Login

The Login page allows authorized users to securely access Omni Portal and manage communication services, campaigns, reports, and integrations.

Login Page Components

Steps to Login

Dashboard

The Dashboard is the central control panel of Omni Portal. It provides quick access to communication channels, utilities, plugins, reports, and account management from a single screen.

Dashboard Sections

Channels

Access and manage all communication services. Create and run campaigns directly from each channel card.

Utilities

Supporting tools for campaign management, automation, and administration.

Plugins

Third-party platform integrations available directly from the dashboard.

SMS

The SMS module is a comprehensive communication solution that enables businesses to create, schedule, manage, and monitor SMS campaigns for effective customer engagement. It provides an easy-to-use interface for sending promotional, transactional, and informational messages to individual contacts, multiple recipients, or large contact groups. Users can upload contact lists, organize recipients into groups, configure Sender IDs, select message routes, and use approved DLT templates to ensure regulatory compliance. The module also supports Smart URL (Tiny Campaign) creation for trackable links, blacklist management to prevent messages from being sent to restricted numbers, and detailed campaign reports for monitoring delivery status and performance. With its centralized dashboard and powerful campaign management tools, the SMS module helps organizations streamline communication, improve customer reach, and efficiently manage every stage of the SMS campaign lifecycle.

Create SMS Campaign

The Create Campaign page allows you to configure and send SMS campaigns to individuals, groups, or uploaded contact files.

Campaign Details

Steps to Create a Campaign

Tiny Campaign (Smart URL)

The Tiny Campaign feature is used when a URL is very long. Instead of sending the complete URL in the SMS message, the system generates a Smart URL (short URL), making messages cleaner, easier to read, and trackable.

Purpose

Step 1: Create Smart URL

Navigation: Home → Utilities → Tiny URL

Smart URL Fields

Step 2: Use Smart URL in SMS Campaign

Navigation: Campaign → SMS Campaign

Step 3: Select SMS Template

Step 4: Replace the Numeric Placeholder

Final Result

Manage Sender ID

The Manage Sender ID module allows users to create, upload, edit, and manage Sender IDs used for SMS campaign delivery.

Available Functions

Sender ID Information

Add Sender ID

The Add Sender ID feature allows users to register a new Sender ID for SMS communication.

Sender ID Types

Steps to Add Sender ID

Manage Template

The Manage Template module allows users to create, manage, and use DLT-approved SMS templates for campaign delivery.

Template Features

Template Information

Create a Template

Using Templates in Campaigns

Contact Manager

The Contact Manager module helps users organize, import, manage, and group recipient contacts for SMS campaigns.

Key Features

Contact Group Fields

Create a Contact Group

Import Contacts

Using Groups in Campaigns

My Routes

The My Routes section allows users to view and manage available SMS delivery routes used for sending messages.

Available Information

Available Actions

Manage Group

The Manage Group section allows users to create and maintain contact groups for SMS campaigns. Groups help organize recipients and simplify campaign management.

Available Information

Available Actions

Create a New Group

Blacklist Numbers

The Blacklist Numbers module allows users to block specific mobile numbers from receiving SMS campaigns. Blacklisted numbers are excluded from campaign delivery, helping organizations avoid sending messages to unwanted or restricted recipients.

Available Information

Available Actions

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Upload Blacklist Numbers via Excel

Users can upload multiple blacklisted numbers using an Excel file.

Available Options

Supported Formats

• .xls
• .xlsx

Steps

SMS Reports

The Reports module provides insights into SMS campaign performance, delivery statistics, and archived reporting data. Users can monitor campaign effectiveness, review delivery outcomes, and access historical reports.

Report Dashboard

Purpose

The SMS Reports module is designed to provide comprehensive visibility into campaign execution, message delivery performance, scheduled campaigns, fallback activities, and archived reporting records. It enables organizations to analyze communication effectiveness and track message status in real time.

Available Report Sections

Benefits

• Monitor campaign performance.
• Track RCS delivery outcomes.
• Track customer engagement and CTA responses.
• Analyze messaging effectiveness.

Campaign Activity

Purpose

The Campaign Activity report provides detailed information about SMS campaigns executed during a selected date range. Users can review campaign performance, delivery status, scheduled campaigns, and fallback reports.

Date Range Filter

Users can select a custom date range to view campaign records.

Available Options

• Today
• Yesterday
• Last 7 Days
• Last 30 Days
• This Month
• Last Month
• Custom Range

Click Apply to load campaign data for the selected period.

Campaign Report Information

Available Actions

• View Campaign Details
• View Delivery Information
• Download Report

Delivery Report

The Delivery Report displays recipient-level delivery information and helps users verify message delivery status.

Features

• View delivery records.
• Download delivery report.

Schedule Report

The Schedule Report displays scheduled campaigns that are pending execution.

Fallback Report

The Fallback Report displays fallback campaign activity when messages are redirected through alternate channels.

• SMS to SMS Fallback – Redirected to alternate SMS route.

• RCS Fallback – Redirected from RCS to SMS or another supported channel.

• WA Fallback – Redirected to WhatsApp channels.

Available Information

• Campaign Date
• Campaign Name
• Template Information
• Interface / Channel
• Scheduled Information
• Campaign Status
• Total Count
• Cost
• Error Details

Delivery Statistics

The Delivery Statistics report provides a summary of SMS delivery performance for a selected date range. It helps users monitor message delivery status, identify failed messages, and analyze overall campaign performance.

Delivery Statistics Page

Generate Delivery Statistics

1. Select the From Date.
2. Select the To Date.
3. Click the Statistics button.

The system will generate delivery statistics for the selected date range.

Report Columns

• Received Date
• Pending
• DLR Awaited
• Delivered
• Undelivered
• Expired
• Rejected
• Others
• Total

Archive Report

The Archive Report feature allows users to view and download historical SMS campaign data within a specified date range.

Archive Report Page

SMS Dashboard

The SMS Dashboard provides a summary of SMS campaign performance, message delivery statistics, and status-wise analytics.

Delivery Analytics

The dashboard displays a graphical representation of SMS delivery performance over a selected period.

• Delivered Messages
• Failed Messages

Message Statistics

The dashboard provides a quick summary of SMS activity.

Status Wise Count

The Status Wise Count section displays message status distribution.

Benefits

SMS API Integration

The SMS API Integration module allows developers to integrate SMS functionality directly into applications using REST APIs. Users can authenticate using an API Key, check wallet balance, and send SMS messages through GET and POST methods.

Overview

SMS APIs provide a secure and efficient way to send SMS messages programmatically. The API Console includes authentication, wallet balance verification, GET API, POST API, and Single SMS API operations.

Accessing the API Console

1. Login to the Omni Portal.
2. Navigate to the API section.
3. Open the SMS API Console.
4. Select Authentication to configure API access.

API Authentication

Authentication is required before accessing any SMS API endpoint.

1. Click the Profile icon.
2. Open My Profile.
3. Copy the Public API Key.

4. Open Authentication page.
5. Paste the API Key into API Token.
6. Click SET.

Checking Wallet Balance

The Wallet Balance API allows users to retrieve the available SMS credit balance.

1. Open Balance → Get Wallet Balance.

2. Click TRY.
3. The API request is executed.
4. The current balance is returned.

Response Example

        {
          "walletBalance": 2.5147
        }
        

Sending SMS Using GET API

The GET API allows SMS delivery through URL parameters.

Required Parameters

PEID Information

PEID (Principal Entity ID) is issued during DLT registration and must be supplied when sending DLT-compliant SMS messages.

Sending SMS Using POST API

The POST API accepts SMS data through a JSON request body and is recommended for application integrations.

Steps

1. Open POST SMS API endpoint.
2. Enter Sender ID.
3. Enter PEID.
4. Enter DLT Template ID.
5. Enter recipient numbers.
6. Enter SMS message content.
7. Click TRY.

Single SMS API

The Single SMS API provides a simplified SMS submission interface.

Features

• Send SMS to single or multiple recipients.
• DLT template support.
• JSON request format.
• Fast API response.
• Secure authentication.

Steps

1. Enter recipient number.
2. Enter Sender ID.
3. Enter PEID.
4. Enter DLT Template ID.
5. Enter message content.
6. Click TRY.
7. The SMS is processed and delivered.

Conclusion

SMS API Integration enables secure, scalable, and automated SMS communication. Using API Authentication, Wallet Balance APIs, GET APIs, POST APIs, and Single SMS APIs, developers can integrate SMS functionality into any external application or workflow.

RCS

RCS (Rich Communication Services) is an advanced messaging protocol that enables businesses to send rich and interactive messages through supported smartphone messaging applications. Unlike traditional SMS, RCS supports images, videos, PDF files, buttons, carousels and dynamic variables for a more engaging customer experience.

The RCS ecosystem is supported by Google and mobile network operators, allowing businesses to communicate with customers through verified business messaging channels. Through RCS Business Messaging, organizations can deliver promotional campaigns, notifications, customer support interactions, and other business communications using rich media and interactive elements.

The platform operates within the RCS Business Messaging ecosystem and supports communication through telecom operators such as Jio and Vodafone Idea (Vi). Operator-specific platforms, including Jio JBM and Jio CX, may be utilized for agent management, message delivery, campaign execution, and customer engagement workflows.

Key Features

RCS Workflow

RCS Agent

An RCS Agent represents the business identity that customers will see when receiving RCS messages. Every RCS campaign must be associated with a valid and approved RCS Agent.

Purpose

The RCS Agent acts as the verified business profile displayed to customers during RCS conversations. It contains branding information, contact details, legal information, and communication preferences.

Create Agent

Navigation: Config → RCS Agents

1. Open Config.
2. Select RCS Agents.
3. Click Add Agent.
4. Fill all required business details.
5. Click Save.

Agent Information

Agent Creation Workflow

Create Template

The Create Template module allows users to create rich and interactive RCS message templates. Templates can contain images, videos, PDF files, action buttons, dynamic variables, and carousel cards for enhanced customer engagement.

Navigation

Navigate to: Config → Manage Templates

Supported Template Types

1. Rich Card Template

Rich Card messages contain rich media and text content.

Card Orientation

Media Size

Dynamic Variables

Variables allow dynamic personalization within RCS templates. Instead of creating separate templates for each customer, you can use variables that are automatically replaced during campaign execution.

2. Carousel Template

Carousel templates display multiple cards in a swipeable format. Each card can contain different content.

Common Use Cases

• Multiple Products
• Multiple Offers
• Service Catalogs
• Promotional Campaigns

3. Text Message Template

Text Message templates contain only text content.

Button Examples

Template Approval

RCS Manage Group

The RCS Manage Group section allows users to create and maintain recipient groups for RCS campaigns.Groups help organize customers and simplify campaign management.

Available Information

Available Actions

Create a New Group

Create RCS Campaign

The Create RCS Campaign module allows users to send rich and interactive RCS messages using approved templates, rich cards, carousels, and text messages. Campaigns can be delivered to individual recipients, multiple recipients, uploaded contact files, or reusable groups.

Campaign Configuration

Template Types

Campaign Types

Recipient Upload Methods

Using Groups

Additional Campaign Options

Blacklist Numbers

The Blacklist Numbers module is used to prevent message delivery to specific mobile numbers. Any number added to the blacklist will automatically be excluded from campaigns when the Remove Blacklist option is enabled during campaign creation.

Navigation

Blacklist Number List

The Blacklist Numbers page displays all blacklisted mobile numbers and related information.

Available Actions

Add Blacklist Numbers

Click + Blacklist Numbers to open the Blacklist Numbers popup. The popup provides two methods for adding numbers.

Method 1: Enter Numbers

Supported Formats

Method 2: Upload Excel

Users can upload an Excel file containing mobile numbers.

Steps to Upload Excel File

Delete Blacklist Numbers

Users can remove one or multiple blacklist entries when they are no longer required.

RCS Reports

The Reports module provides insights into RCS campaign performance, delivery statistics, CTA responses, and customer engagement. Users can monitor campaign effectiveness, review delivery outcomes, and analyze customer interactions in real time.

Report Dashboard

Purpose

The RCS Reports module is designed to provide comprehensive visibility into RCS campaign execution, delivery performance, CTA responses, customer engagement, and reporting records. It enables organizations to analyze communication effectiveness and monitor RCS messaging performance in real time.

Available Report Sections

Benefits

• Monitor campaign performance.
• Track RCS delivery outcomes.
• Track CTA responses and engagement.
• Analyze messaging effectiveness.

Campaign Activity

Purpose

The Campaign Activity report provides detailed information about RCS campaigns executed during a selected date range. Users can review campaign performance, delivery status, scheduled campaigns, and fallback reports.

Date Range Filter

Users can select a custom date range to view campaign records.

Available Options

• Today
• Yesterday
• Last 7 Days
• Last 30 Days
• This Month
• Last Month
• Custom Range

Click Apply to load campaign data for the selected period.

Campaign Report Information

Available Actions

• View Campaign Details
• View Delivery Information
• Download Report

Delivery Report

The Delivery Report displays recipient-level delivery information and helps users verify message delivery status.

Features

• View delivery records.
• Download delivery report.

Schedule Report

The Schedule Report displays scheduled campaigns that are pending execution.

Fallback Report

The Fallback Report displays fallback campaign activity when messages are redirected through alternate channels.

• RCS to RCS Fallback – Redirected to alternate SMS route.

• RCS Fallback – Redirected from RCS to SMS or another supported channel.

• WA Fallback – Redirected to WhatsApp channels.

Available Information

• Campaign Date
• Campaign Name
• Template Information
• Interface / Channel
• Scheduled Information
• Campaign Status
• Total Count
• Cost
• Error Details

API CTA Report

The API CTA Report provides detailed information about CTA (Call-To-Action) responses received from RCS messages sent through API integration. This report helps users monitor customer interactions, track CTA button clicks and analyze campaign engagement.

Purpose

• Track CTA button responses.
• Monitor customer engagement.
• View Postback responses.
• Export CTA report.
• Filter records using date range.

API CTA Response Page

Report Columns

Day Wise Statistics

The Delivery Statistics report provides a summary of RCS delivery performance for a selected date range. It helps users monitor message delivery status, read counts, failed messages, and overall campaign performance.

Delivery Statistics Page

Generate Delivery Statistics

1. Select the From Date.
2. Select the To Date.
3. Click the Statistics button.

The system will generate delivery statistics for the selected date range.

Report Columns

• Received Date
• Pending
• DLR Awaited
• Delivered
• Undelivered
• Expired
• Rejected
• Others
• Total

RCS Dashboard

The Dashboard serves as the central overview screen of the RCS platform, providing users with a quick summary of messaging activities and performance metrics.

Features

Dashboard Widgets

🚀 Dashboard Purpose

📈 Chart Types

Line Chart View

Line Chart – Displays message trends over time using connected data points, making it easier to identify increases or decreases in activity.

Column Chart View

Column Chart – Displays message statistics using vertical bars, allowing users to compare message counts across different dates.

RCS Chatbot Automation Flow

Introduction

The RCS Chatbot Automation module enables businesses to create automated and interactive customer conversations using a visual drag-and-drop builder. Without writing any code, users can design chatbot workflows using triggers, text messages, quick reply buttons, rich cards, carousel cards, delay nodes, and Google Sheets integration. The platform helps businesses automate customer engagement, provide instant support, capture leads, and deliver rich conversational experiences through Google RCS Business Messaging.

Accessing the Automation Module

Step 1: Open Automation Module

Creating a New Chatbot Flow

Step 2: Create New Chatbot

The RCS Chatbot Flow popup window appears. Enter the following information:

Chatbot Flow Management

After creating a chatbot flow, it appears in the Chatbot Flow Management list where users can manage all chatbot activities.

Design Flow

The Design Flow option allows users to open the visual chatbot builder and create interactive conversation journeys using drag-and-drop nodes. Users can design chatbot workflows by connecting different nodes such as: • Start Trigger • Text Message • Question Message • Question Button • Action Button • Rich Card • Carousel Card • Google Sheets Integration • Delay Node This visual interface helps businesses build automated customer conversations without writing any code.

Edit Chatbot

Users can edit chatbot details such as Bot Name, Agent assignment, and chatbot status.

Delete Chatbot

Users can permanently remove chatbot flows that are no longer required.

Relaunch

The Relaunch option opens the visual Chatbot Builder where users can create conversation flows using drag-and-drop nodes.

Configuring Start Trigger

The Start Trigger is the starting point of every chatbot workflow. It allows businesses to define when a conversation should begin based on customer messages or keywords. For example, when a customer sends messages like "Hello", "Hi", or "Support", the chatbot automatically starts the configured conversation flow and provides the appropriate response.

Configure Event Keyword

Users can define chatbot trigger conditions using different keyword matching rules.

Configuration Process

Example

Building the Conversation Flow

The Chatbot Builder provides multiple nodes that can be connected to create interactive conversation workflows using drag-and-drop functionality.

Available Chatbot Components

The Chatbot Builder provides multiple message and automation components that can be connected together to create interactive customer journeys.

Text Message Node

The Select Variable option allows users to use chatbot variables that are automatically populated during the conversation flow. When a customer sends a message that exact like keyword, the chatbot can access related information through these variables and use it in different chatbot nodes.

• sender_number – Displays the mobile number of the customer who initiated the conversation.
• AgentPhoneNumber – Business or agent phone number configured for the RCS agent.
• AggregatorName – Displays the company name.

The Text Message node is used to send informative and personalized messages to customers. It is commonly used for: • Welcome Messages
• Order Confirmations
• Customer Support Replies
• Promotional Campaigns
• Service Notifications

Ask Question Message

The Ask Question node enables businesses to collect information directly from customers during a conversation. For example: Which product are you interested in? Please share your requirement. The customer's response can be stored and used in future chatbot steps, reports, or lead management.

Question Button Node

The Question Button node allows customers to choose an option from predefined quick reply buttons instead of typing manually. Example: What would you like assistance with?
• Explore Products
• Get Pricing Details
• Book Demo
• Latest Offers This creates a faster and more convenient customer experience.

Configuring Action Button Node

The Action Button node allows users to interact using Call-To-Action buttons inside chatbot messages.

Configuration Steps

Rich Card Node

The Rich Card Node allows businesses to create visually engaging messages by combining images, descriptions, and interactive buttons within a single card. Rich Cards are commonly used to showcase products, services, promotional offers, and business information in an attractive format that encourages customer interaction.

Interactive Buttons

Rich Cards support different button types that allow customers to interact directly with the chatbot message.

Carousel Card Node

The Carousel Card Node allows businesses to display multiple cards in a single horizontally scrollable message. Each card can contain an image, title, description, and interactive buttons, allowing customers to explore multiple products, services, or offers within a single chatbot message. Customers can swipe left or right to browse through the available cards and interact with the content easily.

Interactive Buttons

Each card within the Carousel can include different button types that allow customers to perform actions directly from the chatbot.

Exporting Data to Google Sheets

The Google Sheet Integration allows chatbot responses to be automatically stored in Google Sheets. Businesses can save: • Customer Name
• Mobile Number
• Email Address
• Product Interest
• Feedback This helps with lead management, reporting, and customer data organization.

Configuration

Delay Node

The Delay node pauses the chatbot flow for a specified duration before sending the next message.

Complete Chatbot Workflow

After configuring triggers, messages, buttons, rich cards, carousel and delays, the chatbot workflow is ready for deployment.

Publishing Chatbot Flow

Before deploying the chatbot, verify all nodes and workflow connections.

Conclusion

The RCS Chatbot Automation module enables businesses to automate customer conversations using an easy-to-use visual builder. With features such as Start Triggers, Text Messages, Question Buttons, Rich Cards, Carousel Cards, Google Sheets Integration, and Delay Nodes, businesses can create engaging and scalable RCS chatbot experiences without writing any code.

WhatsApp

The WhatsApp module enables businesses to communicate with customers using the WhatsApp Business API through a centralized platform. It provides everything required to configure and manage your WhatsApp Business Account (WABA), create and approve message templates, send campaigns, automate customer interactions, manage live chat agents, and monitor messaging performance.

Whether you're sending promotional campaigns, transactional notifications, authentication messages, or providing real-time customer support, the WhatsApp module offers the tools needed to streamline communication, improve customer engagement, and scale business conversations securely through Meta's WhatsApp Business Platform.

WhatsApp Features

Module Capabilities

WhatsApp Onboarding

WhatsApp Onboarding allows businesses to register and connect their WhatsApp Business Account with Omni Portal using Meta's official onboarding process. Once completed, you can manage messaging, templates, campaigns, reports and automation from a single platform.

Required Information

Set Up Your WhatsApp Business Account

Navigate to Configuration → WABA Channels and click Register New WhatsApp. This opens Meta's onboarding window where you can connect your WhatsApp Business Account.

Step 1 : Select Business Portfolio

Choose the Business Portfolio associated with your organization.

Step 2 : Add WhatsApp Phone Number

Step 3 : Review Permissions

WhatsApp Coexistence

WhatsApp Coexistence allows businesses to use the same WhatsApp Business App number together with the WhatsApp Business API. This enables businesses to continue using the mobile application while also accessing advanced API features through Omni Portal.

Key Advantages

Requirements

Step 1 : Select Business Assets

Navigate to Configuration → Coexistence Onboarding and click Connect with Facebook.

Step 2 : Verify Your Phone Number

Step 3 : Import Business Data

Best Practices

WhatsApp Templates

The WhatsApp Templates module enables businesses to create, manage, and monitor pre-approved message templates for their WhatsApp Business Account (WABA). These templates are mandatory for sending Marketing, Utility, and Authentication messages through the WhatsApp Business API.

Accessing Templates

Navigate to the following menu to access the template management screen:

The Manage Templates page displays all templates associated with the selected WhatsApp Business Account (WABA), including their category, language, approval status, creation date, and available actions.

Follow these steps to create a new WhatsApp template.

Step 1 : Select a Template Category

Select the category that best matches the purpose of your message.

Step 2 : Configure Template Details

After selecting the template category and type, configure all required template information before submitting it for review.

Step 3 : Configure Template Components

Depending on the selected template type, configure the following message components.

Supported Header Types

Supported Button Types

Step 4 : Preview Template

Before submitting the template for approval, use the built-in preview to verify how the message will appear in WhatsApp. Review the content, variables, media, and buttons to ensure everything is displayed correctly.

Step 5 : Submit for Approval

After completing the template configuration, submit it to Meta for review. Only approved templates can be used for campaigns and customer messaging.

Template Features

Manage Templates

The Manage Templates page displays all templates created under the selected WhatsApp Business Account (WABA).

Available Actions

WhatsApp Campaigns

The WhatsApp Campaigns module allows you to send Marketing, Utility, and Authentication messages using Meta-approved WhatsApp templates. Campaigns can be sent immediately or scheduled for a later date and targeted to individual contacts, contact groups, or uploaded recipient lists.

Prerequisites

Before creating a campaign, ensure that:

• An active WhatsApp Business Account (WABA) is configured.
• At least one Meta-approved WhatsApp template is available.
• Recipient mobile numbers are available for messaging.

Accessing Campaigns

Navigate to:

The campaign creation process consists of three steps:

Step 1: Configure Campaign Details

Enter the required campaign information:

Recipient Options

You can add recipients using any of the following methods:

Additional Options

The campaign module provides several options to simplify recipient management:

Step 2: Select a Template

Choose an approved WhatsApp template from the available list.

Templates can belong to one of the following categories:

Select a Template

Select an approved WhatsApp template from the available template list.

Configure Template Variables

After selecting the template:

• Configure all required template variables (for example, {{1}}, {{2}}).
• Enter the appropriate values for each variable.
• Ensure all mandatory variables are completed before proceeding.

Upload Media

If the selected template contains an Image, Video, or Document Header, upload the required media before continuing.

Preview Message

Preview the complete WhatsApp message before proceeding. Verify:

• Template content
• Variable values
• Media attachments
• Overall message appearance

Step 3: Verify & Send

Review the campaign configuration before sending the campaign. Verify the following details carefully:

Campaign Actions

After verifying all campaign information, choose one of the following options:

WhatsApp Campaign Dashboard

The WhatsApp Campaign Dashboard provides a centralized view of campaign performance and message delivery metrics, enabling users to monitor campaign effectiveness and track message status in real time.

Accessing the Dashboard

Navigate to:

The dashboard displays key performance metrics, message analytics, and template category insights for all campaigns sent through the configured WhatsApp Business Accounts (WABA).

Key Metrics

The dashboard provides an overview of the following metrics:

These metrics help you quickly evaluate campaign performance and delivery success.

Template Category Insights

Campaign statistics are grouped by template category, allowing you to compare messaging activity across different communication types.

Campaign Analytics

The dashboard includes interactive charts to visualize message performance over time.

• Sent Messages
• Delivered Messages
• Read Messages
• Failed Messages

Switch between the available chart views to analyze campaign trends and compare message performance over different periods.

Filter Dashboard Data

Use the Date Range filter to view campaign statistics for a specific period.

WhatsApp Reports

The WhatsApp Reports module provides detailed insights into WhatsApp campaign performance, message delivery, customer engagement, Flow execution, Template usage, and overall messaging statistics. It enables organizations to monitor communication performance, analyze campaign success, and optimize customer interactions using Meta WhatsApp Business Platform.

Report Dashboard

Purpose

The Reports module provides centralized reporting tools for all WhatsApp communication activities. Users can monitor campaign performance, review delivery status, analyze Flow submissions, monitor Template usage, and generate reports for business analysis.

Available Report Sections

Benefits

• Monitor WhatsApp campaign performance.
• Track message delivery and read status.
• Analyze customer engagement.
• Review Flow submissions.
• Monitor Template performance.
• Export reports for business analysis.

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Campaign Activity

Purpose

Campaign Activity displays every WhatsApp campaign created during a selected period. It helps users review campaign performance, delivery progress, scheduled campaigns and message statistics.

Date Range Filter

Users can filter campaign records using a custom date range.

Available Options

• Today
• Yesterday
• Last 7 Days
• Last 30 Days
• This Month
• Last Month
• Custom Range

Click Apply to load reports for the selected period.

Campaign Report Information

Available Actions

• View Campaign Details
• View Delivery Report
• Export Campaign Report

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Delivery Report

The Delivery Report provides recipient-level delivery information for every WhatsApp message sent. It helps administrators verify whether messages were delivered, read, failed, or pending.

Features

• View delivery status.
• Track read receipts.
• Monitor failed messages.
• Export delivery report.

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Schedule Report

The Schedule Report displays all WhatsApp campaigns that are scheduled for future delivery. It enables administrators to review, monitor and manage pending campaigns before execution.

Purpose

The Schedule Report helps users verify campaign schedules, review execution time, and monitor pending campaigns before they are processed.

Report Details

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Fallback Report

The Fallback Report displays WhatsApp campaign activity that has been redirected to alternate messaging channels when WhatsApp message delivery is unsuccessful or when fallback routing has been configured.

• WhatsApp to SMS Fallback – Messages that could not be delivered through WhatsApp are automatically redirected to SMS.

• WhatsApp Retry – Displays messages that were retried after temporary delivery failures.

• Fallback Delivery Report – Displays the final delivery status after fallback routing has been completed.

Available Information

• Campaign Date
• Campaign Name
• Template Name
• WABA Number
• Recipient Number
• Fallback Channel
• Delivery Status
• Failure Reason
• Scheduled Information
• Campaign Status
• Total Messages
• Successful Fallback Count
• Failed Fallback Count
• Error Details

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API Report

The API Report provides recipient-level information for WhatsApp messages sent through HTTP/API integration. It allows users to monitor delivery status, acknowledgements, interface details, message cost, and any delivery errors generated during API-based communication.

Purpose

The API Report helps administrators verify message delivery, monitor API transactions, review acknowledgement information, and troubleshoot delivery failures from WhatsApp API campaigns.

How to Access

Report Information

Available Actions

• Search Records
• Filter by Date
• View Details
• Download Report
• Export Report

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Delivery Statistics

Day Wise Statistics provides a summarized view of WhatsApp message delivery performance over a selected date range.

Purpose

This report helps administrators analyze daily messaging activity and identify delivery trends.

Generate Statistics

Statistics Fields

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Export Reports

All WhatsApp reports can be exported for offline analysis.

Key Benefits

• Monitor WhatsApp campaign performance.
• Track message delivery and read receipts.
• Analyze customer engagement.
• Review Flow and Template performance.
• Monitor scheduled campaigns.
• Generate daily statistics.
• Export reports in multiple formats.
• Improve campaign effectiveness using analytics.

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Flow Report

The Flow Report provides complete visibility into WhatsApp Flows created within the Omni Portal. It helps administrators monitor Flow execution, customer responses, completion status and overall Flow performance.

Purpose

The Flow Report enables organizations to analyze customer interactions inside WhatsApp Flows. It records how users respond to Flow forms, tracks submission status, and provides statistics that help improve customer engagement.

How to Access

The dashboard lists every WhatsApp Flow created within the selected date range along with execution details.

Report Information

Flow Performance Metrics

Available Actions

• View Flow Details
• View Customer Responses
• Filter by Date
• Export Flow Report
• Refresh Report

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Template Report

The Template Report provides detailed analytics for WhatsApp message templates used within the Omni Portal. It enables users to monitor template performance, delivery statistics, customer engagement, and overall messaging effectiveness.

Purpose

The Template Report helps administrators evaluate the performance of approved WhatsApp templates by displaying message statistics, delivery information, read rates, and customer engagement metrics.

How to Access

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The dashboard displays all approved WhatsApp templates together with their delivery statistics.

Template Statistics

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Report Details

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Available Actions

• View Template Details
• Filter by Date
• Export Template Report
• Download Excel Report
• Refresh Statistics

Benefits

• Monitor template performance.
• Track delivery statistics.
• Measure customer engagement.
• Analyze read rate.
• Identify failed messages.
• Improve campaign performance.

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WhatsApp Agent

The WhatsApp Agent module enables administrators to create and manage support agents, configure automated chat settings, and manage customer conversations through the Live Agent interface.

Agent Management

The Agent Management module enables administrators to create and manage support agents for WhatsApp Live Chat. Each agent can be assigned conversations, access configured WhatsApp channels, and handle customer interactions in real time.

Accessing Agent Management

The page displays all configured agents along with their contact details, account status, permissions and available actions.

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Agent List

The Agent List page is used to create and manage customer support agents for WhatsApp Live Chat. Administrators can add new agents, assign permissions, configure chat settings and manage agent access from this screen.

Overview

The page displays all registered agents along with their account and communication details.

Information Available

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Creating a New Agent

To create a new agent:

Enter the Required Information

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Chat Message Configuration

Once an agent is successfully created, chat automation can be configured through Chat Message Config.

Navigation

Select:

• Channel – Choose the WhatsApp channel.
• Agent – Select the agent created from the Agent List.

The Chat Message Config page provides the following settings:

• Welcome Message
• Working / Operational Hours
• Off Hours Message

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Welcome Message

The Welcome Message is an automated message sent when a customer sends their first message during operational hours.

Configuration Steps

1. Enable the Welcome Message toggle.
2. Click Configure.
3. Enter the desired welcome message.
4. Save the configuration.

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Working / Operational Hours

Administrators can configure operational hours on a day-wise basis for automated replies.

Configuration

1. Enable the toggle for the required days.
2. Specify the Start Time and End Time.
3. Save the settings.

Example Schedule

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Off Hours Message

The Off Hours Message is automatically sent when a customer sends a message outside the configured working hours.

Configuration Steps

1. Enable the Off Hours Message option.
2. Click Configure.
3. Enter the message to be sent during non-working hours.
4. Save the configuration.

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Live Agent

The Live Agent module enables agents to manage customer conversations in real time through WhatsApp. It provides a unified chat interface where agents can view conversations, send messages, assign chats, update chat status and manage customer details.

Accessing Live Agent

The screen is divided into three major sections:

• Conversation Panel
• Chat Window
• Customer Information Panel

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1. Conversation Panel

The left panel displays all customer conversations.

Features

Search Conversations

Search customers using their name or phone number.

Conversation Filter

Filter chats based on available categories.

Conversation List

The conversation list displays:

• Customer Name
• Last Message
• Last Activity Time
• Unread Messages

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2. Chat Window

The center section displays the complete conversation between the customer and the agent.

Features

Chat History

Agents can:

• View previous messages.
• Review customer interactions.
• Track message timestamps.

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Send Messages

At the bottom of the chat window, agents can type and send messages.

Supported message types include:

• Text Messages
• Images
• Documents
• Videos
• Audio Files
• Location Information

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Attachment Options

Click the Attachment icon beside the message box.

The following options are available:

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Template Messages

Agents can send pre-approved WhatsApp templates directly from the chat window.

Click the Template icon beside the message box.

The Template popup contains three categories of templates:

• Marketing Templates
• Utility Templates
• Authentication Templates

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Marketing Templates

Marketing templates are used for:

• Promotional offers
• Discounts
• Campaign messages

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Utility Templates

Utility templates are used for:

• Order updates
• Service notifications
• Transaction alerts

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Authentication Templates

Authentication templates are used for:

• OTP verification
• Login authentication
• Security verification

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Add to Favourite

Agents can mark important conversations as Favourite for quick access and easy tracking.

How to Add a Conversation to Favourite

Benefits

• Quickly access important customer conversations.
• Prioritize VIP or frequently contacted customers.
• Organize active chats efficiently.
• Reduce the time required to search for important conversations.

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Submit As Status

At the top of the chat window, agents can update the conversation status.

Available Statuses

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3. Customer Information Panel

The right panel displays customer information.

Available Details

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Actions

Administrators and agents can perform the following actions from the Customer Information Panel.

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Block Customer

Click Block Customer to prevent the customer from sending further WhatsApp messages.

Blocked customers:

• Cannot initiate chats.
• Cannot send messages to the channel.

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Assign Agent

The Assign Agent section allows conversations to be transferred to another support agent.

Example Available Agents:

• test2
• Anish01
• nushra123

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Notes

The Notes section allows agents to record internal information related to a customer conversation.

Agents can:

• Add internal notes.
• Record customer preferences.
• Store follow-up information.

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Customer Journey

The Customer Journey section provides the customer's interaction history with the business.

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This information helps agents understand:

• Previous conversations.
• Campaign interactions.
• Order or service history.
• Customer engagement timeline.

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Export Conversation

Click the three-dot menu available beside the account name to export customer conversations.

Available options:

• Export Conversation
• Active Exports

This feature allows administrators to download chat history for:

• Reporting
• Auditing
• Customer Support Records

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Live Agent History

The Live Agent History module allows users to view all previous conversations handled by Live Agents. Users can search conversations, review chat history and access customer interactions from a single screen.

This feature helps users track communication records and quickly reopen previous conversations whenever required.

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Accessing Live Agent History

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Conversation List

The left panel displays a list of customer conversations.

For each conversation, users can view:

• Customer Name
• Customer Profile Icon
• Last Message
• Time of Last Message
• Conversation Preview

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Search Conversations

At the top of the conversation panel, a Search Conversations field is available.

Users can:

• Search chats by customer name.
• Quickly locate previous conversations.
• Filter conversations without scrolling through the list.

Steps

1. Click the Search Conversations box.
2. Enter the customer name.
3. Matching conversations appear automatically.

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Open a Conversation

To review any previous conversation:

1. Click any customer from the conversation list.
2. The selected conversation opens on the right side.
3. Review the complete chat history.

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View Chat History

The chat window displays:

• Customer messages
• Agent replies
• Template messages
• Date and time of messages
• Previous conversation history

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Customer Information

At the top of the conversation window, users can view:

• Customer Name
• Channel Information
• Conversation Category

This information helps users identify the customer and the communication channel being used.

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Benefits

• Access previous customer conversations.
• Search chats quickly.
• Review complete interaction history.
• Verify template messages sent to customers.
• Continue conversations without losing previous records.

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Agent Campaign

The Agent Campaign module allows users to view and manage campaigns created through Live Agents. Users can track campaign activities, monitor campaign status, and review campaign details such as template information, scheduled time, total recipients, and delivery status.

This page provides a centralized view of all Agent Campaign records.

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How to Access

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Agent Campaign Dashboard

The Agent Campaign dashboard provides the following sections:

• Date Range Filter
• Campaign Records Table
• Campaign Status Information
• Scheduled Campaign Details
• Campaign Actions

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Filter Campaign Records

Users can filter campaign records using a custom date range.

Steps

1. Click the Date Range field.
2. Select the required start and end dates.
3. The system displays campaigns created within the selected period.

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Campaign Records Table

The table displays all campaign records with the following information.

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Campaign Status

Users can monitor the current status of each campaign.

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Search and Review Campaigns

Users can perform the following actions from the Agent Campaign page:

• Filter campaigns using a date range.
• Review campaign details.
• Check templates used in campaigns.
• View campaign status and delivery information.
• Monitor campaign performance.

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Benefits

• View all Live Agent campaigns from a single screen.
• Monitor campaign execution status.
• Track scheduled campaigns.
• Review templates and communication channels.
• Access campaign statistics and historical records.

Chatbot Builder

The Chatbot Builder allows users to create, design, and automate WhatsApp chatbot conversations using an intuitive drag-and-drop flow builder. Users can configure triggers, design conversation flows, integrate APIs, automate notifications, and publish chatbot workflows without writing code.

Overview

The Chatbot Builder provides a visual interface for creating conversational workflows. Each chatbot flow consists of connected nodes representing messages, questions, actions, delays, integrations, and automation logic.

Access Chatbot Builder

WhatsApp Chatbot Flows

The WhatsApp Chatbot Flows page displays every chatbot created for your connected WhatsApp Business channels.

Available Features

• View chatbot flows
• Create a new chatbot
• Search chatbot flows
• Enable or disable flows
• Edit chatbot flows
• Duplicate chatbot flows
• Delete chatbot flows

Create a New Chatbot Flow

Click Add Chatbot Flow to create a new chatbot.

Chatbot Flow Builder

The Chatbot Flow Builder is a visual drag-and-drop workspace used to create WhatsApp chatbot conversations. Users can connect different nodes together to automate customer interactions without writing code.

Builder Components

Flow Controls

The top toolbar contains several controls for managing the chatbot flow.

Canvas Controls

The canvas controls help users navigate large chatbot workflows.

Start Trigger

Every chatbot flow begins with a Start Trigger. It defines when the chatbot conversation should start.

Trigger Conditions

Add Conversation Nodes

Click the connection point on any node to display the list of available chatbot actions. Each node performs a specific function within the chatbot conversation.

Send Message

The Send Message node is used to send a standard WhatsApp message to the customer. It supports text as well as different media types, allowing businesses to create rich and engaging conversations.

Supported Message Types

Media Source

Media files can be selected in two different ways:

• Upload the media directly.
• Use a workflow variable containing the media URL.

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WhatsApp Template

The WhatsApp Template node is used to send an approved Meta WhatsApp template. This node allows you to select and configure an existing template before sending it to customers.

Overview

This node sends an approved Meta WhatsApp template. Click Manage WhatsApp Template to configure and attach a template to the chatbot flow.

Template Configuration

Configure the following fields before attaching the template.

Steps to Configure a WhatsApp Template

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Ask Question Message

The Ask Question Message node allows the chatbot to ask a question and wait for the customer's response before continuing the conversation.

Features

• Ask open-ended questions.
• Store user responses into workflow variables.
• Validate user input.
• Continue the conversation using captured data.

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Location Request

The Location Request node asks customers to share their live location through WhatsApp.

Purpose

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Question Button

The Question Button node creates interactive reply buttons that allow users to select one of the predefined options. The selected button value is stored and can be used in subsequent chatbot nodes.

Overview

The Question Button node provides an interactive way for users to respond without typing. It displays reply buttons below the message, allowing customers to quickly select one of the available options.

Configuration

Configure the following options while creating a Question Button node.

Header Types

The Question Button node supports the following header types.

Steps to Configure

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Action Button

The Action Button node creates WhatsApp Call-to-Action (CTA) buttons. These buttons allow users to either open a website or make a phone call directly from the WhatsApp conversation.

Overview

The Action Button node is commonly used to direct users to external websites or enable one-tap phone calls. It supports two Call-to-Action button types.

Supported Button Types

Configuration

Configure the following options before saving the Action Button node.

Available Header Types

Steps to Configure

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Webhook Configuration

The Webhook Configuration node connects the chatbot with external applications or APIs. It enables the chatbot to exchange data with external systems and process responses during workflow execution.

Overview

Webhook nodes are used to integrate chatbot workflows with external applications, REST APIs, CRM systems, databases, third-party services, and custom applications.

Configuration Options

Configure the following options before saving the Webhook node.

Steps to Configure

Use Cases

• Connect chatbot workflows with CRM systems.
• Retrieve customer information from external databases.
• Integrate with third-party services and REST APIs.
• Exchange data with custom business applications.

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Multi List

The Multi List node displays a WhatsApp interactive list with multiple selectable options. Users can choose an option from the list, and the selected value is stored for further processing within the chatbot workflow.

Overview

The Multi List node is used to create interactive WhatsApp list messages. It organizes multiple options into sections, making it easier for users to select the required option from a structured menu.

Configuration Options

Configure the following fields before saving the Multi List node.

Steps to Configure

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Dynamic List

The Dynamic List node allows you to display a WhatsApp Interactive List using dynamic data received from an API, Webhook, or stored variable. Instead of manually creating list items, the node automatically generates them from JSON data.

Overview

The Dynamic List node automatically generates WhatsApp Interactive Lists using dynamic JSON data. It is useful for displaying products, categories, services, appointments, store locations, or any dynamic records returned by an API or Webhook.

Configuration Options

JSON Response Filter Keys

Map the JSON response fields returned by your API or Webhook.

Example JSON Response

        {
          "section_title": "Electronics",
          "row_title": "iPhone 16",
          "row_description": "Available in stock"
        }
        

Pagination

Steps to Configure

Use Cases

• Product List
• Service Selection
• Appointment Slots
• Store Locations
• Category Selection

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Google Sheet Report

The Google Sheet Report node automatically stores chatbot responses in a Google Sheet. This helps businesses maintain customer records, generate reports, and analyze chatbot interactions without manual data entry.

Configuration

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Agent Notification

The Agent Notification node is used to send automated notifications to agents whenever the workflow reaches this step. Notifications can be be delivered through supported communication channels such as Email or WhatsApp (depending on the configured provider).

This node helps ensure that agents receive important information, customer details, or workflow updates instantly without requiring manual intervention.

Configuration

Configure the following fields to define how the notification should be sent.

Using Dynamic Variables

The Select Variable option allows you to insert workflow variables directly into the email content. Variables are automatically replaced with actual values when the workflow is executed.

Example

Email Subject

New Customer Inquiry - {{CustomerName}}

Email Body

Hello Team,

        A new inquiry has been received.

        Customer Name: {{CustomerName}}
        Phone Number: {{PhoneNumber}}
        Email: {{Email}}

        Please follow up with the customer as soon as possible.

        Thank you.

When the workflow runs, the placeholders are automatically replaced with the corresponding customer information.

How It Works

Best Practices

• Select a valid and active email provider before configuring the node.
• Verify recipient email addresses to prevent delivery failures.
• Use a clear and descriptive email subject.
• Use dynamic variables to personalize notifications.
• Keep the email content concise and easy to understand.
• Test the workflow before publishing it to ensure notifications are delivered successfully.

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Send Flow Message

The Send Flow Message node sends a WhatsApp Flow to users. WhatsApp Flows provide interactive forms that allow users to enter information without leaving the chat.

Overview

The Send Flow Message node enables businesses to launch interactive WhatsApp Flows directly from the chatbot. Users can complete forms, provide information, and perform guided actions without leaving the WhatsApp conversation.

Configuration

Configure the following options before saving the Send Flow Message node.

Steps to Configure

Common Uses

• Booking Forms
• Registration
• Feedback Collection
• Customer Information
• Appointment Scheduling

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Delay

The Delay node pauses the chatbot flow before continuing to the next step. It is useful for making conversations appear more natural or waiting before sending follow-up messages.

Overview

The Delay node temporarily pauses the chatbot workflow for a specified period before executing the next connected node. This helps create a more natural conversation experience by preventing messages from being sent instantly.

Configuration

Configure the following fields before saving the Delay node.

Example

You can assign a descriptive name to the node for easier identification.

Supported Time Units

• Seconds
• Minutes
• Hours

Use Cases

• Simulate typing delay.
• Wait before sending follow-up messages.
• Improve the overall conversation flow.

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Send Carousel Message

The Carousel Message node sends multiple interactive cards in a horizontally scrollable carousel. Each card can contain media, text, and action buttons.

Overview

The Carousel Message node allows you to present multiple cards in a single WhatsApp message. Each card can contain media, descriptive text, and an action button, enabling users to browse information without leaving the conversation.

Configuration

Configure the following fields before saving the Carousel Message node.

Card Components

Each carousel card can include the following components.

Supported Header Media Types

• Image
• Video

Steps to Configure

Common Uses

• Product Showcase
• Hotel Listings
• Travel Packages
• Real Estate
• Promotions

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Google Calendar Booking

The Google Calendar node creates calendar events automatically from chatbot responses. It can also send calendar invitations and optionally generate Google Meet links for online meetings.

Overview

The Google Calendar node allows chatbot workflows to automatically schedule events in Google Calendar using information collected from customers. This is useful for appointment booking, consultations, interviews, demos, and business meetings.

Connect Google Account

Choose an existing Google account or add a new Google account before configuring the calendar event.

Configuration

Steps to Configure

Common Uses

• Appointment Booking
• Doctor Consultation
• Demo Scheduling
• Business Meetings
• Interviews
• Customer Visits

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Catalog Message

The Catalog Message node allows you to send WhatsApp Catalog products directly within the chatbot conversation. Customers can browse products without leaving WhatsApp.

Overview

The Catalog Message node enables businesses to showcase products from their WhatsApp Business Catalog. Customers can browse product listings, view details, and interact with catalog items directly within the WhatsApp chat.

Configuration

Configure the following fields before saving the Catalog Message node.

Catalog Message Types

Choose how products should be displayed to customers.

Steps to Configure

Common Uses

• Product Catalog
• E-commerce
• Fashion Store
• Electronics
• Grocery
• Restaurant Menus
• Product Recommendations

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WhatsApp Flows

The WhatsApp Flows module allows businesses to create interactive WhatsApp forms that collect customer information, automate workflows, and improve customer engagement directly within WhatsApp conversations.

Overview

The WhatsApp Flows module enables administrators to design interactive forms that customers can complete directly inside WhatsApp. These flows can capture customer information, automate business processes, and improve engagement without redirecting users to external websites.

Accessing WhatsApp Flows

Follow the steps below to open the WhatsApp Flows module.

Available Options

Creating a New WhatsApp Flow

To create a new WhatsApp Flow, open the WhatsApp Flows page and click the New Form card. The Flow Builder opens where you can design interactive WhatsApp forms.

Flow Builder Overview

The Flow Builder provides all the tools required to create interactive multi-step WhatsApp forms.

Screen Panel

• Displays all screens added to the flow.
• By default, Screen 1 is created automatically.
• Click + New Screen to create additional screens.
• Multi-screen flows are useful for long forms and guided customer journeys.

Build & Responses Tabs

Screen Title

Each screen can be renamed by clicking the Edit (✏️) icon beside the screen name. Using meaningful screen names makes multi-step flows easier to manage.

Content Area

The Content Area is the primary workspace where you build each screen of the WhatsApp Flow. Components added here are displayed to users inside the WhatsApp conversation.

By default, every new screen contains the following components:

Live Mobile Preview

A live mobile preview is displayed on the right side of the Flow Builder. It instantly reflects every change made while designing the flow, allowing you to verify the appearance before publishing.

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Editing Text Components

Every text component includes formatting options that help organize information and improve readability.

Each text component provides a drop-down menu where you can change its display style.

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Adding New Components

Click + Add Content to insert additional components into the current screen.

The Flow Builder supports multiple component types for collecting different kinds of customer information.

Text Components

• H1 (Large Heading)
• H2 (Small Heading)
• Caption
• Body

Text Answer Components

• Text
• Passcode
• Email
• Phone Number
• Number
• Password
• Paragraph
• Date Picker

Selection Components

• Single Choice
• Multiple Choice
• Dropdown
• Opt-in Toggle

Media Components

• Image

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Saving the Flow

Once the design is complete, save the flow so you can continue editing or publish it later.

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Managing Existing Flows

Every existing flow contains a More Options (⋮) menu that provides additional management actions.

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QR Codes

The QR Codes module allows businesses to create and manage WhatsApp QR Codes that customers can scan to instantly start a conversation with a predefined message.

Overview

The QR Codes module enables administrators to generate QR Codes linked to a WhatsApp Business Account. When customers scan the QR Code, WhatsApp automatically opens with a predefined message, making communication faster and more convenient.

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Accessing QR Codes

Follow the steps below to access the QR Codes module.

QR Links Page

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Create a QR Code

Click the Add QRCode button to open the Add/Edit QR Code window.

Configuration

QR Types

Message Text

The Message Text field defines the default WhatsApp message that appears automatically after the QR Code is scanned.

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Saving the QR Code

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Managing QR Codes

Each QR Code provides management actions through the Actions column.

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WhatsApp Widget

The WhatsApp Widget module allows you to create a customizable WhatsApp chat widget that can be embedded on your website. Visitors can instantly start a conversation with your business without manually searching for your WhatsApp number.

Overview

The WhatsApp Widget can be embedded into any website using a generated HTML/JavaScript snippet. After configuration, a floating WhatsApp button appears on your website and opens a customizable chat window.

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Accessing WhatsApp Widget

Follow the steps below to open the WhatsApp Widget module.

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Domain Configuration

The Domain field specifies the website where the widget is authorized to run.

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WhatsApp Button

The WhatsApp Button section controls the appearance and behavior of the floating WhatsApp button displayed on your website.

Configuration

Button Position

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WhatsApp Widget

The WhatsApp Widget section allows you to customize the chat popup displayed after a visitor clicks the floating WhatsApp button.

Widget Configuration

Configure the following settings to customize the appearance and behavior of the WhatsApp chat window.

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Subtitle Examples

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Open Widget by Default

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Generate Snippet

After configuring all widget settings, click Generate Snippet.

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Widget Preview

The preview section allows you to verify the appearance of the WhatsApp Widget before embedding it on your website.

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Example

In the example shown below, the floating button displays Chat with us. After clicking it, the visitor sees the business profile, online status, welcome message, and a Chat Now button that redirects directly to WhatsApp.

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Email Provider

The Email Provider module allows administrators to configure email service providers used by the application to send notifications, alerts, OTPs, transactional emails, and other system-generated messages. The system supports both SMTP and SendGrid.

Overview

The Email Provider module centralizes email configuration so that all outgoing emails are sent through a secure and reliable provider. Administrators can configure SMTP servers or integrate SendGrid based on business requirements.

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Accessing Email Provider

Follow these steps to open the Email Provider module.

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Email Provider List

The Email Provider List displays all configured email providers and their configuration details.

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Add Email Provider

Click the Add Email button to configure a new email service provider.

The Create Email Provider dialog provides two supported configuration methods.

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SMTP Configuration

Select the SMTP tab to configure your SMTP email server.

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SendGrid Configuration

The SendGrid configuration allows you to use Twilio SendGrid as your email delivery provider. It is recommended for reliable and scalable transactional email delivery.

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Managing Email Providers

After saving an Email Provider, it appears in the Email Provider List. Administrators can manage providers directly from the Actions column.

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Example Configuration

Suppose your organization wants to use Gmail SMTP for sending system-generated emails.

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Best Practices

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Troubleshooting

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Best Practices

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Troubleshooting

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Frequently Asked Questions (FAQ)

Can I create multiple chatbot flows?

Yes. You can create and manage multiple chatbot flows for different business use cases and WhatsApp channels.

Can chatbot flows call external APIs?

Yes. The Webhook Config node allows chatbot flows to integrate with external APIs and third-party applications.

Can I schedule appointments?

Yes. The Google Calendar Booking node enables customers to schedule appointments directly through WhatsApp.

Can I collect customer information?

Yes. Nodes such as Ask Question Message, Question Button, Dynamic List, and Multi List can capture customer responses and store them in workflow variables.

Can I notify support agents automatically?

Yes. The Agent Notification node can automatically send notifications to configured agents whenever required.

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Summary

The WhatsApp Chatbot Builder provides a powerful visual platform for creating automated customer conversations without coding. Using drag-and-drop nodes, businesses can design complete customer journeys, integrate external services, collect customer information, send interactive messages, schedule appointments, and automate notifications—all within a single workflow.