribers. It allows you to manage all incoming and outgoing messages from your subscribers. Customer satisfaction grows manifolds when they know that their query or message will be read and replied instantly.

  1. Click on Live Chat from main menu.
  2. On the leftmost block you can see all the active or open chat sessions. Click on chat session you want to view.
  3. You can sort your chat sessions by clicking on the ellipsis. Also, you can filter them based on unread Messages and pending response.
  4. The rightmost block indicates which subscriber you’re currently chatting with.

You can perform a number of subscriber actions here.

  1. Unsubscribe the subscriber: You can choose to unsubscribe a subscriber if you don’t want to chat with a subscriber.
  2. Assign to Agent: This is only visible if you have a team account with us. Here, you can assign different agents to different sessions. Click on Assign to Agent. Select an agent and click on Assign.
  3. Add Custom Field: Custom fields will help you enter additional information about your subscribers so you can send more appropriately tailored communications.

Click on manage fields to create a new custom field.

Click on Create Custom Field

Enter the name of the custom field and its type and click on Create.

Close the dialogue box and click on Custom Fields.

Click on that particular custom field to set its value.

Enter the value and click on Save.

  1. In the middle is your chat message box with the currently selected subscriber.
  2. You can send and receive various kinds of messages here. You can send messages like stickers, gifs and attachments (audios, videos, images or pdf files).

However, if your subscriber has not chatted with you in the last 24 hours then you can only send some predefined templates. Click on Use templates to send the template.

Choose one of the three templates and modify them by entering the values in {{1}}, {{2}} or {{3}}. Click on Send to send the message.

Until the subscriber does not message you, you will only be able to send these templates.

  1. Using the search feature, you can search through a term in the selected chat. Click on the ‘Search icon’, the search window will open.

Write your search term and click on ‘Go!’

  1. When you have resolved a customer query or completed a conversation with the client, click on ‘Mark as done’.

The chat session will now appear in Closed Tab. Whereas the Open Tab now shows all the unresolved or pending customer queries.