FAQ ChatApp

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General issues

The company has several phone numbers for communicating with customers by WhatsApp. How do I connect all the numbers to ChatApp and communicate through Bitrix24 chats?

For example, in a company, each department (sales, implementation, technical support, etc.) has its own phone number in the WhatsApp. So that all employees of the company can send messages to customers in WhatsApp through Bitrix24 chats:

  1. Buy ChatApp accounts for every phone number. To do this, in your profile, pay for your account with a credit card.
  2. For each phone number, create and configure an Open channel. Our Help includes an example of setting up the Open Line and recommendations.
  3. In Bitrix24, select "ChatsApp24 для WhatsApp" from the menu on the left:
    Install.png
  4. In the settings window, set up each ChatApp account. To do this, select an account from the *Account drop-down list.
    Settings2.png
  5. Enter the phone in the WhatsApp and in the *Open channel drop-down list, select the Open channel configured for that phone.
  6. Select the Use account for newsletters in WhatsApp check box if you want this account to be used for "CRM marketing/Campaing" by default. If you do not select the check box for newsletters, the first account from the list will be used.
  7. Field the Called URL field blank. We'll return to this setting later.
  8. On the phone, open the WhatsApp (WhatsApp Business) application, go to the settings and select WhatsApp Web, Scan QR code.
  9. In the "Settings" window ChatApp scan the QR code and click Save.
  10. Then configure the phones that are connected to the WhatsApp.



The client in the WhatsApp settings came out of all devices, but the QR code did not appear in the ChatApp account settings. What should I do?

In some situations, the WhatsApp does not send information to the server ChatApp. So the server thinks you're using WhatsApp in another application. To resolve the problem, in your ChatApp account setup, click Reboot Instance.

Install3.png


How to communicate with a group in WhatsApp through Bitrix24 chat?

See section "Groups WhatsApp chats in CRM" .


Why are all phones sent to chat attached to the contact card?

The functionality of Bitriks24, the phones that the client sent to the chat, were automatically attached to the contact card. In the new version ChatApp we disabled this feature. The numbers are no longer saved automatically. Those phone numbers that have managed to attach to the card and you do not need will have to be removed manually.


Why is there a not-click link in the message I sent to the client for WhatsApp?

The link in the message becomes active if the client:

  • adds the number from which the message was sent to the phone's notebook;
  • will write a response to your message.

This is a feature WhatsApp.


What will happen to the history of correspondence in chats that were started before the integration with Bitrix24 was set up?

For example, your company has a WhatsApp account for a long time. Employees have a lot of chat with clients. You have installed a ChatApp, so employees now send messages to customers in WhatsApp using Bitrix24. To view the history of customer correspondence through the WhatsApp before installing integration with Bitrix24, open the alternative chat window. It displays all dialogs (even completed), so it is easy to remember the details of communicating with the client, schedule the necessary work, or resume the conversation.


How do I send a message to a client in WhatsApp through the Bitrix24 mobile application?

The message that the customer will write to you in the WhatsApp will appear in the Open Lines chat list. To open chat in the Bitrix24 mobile app, click the Lines button in the bottom panel. The chat list opens. Open the chat in which you received the message and write a reply. For example, on iPhone chat list and correspondence window may look like this:

Application.png

To write to a customer with whom there is not yet a chat in the Open Lines list, you need to start a chat in the browser in the Bitrix24 window through a deal, contact or lead card. For more information, see "Open channel Chat".


Are messages synchronized with Bitrix24 when communicating in the mobile application WhatsApp?

Yes, messages sent from the WhatsApp on your phone are synchronized and displayed in CRM as messages sent from your phone.

After integrating WhatsApp and Bitrix24 you can respond to customers in:

  • in the browser and desktop client, the mobile application Bitrix24;
  • mobile app WhatsApp;
  • from the customer's profile (in development).

How do I send bulk messages to customers in WhatsApp?

For more information, see "Campaing".


Can I embed images in Campaing?

Unfortunately no, but you can send images with a robot or business process (in the Business Process Editor you will find ChatApp that can send files).


Does the client have WhatsApp to send him a message?

If the client does not use WhatsApp, use the Biriks24 SMS services.


The message from the client was read in Bitrix24, but in the application WhatsApp on the phone it is marked as unread. Is it normal?

For example, the client sent messages to the WhatsApp. You read them in Bitrix24, but in the correspondence they are still marked as unread, grey ticks instead of blue are displayed next to the client's messages:

WhatsApp.png

Is it normal. The phone on which you have the WhatsApp only acts as a router. It can be put aside and calmly answered to customers in the Bitriks24 messenger. You don't need to view messages in the WhatsApp to read them.

Sometimes, for objective reasons, employees cannot quickly answer customers, for example, due to the fact that many people write at the same time and the queue accumulates. In this case, customers can decide that they are being ignored. To avoid this, we recommend sending automatic responses to the first message and, if after a certain period of time, none of the employees were able to respond to the message. To do this, in the Open channel settings on the Auto Actions tab:

  1. In the Mark enquiry as unanswered option, select the time interval after which you want to send an automatic message if all employees are busy.
  2. In the If no agent could respond to enquiry option, select Send Text.
  3. A field appears for entering text with an automatic response. If necessary, correct it.
  4. Click Save.

Open channel setup example:

Auto Actions.png


Can a company use a virtual number to communicate with customers in the WhatsApp?

Yes. Physically, a SIM card is not needed. The main thing is that you have a phone with the WhatsApp application installed.


Can a company use a virtual number to communicate with customers in the WhatsApp?

Yes, but you need to use WhatsApp Business.

  1. Install the app on your phone.
  2. When signing up for WhatsApp Business, enter your fixed phone number.
  3. At the confirmation stage, select Call, not SMS. For more information, see the instructions for Android and iPhone.
  4. Then set the ChatApp, set the phone and Open channel in the standard way.



How many messages per day/hour/second can I send to clients in WhatsApp?

Up to 6,000 messages per day (120 per minute maximum) can be sent to the WhatsApp. This is a limitation of the WhatsApp application.

COUNCIL. Send messages that customers expect. If there are too many messages or they are inappropriate, recipients will block your contact to stop receiving messages and calls.


Is it possible to increase the test period of ChatApp use if you do not have time to deliver the application?

Unfortunately, we cannot renew accounts for free, but we are ready to bear the cost of maintaining accounts for the first 2 days of use.


How do I change my phone number?

To change your phone number:

  1. End WhatsApp sessions on all devices. To do this on the phone:
    • Android: open the WhatsApp, then click More options > WhatsApp Web > Exit all devices > EXIT.
    • iPhone: open WhatsApp, then click Settings > WhatsApp Web > Exit all devices > Exit
  2. Change the number in the WhatsApp application. For more information, see the instructions for:
  3. On the Bitrix24 portal, select "ChatApp for WhatsApp" from the menu on the left.
  4. In the opened horse, change the * Company Phone in WhatsApp field.
  5. Scan the QR code again.




How do I hide the sender's name?
  1. From the Bitrix24 menu, go to Contact Center and click on the ChatApp settings tile.
  2. From the drop-down list, select Open channel.
  3. Click the Configure button.
  4. On the Queue tab, in the Agent information drop-down list, select Hide agent information.
  5. Click save.
    Queue.png




How do I know if a customer is using WhatsApp?

The ChatApp dialog box displays information about the customer's presence or absence of WhatsApp.

When sent by robots: use the robot ChatApp24. It checks whether the client is using WhatsApp or not.


Do I always need a phone to configure integration between my WhatsApp account and Bitrix24?

You always need a phone to configure integration.

First, you’ll need your phone to run WhatsApp and scan the QR code while installing ChatApp.

Second, to provide stable integration between WhatsApp and Bitrix24, your phone must be always enabled, configured, and connected to the Internet.


How do I remove the "Sent by Robot" message?

In the robot settings, select No from the See in open channels drop-down list. When enabled, messages sent by robots appear in Open channels chats. If this option is disabled, messages appear only in the contact, lead, or deal card in the comment area.

Robot.png


Why are there no Open lines in the ChatApp settings in the drop-down list, although they are on the portal?

Solution 1

You may have another application installed to integrate with the WhatsApp. You cannot use two applications for integration on the same portal. Please remove the previous integration application.

Solution 2

Try reinstalling the ChatApp. There may have been updates.


Why aren't messages sent to WhatsApp customers from the Bitrix24 messenger?

If a looped download process is displayed next to the message, the open Bitrix24 lines are overloaded.

Error2.png

To send a message, use Alternative Chat, which works by bypassing Open channels.


Why don't robots ChatApp display?

Check your tariff plan for the Bitrix24 portal. Robots in lead and deal cards are available for CRM +, Standart and Professional tariffs.

If the rate is all right, reinstall the ChatApp application.


Why does account settings ChatApp only show "IMPORTANT"?

The employee does not have administrator privileges. For more information, see Access right.


Why doesn't the ChatApp tab appear in the contact, lead, or deal card?

The employee does not have rights to the ChatApp application. For more information, see Access right.


Why don't you get messages from WhatsApp to Bitrix24?

Solution 1

Check your account's license validity date.

Solution 2

  1. On the Bitrix24 menu, go to Contact Center.
  2. Click on the ChatApp settings tile.
  3. If the open window displays the Connect button, click it.

Solution 3

Verify that you have sufficient access rights to use the application.

Solution 4

  1. Make sure your phone is on, charged, and has Internet access. If the phone was turned off, wait 15-20 minutes after turning it on. During this time, the application status in API WhatsApp will be updated and integration with Bitrix24 will be established.
  2. Check your phone settings. Turn off Battery Save Mode.
  3. If the steps listed do not help, on your phone, turn off screen locking and start the WhatsApp application. It must be always on and displayed.

Solution 5

When you set the ChatApp, you read the QR code using the phone with the WhatsApp. After that, it is undesirable to read the QR code of other applications, for example, to use WhatsApp for computers.

If you counted another application's QR code:

  1. On your phone, open the app WhatsApp.
  2. Go to application settings and select the WhatsApp Web section.
  3. Click Log out from all devices. Example, on iPhone, the settings window may look like this:
    Log out.png
  4. Read the QR code ChatApp again.

Solution 6

In the ChatApp Account Setup, click Reboot Instance:

Install3.png


Problems and Errors

Error «The system has logged unstable operation...»

The error appears in the ChatApp account settings window or in the dialog box.

Error21.png

Occurs due to the unstable operation of the phone, which is the router for messages between Bitrix24 and WhatsApp. Any interference with the phone affects messaging.

Avoid error:

  • Use your phone only to work with WhatsApp. You should not call him and use him to work on the Internet;
  • Make sure your phone is charged and has a stable Internet connection.

If an error occurs:

  • Make sure your phone is on, charged, and has Internet access. If the phone was turned off, wait 15-20 minutes after turning it on. During this time, the application status in API WhatsApp will be updated and integration with Bitrix24 will be established.
  • Check your phone settings. Turn off Battery Save Mode.
  • To disconnect other devices from Web WhatsApp. On the mobile device, go to the Web WhatsApp menu, click Exit all devices.
  • If the steps listed do not help, on your phone, turn off screen locking and start the WhatsApp application. It must be always on and displayed.

Attention! You can request in our technical support a schedule for monitoring the phone, which will show the stability of the phone.


Error: Your instance is not available. Please try again in a minute

If it occurs immediately after installing ChatApp, wait about 40 minutes. During this time, the account setup will end.

If an error occurred while using the service, reboot the ChatApp account. To do this, in your account settings, click Reboot Instance.

Install3.png

After rebooting, you also need to wait 15-20 minutes for your account to resume.


Error: Peer's Certificate issuer is not recognized.

Your Bitrix24 portal most likely uses a secure domain and does not have an SSL security certificate installed correctly. This prevents the ChatApp application from performing secure operations. You can check the certificate on the site by clicking on the link. To reinstall the certificate, contact your domain's system administrator.


Error rest: {“error”:”authorization_error”,”error_description”:”unable to authorize user”}

Solution 1

Usually, an error occurs if the employee who installed the ChatApp application on your portal has been removed from the Bitrix24 portal, for example, due to dismissal. To resolve the problem, reinstall the application under the account of an employee who has administrator privileges.

Solution 2

Set up access rights for the employee to the leads, transactions, and contacts of the CRM module. For more information, see Access right.

Solution 3

Set the employee access rights to the application. For more information, see Access right.


Error curl: Operation timed out after 2500 milliseconds with 0 out of -1 bytes received

An error occurs when the ChatApp server cannot connect to the phone. To resolve the error:

  1. Make sure your phone is on, charged, and has Internet access. If the phone was turned off, wait 15-20 minutes after turning it on. During this time, the application status in API WhatsApp will be updated and integration with Bitrix24 will be established.
  2. Check your phone settings. Turn off Battery Save Mode.


Error Curl: Failed connect to <PORTAL>; 443, no route to host

Reinstall the ChatApp application.


Web WhatsApp uses another device

When you set the ChatApp, you read the QR code using the phone with the WhatsApp. After that, it is undesirable to read the QR code of other applications, for example, to use WhatsApp for computers.

If you counted the QR code in another application (web browser, desctop application whatsapp):

  1. On your phone, open the WhatsApp app.
  2. Navigate to the application settings and select the WhatsApp Web section.
  3. Click Log out from all devices. For example, on a iPhone, the settings window might look like this:
    Log out.png
  4. Read the QR code again in the ChatApp24 settings.


Account ChatApp24 hung

When the phone is unstable, the ChatApp24 account may hang waiting for a response from the phone. As a result, you will not be able to receive messages. To resolve the problem, in your account settings, click Reboot Instance:

Install3.png


Error curl: Could not resolve host: site url; Unknown error

The error is due to incorrect network settings. The application tries to connect to the portal, but cannot find it at the portal's IP address.

To resolve the error, check:

  • network settings, DNS settings, as an option, specify the address Google Public DNS – 8.8.8.8 и 8.8.4.4;
  • port availability. DNS typically uses port 53.

Why is there an error when sending a message: «You cannot send a message because the communication channel is not configured»?

Error.png

Check the Open channels settings. For this

  1. On the Bitrix24 menu, go to «Contact Center».
  2. Click on the ChatApp settings tile.
  3. If the open window displays the Connect button, click it. After that, the message must disappear.