Wabot Docs

Category: Core Features

  • Reply to a conversation

    In this tutorial, you will reply to one WhatsApp conversation from Live Chat.

    Time needed: 8 minutes

    Before you start

    Make sure:

    • You are logged in to Wabot.
    • The WhatsApp account shows Online.
    • You already sent a test message from your own phone, or a customer has written in.

    The customer sees the reply from your business WhatsApp number, not from Wabot.

    1. Open Live Chat

    On the left menu, click Live Chat.

    2. Open Unread

    At the top of the conversation list, click Unread.

    If the list is empty, click All.

    3. Open the conversation

    Click the thread you want to answer.

    The chat history opens in the middle panel.

    4. Type the reply

    Type in the box at the bottom.

    Terima kasih. Staf kami dah baca mesej anda.

    5. Send the reply

    Press Enter, or click the Send button.

    Make sure it worked

    Your message appears in the thread.

    Your test phone receives the same text on WhatsApp.

    If it didn’t work

    The list is empty

    Nobody has written to this number yet. Send a test from your phone, then refresh Live Chat.

    Send stays disabled

    The box is empty. Type a message first.

    The customer did not get it

    Check the account is Online. Then open Account Error Logs if the bubble shows failed.

    Next

    Stop the bot from answering while you talk in Take over from the bot.

  • Filter the inbox

    In this tutorial, you will filter the Live Chat list to one status.

    Time needed: 5 minutes

    Before you start

    Make sure:

    • You are in Live Chat.
    • You have more than one conversation, so the filter change is easy to see.

    Unread, All, and Archived are tabs. Filters is the extra panel.

    1. Open Filters

    At the top of the conversation list, click Filters.

    The Filter chats panel opens.

    2. Pick one status

    Under Status, click Expired.

    If you use Unofficial API and have no Official chats, click Bot Inactive instead.

    3. Read the list

    Close or leave the panel.

    The list now matches that status.

    4. Reset the filter

    Open Filters again.

    Click Reset.

    Make sure it worked

    While Expired or Bot Inactive is on, other chats hide.

    After Reset, All or Unread shows the full tab again.

    If it didn’t work

    The list is empty

    No chat matches that status. Click Reset, then try Bot Active or another Status.

    I still see every chat

    You clicked a list tab such as All, not a status inside Filter chats. Open Filters again.

    Next

    Mark the urgent threads in Set conversation priority.

  • Forward the chat to a staff number

    In this tutorial, you will forward an incoming chat to a staff WhatsApp when the Default Reply runs.

    Time needed: 10 minutes

    Before you start

    Make sure:

    • The account Default Reply is Enabled.
    • You know the staff WhatsApp number.

    This is under Lead Management on the Default Reply page. It is not Live Chat assign, and it is not the Chatbots Leads Forwarder tool.

    1. Open Lead Management

    On the left menu, click Autoresponder.

    On the account card, click Configure.

    Scroll to Lead Management.

    2. Turn on WhatsApp forward

    Set Forward to WhatsApp Number / Group to Yes.

    In WhatsApp Number / Group ID, enter the staff number.

    Use the country code, with no + and no spaces. For more than one staff number, separate with commas. Wabot rotates them.

    Right: 60123456789

    Wrong: +60 12-345 6789

    In Forwarded Message, type what the staff should see.

    New chat from #wa_name# (#wa_number#): #message#

    You can use #wa_number#, #wa_name#, #message#, and #ads_id#.

    Click Save.

    3. Send a test

    From a customer test phone that is not excluded, message the connected account.

    Check the staff phone for the forwarded WhatsApp.

    The customer should still get the Default Reply if Status is Enable.

    Make sure it worked

    This tutorial worked when:

    • Forward to WhatsApp Number / Group stays on Yes after Save.
    • The staff phone receives the forwarded message.
    • The customer test phone still receives the Default Reply.

    If it didn’t work

    Only the customer got a reply

    • Confirm the setting is Yes, then Save.
    • Check the staff number format.
    • Confirm the Default Reply actually sent. If it did not fire, the forward will not either.

    The staff number is the same as the customer

    Use two different phones for the test.

    You wanted Live Chat assign

    Assign is in Live Chat. This page only forwards a WhatsApp copy to a number.

    Next

    The Default Reply can greet the customer and alert staff. You can go back to the Autoresponder list, or set keyword replies in Chatbots.

    Autoresponder →

  • Pilih mod Keyword

    Dalam tutorial ini, anda akan tetapkan satu akaun WhatsApp ke mod Keyword.

    Masa diperlukan: 5 minit

    Sebelum mula

    Pastikan:

    • Anda sudah log masuk ke Wabot.
    • Akaun WhatsApp yang akan digunakan tunjuk Online.

    Jika WhatsApp belum disambung, habiskan Sambung Akaun WhatsApp Anda dahulu.

    Keyword bermaksud bot balas hanya bila mesej pelanggan sepadan dengan item chatbot yang anda cipta. Ia tidak tulis jawapan sendiri.

    1. Buka Chatbots

    Pada menu kiri, klik Chatbots.

    2. Buka akaun WhatsApp

    Cari akaun yang baru disambung.

    Klik Manage.

    3. Buka Settings

    Pada halaman instance, buka tab Settings.

    4. Pilih Keyword

    Dalam kawalan mod, pilih Keyword.

    Jika akaun sudah pada Keyword, biarkan.

    Pastikan ia berjaya

    Label mod pada instance ini tunjuk Keyword.

    Tab Tools dan bahagian AI Knowledge kekal tersembunyi. Itu betul untuk Keyword.

    Kalau tak jadi

    Saya masih nampak AI

    Buka Settings semula dan pilih Keyword. Sahkan jika dialog minta anda tukar.

    Saya tak jumpa Manage

    Anda masih pada senarai Chatbots. Klik Manage pada kad akaun, bukan tajuk halaman.

    Seterusnya

    Cipta balasan tetap pertama dalam Cipta item chatbot keyword.

  • Balas perbualan

    Dalam tutorial ini, anda akan balas satu perbualan WhatsApp dari Live Chat.

    Masa diperlukan: 8 minit

    Sebelum mula

    Pastikan:

    • Anda sudah log masuk ke Wabot.
    • Akaun WhatsApp tunjuk Online.
    • Anda sudah hantar mesej ujian dari telefon sendiri, atau pelanggan sudah tulis.

    Pelanggan nampak balasan dari nombor WhatsApp perniagaan anda, bukan dari Wabot.

    1. Buka Live Chat

    Pada menu kiri, klik Live Chat.

    2. Buka Unread

    Di bahagian atas senarai perbualan, klik Unread.

    Jika senarai kosong, klik All.

    3. Buka perbualan

    Klik thread yang mahu dijawab.

    Sejarah chat terbuka di panel tengah.

    4. Taip balasan

    Taip dalam kotak di bahagian bawah.

    Terima kasih. Staf kami dah baca mesej anda.

    5. Hantar balasan

    Tekan Enter, atau klik butang Send.

    Pastikan ia berjaya

    Mesej anda muncul dalam thread.

    Telefon ujian terima teks yang sama di WhatsApp.

    Kalau tak jadi

    Senarai kosong

    Belum ada sesiapa tulis ke nombor ini. Hantar ujian dari telefon, kemudian muat semula Live Chat.

    Send kekal disabled

    Kotak masih kosong. Taip mesej dahulu.

    Pelanggan tak dapat

    Semak akaun Online. Kemudian buka Account Error Logs jika gelembung tunjuk failed.

    Seterusnya

    Hentikan bot dari jawab semasa anda berbual dalam Ambil alih dari bot.

  • Tapis inbox

    Dalam tutorial ini, anda akan tapis senarai Live Chat kepada satu status.

    Masa diperlukan: 5 minit

    Sebelum mula

    Pastikan:

    • Anda dalam Live Chat.
    • Anda ada lebih daripada satu perbualan, supaya perubahan tapisan mudah nampak.

    Unread, All dan Archived ialah tab. Filters ialah panel tambahan.

    1. Buka Filters

    Di bahagian atas senarai perbualan, klik Filters.

    Panel Filter chats terbuka.

    2. Pilih satu status

    Di bawah Status, klik Expired.

    Jika anda guna Unofficial API dan tiada chat Official, klik Bot Inactive pula.

    3. Baca senarai

    Tutup atau biarkan panel.

    Senarai kini sepadan dengan status itu.

    4. Reset tapisan

    Buka Filters semula.

    Klik Reset.

    Pastikan ia berjaya

    Semasa Expired atau Bot Inactive hidup, chat lain tersembunyi.

    Selepas Reset, All atau Unread tunjuk tab penuh semula.

    Kalau tak jadi

    Senarai kosong

    Tiada chat sepadan dengan status itu. Klik Reset, kemudian cuba Bot Active atau Status lain.

    Saya masih nampak semua chat

    Anda klik tab senarai seperti All, bukan status dalam Filter chats. Buka Filters semula.

    Seterusnya

    Tanda thread yang mendesak dalam Tetapkan keutamaan perbualan.

  • Forward chat ke nombor staf

    Dalam tutorial ini, anda akan memajukan chat masuk kepada WhatsApp staf bila Default Reply berjalan.

    Masa diperlukan: 10 minit

    Sebelum mula

    Pastikan:

    • Default Reply akaun berstatus Enabled.
    • Anda tahu nombor WhatsApp staf.

    Ini ada di bawah Lead Management pada halaman Default Reply. Ia bukan assign Live Chat, dan bukan tool Leads Forwarder dalam Chatbots.

    1. Buka Lead Management

    Pada menu sebelah kiri, klik Autoresponder.

    Pada kad akaun, klik Configure.

    Tatal ke Lead Management.

    2. Hidupkan forward WhatsApp

    Tetapkan Forward to WhatsApp Number / Group kepada Yes.

    Dalam WhatsApp Number / Group ID, masukkan nombor staf.

    Gunakan kod negara, tanpa + dan tanpa ruang. Untuk lebih daripada satu nombor staf, pisahkan dengan koma. Wabot akan giliran.

    Betul: 60123456789

    Salah: +60 12-345 6789

    Dalam Forwarded Message, taip apa yang staf patut nampak.

    Chat baru dari #wa_name# (#wa_number#): #message#

    Anda boleh guna #wa_number#, #wa_name#, #message#, dan #ads_id#.

    Klik Save.

    3. Hantar ujian

    Dari telefon ujian pelanggan yang tidak dikecualikan, mesej akaun yang disambungkan.

    Semak telefon staf untuk WhatsApp yang diforward.

    Pelanggan patut masih dapat Default Reply jika Status ialah Enable.

    Pastikan ia berjaya

    Tutorial ini berjaya apabila:

    • Forward to WhatsApp Number / Group kekal Yes selepas Save.
    • Telefon staf terima mesej yang diforward.
    • Telefon ujian pelanggan masih terima Default Reply.

    Kalau tak jadi

    Hanya pelanggan dapat balasan

    • Pastikan tetapan ialah Yes, kemudian Save.
    • Semak format nombor staf.
    • Pastikan Default Reply memang hantar. Jika ia tidak fire, forward juga tidak.

    Nombor staf sama dengan pelanggan

    Guna dua telefon berbeza untuk ujian.

    Anda mahu assign Live Chat

    Assign ada dalam Live Chat. Halaman ini hanya forward salinan WhatsApp ke satu nombor.

    Seterusnya

    Default Reply boleh sapa pelanggan dan alert staf. Anda boleh kembali ke senarai Autoresponder, atau tetapkan balasan keyword dalam Chatbots.

    Autoresponder →

  • Create a keyword chatbot item

    In this tutorial, you will create one New Chatbot item that replies when the customer writes harga.

    Time needed: 10 minutes

    Before you start

    Make sure:

    • This instance is on Keyword. If not, finish Choose Keyword mode first.
    • The WhatsApp account shows Online.
    • You can send a test message from your own phone.

    Keep Reply Mode on Normal. Do not choose AI on this item.

    1. Open Chatbots & Tools

    On the instance page, open the Chatbots & Tools tab.

    2. Start a new item

    Click New Chatbot.

    3. Fill Basic Settings

    In Basic Settings:

    1. Enter a Name.

    Example: Harga

    1. Leave Status on Enable.
    2. Leave Reply Mode on Normal.
    3. Leave Default Reply on No. It stays locked in Keyword mode.

    4. Add the keyword

    Open Keyword Settings.

    1. Set Match Type to Contains.
    2. In Keywords, add harga.

    5. Write the reply

    In the message area, choose a text reply.

    Write the message customers should get.

    Harga semasa: RM25. WhatsApp kami untuk tempahan.

    6. Save the item

    Click Create Chatbot.

    Make sure it worked

    The new item appears in Chatbots & Tools.

    From your phone, send harga to the connected WhatsApp number. You should get the fixed reply.

    If it didn’t work

    Nothing replies

    Check Status is Enable. Check the instance is still Keyword. Send the word harga with no extra spelling.

    The form asks for Keywords

    You left Keywords empty. Add at least one word, then click Create Chatbot again.

    I turned on AI by mistake

    Open the item. Set Reply Mode back to Normal. Click Save Chatbot.

    Next

    Add an opt-out word in Add a STOP chatbot item.

  • Take over from the bot

    In this tutorial, you will turn the chatbot off for one conversation.

    Time needed: 5 minutes

    Before you start

    Make sure:

    Turn the bot off before you type a long reply. That stops the bot from answering at the same time.

    1. Open the conversation

    On the left menu, click Live Chat.

    Click the thread you want to take over.

    2. Check Bot Active

    In the conversation header, find Bot Active.

    If you see Bot Inactive, the bot is already off for this contact.

    3. Turn the bot off

    Click Bot Active.

    Wait until the label changes to Bot Inactive.

    4. Reply as a human

    Type your message and send it.

    Staf manusia di sini. Saya bantu terus.

    Make sure it worked

    The header shows Bot Inactive.

    A new customer message does not get an automatic bot reply.

    If it didn’t work

    I cannot see the bot button

    This account has no chatbot, or your login cannot change chatbot status.

    The bot still replies

    Open the header again. If it shows Bot Active, click it once more.

    You can also type /stop in the box and choose Disable Chatbot.

    Next

    Give the thread to a teammate in Assign a conversation.

  • Set conversation priority

    In this tutorial, you will set priority on one conversation.

    Time needed: 5 minutes

    Before you start

    Make sure:

    • You can open the conversation in Live Chat.
    • Your login can edit the contact. If Set Priority will not open, ask the account owner.

    1. Open the conversation

    On the left menu, click Live Chat.

    Click the thread.

    2. Open Set Priority

    In the conversation header, click the priority control.

    The Set Priority dialog opens.

    3. Choose High

    Click High.

    If the customer needs an answer now, click Urgent instead.

    Make sure it worked

    The header shows High or Urgent.

    You can also find it later under Filters → Priority.

    If it didn’t work

    I cannot open Set Priority

    Your login may not include contact edit. Ask the account owner.

    I want to clear it

    Open Set Priority again and click None.

    Next

    Read the lead score in Read Lead Insights.