FAQs about WOZTELL features

FAQs about WOZTELL features

These are the most common FAQs about the features:

ABOUT VERIFIED NUMBERS

  1. What is a verified WhatsApp account/number?
    It’s a WhatsApp number where WhatsApp itself indicates that you are you, and nobody else. This guarantees to whoever receives a message from you that it is your company and that no one else can communicate on your behalf. Compared with the use of an unverified WhatsApp number it has many advantages. Mainly, it projects an image of professionalism and security in communications.
  2. Can I use more than one WhatsApp Business number?
    Yes. You can use as many numbers as you need. It is common to use different numbers to manage independent tasks by departments, by countries, by customers’ language, etc. We will set the parameters on your Woztell to do so.
  3. Can I use numbers from different countries with my WOZTELL?
    Yes. A WhatsApp number is a number that will allow the enabling of WhatsApp verification in order to be registered. Today there is no real difference between mobile numbers, landlines, foreign countries' numbers, etc. Any number that can receive an SMS or a verification call from WhatsApp can have a WhatsApp number to assist its customers.
  4. Can I use my actual WhatsApp number?
    Yes. If you already use a number with your customers, you can start using it professionally with Woztell, and manage it along with your software CRM, HelpDesk, eCommerce, etc., simplifying communication with your customers.
  5. Can I acquire phone numbers through WOZTELL?
    For simple services of one or several numbers for use in a single country, we recommend that you purchase the numbers by yourself from your usual provider. For projects of dozens of numbers, for multiple departments, countries, uses, etc., we can provide them if it is more convenient for you.
  6. I already have an operational number with WOZTELL. Do I need to verify my account to have a second one?
    If you are already using a number with Woztell and we did the verification process with WhatsApp, we can activate your next number very quickly and you should not have to verify your company again.
  7. Can my customer identify different agents of my company within the same number?
    Customer care management can be done with different strategies. There are companies that prefer that all agents identify themselves as a single generic agent. There are also companies that prefer that each message identifies the sender. Both options are possible and are configured at the time of the application setup.
  8. What does "quality" of my WhatsApp number mean?
    WhatsApp manages a simple concept: if customers don’t answer, or they mark you as SPAM,  the quality of your number will decrease. For example, For example, this will affect, according to WhatsApp policies, your message speed or being disconnected from the service for a day if you misuse it.

ABOUT MESSAGES LIMITATIONS

  1. Can I send and receive all the messages that I want?
    Yes. We recommend the prudent use of Woztell. Sending too many messages, at inappropriate times, or excessively long messages can damage your relationship with your customer. Our advice is that each sent message should focus on helping your customers; this way you will create a beneficial and fluid relationship with them.
  2. How many messages are stored and for how long?
    You can store the messages you have exchanged with your customers during the entire time of your relationship with them and the maximum number will depend on your IM Tool. We will also store your messages within one or another CRM module, where you will have them as long as you want.
  3. Can I delete my stored messages?
    Yes, you can. We store your messages in different areas so you may use them or delete them as you please.
  4. How many files can be stored?
    The amount of files that Woztell allows you to store will depend on the IM tool you use (ZOHO CLIQ, SLACK, TEAMS, etc). For example, ZOHO CLIQ allows you to store up to 100GB of files per user. Please contact your IM provider to verify how many GB your IM tool has available.
  5. How many photos can I save if I have 100Gb in my IM tool? (ZOHO CLIQ or similar)
    When a customer sends you a photo, WhatsApp compresses it to reduce the amount of Mb consumed on your data plan. This is because the sizes between 100 and 300 Kb are very common. If each ZOHO CLIQ user (IM tool) can have up to 100 GB of file storage, you could receive within your solution … up to 300,000 photos per user! Should you reach the limit, you can always store them on another device or, dependent on your IM tool, expand your storage.
  6. What is the maximum file size I can send?
    The maximum file size that you can transmit depends on your IM Tool and WhatsApp policies. For example, with ZOHO CLIQ you can send up to 200Mb  per file, however, WhatsApp's limit is 16Mb, so the real limit, in this case, is 16Mb. 16Mb is between 90 to 180 secs of video.
  7. How many files can I send in a message?
    WhatsApp's limit is 30 files at the same time. Although Whatsapp's limits may vary, we will always adjust to their stipulations.
  8. What message formats can I use?
    You can send and/or receive text messages, photos, videos, audios, PDF, and basically, any file.
  9. Can I create communication templates?
    WhatsApp doesn’t want us to SPAM its users, so they advise the first message should always be a template. This template must be approved by WhatsApp. If you need to communicate with text messages that are not templates, tell us and we will suggest different strategies to do so.
  10. Can I send messages to several contacts at the same time?
    To send messages to several contacts you must filter them within your CRM, define the message to send, and select the option ‘Send WhatsApp’; you may also schedule a campaign. To learn how to do this, please see our training videos here..

ABOUT THE AUTOMATION PROCESS

  1. Can I automate response messages?
    Yes. You can easily automate responses based on the content of the message, the message arrival time, or even dependent on which specific customer messaged you.
  2. Can I automate notifications if the customer doesn't reply?
    This is possible dependent on your ability using your CRM. To learn tricks for improving your communication strategies, you can participate in our daily webinars.
  3. Is the automation setup within WOZTELL?
    Possiblities for automation will depend on the CRM you use. Go to the setup of your CRM to configure the parameters for a WorkFlow.
  4. Can I send messages manually?
    Of course! Woztell is designed for human-to-human communication. Your customer care team will be able to maintain conversations with your customers and meet their needs.
  5. Can I schedule a message for a customer?
    Yes. Message scheduling, just like scheduling automated responses, is configured in the setup of your CRM, in the WorkFlows menu. If you want to learn how to create your own automation, you can participate in our daily webinars.
  6. How can I communicate something important to several customers on a specific date?
    At Woztell we have devised a way to enable message sending to a group of customers on a specific date and time. For example, you may want to inform your customers that their train is departing in 30 minutes. 
  7. Can bots be created within WOZTELL to automate answers to customers' questions?
    You can do whatever your CRM allows you to do. For example, in ZOHO CRM, you can launch WorkFlows to send a Whatsapp if the conditions you have defined are met. You can create a simple BOT that asks questions to your customers, suggesting several options. Based on the option selected by your customer, they will move to the next question. Contact us or ask your technology partner to specify your needs.

ABOUT MESSAGE DELIVERY

  1. Can I see the status of my sent messages?
    Yes. You will be able to know if the customer has received your message. If a customer has marked you as SPAM, the message will never be downloaded to their WhatsApp.
  2. Will WOZTELL notify me if I recieve a message?
    Of course. There are many types of notifications: a notification from your browser, an alert within the conversation, etc. In the demo, we will show you all the different kinds of alerts!
  3. What happens if I receive a message from an unknown number?
    We recommend  you have your own message management procedure for unknown numbers. You should avoid sending messages with information to numbers that you don’t know for sure who they belong to.
  4. Can I avoid sending messages to a customer?
    Yes. There is an option that avoids sending automated messages to leads or contacts.
  5. Can I block a number so that there is never any sending or receiving of messages?
    Yes. In cases where you want to prevent someone’s messages from being stored, as well as sending any type of message, the best option is to block the contact. If this person tries to send you a message, they will receive a message indicating that “the system is inoperative.”
  6. Which is the speed when sending messages?
    Dependent on the selected plan, you can send up to 4 messages per second. If you need more speed please contact us.

ABOUT INTEGRATION

  1. Will the services' features change in the future?
    At WOZTELL we work to improve the solution with each improvement of our suppliers. The WOZTELL service is subject to the changes of the service providers such as SalesForce, ZOHO, WhatsApp, AWS, etc.
  2. What types of software can WOZTELL integrate with?
    Currently, Woztell is a solution that can be easily integrated with CRM, HelpDesk, eCommerce, Finances, Human Resources, etc. Contact our Sales Team and tell them about your needs.
  3. What integrations does WOZTELL have?
    Woztell currently integrates with ZOHO CRM and ZOHO DESK 100%. SALESFORCE, DYNAMICS, and HUBSPOT are in process to be launched in 4Q20. Other software can be quickly integrated through webhooks, in a matter of hours if necessary. Ask our experts.

ABOUT BASIC SPECS

  1. What are the minimum requirements that my system has to comply with to work with WOZTELL?
    Woztell is multi-device. It can be used in browsers of smartphones, tablets, or pc, by downloading the IM Tool corresponding to your integration.
  2. Do I need the internet to send a message?
    Yes. Woztell is a communication service that connects your business software to your customers through your internet connection.
  3. What types of reports can I create from the use of WhatsApp?
    At Woztell we have prepared the data so that you can get the reports as you wish. You can create reports of messages by customer, by user, by sent message, incoming, outgoing, etc. We will also show you this in the demo.
  4. How do I find a specific conversation?
    Each integration will allow you to search in different areas. For example, if you are a ZOHO user, you can search for a conversation in different areas within this software, such as CRM, CLIQ, Mail, Search, etc.
  5. Does WOZTELL work on mobile phones?
    Yes. To use it on your smartphone you must install the IM Tool, dependent on the integration you use. For example, for ZOHO you should download the ZOHO CLIQ tool from Google Play or Apple Store.
  6. How do I comply with the GDPR?
    If you must comply with the European GDPR, we recommend you make sure that you send messages to those who really want to receive them, ask permission before writing to someone, and be respectful. Do not act in bad faith and nothing should go wrong. Follow the advice of your company’s GDPR advisor.
  7. What are the different service levels?
    Dependent on the selected plan, the service levels offered are different. Contact our Sales Team to find out about the advantages of each plan.
  8. Can I know from my WOZTELL if any of my receiving contacts are on the Robinson list?
    It is the responsibility of each company to consult the Robinson list to know if any customer has registered to not receive third-party messages.
  9. Are there emoticons?
    Of course. We need to give emotions to our messages!