# All Steps # Create an Account Create new Account Go to Create an Account -: Click on Create Account and fill out the details.

1. Enter the Email ID 2. Enter the Password. 3. Select the Country. 4. Select the Country Code. 5. Enter the Phone Number. 6. Click on Register.

Simply enter the details and click the Register Button.

It will send an email to confirm your details. Login to your email, then confirm the account. Once done, open the login window and use your details to log in.

# Login To use the platform, you need to log in, first. Therefore, open[ ](https://app.rumwork.io/auth/login) on your browser window.
Or you can click the Register/Login button. This will open the following login page.
![](https://lh7-us.googleusercontent.com/WeJKfg6fvHtkvSSQ9h2UNKd27R18HK4s_dkiSuQwlZuw9lWUCuf6KeDARh2fjYXvB0VTwKcNwb2msnT7efjqZd1h06bTKikp0NqnXNc5j4SDHeOqDe3_ucVF0Dgzi55Y6gMcvZaaBBQmmf7T6edktg)
Enter the ID and Password then log in.
If you Don’t have any ID and Password then Click on Create an account.
![](https://lh7-us.googleusercontent.com/ETAj_qSjnSNwqBXGNDNdDB4mp_X63nPKBJIGM9-tHsYZUCWJ6FuqT6sqiavSa0wLhsLmXpV2l4UGLWdRW_KlvNmnDjBTCK2P5Z8QYj-H6j1nRMiiAN05OUvCbPc1Cao-fFLqmw61f80i18fCnO7bGw)
Fill in the details like (Email, Password, Country, Phone number with Country Code)
Simply enter the details and click the Register Button.

It will send an email to confirm your details. Login to your email, then confirm the account. Once done, open the login window and use your details to log in. \
![](https://lh7-us.googleusercontent.com/_1nlK3bdA6t4UzjDZL9ATluML24EtUIuE4F5dQ0sDet8YxoVgVhqBIlkzR5cfDpdK3fg_hhSbV9J3CXLK4AyfY_PE6EmgHPqvxKeF0ORogG0Q3KTe0JWkng2UGlBvaMrhEW8-ViL3_GvoW9CeAggRg)
Upon successful login, you'll find yourself on the Dashboard
#### Forgot Password
If you've forgotten your password, simply click Forgot Password. Then, enter your email and click on the Send reset link button.
Open your email and follow the instructions to reset your password. ![](https://lh7-us.googleusercontent.com/jqEUQPgmVkyIr0DxHvr5MoKX47plXBp1jPWzynHdeTvG0O7ajuKt7cH_KMpPhh0ENN-BGq6-W3XhhtHHMLt3hGsbINw5O8Baz4o6S1hUBZkv50uwHOzmZ_VvYDegKu98IKPHbXMg9HH7g-Ao7XIsVg)
# Channel ## How To Set Up an Account 1. Goto to - 2. Click on Create Account and fill out the details.

3. After login goto - Settings- Channels- Create Channels - Configure Cloud API

4. After that you will see the below pop-up- Just go there and choose - “I want to create a new WhatsApp business API” & tell the client to click on “Log in with Facebook”

Like I choose, I want to create a new WhatsApp business API.

Here if you want to change login details then click on login into another account otherwise click on continue.

Click on Get Started.

Choose a Business portfolio.

If you would like to create a WhatsApp account then choose the same as the above image otherwise if you already have a WhatsApp account then choose an available one.

Click on next to create a new Whatsapp business profile.

Fill in the details as per the above form.

Choose your Country code enter your phone number and choose how would you like to receive the OTP & then next
.

Enter your OTP and verify.

After verification, you will be able to see your WhatsApp profile here then click on next.

Click on ok.

Click on Continue.

Click on Finish after finishing you will be able to see the below screenshot where you can add your channel.

Your channel will be created

\
If you have already created a channel before, the Channels window then shows a channel list allowing you to apply changes to existing channels easily.

Click on the Edit Button Change the details and Save.

# Dashboard Using the dashboard, you can quickly view the status of conversations: Total messages exchanged - received, and sent based on different channels and team members during a particular time.

\
Dashboard Overview
A dashboard provides a visual representation of key metrics and data points to help users understand and monitor the performance of a system, project, or business process. \ \ \ \ \ \ \ \ \
Filter By Select channel (WhatsApp, Facebook, Instagram, etc)

Filter By Select Date Range

\
#### Total Conversations
In the context of a chatbot, "Total Conversations" refers to the complete number of interactions or sessions that the chatbot has had with users over a specified period. Each conversation typically represents a single instance of a user engaging with the chatbot, which can include multiple messages exchanged back and forth within that session.

#### Free Conversations
All are message interactions between the user and a bot's free conversation.

#### Paid Conversations All messages initiated by marketing and business-initiated messages are counted in Paid Conversations. ![](https://lh7-us.googleusercontent.com/H27RlOxbGQIWPTHANyN3WlOE_cQp3iVv6ZqLKh_gFTRSVNau29wIOpZxgnW-1y8y9L1roTXmhooYYVosSmfGB_5HEAEqn9IdfZhHFwWm2hfrdDI94bV3G4ZfvzaCmovguwa9C7G5BVJgmXa2_VNe0Q)
#### Apx. Charges \
### Support
Graphical report of agent and all the conversations.

Marketing
All messages are initiated by marketing and business-initiated messages showing them all. Showing all details are Recent Campaigns and Recent Drip Campaigns. ![](https://lh7-us.googleusercontent.com/0UGSxIWzZHKdNEJbg9oZo31BgBkQhKH63U6AJqS_wh10s5csr2veK4DV_FEG3-mXu7ej1ttl4AhmmZ_ZEPGOOVQ59oAhvc-vEB6mr12lQVP1CFh5AEIAzx1MUrx5BRjoBDmrSkAkpm5Ny_-mtVsYTQ) Live Reporting Showing all data of Agent. 1. Agent Status 2. Avg. First Response 3. Avg. Response Time 4. Avg. Closing Time 5. Live Agent Queue 6. Live Agent Report

# Chat The Chat module allows viewing user/customer messages sent or received on different chat platforms. Plus, it enables you to communicate with your customers on different channels and provide top-notch customer service without opening too many platforms or inboxes. Through Chat, you can respond to queries coming from WhatsApp, Facebook, and Instagram.
Here are showing all our conversations in the chat section. The Chat module has different sections that allow you to efficiently manage and perform several actions on conversations.

\ \ \
Filters
![](https://lh7-us.googleusercontent.com/Tfm2JGA1LO8qs8xb6Y5PdYFXUQY6n-87U8cdM4wSkqRIqfe3QM8l6oVvcsi9oxGkajChEM70SfBdm3MbmROu68p-8wXmF5KKEIh7W-7lNth4rvyS3F220gux7Ey5lyP22cm0y5TxZtpApkRFLRhAfw) \
Click on Tags select the tag and click on the Apply Button, then show the data according to apply the filters.
Apply the Multiple filters at the same time in the chat screen.
![](https://lh7-us.googleusercontent.com/00xF6E_m7IenyjwpBAzdzhm1rXvuHwUJYtX05dGEvPn1uFMr3EhWD4JQcFF6Ln69kneGIzKQh8f86lRNC1Q7nbacDQPu3eW_um-bId_AFxXbHu9aIy3Io_qXrzLexvpSljirjY43jHzOghgW9PPfnw) \ \
### Quick Filters
Pinned contacts Pinned contacts in chatbots refer to a feature where certain contacts or conversations are given priority and can be accessed quickly, often appearing at the top of the chat interface. This concept can be particularly useful in the context of chatbots for several reasons:
![](https://lh7-us.googleusercontent.com/KPnd9OQJA8V1YuL97FMd7at8Gig1y5yxaK1XLbNIK0MmUFkkyu3Bdk1w0zpdvi6XS7AaSp8C_19V0O4R1DRCcqY7WxT0mLPDkp83koGQAxWjTqfz91JQ_WBCAlz35-WJn2QiKs7XPGZtbegxtSkIng)
### Channels It sounds like you want to see chats from different channels and choose which channel's chat to view. The functionality you're describing is often found in chat applications like WhatsApp, Instagram, Facebook, or any other platform that supports multiple chat channels.
![](https://lh7-us.googleusercontent.com/lmL_i_QdsHiu3Ycy7pn6AUeyYAU2EPxdq8i1AkJ-09y3fBsScc0o_MNUhdc-2oY9uU_ukrSdodvfaARTBITMvDRL9CceuPTKFhxKRdpNEqiyWvRrarUEMCP6kiLIZVZNscP0MPTJamdJ9U-9H16QAA) ### Search Chat Search the chat for any specific contact and name need to click the search option.
Enter the details and click outside of the search bar, results are showing here. ![](https://lh7-us.googleusercontent.com/GbBXPMVjw6hA0dzwG5ZyvElLnH_6aSOQvWO-63AL_RXDPX1D33Z-8gxp4-XZovkCHC93CcheL1mEQjOVad6jMXFMtNQrhFIEz1NR-pA4i2nYPobtpgZA_ktUQcATEbI2iaGvbsl7ztRTyLICahYC8g)Like this \
Here are showing the multiple options so multiple uses in the chat screen. ![](https://lh7-us.googleusercontent.com/G0NWICmb2DTPn-JixhJdE0g0G_zOndeUw0dmUDkLzgouVSPyYbaLJmJtCaoa7Wp4sB3OMIGLfxj8Bp3iMqGFOycGdK2GtgVbus-1U5ErYJzBCCTB5M7eTK5rtWlaVBnlft-0wl10-Rgal88ofZip3g)
#### Create New Contact
Click on Create New Contact and add the new contact to the contacts.
![](https://lh7-us.googleusercontent.com/f5-1u3kfrtSNVePcRMqDhpSnH2QMVdrnMZYCA73_VutdkpXenrJt82VoH7BVQgCp7R2lVxpTMjAhy2-gaLg2e-86k2QFB0XJUzjybD6RDU1gH5ViXgn9HLVoqrzBA97K8igkV8hHp4t03ziukOhRRg) \ \ \
File all the details in the contact form and click on the Add button.
![](https://lh7-us.googleusercontent.com/LI3hjKBmxeTh8LVMq5vVklGKwp80t8nBnjXkyTVSsJKU0ph1IRGM-18c2Qyc2Ae6-sKnrcKntynuP-mG-6HRdnzTsUpbu4smZAhQC298vIeBqL3In-4bwr_mnumo4HeEXkZLnFc0FLeuRJWxHTdHmg)
Then contact are added contacts.
![](https://lh7-us.googleusercontent.com/RBexesyOzTzPe3Qa-X5ZcEDe9WCVc6FnZ8Bk5HiU8GWeiqZf6O2zmGsb5nDMg6JMN_C2GB-5bwqGaGp1kECyhcr1fVqPvfQjHAqq-aKtP44fbbfI25tBPHKlr7v3GExqwUjFIXJsRsoRXklJzebdJw)
Click on more details showing the all details related to selecting the contact in the right sidebar.

Contact information

Conversation Actions
1. **Assigned Agent**
It sounds like you might be referring to a system where users or agents are assigned to specific channels, and you need to view or manage these assignments.

2. **Assigned Department** If you need to manage and view chat channels based on assigned departments, you can extend the concept of assigned agents to include departments. This means each channel would be associated with a department, and agents within that department would be responsible for the channel.

**Additional Chat Members**
If you need to manage and view additional chat members (beyond just assigned departments or agents) in a chat application, here are steps to handle this in both existing platforms and a custom system
1. Go to the Chat option. 2. Select the particular chat. 3. Click on Additional Chat Members (➕). 4. Add the Additional Chat Members. 5. Click on the Additional Chat Member Button.

Basic Details
Showing the basic details of the customer and adding the Tags and Remarks to use next time the remainder of the customers are interested in which product.

Add the details and click on the Save button. \
### Conversation Tray
Here showing all the conversations to connect to the chat on the bot.

### Chat Area Showing customer conversation Chat on start to endpoint in the chatbot.

\
### Shortcuts

1. #### Run Integration - Click on Run Integration select the integration and click on Send Button.

If you don’t have any integration then click on the Create Button and select the integration configuration the details and set up the integration.

2. #### Quick Reply - click on Quick Reply and select the Quick Reply message.

Click on the Send Button.

3. #### Send Contact - Click on send contact then fill the contact detiles and click on Share Button

4. #### Send Templates Messages - Select the send template message select the templates to fill in the variables details then click on the Send button.

5. #### Send Payment Link - collect the payment user then use the send payment link.

6. #### Send Button/ Flows/ Options/ Products Messages - This option is used for multiple purposes messages (text, Button, list, single product, multi-products).

Then click on the Send button.
### Attachments

Send all types of files using attachments.
Click on the attachments icon.

Select the file.

Click on the send button icon.
### Record Voice Record the voice messages and send them to users.

Click on the Recording icon and start recording the voice message

Click on the STOP button and click the upload button then click the send message button icon.
### Emoji Click on the emoji icon and send the emojis.

## Actions
Here are the same actions. 1. Mark as Unread 2. Mark as read 3. Mard as BlackListed 4. Push Chat to Queue 5. Unassign 6. Pin Contact 7. Add To Drip Campaign 8. Create Follow Up 9. Delete Contact \

\ \
# Contacts Here are all the details of the contacts 1. Name 2. Phone Number 3. Email 4. Tags 5. Created Date 6. Updated At 7. Is Blacklisted

Search By Name, Number, and Advance Filter

Select the Advance Filter Field.

Select the Operator to perform operations in the list.

File the Value and Click on the **Submit** button.

**Add Contact, Import CSV, and Export**

**Add Contact** Click on the Add Contact the file to the details and click on **Add** button.

**Import CSV**

1. You have multiple channels then select the channel. 2. If you don't have a country code then click NO. 3. Select the Country Code in the list. 4. Download the sample file and update the data in the sample file. 5. Click here and upload the sample file.

Click on the **Next** Button.

Click on the last **Finish** button. Export Click on Export then download the all contacts data. # Campaigns Broadcast a single message to multiple or individual contacts. #### Overview In the Campaigns module, select the **Campaigns** option to access the Basic Campaigns dashboard.

Using Basic Campaigns, you can send a one-time message to single or multiple contacts. Also, the message type could be either a simple message or a pre-approved message template based on the selected channels.WhatsApp Business Platform has a Customer Service Window (24-hour) in which businesses can send both simple messages and pre-approved templates. Outside the customer service window, the business would require a message template. #### Create a Basic Campaign To create a basic campaign, click the **Create Campaign** button in the campaigns window.

This will open a window where you'll find a timeline to create a campaign. The steps of the timeline are. * Campaign Name * Select Sender * Select Contacts * Select Template * And Set Schedule

The first step allows you to set the Campaign Name and select the Channel through which you want to send the campaign message. Simply enter the name, then select the channel, and after that, click **Next**. ### Select Contacts Upon clicking next, you'll arrive at the second step of creating a campaign which is **Select Contacts**.

Now to select the contacts, there are 2 ways. 1. By filtering the existing contacts. 2. By uploading the contacts. #### Filtering Existing Contacts for the Campaign

Click the **Filter** button to access the filter options.

The filter options available are, * **Columns** * **Operator** * **Value** First, you need to select the column on the basis you want to filter the contacts. There are 10 options from which you can select the column.

After selecting the column, select the Operator that will verify the Value in the column. There are 9 operator types from which you can select one.

* IS - The Column and Value should exactly match to apply the filter. * STARTSWITH - The value in the Column should start with the value in the Value field to run the filter. * CONTAINS - If the value in the Column includes the value in the Value field, the filter will run. * IS NOT - To apply the filter, the Column field should not match with the Value field. * DOES NOT CONTAIN - To apply the filter, the Column field doesn't include the instances of the Value field. * IN - The Tags be IN the Value field * NOT IN - The Tags are NOT IN the Value field. * MATCHES - The Channel Name should MATCH the Value. * BETWEEN - The message should be Created or Updated BETWEEN the Date Range set in the Value. Once the operator enters the value select the option available in the Value field. The value field based on Column provides you with different options that are, * Tag list for the Tag column. * User / Group for the Contact Type column. * Channel names for the Channel Name column. * Date Range (Today, Yesterday, This Week, This Month, and Custom) for Created At and Updated At column. After adding the values in the fields, click **Submit**.

As soon as you click the submit button, you'll find the contacts as the following,

If you want to add more filter groups, you can click the **Add Filter Group.**

Or, if you want to add another filter in the same group, click the Plus button ![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2F1WNM2opBmG6WLkD1GbcH%2FPlus%20button%20for%20Filters.png?alt=media\&token=fc82bbfa-b811-4196-941e-a41568050bee)

To delete a Filter Group, you can click the **Delete Filter Group** button associated with that group.

To delete a filter, you can simply click the Trash button associated with the particular filter rule. Once you're satisfied with your filtered contacts, you can click the **Next** button.

#### Uploading Contacts for the Campaign If there are no contacts, or you want to use different contacts other than the existing ones, you can upload contacts for the campaign. To do that, click **Upload Contacts**.

A modal will appear with the options to choose the Country Code, Add Tags, and Select the file. If the file already has a country code for the contacts, you can tick the **Phone Number have country code** checkbox.

Otherwise, first, select the country code, then add tags (if required), and add the contacts' file from your local system.

As you do that, you'll see your contact numbers and other details in the modal. Once you're satisfied, click **Next**.

On the next screen, ensure that all the information is assigned to the right column. If everything is correct, click **Next**.

It'll take a few moments to upload the contacts, and once the process is completed, you can click **Finish**.

As you finish, you'll find your contacts. Now, you can move to the 3rd step to create a campaign: **Select Template**. ### Select Template Now, based on your selected Channel, you either get the option to send a template message. Or create a new one. For example, if you select WhatsApp Channel as 360dialog, Emma, or Cloud API, you can only send a template.

And if you've selected the Channel as Maytapi, Facebook, or Instagram, you can send a message template or create a new one.

As per requirement, select the template or an existing message or create a new one. Once you're done, click **Next**. ### Test Send Before sending the template message you can test the message with only 5 numbers

After the Send Test check WhatsApp message is working properly. ### Set Schedule On the **Set Schedule** window, you get to see all the information about your campaign. Plus, the option to send it right away or based on a schedule.

You can review the Campaign Name, Contacts, and Template as well as preview the content in the template. To send the Campaign the moment you've created it, you can click the **Send Now** button.

This will run your campaign immediately. Or, if you want to schedule it, you can enter the date and time in the ***Set Schedule*** field.

First, select the date, then define the time and once both are defined, click **OK**.

To run the campaign at different hours of the day, you can click the checkbox *Do you want to run this campaign for a specific duration of the day?*

Then input your Start and End Times for the broadcast. Once done will all the options of the schedule, whether sending it now, scheduling or broadcasting at specific hours, click **Finish**.

As you click the finish button, you'll find your campaign in the campaign list like the above. ### Search a Campaign To refine or narrow down the campaign list, you can use the search option. Input the campaign related query in the **Search** bar, then from the **Date Range** field, apply a filter.

If there is any match, you'll see the campaign in the list. ### Campaign Details To check how your campaign performed, click the **See Details** button.

This will open the Campaign Details window where you can view General and Message details.

In the General Details window, you can view the Total number of Messages Sent, Received, and Exchanged. You can also view the campaign's Conversation Rate, Read, and Sent Status. Plus, check the details of when the Campaign was created, which Channel and Template were used, and who created it.

The Messages Details window allows seeing contact details as well as their status of reading the campaign. You can converse with the user directly from the campaigns by clicking the

Chat button. Furthermore, view the complete detail of the message for each contact by clicking the

View button.

In addition to these, apply filters and download the details by clicking the **Filter** and **Download** buttons, respectively. {% hint style="info" %} The filter can be applied in the same way as [selecting the contacts by filtering](#filtering-existing-contacts-for-the-campaign) them for the campaign. {% endhint %} ### Delete a Campaign

To delete a Campaign, simply click the

Trash icon under the Action column of the campaign.

Then click the **Confirm** button to finalize the delete. # Drip Campaigns Broadcast multiple messages on a timely manner to a single or multiple contacts. ### Overview To access Drip Campaigns, go to **Drip Campaigns**.

The Drip Campaigns work around a Step-by-Step message broadcast system. Each step includes single or multiple messages of the same or different channels. To get the messages broadcasted of each step, the first step needs to be completed. After that, the following steps will be executed based on the condition.

Using Drip Campaigns, you can send multiple messages to single or multiple contacts. The message type could be a simple message, List/Button/Options/Product Messages, or a pre-approved message template based on the selected channels. ### Create a Drip Campaign

In the Drip Campaigns window, click the **Create Drip Campaign** button. This will open the Drip Campaign Builder, where you get the option to define the Campaign Name and add the Step.

### Add a Step Simply define the Campaign Name. Select the type of Unit Type. Select the Run After Time. Click on Remove From Campaign After Replied. Click on the **Add** Button.

Simply Click On The **Add Message** Button.

Select the Channel Type.

Select The Message Type (Text Message, Button and Template Message) Text Message Enter the Text Message in the text area, Then Click on **Save** Button

Buttons/Flows/Options/Products Messages

Select the message type (Text, Button/Flow, List, and Address) Select the Header type (Text, Image, Video, And Document) Enter the Message Body. Select the Place Holder to collect user input. Then Click on the **Save** Button. Template Message

Select the Message Type. Select the Pre-Approve Template in the list. If you don't have any Template then Click Create Template. Click on the **Save** Button.

After clicking on the **Save** Button, Click on the **Save Changes** Button. ### Campaign Details To check how your campaign performed, click the **See Details** button.

Here are the details of the sent Drip Campaign.

Message Show the all contact details to send, and the Status of the Drip Campaign message

Contacts

# Automation Workflow Using Automation Workflows, you can run automated Actions based on **Trigger** and **Trigger Condition(s)**. For creating and running an automation workflow, it's necessary to select the Trigger (you can use only one trigger for a single automation) and based on that; you need to choose condition(s) and define its values. To access Automation Workflows, you can go to the **Automation** → **Automation** from your Dashboard.

Or, you can go to **→ Automation**. ### Creating an Automation To create an automation workflow, you need to click the **Add New Automation** button.

This will open the Create Automation Workflow modal with the options - * Automation Name * Channel / Service Integration (trigger dependent) * Trigger Event

In the Create Automation Workflow modal, first, you need to define the name of the Title for the automation. Then, select a Channel from the available options.

After selecting the Channel, you need to select Event Integration. #### Select Event Based on your selected Event, you get the Trigger Conditions. Simply select the required condition.

You can select any one then click on **Create** Button.

After clicking on the Create Button Page view like this.

Dubal Click on the Trigger node then click on Add Trigger Condition and Select the trigger condition **Update Node** Button.

You can add multiple trigger condition

After clicking on the Update Node page view it like this and Click on **Save** Button. All the time you can update the node, Please click on the **Save** Button. (A **save** button click is required for all the changes to Update)

You have multiple Actions choose any for your use and click that.

After clicking any actions your node connection is ready. ## Type of Actions 1. Starting Point 2. Workflow 3. Messaging 4. Customer Interaction 5. Security 6. Technical 7. Tagging 8. Payment Processing 9. Whatsapp Chat Commerce 10. ChatGPT

There are a total of 24 Workflow Steps you can select to assign them to an automation trigger. Simply select your Steps from the given list and configure them accordingly. To learn how each step works and what's the best way to configure them. For an automated action to run, you can set multiple conditions, and all those conditions need to be True or fulfilled. The Trigger Condition section has 4 elements that allow you to utilise it to the fullest. The elements are,

Once, you've saved the Step, it will appear in the Create Automation Workflow modal as the following. * **Trigger Condition** - Here, you can select one condition from the 8 condition types. * **Match String** / **Text keywords** - Here, you can define the Message(text) or Keyword(s) that should be found in the New Outgoing/Incoming Message to qualify the Condition(s) as True or Fulfilled. If not, the Action(s) won't run. * **Is Case Sensitive** - The Match String/Text Keywords Is Case Sensitive. If you set APPLE, then it should be APPLE, not Apple. Or you've set Purple; then it should be Purple, not pUrple. The text should match the Letter Case exactly to qualify the Condition as True. * **Add More Condition** - Simply add more condition(s) to be checked and fulfilled for the Action to run when the trigger activates. # Starting Point Trigger Node Trigger A trigger in the Automation Workflows allows you to set different conditions to run automated actions.

List of trigger conditions. Message text exactly matches any of keywords This trigger condition is available when you select the New Outgoing/Incoming Message Trigger. Under this condition, the message should exactly match the Match String to activate the trigger and run the action.

Message text include any of keywords This trigger condition is available when you select the *New Outgoing/Incoming Message*. Under this condition, if the message includes the Match String, the trigger will be activated, and the action will run. \ The entire message doesn't need to be precisely the same as the Match String.

Message Received in Individual Chat Under this trigger condition, the trigger will be activated, and the action will run when the *New Outgoing/Incoming Message* includes one/any of the mentioned Text keywords.

Message text exclude any of keywords You can activate the trigger using this trigger condition and run the action when the *New Outgoing/Incoming Message* includes the same keyword mentioned in the *Text keywords* field.

List/Button Callback ID matches Under this trigger condition, the automation will execute the action if the *New Outgoing/Incoming Message* is an Interactive Message and its List ID/Button Callback ID matches the Match String.

Received outside business hours Run an automation workflow action when the *New Incoming Message* is received outside the business hours.

Received Inside Business Hours

New Catalog Order Received If you've created Product Catalogs in the WhatsApp Store Settings, you can create Automation based on that. It will run when your contacts send a Catalog request after you send them the option to select products using the Interactive Message. Based on the order received, you can run the automation. And to do that, select Trigger Condition as **New Catalog Order Received.**

Very first message or message after 24hrs of last message Set an action for the workflow that needs to be executed when the *New Incoming Message* received is the Very First Message or the Message after 24hrs of the last message in the selected channel.

Custom Condition You can create conditions according to user based.

File Type Matches

Regex Matches Regular expressions are combinations of special character operators, which are symbols that control the search, that you can use to construct search strings for advanced find and/or replace searches. ^\[A-Za-z0-9\_.]+$

# Workflow **Criteria Router**: Route the workflow based on specific criteria such as message content, user attributes, or other conditions.

**Jump to Automation**: Jump to a specific automation flow based on criteria.

**Delay Execution**: Introduce delays where necessary to control the timing of actions.

# Messaging * **Auto Reply Template Message**: Set up automated responses using predefined templates. * If you've created a WhatsApp Template Message and want to send it automatically based on Trigger and its Condition, you can use the **Auto Reply Template Message** in the Workflow Step. This Automation only works for WhatsApp Official API Channels: * Click on the Add Workflow Step **→** then select **Auto Reply Template Message** in the Action Type. * After selecting the action type, select the template you've created before. * Then, preview your message template and click **Add**

**Auto Reply Button/Option/Products**: Send automated replies that include buttons for options or product selections.

* **Auto Reply and Collect User Inputs**: Automate responses that also collect inputs from the user for further processing. * If you want to ask users bot questions and want to save their responses in the contact fields, you can use this Workflow Step.

Under this, you've to define a question in the *Question* field, and for the answer, you need to select a contact field from the *Save To Contact Attribute* option.

There are a total of 11 Contact Attributes you can select from to save the answer.

# Customer Interaction **Add To Drip Campaign**: Add users to a drip campaign for sequential automated messages.

**Remove From Drip Campaign**: If the contact is in a Drip Campaign, and if you want to remove it from that based on the Trigger Condition(s) fulfillment, you can use this particular Automation Workflow Step.

Simply select the Drip Campaign from the list and click **Add**. **Add Contact List**: The automation Workflow can add the contact to a list under this Workflow Step when the automation trigger is activated.

* **Set Contact Attribute**: If you like to save a message using the automation workflow, you can do that. The Action/Workflow Step provides you with the option to save a particular message to the Contact Attribute. Update user attributes (e.g., set a tag, update a profile field).

**et Conversation Status**: Change the status of a conversation (e.g., open, closed, pending).

**Assign To Team Member**: Whether you receive a new incoming message or send an outgoing, or perhaps a lead is generated. Therefore, based on the Trigger and its condition, if you want it to be reviewed or taken into notice by a Team Member, you can use this Automation Workflow Step.

# Security **Hide The File**: Secure sensitive files shared in the conversation.

**Mark The Text Messages As Per Regex**: Use regex patterns to identify and mark specific text messages for follow-up or categorization.

# Technical **Call REST API**: Integrate with external systems by calling REST APIs. Likewise sending information to the Rest API using the Push To CRM action type, you can also call/add the API of a 3rd party software or platform when needed using the automation for the particular Trigger.

Then, according to your requirements and the platform's compatibility, add the REST API details. For instance, * Type for URL as POST, GET, PUT, and DELETE. * Input Header Key(s) and Value(s). * Select Data Type as URL Encoded, JSON, or FORM. * Then, add the JSON Data using the parameter fields, and once done, click **Add**. **Eval**: Execute custom scripts or code snippets for advanced processing.

# Tagging **Add Tags**: To automatically assign tags to the contact, you can utilize this particular Automation Workflow Step.

Simply select the existing tags or define new ones and then click **Add**. **Remove Tags**: Create an automation step to remove tags from the contact.

Select the tag(s) you want to remove and click **Add**. # Payment Processing * **Send Payment Link**: Automate the sending of payment links to users. * Based on your payment partner selected in the respective channel, you can create an automation rule to send a payment link when the trigger activates and all the conditions are met.

With the payment link, you can also add a custom message if needed. Explore the following settings to set up the payment link. # Whatsapp Chat Commerce **Send Cart Confirmation Message** * **Confirm orders**: Send messages to confirm cart contents and orders.

**Send WhatsApp Notification** **Alert and update**: Send notifications for order status, promotions, or updates.

# Follow-Ups Find out more about user's decision for something based on the previous conversation. Using the Follow-Ups module, you can remind yourself or one of your teammates about the last conversation you had with the client/customer/user, and based on that, go for a follow-up.

From your Dashboard, go to the left sidebar, and select **Follow-Ups**. ![](https://479287101-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsFoWrex7Ww5gHYnrplCG%2Fuploads%2Fsoxnbs4dhU0N2Z70OLJO%2Fimage.png?alt=media\&token=f62b8d6c-22f9-460a-a4da-ec370edc51d0) As you access the Follow-Ups, you'd see a calendar where all the follows will be listed. From the calendar view, you get the option to change months, calendar view; and create a follow-up. To change months, click the slider arrows next to the month's name.

To change the calendar view, use the options in the top right corner. *

= Back to the current date. *

= Month view. *

= Week view. *

= Day view.

To create a new follow-up, click the

Plus Icon button.

This will open the New Follow-Up modal, where add the details as required, and once done, click **Add**.

You'll find the created follow-up in the calendar like the above. ### Edit or Delete a Follow-Up If you want to make changes to a follow-up, simply click it in the calendar, then apply changes and click **Save**.

The delete option is also found next to the Save button. To remove a follow-up, tap the Trash Icon button and then **Confirm.**

# Setting Take Control of the platform by utilizing the options available in Settings. From the Dashboard, go to the Left Sidebar and click Settings.

# Account Setting The different options available in the **Settings** panel of the platform allow you to make the most out of it. By using the following options, you can simplify how the platform works and provide customers with the best-in-class user support.

1. Customization options to make the interface represent the business more evenly. 2. Create different roles and assign permissions per requirement. 3. Create the Team members and Manage Team members. 4. Create departments to sort team members' duties. 5. Add team members to assign tasks to them based on their department. 6. Make quick message templates to use in the chat. 7. Create Custom Fields for use in automation workflows. # My Account

sing the **General Information** option of the My Account settings, you can manage the following details, * Business Name * Default Country Code * Default Timezone * API Key

Click on the Edit icon and update the General Information.

**Chat Settings**
# General Information Sing the **General Information** option of the My Account settings, you can manage the following details, * Business Name * Default Country Code * Default Timezone * API Key

Click on the Edit icon and update the General Information.

# Chat Settings

Assign Chat to First Replier -> If anyone reply to the particular chat which comes to business that chat will auto assign to that particular user. Keep a Chat unread on click -> if anyone click on any chat don't mark as read. Send Chat Notification To Managers -> admin also get the notfication that this chat received. Send Agent Name in Text Messages -> Append agent name in the along with text. # Blacklisting Settings

**Mark Blacklisted**: Mark users as blacklisted to prevent further communication. If you want to avoid false Leads, Contact creation, or Incoming or Outgoing messages, you can put that on the blocklist using this particular Automation Workflow Step. #### Managing Blacklisting for Marketing and Campaign Messages in Chatbots When implementing blacklisting in chatbots, it’s important to ensure that marketing and campaign messages are not delivered to users or entities on the blacklist

# Chat Assignment Settings

Agent Availability -> Message when Agent is assigned/ Chat is Handovered to an agent. Agent On Break -> Reply Message when Agent is On Break in Working Hours. Push Chat Into Department Queue -> Push chat into Department Queue while agent is on break. Agent Non Working Hours -> Reply Message During Non Working Hours of The Agents. Push Chat Into Department Queue -> Push Chat Into Department Queue during non-working hours of the agent. # Blacklisting Settings

# Live Translation Settings

#### Configuring Live Translation Settings for Chatbot The "Live Translation Settings" interface shown in the image allows you to configure translation services for your chatbot using the Google Translate API. Here's a detailed guide on how to configure these settings effectively: #### Step-by-Step Configuration 1. **Enable Translation**: * Toggle the "Enable Translation" switch to activate the translation feature. This is the master switch that controls whether translation is enabled for the chatbot. 2. **Enable Translation For Incoming Messages**: * Toggle this switch if you want the chatbot to translate incoming messages from users into a specified language. 3. **Enable Translation For Outgoing Messages**: * Toggle this switch if you want the chatbot to translate its own responses into a specified language before sending them to users. 4. **Set Incoming Translation Language**: * Select the desired language from the dropdown menu. This is the language into which all incoming messages will be translated. * Example: If users are expected to send messages in various languages and you want them translated to English, select "English". 5. **Set Outgoing Translation Language**: * Select the desired language from the dropdown menu. This is the language into which all outgoing messages from the chatbot will be translated. * Example: If you want the chatbot’s responses to be in Spanish, select "Spanish". 6. **Enter Google Translate API Key**: * Enter your Google Translate API Key in the provided field. This key is necessary for accessing Google’s translation services. * Click the "Verify" button to ensure the API key is valid. A successful verification will indicate that the key is correct and functional. 7. **Save Settings**: * After configuring all the settings, click the "Save" button to apply the changes. # Chat Queue Setting

Enable automatic closing chats from queue -> Enable automatic closing chat from bot -> Enable auto assignment for queue chats -> # Working Hours Settings To define the office hours and holidays of your business, you can utilise the Working Hours setting of My Account.

Simply click the Edit

icon.

Then, activate the days you work and mention the time.

If you want to declare holidays, click the Holidays field and then select the dates.

Once added Working Hours and Holidays, click **Apply**. # Roles & Permissions Through **Roles & Permissions** Setting, you can create different roles and allow specific permissions to them. Then, use Roles to create Team members and provide them control as per allowed permissions. This is useful to give team members limited control over the platform and its options. To access this particular setting, go to **Settings** and then click **Roles & Permissions**.

### Create a Role

At Roles & Permissions, click the **Create Role** button.

Then, define the name of the Role and click **Save**. ### Assign Permission

Once you've created a Role, you'll find it in the tab. Then, to assign permissions, simply click the checkbox next to permission.

| **1. Manage Quick Replies** | | -------------------------------------- | | **2. Manage Attachment** | | **3. Manage Departments** | | **4.** Manage Own Department Teams | | **5.** Manage Own Department Chats | | **6. Rest API** | | **7. Manage Self Account** | | **8. Manage Campaigns** | | **9. Manage Channels** | | **10. Manage Assigned Channels** | | **11.** Can Send Template | | **12.** Manage Custom Fields | | **13.** Manage Service Integrations | | **14. Chat Customers** | | **15. Manage All Chats** | | **16. Manage All Tickets** | | **17. Manage Automation Rules** | | **18. Manage Contacts** | | **19. Manage Follow Ups** | | **20. Manage All Follow Ups** | | **21. Can See Contact Basic Profile** | | **22. Manage User Roles** | | **23. Manage Teams** | | **24. Manage Message Template** | | **25. Manage Drip Campaign** | | **26. Create Manual Payment Link** | | **27. Manage Chat Commerce Store** | | **28.** Manage Additional Chat Members | | **29.** Download Contacts | | **30.** Download Messages | ### Editing a Role

To edit a Role, click the Menu (three vertical dots) icon, then select **Edit**.

It will allow you to change the name. Once edited, click **Save**.

### Delete a Role

To delete a Role, click the Menu (three vertical dots) icon, then select Delete.

Then click the **Confirm** button to finalize deleting.

# Teams Team setting allows you to create user accounts for your employers at Rampwin. You can provide them with complete control or limited based on their position. Using their account, your team members can perform different tasks on assigned channels based on their Department and User Role & Permission. This streamlines the process of managing Channel connections to the different chat platforms. Enabling you and your team to respond to users/customers in a timely manner and improve user-client relationships for the Business. To access Team settings, go to **Settings** → then select the **Team** tab.

### Create a Team Member

On the Team tab, click **Create Team Member**.

This will open the create user modal with the following fields, * Full Name * Email * Password * Confirm Password * Departments * Roles * Max Chat Assignment Simply add the information, and once you've added all click **Save**.

As soon as you save the Team member it will appear on the page like the above list. ### Activate/Deactivate At Rampwin, you get the option to activate/deactivate a Team member's account whenever needed. Whether for permanent/temporary reasons.

To toggle the switch or select the desired status from the Active and Inactive dropdown menu: 1. If using a switch, simply click on it to change the status from active to inactive or vice versa. ### Search for a Team Member To quickly find out a team member's account, you can use the Search option.

Simply enter the name of the member in the Search bar. And if only naming isn't working, then you narrow down the search using the Role option. ### Log in to a Team Member's Account If, for some reason, you're required to access your team member's Rampwin account, you can do that easily.

Simply head over to the Team member's account details, then click the Login button

. ### Download Team

To download details of your Team member's account, click the **Download** button. ### Edit a Team Member

Open **Settings** → **Team** → and click on the Edit

icon.

Then make appropriate changes to the Department, Roles and Status. Once edited, click **Update** to save changes. ### Delete a Team Member

Open **Settings** → **Team** → and click on the Trash icon

# Departments Using the Department setting, you can create new Departments; Edit and Delete them. Using a particular department, you can sort your [Team](broken://pages/VchiCqrbPAUPOE0VMpv4) members and provide them with access to manage specific channel(s). To open the Department setting, go to **Settings** and then select the **Department** tab.

Create a Department On the Department window, click **Create Department**.

Then, input Department; select Channels and Agents( Team members) if any. Once done, click **Save**.

### Edit a Department

Open **Settings** → **Department** → and click on the Edit

icon.

Then make appropriate changes and click **Update** to save changes. ### Delete a Department

Click the Trash

icon next to the edit button.

Then click **Confirm** to finalize deleting. # Quick Replies Quick replies are helpful when you don't want to send the same message over and over manually to the same or different customers. At Rampwin, you can create Quick Replies and send them using Chat to save time and respond to the user quickly.

To access Quick Reply, go to **Settings** → then click on the **Quick Reply** tab. ### Create a Quick Reply

To create a Quick Reply, click **Create Quick Reply**.

This will open the Quick Reply modal with fields to enter, * Quick Reply Title - **Enter the title** * Quick Reply - **Enter the description** * And **Choose File** to attach an image file. Simply input the details, add a file if you need it, and once done, click Update ### Edit a Quick Reply

To edit a Quick Reply, go to **Settings** → **Quick Reply** → then click the Edit icon.

This will open the Update Quick Reply modal. Here, you can make the changes as required to the selected Quick Reply. Once edited, click **Update**. ### Delete a Quick Reply

On the Quick Reply tab, click the Trash icon to delete a particular Quick Reply.

Then click **Confirm** to finalize deleting. ### Use A Quick Reply could be used through Chat while conversing with a contact. Simply click the Plus icon

and then select the **Quick Reply** button.

As you click the Quick Reply button, it will provide you with different quick replies to select.

After selecting the Quick Reply, click the Send button

or press Enter.

You can remove the file if not required by tapping the Cancel

button. # Custom Fields Custom Fields are used to save or obtain additional information about your customers using different Field Types. You can access that information using the Contacts module or while interacting with them using Chat. To open the Custom Fields option window, go to Settings→ Custom Fields from your Dashboard.

Or you can select Settings, then choose the Custom Fields tab. In both cases, you'll be able to access the Custom Fields options. ### Create a Custom Field To create a Custom Field, you need to click the Create Custom Field button.

This will bring the Create Custom Field modal, where you get the following options:

* **Field Name** - Define the name of your custom field. * **Field Type** - Select a custom field type from 6 different types that are, * Text(Single Line) * Text(Multi Line) * Email * Number * Date * Date Time * **Priority** - To assign importance level to regard the field as more important than other custom fields. Numeric 1 is regarded as the top priority. * **Search Allowed** - To search contacts based on Custom Field. * **Show On Contacts Grid** - To showcase custom field details in the contacts module. * **Is Required** - When creating the contact, adding value(s) to this field is necessary. Now, to create the custom field, first, input the Field Name, then select a Field Type.

After selecting the field type, define Priority and check the tick box next to Search Allowed, Show On Contacts Grid, and Is Required if you want to apply those conditions on the field. Once utilised all the options, click **Save** to create the Custom Field. ### Edit a Custom Field You'll find created custom fields in the Custom Fields window, Settings→ Custom Fields, like the following.

To edit a custom field, click on the Pen/Edit Icon.

Simply make the changes, and once edited, click **Update**. ### Delete a Custom Field

Locate your custom field by going to the Settings→ Custom Fields.

Then, click on the Trash icon and further click **Confirm**. ### Use To utilise a particular Custom Field, you can access the Contacts module and, from there, edit the contact. Then, scroll down to find the custom field(s).

Once added or edited the information, you can click **Save** #### Access Custom Fields Using Chat Another method to access custom fields is when you're chatting with the contact.

Click on the contact's name, then click the Edit icon. This will open the Edit Contact modal. Scroll down to find the custom fields to add the information or edit it # More # Channels Lets you manage your chat commerce through Channels. ### Introduction The Channels available at are a bridge that lets you connect different chat platforms to the Chat. Using it, you can easily manage messages that you send and receive across multiple platforms.

* **360Dialog**: A WhatsApp Business API provider. * **Emma**: A service (details not specified). * **Facebook**: Integrates Facebook messaging. * **Instagram**: Integrates Instagram messaging. * **Maytapi**: Another WhatsApp API provider. * **Cloud API**: Likely another WhatsApp-related service. * **Messagebird**: An omnichannel messaging platform. * **Twilio SMS**: A well-known SMS messaging service.

To create a new channel, simply click the *Create Channel* button. A popup will appear asking which Channel connection you want to create. Select the required Channel and click *Next*. Then, follow the next step to complete the connection. Check out other user guides to learn how you can create a channel for a specific chat platform option available at. # Cloud API ## How To Set Up Cloud API Account 1. Goto to - 2. Click on Create Account and fill out the details.

3. After login go - Settings- Channels- Create Channels - Configure Cloud API

4. After that you will see the below pop-up- Just go there and choose - “I want to create new WhatsApp business API” & tell the client to click on “Log in with Facebook”

Like I choose, I want to create a new WhatsApp business API.

Here if you want to change login details then click on login into another account otherwise click on continue.

Click on Get Started.

Choose a Business portfolio.

If you would like to create a WhatsApp account then choose the same as the above image otherwise if you already have a WhatsApp account then choose an available one.

Click on next to create a new Whatsapp business profile.

Fill in the details as per the above form.

Choose your Country code enter your phone number and choose how would you like to receive the OTP & then next
.

Enter your OTP and verify.

After verification, you will be able to see your WhatsApp profile here then click on next.

Click on ok.

Click on Continue.

Click on Finish after finishing you will be able to see the below screenshot where you can add your channel.

Your channel will be created

\
If you have already created a channel before, the Channels window then shows a channel list allowing you to apply changes to existing channels easily.

1. Manage Templates 2. Interactive Messages 3. Whatsapp Flows 4. Store Settings 5. Manage Profile # Manage Templates Templates manage Message Templates are used to initiate business-side conversations after the 24-hour Customer Service Window. To learn more about message templates, refer to the following doc To create a Message Template for the Cloud API WhatsApp Channel, click **Manage Templates**. This will open the Message Templates window with an ACCOUNT\_UPDATE template created by Facebook by default.

The options available are, * **Create WhatsApp Template** - Using this, you can access the builder to create a WhatsApp Message Template. * **Synchronize with Facebook** - Sync Rampwin Templates with Facebook. * **Delete the Message Template**

* **Duplicate the Message Template**

#### Create Template.

Click on the Create Template Button. Enter the Template Name. Select the Category for the Message. Select the Preferred Language. Select the Header Type (Media). You pass a message in dynamic value to Add Variable. Enter the Footer Message. Select the Button. Enter the Button Value. Then Click on the Submit For Approval Button.

After the Submit for Approval, the Template Message shows the Status (Approved, Pending, and Rejected) Approved - You can use the message for marketing. Pending - Wait for Approval. Rejected - Your message is rejected please submit a Re-Approval. # Interactive Messages Using the Buttons/Options/Product Messages option in the WhatsApp channel, send pre-built interactive messages like Buttons, Lists, and Single or Multi Product messages.

Then click **Create Interactive Message**. It will open the template builder, where you can define the template name and then select a Message Type,

There are 6 Message Types, and upon selecting each of them, you'd get different options. 1. Text 2. Button/Flow 3. List 4. Address 5. Single Product 6. Multi Product ### Button First, define the name of the template, then select message type as Button. Then select your Header Type from the available options, 1. Text 2. Image 3. Video 4. Document If you choose Header type as Image, Video, or Document, you need to upload a file. Click **Choose File** and select your file.

After setting the Text, or uploading a file representing the Header, enter the text for your Body with Placeholder. If you choose Text, add a placeholder for the template, which will be replaced with the correct information when you send the template.

After setting the Text, or uploading a file representing the Header, enter the text for your Body with Placeholder.

If you'd like to add a Footer to the template, you can do that in the Footer field, which is optional.

After the footer, you get the option to add buttons to your message template.

Simply enter the Button Label, then change Button Callback ID, if needed. You can add another button by clicking the

Plus Icon button.

Once added the button and its detail, check the preview and if everything's correct, click **Update**. And that's it; you have created an interactive button message. Likewise, you can create other interactive messages. ### List Likewise the Button interactive message, you can also create a List message. Simply select List at the place of the Button.

This will provide you with the following options, Similar to Button, you get common fields: Header, Body and Footer. What you get additionally is the List CTA Label, Section Title and Section Row.

First, enter the details in the Header, Body and Footer. Then, head over to the List options.

Once done, see the preview, and everything is correct; click.

When you send the List Interactive Message, your contact(s) will see the message and interact with it like the above. ### Single Product Message In addition to [List](#list) and [Button](#button), you can send Product Messages if you've set your Catalog. Refer to the following docs to learn how to set up a Product Catalog for WhatsApp Channel in Rampwin.

So, in place of List or Button, select **Single Product Message**. This will allow you to send an interactive message only with a single product. Once selected, you get the following additional options,

Once done, click Update. ### Multi Product Message Using the Multi Product Message, you can send an interactive message that will allow your customers, to select a product from multiple choices. To create a multi-product message, first, select **Multi Product Message**.

Then, enter the details for the Header, Body, and Footer if you need to. Once you're done with them, enter the section title and then click on **Add Products** to select products for the message. After adding the products, you can add another section by clicking the Add Section button. Otherwise, click Update.

When you'll send your contacts the multi-product message, they interact with it like the above.

### Edit or Delete an Interactive Message To edit and delete a particular interactive message template, * Click on the

Edit Icon button to edit it. * Or click on the

Delete Icon button to delete the template. # Whatsapp Flows

# Store Settings Through Facebook chat, if you want to process orders and payments, you can utilize the Facebook Store Settings. You can either click on Store Settings or Details to access the controls.

This will open the following window with several fields and options. ### Catalog Setting

Click on Create New Catalog

Enter the Catalog Title and click on **Save** Button.

Then Select the Catalog and Click on the **Save Settings** Button. After the **Save Settings** Click on Products And Synchronize Products with Facebook. Here are the Showing Products.

### Product.

### Payments Setting

The options available are, **Select Payment Partner** - This allows you to choose the payment processor.

**Select Default Currency** - What currency do you want to charge your customers: *USD or HKD, INR*.

**Test Mode or Live Mode** - The payment processor offers Live and Test Mode keys. Using this option, you can put the store on either Live or Test mode. If you're testing the payment processor, use the Test mode and its keys. Otherwise, choose the Live Mode

* **Stripe Publish Key** - Use it to enter your Stripe Publish Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys). * **Stripe Secret Key** - Use it to enter Stripe Secret Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys)

* **Yedpay Store ID** - Use it to enter your Yedpay Store ID based on the mode. Get your Yedpay Store ID [here](https://merchant.yedpay.com/admin/stores). * **Yedpay Access Token** - Use it to enter your Yedpay Access Token based on the mode. Get your Yedpay Access Token [here](https://merchant.yedpay.com/user/my-personal-token).

If you've selected Mpay as your Payment Partner, you'll get the following fields: * **Select Language** - In what language do you want to enter Mpay details: English/Traditional Chinese/Simplified Chinese. * **Mpay Merchant ID** - Based on the mode, enter your Merchant ID. * **Mpay Terminal ID** - Based on the mode, enter your Terminal ID. * **Mpay Secure ID** - Based on the mode, enter your Secure ID.

* **Payment Success Message**. * **Payment Failed Message**. * **Payment Default Message**. Use the above fields to send customers pre-defined messages based on the payment status.

Once you're done with the customization, click **Save Payment Settings**.

# Manage Profile WhatsApp Business Profile Click on the Manage Profile Button.

**WhatsApp Business Profile** Click on Update **Profile Picture.**

Choose the File for Profile Picture, Then click on the **Save** Button. Click on **About text** and update the text. Hey there! I am using WhatsApp. **Business Profile** Click on **Address** Update Address. Click on **Description** Update Description. Update **Email.** Update **Website** URL Here is the updated list of **business verticals** from the Below. * Automotive * Beauty, Spa and Salon * Clothing * Education * Entertainment * Event Planning and Service * Finance and Banking * Food and Groceries * Public Service * Hotel and Lodging * Medical and Health * Charity * Professional Services * Shopping and Retail * Travel and Transportation * Restaurant * Other Select any one and Click on the **Save Changes** Button. # Facebook ## How To Set Up Facebook Account 1. Goto to - 2. Click on Create Account and fill out the details. ![](https://lh7-us.googleusercontent.com/SgDSN7GH4cgDTwlEcGTktnexgouTnCP5LbuWaDQ5DcUuy-Vm39J-0JnfWx91rG09ohcxlzEO6RBU-JUrNZTidlN_wsEAy1PZr6SOKz14XYA_QfHP3FOPk3H5NF9dFzylsyNyRb4k4uK_zq72Z3yZcw)
3. After login go - Settings- Channels- Create Channels - Configure Facebook.

Click on the **Next** Button.

Enter the Log-in cardiation and Click on Login Button.

Click on the Connect Facebook Page and log in to the Facebook Page.

Then Click on the **Finish** Button.

Connected your Facebook Page. # Instagram ## How To Set Up Instagram Account 1. Goto to - 2. Click on Create Account and fill out the details. ![](https://lh7-us.googleusercontent.com/SgDSN7GH4cgDTwlEcGTktnexgouTnCP5LbuWaDQ5DcUuy-Vm39J-0JnfWx91rG09ohcxlzEO6RBU-JUrNZTidlN_wsEAy1PZr6SOKz14XYA_QfHP3FOPk3H5NF9dFzylsyNyRb4k4uK_zq72Z3yZcw)
3. After login go - Settings- Channels- Create Channels - Configure Instagram.

Click on the **Next** Button.

Enter the Log-in cardiation and Click on Login Button.

Click on the Connect Facebook Page and log in to the Facebook Page.

Then Click on the **Finish** Button.

Connected your Facebook Page. # Unofficial Whatsapp ## How To Set Up Unofficial Whatsapp Account 1. Goto to - 2. Click on Login Account and fill out the details

After login go - Settings- Channels- Create Channels - Configure Unofficial Whatsapp.

Note: Unofficial channels can take up to 2-3 minutes to initialize. Please wait before making another request.

After waiting 2-3 minutes your Unoddicial Whatsapp Account is Cretaed.

But the Unoddicial Whatsapp Account is Disconnected. Connection Steps

1. Click on Phone Setting 2. Open your phone WhatsApp 3. Click on three dots 4. Click on Linked devices 5. Scan QR Code Configure is Completed. # Billing # File Manager Upload files and manage them efficiently. Go to the left sidebar and select **File Manager**.

Then, click on the UPLOAD FILE (Plus Icon )button to upload a file.

In the Upload File modal, click **Choose File** to browse the file on your system and select it. Then, if you want to make the file accessible to the public, click **Common**. Once done, click **Upload**.

The uploaded file will appear like the above. Use *Search Files* to locate a file quickly. To delete a file, click on the Delete Icon button. And to download it, click on the Download Icon button. # Integrations Integrate 3rd Party APIs and Platforms Using the Integration module of Rampwin, you can integrate 3rd party APIs, Software and Platforms to smoothen the platform's functionality.

Head over to the left sidebar and select **Integration**. There, you'll find the options to integrate, #### Marketplace Apps 1. **WooCommerce**: * **Description**: An open-source e-commerce plugin for WordPress. * **Use Case**: Integrate your online store to manage products, orders, and customer data seamlessly. 2. **Zoho CRM**: * **Description**: A customer relationship management (CRM) software by Zoho. * **Use Case**: Manage sales, marketing, and customer support processes all in one place. 3. **Dialogflow**: * **Description**: A natural language understanding platform for building conversational interfaces. * **Use Case**: Implement chatbots and virtual assistants to handle customer queries and automate interactions. 4. **Shopify**: * **Description**: An e-commerce platform for online stores and retail point-of-sale systems. * **Use Case**: Sync your Shopify store to manage inventory, process orders, and track sales directly from the platform. 5. **Acuity**: * **Description**: An online appointment scheduling software. * **Use Case**: Allow customers to book appointments and manage scheduling efficiently. 6. **Zoho Books**: * **Description**: Online accounting software for managing finances. * **Use Case**: Track income, expenses, and generate financial reports to streamline accounting processes. 7. **WebEngage**: * **Description**: A marketing automation platform for customer engagement. * **Use Case**: Enhance customer engagement through targeted campaigns, web personalization, and analytics. 8. **ChatGPT Assistant**: * **Description**: An AI-based conversational agent powered by OpenAI's GPT. * **Use Case**: Provide automated customer support, content generation, and interactive user experiences. 9. **Google Sheets**: * **Description**: A web-based spreadsheet application by Google. * **Use Case**: Integrate with Google Sheets to automate data import/export, manage spreadsheets, and generate reports. 10. **Shiprocket**: * **Description**: A logistics software platform for e-commerce shipping. * **Use Case**: Manage shipping, track orders, and streamline logistics operations for your e-commerce business. 11. **HubSpot**: * **Description**: A CRM platform with marketing, sales, and service software. * **Use Case**: Integrate HubSpot to align marketing, sales, and customer service processes, enhancing lead management and customer engagement. Explore the following doc page to learn more about the above integrations. # Shopify With the Shopify Marketplace App you can send order reminders, cart abandoned notifications, order fulfillment notification & many more things. To setup your Shopify store in Rampwin first you need to create a private app in your Shopify store here are the steps to create privet app on Shopify store. * Login on your Shopify Admin * Click on Apps * Click on App and sales channel settings. * Click on Develop App * Click on Create an App.

After create an app you have to setup storefront & admin scope permission to use Rampwin Whatsapp CRM.

After Permission Install that APP. Click on API credentials and Copy Access token & Store URL & paste it on the Shopify App Configuration Screen Popup.

{% embed url="" %} Complete Video Guide to Setup Privet App {% endembed %} ### Steps to Add Private App * Click on Integration from left hand side menu. * Select Shopify from Marketplace Apps. * Fill API key & store URL which you copy from Shopify App Credentials. * Copy Rampwin API key from . * Copy Channel ID From Channel .

File the Details and Click on **Save** Button. Click on checkbox if you wanted to sync your Shopify product on Facebook on hourly basis.

# Setup Shopify Automations When Your app is configured you can setup automation on Webhook Topics like below. * COD Order confirmation & Prepaid order notfication * Track Order * Abandoned Cart #### How to setup COD Order Automation. * Click on Automation. * Click on Create Automation. * Give a title, Select Channel & Choose Shopify Order Place Event. * Click on Create.

* [ ] Choose Action Auto Reply Template Message. * [ ] Choose your template for COD order confirmation. * [ ] Choose your placeholders in Template message & Save.

If your template have buttons like Confirm COD Order, Cancel COD order, Connect with Agent then you have to create a separate automation for that. User below steps to update order notes in your Shopify. * Create a new automation. * Give name, choose channel & select trigger New incoming message received. * Click on Create automation button. * Choose custom condition "List/Button Callback ID Matches" & paste your callback id in the value. # WooCommerce With the WooCommerce Marketplace App you can send order reminders, cart abandoned notifications, order fulfillment notification & many more things. To setup your WooCommerce store in Rampwin first you need to create a API Key in your WooCommerce Store steps below to Create API key. To create an API key in WooCommerce, please follow the steps below: 1. Log in to your WooCommerce website with your administrator account. 2. Navigate to the "WooCommerce" menu in the WordPress dashboard and click on the "Settings" option. 3. In the "Settings" screen, select the "Advanced" tab and then click on the "REST API" option. 4. On the REST API screen, click on the "Add Key" button. 5. In the "Add Key" screen, enter a description for your API key in the "Description" field. This description will help you identify the key later. 6. Under the "Permissions" section, select the level of access that you want to give to this key. You can choose to give read-only access or full access. 7. Click on the "Generate API Key" button. This will generate a new API key for you. 8. Copy the Consumer Key and Consumer Secret and save them in a safe place. You will need these keys to add marketplace app in Rampwin.

### Steps to add WooCommerce API Key into * Click on Integration from left hand side menu. * Select Woocommerce from Marketplace Apps. * Fill consumer key, consumer secret & Store URL in the Popup & Save.

When Your app is configured you can setup automation on Webhook Topics like below. # Setup WooCoomerce Automations When Your app is configured you can setup automation on Webhook Topics like below. * COD Order confirmation & Prepaid order notfication * Track Order * Abandoned Cart #### How to setup COD Order Automation. * Click on Automation. * Click on Create Automation. * Give a title, Select Channel & Choose WooCommerce Order Place Event. * Click on Create.

* [ ] Choose Action Auto Reply Template Message. * [ ] Choose your template for COD order confirmation. * [ ] Choose your placeholders in Template message & Save. {% embed url="" %}

If your template have buttons like Confirm COD Order, Cancel COD order, Connect with Agent then you have to create a separate automation for that. User below steps to update order notes in your WooCommerce. * Create a new automation. * Give name, choose channel & select trigger New incoming message received. * Click on Create automation button. * Choose custom condition "List/Button Callback ID Matches" & paste your callback id in the value. # System Logs System logs are crucial records that capture the activities and events occurring within a software system or hardware device. They are vital for monitoring, troubleshooting, security auditing, and performance analysis. Below is a detailed guide on understanding, configuring, and utilizing system logs effectively. **1. Types of System Logs** * **Event Logs:** Record significant system events such as application launches, shutdowns, and error messages. * **Access Logs:** Track access to resources, such as files, databases, and network services, detailing who accessed what and when. * **Error Logs:** Capture error messages and stack traces generated by the system, applications, or services. * **Audit Logs:** Document actions performed by users and administrators, useful for compliance and security auditing. * **Transaction Logs:** Log detailed information about transactions in applications, often used in financial and database systems. * **Security Logs:** Track security-related events, including login attempts, firewall activities, and potential security breaches. ## Message History

## Conversations

Enter the Phone Number in the Search chat by Phone Number. Filter By Channel Select the Channel. Select the Date Range. Click on Export to Download the Data. Select Department. ## User Activity Here showing all Activities of users (Offline, Logout, Login).

REST AIP Logs

Click on the View Icon Button.

# Welcome to Rampwin Hello there, welcome to Rampwin's easy-to-follow user documentation. It includes simple instructions to help you make the most out of the platform.

## What is Rampwin?\# Great question by the way. Well, Rampwin is a multi-channel messaging platform where business owners like you can answer user queries coming from multiple platforms. Yes, you read that right! You can answer to users sending messages from WhatsApp, Facebook, Instagram and more using this single platform -- Rampwin. No need to access different messaging-platform accounts of your business platform. Do everything right from here. Isn't it amazing, right? Moreover, you can perform different actions that would allow you to provide great customer support to your users on the go. It's easy, powerful, and allows you to **send the right message to the right contact at the right time**. Furthermore, you can invite your Team members to take part in it. That's even more awesome. Let's find what you can enjoy while using the RUM Work platform. ### Single Platform - Lots of Features ### Channels Through Channels, you can connect multiple messaging platforms to Rampwin. Thus, allowing you to answer queries of different users coming from different platforms. It simplifies how you connect with your customers by providing messaging options like Templates, Quick Replies, Interactive Messages and more.

### One-Inbox With Rampwin, you never have to log in to your different messaging platforms. The one-inbox will allow you to switch between Channels and see user queries right from RUM Work. Answer them, delete them, or pin them.

### Automation Lower your burden of managing every user query. Set different Automation Workflows that perform different actions based on different Triggers and Conditions. Whether incoming messages or outgoing, you can set automated rules for numerous instances that happen between the Channels and Rampwin.

### Run Campaigns Want to send a single message to multiple customers or send multiple messages to a particular contact? Use Campaigns to broadcast messages of different kinds. Based on Channels, Time and more.

### Collaborate You don't have to do everything on your own. Invite team members, and assign them different roles and duties to perform on Rampwin from time to time. Whether for all Channels, Contacts or only specific, it's up to you.

### Integrate Want to integrate 3rd party platforms to Rampwin? No problem, the Integrations module will allow you to Call APIs, add Bots, capture Leads and more without any extra effort.

### And Much More! The above is just a glimpse you can do on Rampwin. There's more for you to utilize. For instance, create tickets, add events, build a knowledge base, answer FAQs, and much more! Try it today and find the rest of the benefits yourself!!! {% hint style="info" %} Next {% endhint %} # Login to Rampwin Easy login. To use the Rampwin platform, you need to log in, first. Therefore, open [https://app.rampwin.com/auth/login](https://app.rumwork.io/auth/login) on your browser window.

Or you can click the **Register/Login** button at rumwork.io. This will open the following login page.

### Register If you haven't created an account before, click **Create an account**. This will open the following fields,

Simply enter the details and click **Register**.

It will send an email to confirm your details. Login to your email, then confirm the account. Once done, open the login window and use your details to log in.

Upon successful login, you'll find yourself on the [Chat screen](broken://pages/yrp96aIUQEMCXnSNFzRi#overview). ### Forgot Password If you've forgotten your password, simply click **Forgot Password**. Then, enter your email and click on the **Send reset link** button.

Open your email and follow the instructions to reset your password. ### Where to Start? You can work at Rampwin as you prefer the best. However, we suggest you start by creating and connecting the messaging channels, first. # Connecting to a Channel This guide will help you access Rampwin Channels and its options. Rampwin simplifies chat commerce through Channels that enable you to connect to different Chat Platforms, for example, WhatsApp, Facebook, Instagram, Telegram, etc. Follow this guide to learn how Channels work and can connect with a particular chat platform. ### Step 1 - Login to the Rampwin Dashboard Use your login ID and Password to access your Dashboard. Visit the[ How to Login Rampwin guide](#step-1-login-to-the-rampwin-dashboard). ### Step 2 - Access Channels Inside the Dashboard, go to the left sidebar and select *Channels*. {% embed url="" %} Connecting a Channel {% endembed %} ### Step 3 - Create a Channel Upon selecting the Channels, a new window will open with 8 Channel options. {% hint style="info" %} {% endhint %} * Facebook * Instagram * Cloud API

To create a channel, simply go to the channel option and click *Configure*. It will open a popup where you need to enter the details to complete the process. {% hint style="info" %} To learn how to get the required details, you can explore individual guides of each channel. {% endhint %}

If you have already created a channel before, the Channels window then shows a channel list allowing you to apply changes to existing channels easily.

To create a new channel, simply click the *Create Channel* button. A popup will appear asking which Channel connection you want to create.

Select the required Channel and click *Next*. Then, follow the next step to complete the connection. Check out other user guides to learn how you can create a channel for a specific chat platform option available at Rampwin ### What's Next? As you've learned how you can create and connect a channel, you can now proceed with creating different channels or adding team members to your Rampwin account. # Add Team Members ### Overview Team setting allows you to create user accounts for your employers at Rampwin. You can provide them with complete control or limited based on their position. Using their account, your team members can perform different tasks on assigned channels based on their [Department](/english/department) and [User Role & Permission](/english/roles-and-permissions). This streamlines the process of managing [Channels](/english/channels-overview) connections to the different chat platforms. Enabling you and your team to respond to users/customers in a timely manner and improve user-client relationships for the Business. To access Team settings, go to **Settings** → then select the **Team** tab click **Create Team Member**.

On the Team tab, click **Create Team Member**.

As soon as you save the Team member it will appear in page like the above list. ### Activate/Deactivate At Rampwin, you get the option to activate/deactivate a Team member's account whenever needed. Whether for permanent/temporary reasons.

To toggle the switch or select the desired status from the Active and Inactive dropdown menu: 1. If using a switch, simply click on it to change the status from active to inactive or vice versa. ### Search a Team Member To quickly find out a team member's account, you can use the Search option.

Simply head over to the Team member's account details, then click the Login button

. ### Download Team

To download details of your Team member's account, click the **Export** button. ### Edit a Team Member

To edit team settings, follow these steps: 1. Go to "Settings" on the navigation menu. 2. Select "Team" from the options. 3. Locate the specific team member you want to edit. 4. Click on the action button. 5. Choose "Edit" from the dropdown menu. 6. Update the necessary information or settings. 7. Update Your Changes. ### Delete a Team Member

To delete a Team Member, follow these steps: 1. Go to "Settings" in the navigation menu. 2. Select "Team" from the options. 3. Locate the specific team member you want to delete. 4. Click on the action button next to their name. 5. Choose "Delete

" from the dropdown menu. 6. Confirm the deletion if prompted. Please note that deleting a team member will permanently remove them from your team. Make sure to proceed carefully. If you have any further questions, feel free to ask!

Then click the **Confirm** button to finalise deleting a team member. ### What's Next? You've added your teammates, now you should know how you can respond to user messages. Let's explore that in the Chat module. # Reply to Messages Stay updated with user queries and respond to them promptly ### Overview The Chat module at Rampwin allows viewing user/customer messages sent or received on different chat platforms. Plus, it enables you to communicate with your customers on different channels and provide top-notch customer service without opening too many platforms or inboxes. Through Chat, you can respond to queries coming from [WhatsApp](/english/whatsapp-integration), [Facebook](/english/facebook-integration), [Instagram](/english/instagram-integration). Although upon login to Rampwin, by default, you'll be on the Chat module interface. But still, to access the Chat module, click the Chat option in the sidebar.

The Chat module has different sections that allow you to efficiently manage and perform several actions on conversations.

#### Overview of the Communication Dashboard This image illustrates the main components of the communication dashboard, enabling efficient handling and tracking of customer interactions. 1. **Main Menu**:

* Provides quick access to different sections like Dashboard, Chat, Contacts, Tickets, Campaigns, Drip Campaigns, Automations, Follow-Ups, Settings, and System Logs. 1. **Filters**:

* Allows you to filter conversations by various tags, assigned personnel, and message status (e.g., last message by bot, unassigned). 2. **Channels**:

* Displays all available communication channels. You can search for specific channels and select the desired channel to view associated conversations. 1. **Search Options**:

* Enables searching within conversations based on status (All, Mine, Queue, Unread, Closed). 1. **Conversation Tray**:

* Lists all active conversations, displaying key details like contact name, last message, and timestamp. Click on a conversation to view and interact in the chat area. 1. **Contact Info**:

* Shows detailed information about the selected contact, including name, phone number, and email address. 1. **Chat Area**:

* The main area for viewing and responding to messages. You can switch between replying to the customer and adding private notes. 1. **Action Options**:

* Provides options to change the conversation status (e.g., Open, Close) and other quick actions. 1. **Assign Agent**:

* Allows you to assign the conversation to yourself or another team member, select the department, and add additional chat members if needed. 1. **Contact Attributes**:

* Displays various attributes related to the contact, such as mobile number, ID card, and other custom attributes. 1. **Basic Details**:

* Basic contact information including full name, tags, and any additional remarks. You can edit and save these details as required. 1. **Tickets**:

* Shows ticketing options. You can create new tickets for further follow-up and support. ### Main menu

Great! Here's the list of main menu options you provided: 1. Dashboard 2. Chat 3. Contacts 4. Contacts List 5. Tickets 6. Campaigns 7. Drip Campaigns 8. Automation's 9. Follow-Ups 10. Setting 11. System Logs ### Filters

To filter all chats according to users, you can follow these steps: 1. Go to the "Chat" section in your dashboard. 2. Look for the filter or search bar provided in the chat interface. 3. Enter the name or username of the user you want to filter chats for. 4. Press enter or click on the search icon to apply the filter. 5. The chat interface will display only the chats related to the specified user. ### Channels

To select the channels in the chat option, follow these steps: 1. **Search for Channels:** * Look for an option labeled "Channels" or "Messaging Channels." 2. **Select Channel Types:** * You will see a list of available channels (e.g., live chat, messaging apps, social media platforms). * Search for the specific channels you are interested in. * Switch between channels to view conversations and communicate with users messaging from different chat platforms. ### Search Options

To search for a specific chat in your chat application, follow these steps: 1. **Type the name of the person, group, or specific keywords related to the chat you are looking for.** 2. **Browse through the results to find the specific chat you need.** 3. **Click or tap on the desired chat from the search results to open it.** ### Contact Info

Edit contact information; create tickets and more. ### Chat Area

Simply communicate with users using different message types and more. ### Chat More Options

Change conversation Open status read status, assign bot, pin chat, and more. ### What's Next? To improve your Chat, let's learn how you can integrate a bot into it. # Overview Take Control of the platform by utilizing the options available in Settings. You can access the Settings Panel and its options in 2 ways. * From the Dashboard, go to the Left Sidebar and click Settings.

* Or, click on the gear (⚙️) icon directly from your dashboard.

The different options available in the **Settings** panel of the Rampwin platform allow you to make the most out of it. By using the following options, you can simplify how the platform works and provide customers with the best-in-class user support. Customization options to make the interface represent the business more evenly. Create different roles and assign permissions per requirement. Create departments to sort team members' duties in the Rampwin. Add team members to Rampwin and assign tasks to them based on their department. Make quick message templates to use in the chat. Create automation workflows and run them based on user triggers. Build a list of questions and answers for the FAQ Bot. Build or upload answers for different user questions. Create different fields to use while creating contacts. # My Account The **My Account Setting** enables you to configure General Information like Business Name, Address; Ticket Due Date, Chat, and Working Hours. With these settings configured appropriately, you and your team members will manage different options of easily without confusion. To access My Account settings, simply click the **Settings** in the Left Sidebar of your Dashboard. Or tap on the gear icon in the top menu. Explore the following settings to learn more. {% content-ref url="/pages/FXpH9OfhHL9L4N8IfYRx" %} [General](/english/general) {% endcontent-ref %} {% content-ref url="/pages/Y7sg2mVPL3eJMJ5wYKQZ" %} [Broken mention](broken://pages/Y7sg2mVPL3eJMJ5wYKQZ) {% endcontent-ref %} {% content-ref url="/pages/7SQk5gAsT5TvWUC0lyaq" %} [Chat Settings](/english/chat-settings) {% endcontent-ref %} {% content-ref url="/pages/SolNhVw8ZpCbFeaRFH3i" %} [Working Hours](/english/working-hours) {% endcontent-ref %} # General Using the **General Information** option of the [My Account](broken://pages/H0qFFMusJTKPeBnpfXqi) settings, you can manage the following details, * Business Name * Billing Address * Default Country Code * Default Timezone * API Key

To add the information or make changes to it, click the Edit icon.

Then, you get the fields to add the information or make changes. Simply input the Business Name first, then the Billing Address. Choose Default Country Code and Time Zone. Once you're done editing or adding the info, click **Update** to save changes.

If you're required to access the API Key of your Rampwin business account, you can obtain that by clicking the Copy button.

And if, in any scenario, you need to change the API, then you can do that by clicking the **Regenerate Key** button. ### Reset Data If you're required to delete all of your data from Rampwin, for example, contacts, chat, campaigns and more, then you can do that by clicking the Clean icon.

It will open the Clear All Data confirmation popup.

To finalise cleaning, click **Confirm**. And all of your data will be removed safely. # Chat Settings Chat Settings of [My Account](broken://pages/H0qFFMusJTKPeBnpfXqi) lets you activate the following options,

* Assign Chat to First Replier * Keep a Chat unread on click * Send Chat Notifications to the Manager * Send Agent Name in Text Messages # Blacklisting Settings

Define any keyword here to mark contact blacklisted from sending any sort of business-initiated messages. # Live Translation Settings

Look for an option to enable live or real-time translation. This setting ensures that transactions occur as conversations happen in real-time. # Chat Assignment Settings

Chat Assignment Settings" typically refers to the configuration options available for managing how incoming chats or messages are assigned to agents or representatives within a business or customer support system. Here's a general guide on how you might access and configure these settings: 1. **Agent Availability**: Configure settings related to agent availability, such as specifying working hours or setting up automatic routing during peak times. 2. The "Agent On Break" feature typically allows agents or representatives in a customer support or chat system to indicate when they are temporarily unavailable to handle incoming chats or calls. Here's how this feature generally works and how it can be configured: 3. **Non-Working Hours Status**: During times when agents are not scheduled to work, they can set their status as "Non-Working Hours" or "Offline". This indicates to the system and customers that they are unavailable to handle inquiries. # Chat Queue Setting

Enable automatic closing chats from the queue. Enable automatic closing chat from the bot. Enable auto assignment for queue chats. # Reply on Conversation Status Change

# Working Hours To define the office hours and holidays of your business, you can utilise the Working Hours setting of [My Account](broken://pages/H0qFFMusJTKPeBnpfXqi).

Simply click the Edit

icon.

Then, activate the days you work and mention the time.

If you want to declare holidays, click the Holidays field and then select the dates.

Once added Working Hours and Holidays, click **Apply**. # Roles & Permissions ### Overview Through **Roles & Permissions** Setting, you can create different roles and allow specific permissions to them. Then, use Roles to create [Team](broken://pages/VchiCqrbPAUPOE0VMpv4) members and provide them control as per allowed permissions. This is useful to give team members limited control over the Rampwin platform and its options. To access this particular setting, go to **Settings** and then click **Roles & Permissions**.

### Create a Role

At Roles & Permissions, click the **Create Role** button.

Then, define the name of the Role and click **Save**. ### Assign Permission

Once you've created a Role, you'd find it in the tab. Then, to assign permissions, simply click the checkbox next to permission.

Or select them all by checking the Bulk box. There are a total of 34 permissions you can assign to a role. | **1. Manage Quick Replies** | | ------------------------------------- | | **2. Manage FAQ** | | **3. Manage Attachment** | | **4. Manage Knowledge** | | **5. Manage Departments** | | **6. Rest API** | | **7. Manage Self Account** | | **8. Edit Tickets** | | **9. Manage Campaigns** | | **10. Manage Channels** | | **11. Manage Assigned Channels** | | **12. Manage Tickets** | | **13. Manage Custom Fields** | | **14. Manage Service Integrations** | | **15. Manage Settings** | | **16. Chat Customers** | | **17. Manage All Chats** | | **18. Manage All Tickets** | | **19. Manage Automation Rules** | | **20. Manage Recurring Events** | | **21. Manage Contacts** | | **22. Manage Follow Ups** | | **23. Manage All Follow Ups** | | **24. Can See Contact Basic Profile** | | **25. Manage User Roles** | | **26. Manage Teams** | | **27. Manage Message Template** | | **28. Manage Drip Campaign** | | **29. Manage Messages** | | **30. Manage Todo** | | **31. Create Manual Payment Link** | | **32. Manage Chat Commerce Store** | | **33. Manage Notes** | | **34. Delete Notes** | ### Editing a Role

To edit a Role, click the Menu (three vertical dots) icon, then select **Edit**.

It will allow you to change the name. Once edited, click **Save**.

### Delete a Role

To delete a Role, click the Menu (three vertical dots) icon, then select Delete.

Then click the **Confirm** button to finalise deleting.

# Department ### Overview Using the Department setting, you can create new Departments; Edit and Delete them. Using a particular department, you can sort your [Team](broken://pages/VchiCqrbPAUPOE0VMpv4) members and provide them with access to manage specific channel(s). To open the Department setting, go to **Settings** and then select the **Department** tab.

Create a Department On the Department window, click **Create Department**.

Then, input Department; select Channels and Agents( Team members) if any. Once done, click **Save**.

### Edit a Department

Open **Settings** → **Department** → and click on the Edit

icon.

Then make appropriate changes and click **Update** to save changes. ### Delete a Department

Click the Trash

icon next to the edit button.

Then click **Confirm** to finalize deleting. ### Download Team

To download details of your Team member's account, click the **Download** button. ### Edit a Team Member

Open **Settings** → **Team** → and click on the Edit

icon.

Then make appropriate changes to the Department, Roles and Status. Once edited, click **Update** to save changes. ### Delete a Team Member

Open **Settings** → **Team** → and click on the Trash icon

### What's Next? You've added your teammates, now you should know how you can respond to user messages. Let's explore that in the Chat module. # Team ### Overview Team setting allows you to create user accounts for your employers at Rampwin. You can provide them with complete control or limited based on their position. Using their account, your team members can perform different tasks on assigned channels based on their [Department](broken://pages/Jd6AKOwsR7N1iuMqv24w#overview) and [User Role & Permission](broken://pages/PK5rJRwKGtYVIRSkg6I5#overview). This streamlines the process of managing [Channels](broken://pages/2FV0sVYuPX6aU60pWzTk) connections to the different chat platforms. Enabling you and your team to respond to users/customers in a timely manner and improve user-client relationships for the Business. To access Team settings, go to **Settings** → then select the **Team** tab.

### Create a Team Member

On the Team tab, click **Create Team Member**.

Simply head over to the Team member's account details, then click the Login button

. # Quick Reply ### Overview Quick replies are helpful when you don't want to send the same message over and over manually to the same or different customers. At Rampwin, you can create Quick Replies and send them using Chat to save time and respond to the user quickly.

To access Quick Reply, go to **Settings** → then click on the **Quick Reply** tab. ### Create a Quick Reply

To create a Quick Reply, click **Create Quick Reply**.

To edit a Quick Reply, go to **Settings** → **Quick Reply** → then click the Edit icon.

This will open the Update Quick Reply modal. Here, you can make the changes as required to the selected Quick Reply. Once edited, click **Update**. ### Delete a Quick Reply

On the Quick Reply tab, click the Trash icon to delete a particular Quick Reply.

Then click **Confirm** to finalize deleting. ### Use A Quick Reply could be used through Chat while conversing with a contact. Simply click the Plus icon

and then select the **Quick Reply** button.

As you click the Quick Reply button, it will provide you with different quick replies to select.

After selecting the Quick Reply, click the Send button

or press Enter.

{% hint style="info" %} You can remove the file if not required by tapping the Cancel

button. {% endhint %} # Automation Workflows ### Overview Using Automation Workflows, you can run automated Actions on Rampwin based on **Trigger** and **Trigger Condition(s)**. For creating and running an automation workflow, it's necessary to select the Trigger (you can use only one trigger for single automation) and based on that; you need to choose condition(s) and define its values. To access Automation Workflows, you can go to the **Automation** → **Automation** from your Dashboard.

Or, you can go to **→ Automation**. ### Creating a Workflow To create an automation workflow, you need to click the **Create Automation Workflow** button.

This will open the Create Automation Workflow modal with the options as - * Automation Name * Channel / Service Integration (trigger dependent) * Trigger Event * Actions

Learn more about workflow options at - {% content-ref url="/pages/B9EIYWk727bwTJzGltQQ" %} [Trigger](/english/trigger) {% endcontent-ref %} {% content-ref url="/pages/ry35DwQk2zT1jQzpqJsO" %} [Trigger Conditions](/english/trigger-conditions) {% endcontent-ref %} {% content-ref url="/pages/DvxCdKZjz65fKadKaAxx" %} [Actions/Steps](/english/actions-steps) {% endcontent-ref %} #### Select Trigger In the Create Automation Workflow modal, first, you need to define a name for the automation. Then, select a Channel from the available options.

After selecting the Channel, you need to select either a Trigger or Service Integration,

#### Select Trigger Condition Based on your selected [Trigger](broken://pages/QcnEm11A8RWGV2t3tcaZ), you get the Trigger Conditions. Simply select the required condition.

Then, provide the text or keywords for the Match String or Text keywords field - except in the case of Received outside business hours, New Catalog Order Received, and Very first message or message after 24 hours of the last message.

Then check **Is Case Sensitive** if you want the Text or Keywords to exactly match.

If you want to use multiple conditions, click **Add More Condition**.

Once you've added the Trigger Condition(s), you can proceed to add the Workflow Steps. #### Add Steps To add Workflow Steps, click the **Add Workflow Step** to access Action types.

This will open the Workflow Steps modal with all the step types.

There are a total of 24 Workflow Steps you can select to assign them to an automation trigger. Simply select your Steps from the given list and configure them accordingly. To learn how each step works and what's the best way to configure them, visit [Steps](broken://pages/wltps3xu3uoabPvym7W1#workflow-steps) documentation. Once, you've saved the Step, it will appear in the Create Automation Workflow modal as the following.

To add more steps, you can simply click the Add Workflow Step button. Once you've added all the required steps, you can click Save to create your Automation Workflow.

It will appear in the Automation Workflows library.

### Editing a Workflow To edit an Automation Workflow, click the Pen icon.

This will open the Update Automation Workflow modal. Here, you can only make changes to the Channel, Trigger Condition, and Steps.

You can add more conditions by clicking the Add More Condition button. Or you can change the current with another. For Step(s) you can edit it by clicking the Pen icon on the right side. When you edit the step, you can change the value for the selected Step type. Or you can choose another Step by simply clicking the Action Type field.

Once the Step, click Update to make changes.

If you want to delete a step, simply click the Trash icon.

After making all the changes, to save the edited Automation Workflow, you need to click the **Update** button and Save. ### Deleting a Workflow To delete an Automation Workflow, simply click the Trash icon next to the edit button.

This will remove the workflow completely. # Trigger A trigger in the Automation Workflows allows you to set different conditions to run automated actions.

### Trigger Types Using triggers, you can activate an automated action(s) based on the conditions fulfilled. It's highly useful to serve your customers in a timely manner and perform different actions when you're away from the platform. Or when you want to handle fewer tasks. At Rampwin, you can utilise 4 types of Automation Workflow Triggers: #### 1. New Outgoing Message You can use this trigger to set conditions to activate an automated action(s) when you or your teammate send a message to the client/customer/user using [Chat](broken://pages/yrp96aIUQEMCXnSNFzRi). #### 2. New Incoming Message Using this Trigger, you can activate an automated action(s) based on the conditions when you receive a message on the selected [Channel](broken://pages/2FV0sVYuPX6aU60pWzTk). #### 3. New Contact Created By Chat If you or one of your teammates creates a new contact using Chat, then this trigger will run the automated action(s) based on the conditions met. #### 4. New Facebook Lead Generated Activate an automated action(s) when a new Facebook lead is generated through the selected integration while creating the automation workflow. #### 5. When A Tag is Added/Removed Create an Automation Workflow triggered by the addition or removal of the Tag from the contact's info. ### Conditions & Actions During [creating an automation workflow](broken://pages/Vr2HSJYCpsSOiYkwHeN7#creating-an-automation-workflow), choosing Trigger [**(1)**](#1.-new-outgoing-message) or [**(2)**](#2.-new-incoming-message) will further open multiple **Trigger Conditions**. Each Trigger has a different set of conditions. Once these conditions are fulfilled, the automated Actions run. # Trigger Conditions ### Overview Trigger Condition(s) is the basis for an automated action(s) to run. When you select the *New Outgoing Message* and *New Incoming Message*, the Trigger Condition section appears. There are 8 types of Conditions, which, if fulfilled, the Action(s) will be executed.

For an automated action to run, you can set multiple conditions, and all those conditions need to be True or fulfilled. The Trigger Condition section has 4 elements that allow you to utilise it to the fullest. The elements are,

1. **Trigger Condition** - Here, you can select one condition from the 8 condition types. 2. **Match String** / **Text keywords** - Here, you can define the Message(text) or Keyword(s) that should be found in the New Outgoing/Incoming Message to qualify the Condition(s) as True or Fulfilled. If not, the Action(s) won't run. 3. **Is Case Sensitive** - The Match String/Text Keywords Is Case Sensitive. If you set APPLE, then it should be APPLE, not Apple. Or you've set Purple; then it should be Purple, not pUrple. The text should match the Letter Case exactly to qualify the Condition as True. 4. **Add More Condition** - Simply add more condition(s) to be checked and fulfilled for the Action to run when the trigger activates. ### Trigger Condition Types The eight types of Trigger Conditions you can use for the Automation Workflow at Rampwin are, **1. Message text exactly matches**

Message text exactly matches trigger condition

This trigger condition is available when you select the New Outgoing/Incoming Message Trigger. Under this condition, the message should exactly match the Match String to activate the trigger and run the action. **2. Message text includes**

This trigger condition is available when you select the *New Outgoing/Incoming Message*. Under this condition, if the message includes the Match String, the trigger will be activated, and the action will run. \ The entire message doesn't need to be precisely the same as the Match String. #### 3. Message text exactly matches any of keywords

You can activate the trigger using this trigger condition and run the action when the *New Outgoing/Incoming Message* includes the same keyword mentioned in the *Text keywords* field. #### 4. Message include any of keywords

Under this trigger condition, the trigger will be activated, and the action will run when the *New Outgoing/Incoming Message* includes one/any of the mentioned Text keywords. #### 5. List/Button Callback ID matches

Under this trigger condition, the automation will execute the action if the *New Outgoing/Incoming Message* is an Interactive Message and its List ID/Button Callback ID matches the Match String. #### 6. Received outside business hours

Run an automation workflow action when the *New Incoming Message* is received outside the business hours. {% hint style="info" %} Set your business hours using the My Account settings. {% endhint %} #### 7. New Catalog Order Received If you've created [Product Catalogs](broken://pages/covnnY2D2A8ZFfGZhxmp) in the WhatsApp Store Settings, you can create Automation based on that. It will run when your contacts send a Catalog request after you send them the option to select products using the [Interactive Message](broken://pages/2gcD3539AyaRgi9CliBI#buttons-options-product-messages).

Interactive Message sent by the Business Owner.

Contact will select the product and then send it to the business.

Based on the order received, you can run the automation. And to do that, select Trigger Condition as **New Catalog Order Received.**

#### 8. Very first message or message after 24hrs of last message

Very first message or message after 24hrs of the last message

Set an action for the workflow that needs to be executed when the *New Incoming Message* received is the Very First Message or the Message after 24hrs of the last message in the selected channel. ### Working Based on your selected [Trigger](broken://pages/QcnEm11A8RWGV2t3tcaZ), you get the Trigger Condition. Simply select the required condition.

Then check **Is Case Sensitive** if you want the Text or Keywords to exactly match.

And if you want to use multiple conditions, click **Add More Condition**.

Once you've added the Trigger Condition(s), you can add your actions by clicking the ***Add Workflow Step***. # Actions/Steps Overview Actions in an automation workflow are the Tasks that get executed when Trigger activates, and Trigger Condition(s) are fulfilled.

To add an action to an automation workflow, first, you need to select a [Trigger](broken://pages/QcnEm11A8RWGV2t3tcaZ#trigger-types), then the [Channel](broken://pages/2FV0sVYuPX6aU60pWzTk#introduction) in which you want to trigger the automation. After that, add [Trigger Condition](broken://pages/cRFz7hRe3cGo69UJ9lFj#trigger-condition-types)(s), and once you've added all, click the **Add Workflow Step** to access Action types and add them.

There are a total of 24 Actions for the Automated Workflow; based on those, you can run automated tasks at Rampwin. ### Workflow Steps The 24 Workflow Steps or Actions you can utilize at Rampwin are, #### Starting Point: Trigger Node * **Define your trigger**: This could be an incoming message, a specific user action, a scheduled time, or an event from another system (e.g., new customer sign-up).

#### Workflow * **Criteria Router**: Route the workflow based on specific criteria such as message content, user attributes, or other conditions.

* **Jump to Automation**: Jump to a specific automation flow based on criteria.

* **Delay Execution**: Introduce delays where necessary to control the timing of actions.

#### Messaging * **Auto Reply Template Message**: Set up automated responses using predefined templates. * If you've created a WhatsApp Template Message and want to send it automatically based on Trigger and its Condition, you can use the **Auto Reply Template Message** in the Workflow Step. This Automation only works for WhatsApp Official API Channels: * Click on the Add Workflow Step **→** then select **Auto Reply Template Message** in the Action Type. * After selecting the action type, select the template you've created before. * Then, preview your message template and click **Add**.

* **Auto Reply Button/Option/Products**: Send automated replies that include buttons for options or product selections.

Under this, you've to define a question in the *Question* field, and for the answer, you need to select a contact field from the *Save To Contact Attribute* option.

There are a total of 11 Contact Attributes you can select from to save the answer.

For multiple questions, you can click the button **Add More Questions**, and once done, click **Add**. #### `Customer` Interaction * **Add To Drip Campaign**: Add users to a drip campaign for sequential automated messages.

* **Remove From Drip Campaign**: If the contact is in a Drip Campaign, and if you want to remove it from that based on the Trigger Condition(s) fulfillment, you can use this particular Automation Workflow Step.

Simply select the Drip Campaign from the list and click **Add**. * **Add Contact List**: The automation Workflow can add the contact to a list under this Workflow Step when the automation trigger is activated.

* **Set Conversation Status**: Change the status of a conversation (e.g., open, closed, pending).

* **Mark Blacklisted**: Mark users as blacklisted to prevent further communication. If you want to avoid false Leads, Contact creation, or Incoming or Outgoing messages, you can put that on the blocklist using this particular Automation Workflow Step.

* **Assign To Team Member**: Whether you receive a new incoming message or send an outgoing, or perhaps a lead is generated. Therefore, based on the Trigger and its condition, if you want it to be reviewed or taken into notice by a Team Member, you can use this Automation Workflow Step.

There are two options it provides: * Assign to Specific Team Member * Assign One by One (Round Robin Method) * **Unassign From Team**: Remove an assignment from a team member when necessary.

#### Security * **Hide The File**: Secure sensitive files shared in the conversation.

* **Mark The Text Messages As Per Regex**: Use regex patterns to identify and mark specific text messages for follow-up or categorization.

#### Technical * **Call REST API**: Integrate with external systems by calling REST APIs. Likewise sending information to the Rest API using the Push To CRM action type, you can also call/add the API of a 3rd party software or platform when needed using the automation for the particular Trigger.

Select **Call REST API** as the Action Type.

Then, according to your requirements and the platform's compatibility, add the REST API details. For instance, * Type for URL as POST, GET, PUT, and DELETE. * Input Header Key(s) and Value(s). * Select Data Type as URL Encoded, JSON, or FORM. * Then, add the JSON Data using the parameter fields, and once done, click **Add**. * **Eval**: Execute custom scripts or code snippets for advanced processing.

#### Tagging * **Add Tags**: To automatically assign tags to the contact, you can utilize this particular Automation Workflow Step.

Simply select the existing tags or define new ones and then click **Add**. * **Remove Tags**: Create an automation step to remove tags from the contact. * Select the tag(s) you want to remove and click **Add**.

#### Payment Processing * **Send Payment Link**: Automate the sending of payment links to users. * Based on your payment partner selected in the respective channel, you can create an automation rule to send a payment link when the trigger activates and all the conditions are met.

With the payment link, you can also add a custom message if needed. Explore the following settings to set up the payment link. #### WhatsApp Chat Commerce **Send Cart Confirmation Message** * **Confirm orders**: Send messages to confirm cart contents and orders.

**Send WhatsApp Notification** * **Alert and update**: Send notifications for order status, promotions, or updates.

#### 1. Auto Reply Using this particular Workflow Step, define a message to send it as an auto-reply when trigger condition(s) is fulfilled.

To use this Workflow step, simply add the text, use contact fields, insert any file you want to by clicking the Choose File button and once done, click **Add**. {% hint style="info" %} When you select the Trigger type as New Facebook Lead Generated, then in the Auto Reply Step, you have to select a Channel as well. {% endhint %} #### 2. Auto Reply and Collect User Inputs If you want to ask users bot questions and want to save their responses in the contact fields, you can use this Workflow Step.

Under this, you've to define a question in the *Question* field, and for the answer, you need to select a contact field from *Save To Contact Attribute* option.

There are a total of 11 Contact Attributes you can select from to save the answer.

For multiple questions, you can click the button **Add More Questions**, and once done, click **Add**. #### 3. Add Contact to List The Automation Workflow can add the contact to a list under this Workflow Step when the automation trigger is activated.

You can either create a new list or choose an existing one. Once the Trigger is activated and all the defined conditions meet, it will automatically add the contact to the selected list. #### 4. Send Payment Link Based on your payment partner selected in the respective channel, you can create an automation rule to send a payment link when the trigger activates and all the conditions meet.

With the payment link, you can also add a custom message if needed. Explore the following settings to set up the payment link. #### 5. Save Message Text to Contact Attribute If you like to save a message using the automation workflow, you can do that. The Action/Workflow Step provides you with the option to save a particular message to the Contact Attribute.

Select the **Save Message Text to Contact Attribute** in the Action Type.

Then, select a particular contact attribute in which you'd like to save the message. The automation workflow step provides you with the default attributes and custom ones you've created using the Custom Field. #### 6. Auto Reply Template Message If you've created a WhatsApp Template Message and want to send it automatically based on Trigger and its Condition, you can use the **Auto Reply Template Message** in the Workflow Step. This Automation only works for WhatsApp Official API Channels: * [Cloud API](/english/cloud-api). Click on the Add Workflow Step **→** then select **Auto Reply Template Message** in the Action Type. After selecting the action type, select the template you've created before. In the Workflow Step / Actions section, select **Auto Reply Button/Options/Products** as the Action Type. The Round Robin method will work per the configuration in the [Chat Settings](broken://pages/NkGJspKFw6xEpK0rcJKB). # Custom Fields ### Overview Custom Fields are used to save or obtain additional information about your customers using different Field Types. You can access that information using the Contacts module or while interacting with them using Chat. To open the Custom Fields option window, go to Contacts → Custom Fields from your Dashboard.

Or you can select Settings, then choose the Custom Fields tab.

In both cases, you'll be able to access the Custom Fields options. ### Create a Custom Field To create a Custom Field, you need to click the Create Custom Field button.

This will bring the Create Custom Field modal, where you get the following options:

* **Field Name** - Define the name of your custom field. * **Field Type** - Select a custom field type from 6 different types that are, * Text(Single Line) * Text(Multi-Line) * Email * Number * Date * Date Time * File * Object * **Priority** - To assign importance level to regard the field as more important than other custom fields. Numeric 1 is regarded as the top priority. * **Search Allowed** - To search contacts based on Custom Field. * **Show On Contacts Grid** - To showcase custom field details in the contacts module.

* **Is Required** - When creating the contact, adding value(s) to this field is necessary. Now, to create the custom field, first, input the Field Name, then select a Field Type.

After selecting the field type, define Priority and check the tick box next to Search Allowed, Show On Contacts Grid, and Is Required if you want to apply those conditions on the field.

Once utilized all the options, click **Save** to create the Custom Field. ### Edit a Custom Field You'll find created custom fields in the Custom Fields window, Contacts → Custom Fields, like the following.

To edit a custom field, click on the Pen/Edit Icon.

Simply make the changes, and once edited, click **Update**. ### Delete a Custom Field

Locate your custom field by going to the Contacts → Custom Fields.

Then, click on the Trash icon and further click **Confirm**. ### Use To utilize a particular Custom Field, you can access the Contacts module and, from there, edit the contact. Then, scroll down to find the custom field(s).

Once added or edited the information, you can click **Save**. #### Access Custom Fields Using Chat Another method to access custom fields is when you're chatting with the contact.

Click on the contact's name, then click the Edit icon. This will open the Edit Contact modal. Scroll down to find the custom fields to add the information or edit it # Dashboard Glance at conversations and tickets; access different modules, and much more. Using the dashboard, you can quickly view the status of conversations: Total messages exchanged - received, and sent based on different channels and team members during a particular time.

Plus, see how many contacts were added. Use filters to pinpoint the data.

* **Channels** - Select the channel(s) you want to see the conversation overview for. * **Team Members** - See status based on a team member(s). * **Date Range** - Overview of Today, Yesterday, This Week, This Month, and Custom.

It also enables you to view an overview of Tickets. Click **Tickets** to switch the info. Here, you can view Total Tickets, Due Tickets, Open Tickets, and Closed Tickets. Further, it guides whether the tickets created were leads or opened by the team. You can use the filters to pinpoint tickets info based on different rules,

* **Board** - See an overview of a particular Ticketing Board. * **Team Members** - Tickets that include a particular team member(s). * **Date Range** - Tickets created Today, Yesterday, This Week, This Month, and Custom. * **Created By** - Tickets created by a particular team member(s). ### Access Modules

Head over to the left sidebar to access different modules of Rampwin.

You can also pin the sidebar by clicking the button in the top right corner of the sidebar. ### Enable Rampwin Desktop Notification

Rampwin facilitates desktop notifications that you can enable by clicking the Bell Icon button in the lower left corner of the platform. ### More Options In addition, you've got more options to apply general changes to the platform, which are accessible all the time regardless of the module you're using. You can find them in the top bar.

* To change the language.

* Toggle Rampwin to Fullscreen view.

* To view Knowledge base Q\&A.

* To access the Settings tab.

* To view notifications.

### Switch Between User Accounts

Click on the Account Name next to the sidebar and select your account.

You can also switch accounts by clicking Profile Name in the top right corner and then selecting the account. ### Change Profile Image and Password

Click on the Profile Name with Image → select **My Profile**.

Here, you get the options to, * Change the Profile Image. * Change the Password. Plus, you can view General Information. ### Log Out

Click on the Profile Name with name → **Logout**. # Chat Stay updated with user queries and respond to them promptly. ### Overview The Chat module at Rampwin allows viewing user/customer messages sent or received on different chat platforms. Plus, it enables you to communicate with your customers on different channels and provide top-notch customer service without opening too many platforms or inboxes. Through Chat, you can respond to queries coming from [WhatsApp](broken://pages/wcaCZyoCA8iFQ0MxsVMs), [Facebook](broken://pages/yymaeNy7XyvTvxnb0d36), [Instagram](broken://pages/sanVVCfIPpOHaoHXuYUx), [Telegram](broken://pages/fUbi2FktqjwIJyPbLGVD), and [WeChat](broken://pages/AijMkl0rgjomJzME1Ehr). Although upon login to Rampwin, by default, you'll be on the Chat module interface. But still, to access the Chat module, click the Chat option in the sidebar.

The Chat module has different sections that allow you to efficiently manage and perform several actions on conversations.

### Search Options

Using this particular option in the Chat module, you can search, filter, and sort conversations. ### Channel Selector

Switch between Rampwin channels to view conversations and communicate with users messaging from different chat platforms. ### Conversation Tray

Select conversations to communicate with users. ### Contact Info

Edit contact information; create ticket and more. ### Chat Area

Simply communicate with users using different message types and more. ### Chat More Options

Change conversation Open status, read status, assign bot, pin chat, and more. # Search Conversation Find and communicate with contacts from where you left. To search a conversation in chat, simply type your contact's phone number, name or message in the search field.

As you'll do that, it will bring the conversation matching the search query. You can also look for a particular message by switching to the Messages tab.

Furthermore, you can also sort conversations in the Latest or Oldest order.

Simply click the

Sorting button and then select either: **Latest First** or **Oldest First**. ### Chat Search Filters If you want to narrow down the search, you can use the filter options. Simply click the

filter button to access filter options.

# Select and Download Conversations In the Conversation Tray, you can filter chats by their status and group. In addition, you can add contacts as well as download all the chats you had with your customers.

The filter options are, * All Contacts

: By default you see conversation of all the contacts. * Starred Contact

: View conversation of the contacts that you've pinned. * Unread Contacts

: View chats that you haven't read. If you want to add a contact using chat, you can click the add contact button

And if you want to download the conversations, simply click the download button

# Send Message Using the Chat Area of Chat module, you can communicate with your customers. Send simple and interactive messages such as Quick Reply, Audio Message, Template Message and more. Using this guide, you'l

To send a message, simply type your text in the message area and then click the send button

to send it.

To utilize other options, check out the following sections. ### Audio Message To send an audio message using Rampwin Chat, click the plus button icon

, then from the menu that pops up, choose **Record Voice**.

Then click on the microphone button

to record your voice. Once the voice is recorded, click the

stop button, and click **Upload**. Once it's uploaded, click the send button

### Quick Reply To send a quick replay, which you've created using the [Quick Reply](broken://pages/LDUjRv5lxVDOoGuzl01l) tab in Settings, click the plus button icon

, then select **Quick Reply**.

A popup will appear with all the quick replies. Select the one you want to send, and then click the send button

Or, you can type / to view quick replies, then select a one and click the send button to deliver it. With this, you won't be able to send file attached to the quick reply. {% content-ref url="/pages/uvNVNNzY9bZB58Yq49tC" %} [Quick Reply](/english/quick-reply) {% endcontent-ref %} ### **Send Template Message** If you've created template message and want to send it, you can use the Chat Area of the Chat module. {% hint style="info" %} Sending a template message is only accessible to supported Channels. Learn more about message templates at [WhatsApp Message Templates](broken://pages/YEy5TCNc3NUmJ5RKSMiJ). {% endhint %} To send a template message, click the plus button icon

, then select **Send Template Message**.

Then, from the Select Template popup, select the template you want to send. And once selected, click **Send**. ### Send Payment Link To process orders, you can send a payment link to your customers using chat, and to do that, click the plus button icon

, then select **Send Payment Link**.

Then, in the Generate Payment Link popup, select the items and then click **Generate Payment Link**.

### Send Buttons/Options/Product Messages If you've created interactive messages before using the supported channels, you can send them using the Chat area of the Chat module. {% hint style="info" %} Buttons/Options/Product Messages can only be sent using the [360dialog](broken://pages/ICaj3MaCaZVFxuyjO8dZ#channel-configuration), [Emma](broken://pages/5Zybshi4Ij6lvAkMfxou#channel-configuration) and [Cloud API](broken://pages/2gcD3539AyaRgi9CliBI#channel-configuration) channels. {% endhint %} To send Buttons/Options/Product Messages, click the plus button icon

, then select **Send Buttons/Options/Product Messages**.

Then from the Send Interactive Message popup, select your message and click **Send**. ### Attach File Using Rampwin Chat, you can also send files to your customers. Click the attachment button icon

, click **Select a file from your device**, if you want to upload a new file.

If you've already uploaded the file, click on the **File Manager** tab, then select the file and click **Upload**. Once the file is added to the chat, click the send button

### Emoji Use

Through Rampwin Chat, you can also use Emoticons in your messages. Simply click the emoji button icon

, then select your emoji and send it. ### Send Message With Enter Key For ease of use, you can set Rampwin Chat to send messages by tapping the Enter key in the keyword.

To do that, tick the **Press enter to send** checkbox. Likewise, you can limit the chat to not send messages when you press the enter key by unchecking the same checkbox. # Contact Info The Contact Info section of the Chat module lets you save contact's basic details; create a ticket and edit the contact.

To access the Contact Info, click on the Contact's name. ### Save Basic Details The Basic Details tab of the Contact Info, allows you to set contact's Full Name, Tags, and Remarks.

After adding the details, click the **Save** button to apply changes. ### Create Ticket If you want to create a Ticket using chat, click on the **Ticket** tab in the Contact Info.

You'd see previously created tickets, if any. To create a new one, click **Create New Ticket**.

A popup will come to create the ticket. Enter the details as needed and once done, click **Create**. ### Edit Contact

To edit a contact using chat, click the Edit button icon

in the contact info.

The Edit Contact popup will appear. Here, you can edit the contact details such as Phone Number, Tags, Full Name, Email, Time zone, Custom Fields and more. Once edit the contact, click **Save**. # Chat More Options More options of the chat module lets you perform advanced actions to the chat. For instance, you can change Conversation Status; Message Read Status; assign Bot and more.

You can access more options in the top right corner of the module. ### Conversation Status {% hint style="warning" %} Only for Facebook and WhatsApp Official API Channels. {% endhint %} Through Conversation Status, you can set the chat to Open, Resolved, Closed, and Waiting For Customer or Agent Response.

To access the options, click on the Conversation Status Icon button.

Then, in the Conversation Status Popup, first, select Status, then add a comment, and click **Save** to apply changes. ### Enable/Disable Bot {% hint style="warning" %} Only for WhatsApp Official API Channels {% endhint %}

Click on the

Bot Icon button to enable the bot.

Then click the **Confirm** button. {% hint style="info" %} Similarly, you can disable the bot by clicking the

Bot Icon button again. {% endhint %} ### Read Status Go to the

Menu option, then select either, * **Mark as Unread**. * Or **Mark as Read**.

### Assign to Agent To assign the chat to yourself, click the![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FmdFmWLY4ZJ2b4UiCxunX%2FMenu%20Icon%20in%20the%20Chat.png?alt=media\&token=b4c2cdf5-342f-4004-b333-e30c0d47ca1c)Menu option, then select **Assign to Me**.

And you'd see your name next to the status. If you want to assign it to a team member, click on the name and then select a team member.

Or, click on the Menu option, and select **Assign Contact**.

Then, select a Team Member and click **Assign**. ### Pin Contact To make the contact a Starred Contact, go to the![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FmdFmWLY4ZJ2b4UiCxunX%2FMenu%20Icon%20in%20the%20Chat.png?alt=media\&token=b4c2cdf5-342f-4004-b333-e30c0d47ca1c)Menu option, and click **Pin Contact**.

Likewise, you can unpin the contact. ### Add to Drip Campaign Click the

Menu Option button in the top right corner.

Then select **Add to Drip Campaign** from the available options.

A modal will appear, in that select the campaign to which you want to assign that particular contact.

Once selected, click **Add**. ### Sync Messages {% hint style="warning" %} Only for Maytapi Unofficial WhatsApp API. {% endhint %} To synchronise messages of your WhatsApp to Maytapi Unofficial WhatsApp API, go to the ![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FmdFmWLY4ZJ2b4UiCxunX%2FMenu%20Icon%20in%20the%20Chat.png?alt=media\&token=b4c2cdf5-342f-4004-b333-e30c0d47ca1c)Menu option, and click **Sync Messages**.

Then, click **Yes** to confirm. ### Create Follow Up

Using Chat, you can create follow-ups for the particular contact. To do that, go to the![](broken://files/COqRc3XzdD2bpCfZUJB7)Menu option, then click **Create Follow Up**.

A New Event modal will open, here, set event Title, Occurrence (All Day or not), Start and End Date and Time, Description, and Team Member.

Once defined all the values, click **Add**. You can view the created follow-up in the [Follow Up](broken://pages/AcdHHRDe9O19CnOak63p) module. ### Reply to/Forward a Message {% hint style="warning" %} Only for Maytapi WhatsApp Unofficial API {% endhint %} You can also forward and reply to a message while conversing with your contact in Rampwin Chat.

Go to the message and click on the **˅** Option Icon button.

Then, either select: **Reply** or **Foward**.

When you select Forward, select the contacts, then hit the ![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FHVWdk5Ki6PZL6fH1iV4t%2FSend%20Button.png?alt=media\&token=97b379a9-4dfe-4c5f-ab28-5ea724b5f02c)Send Icon button # Channels Overview Rampwin lets you manage your chat commerce through Channels. ### Introduction The Channels available at Rampwin are a bridge that lets you connect different chat platforms to the Rampwin Chat. Using it, you can easily manage messages that you send and receive across multiple platforms.

* [**WhatsApp**](broken://pages/wcaCZyoCA8iFQ0MxsVMs) * [Cloud API](/english/cloud-api) * [**Facebook**](/english/facebook-integration) * [**Instagram**](/english/instagram-integration) ### Channels Summary By looking at the following table, you can understand more about the Channels supported at Rampwin.

Channels		Difficulty	Time Needed	Requirements
Facebook		Easy	5 mins	Facebook Account, and a Facebook Page.
WhatsApp Using 360dialog	+	Moderate	1 to 2 working days	A valid phone number not previously used with WhatsApp.
WhatsApp Using Emma	+	Moderate	1 to 2 working days	A valid phone number not previously used with WhatsApp.
WhatsApp Using Maytapi	+	Easy	5 mins	A valid phone number used with WhatsApp.
WhatsApp Using Cloud API	+	Advanced	15 - 30 mins	Facebook Account, Meta Developer Account, a Facebook Page, live website and a valid phone number not previously used with WhatsApp.
Instagram		Easy	5 mins	Instagram Account and a Facebook Page.
Telegram		Easy	5 mins	Account on Telegram

# Contacts Manage your contacts effectively Or, if you want to add another filter in the same group, click the Plus button![](broken://files/FyMdBbety4yMN9WG1z0a)inside the filter group.The filter options available are,Otherwise, first, select the country code, then add tags (if required), and add the contacts' file from your local system. Using the Contact module of Rampwin, you can add, edit, remove, shortlist, blacklist, and perform more actions to your contacts to manage them effectively and per requirements. The module provides you with a lot of options that make it easier to use contacts for different reasons.

To access the Contacts from your Dashboard, go to the left sidebar → **Contacts** → **Contacts**. ### Add New Contact To add a new contact, click **New Contact**.

Then, in the New Contact pop-up, enter the details as needed. And once done, click **Add** to save the contact. ### Import Contacts To add contacts by uploading a file, click **Import Contact.**

Otherwise, first, select the country code, then add tags (if required), and add the contacts' file from your local system.

As you do that, you'll see your contact numbers and other details in the modal. Once you're satisfied, click **Next**.

On the next screen, ensure that all the information is assigned to the right column. If everything is correct, click **Next**.

It'll take a few moments to upload the contacts, and once the process is completed, you can click **Finish**. #### Upload Blacklisted Contacts Click **Import Blacklist**.

Then, tick the **Phone Number have country code** checkbox; if the file already has a country code for the contacts.

Otherwise, first, select the country code and then select the contacts' file from your local system.

Click **Next**.

On the next screen, ensure that all the information is assigned to the right column. If everything is correct, click Next.

Then, click Finish to complete the import.

### Basic Filters The Basic Filter options let you quickly sort contacts.

By default, you see All Contacts; however, using the available options, you can filter contacts and, * View contacts that are Pinned, using the **Starred contacts** option**.** * View Contacts that are Blocked, using the **Blacklisted** option. * **Not WhatsApp** - View contacts that aren't in WhatsApp Channels. * **Created Today** - View Contact(s) that's created on the current date. * **Tags** - Filter contacts based on Tags. * **Channels** - Filter contacts based on Channels. ### Advanced Filters

Click the **Filter** button to access the filter options.

After selecting the column, select the Operator that will verify the Value in the column. There are 9 operator types from which you can select one.

* IS - The Column and Value should exactly match to apply the filter. * STARTSWITH - The value in the Column should start with the value in the Value field to run the filter. * CONTAINS - If the value in the Column includes the value in the Value field, the filter will run. * IS NOT - To apply the filter, the Column field should not match with the Value field. * DOES NOT CONTAIN - To apply the filter, the Column field doesn't include the instances of the Value field. * IN - The Contact(s) **In** the particular Tag(s). * NOT IN - The Contact(s) **Not In** a particular Tag(s) * MATCHES - The Channel Name Should Match the Value. * BETWEEN - The Contact(s) Created or Updated **Between** the Date Range. Once selected the operator, enter the value or select the option available in the Value field. The value field based on Column provides you with different options that are, * Tag list for the Tag column. * User / Group for the Contact Type column. * Channel names for the Channel Name column. * Date Range (Today, Yesterday, This Week, This Month, and Custom) for Created At and Updated At column.

After adding the values in the fields, click **Submit**. And this will show the filtered contacts.

If you want to add more filter groups, you can click the Plus button icon

next to the delete button.

Or, if you want to add another filter in the same group, click the Plus button![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2F1WNM2opBmG6WLkD1GbcH%2FPlus%20button%20for%20Filters.png?alt=media\&token=fc82bbfa-b811-4196-941e-a41568050bee)inside the filter group.

To delete a Filter Group, you can click the Delete button

associated with that group.

And to delete a filter, you can simply click the Cross button

associated with the particular filter rule.

And to reset all the filters, simply click **Reset**. ### Download Contacts

To download contacts, click the **Download** button. ### Hide/Show Columns

Click the Menu button

then check/uncheck which column you want to view and which doesn't. ### Edit a Contact

Click the Edit Button Icon

Make changes to the details, and once done, click **Save**. ### Bulk Update First, select the contacts to which you want to make changes.

Then click the More Options button![](broken://files/mmxbD1DkkHFRMWE9rJyC)next to Bulk Select, and then select **Bulk Update**.

A popup will come with the options to * Add Tags * Remove Tags * Remarks Select one from the above and make changes as required. ### Add to Drip Campaign

Select the contacts you want to add to the Drip Campaign. Once selected, click the![](broken://files/mmxbD1DkkHFRMWE9rJyC)Menu button next to bulk select, and then click **Add to Drip Campaign**.

Select the campaign to which you want to add the contacts, and then click **Save**.

That's it; you've added the contacts to a Drip Campaign. ### Remove a Contact Click the Trash Button icon

associated with contact to delete it.

Then, click the **Confirm** button to finalise deleting. ### Bulk Remove First, select the contacts you want to delete. Then click on the More options button![](broken://files/mmxbD1DkkHFRMWE9rJyC)and then click **Remove**.

In the Bulk Delete popup, click the **Confirm** button. ### Block/Unlock a Contact(s)

To Block or Unblock a contact(s), first, select the contacts, then click the![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FIuURvhSfhvZU8ZTlpMYP%2FHorizontal%20Menu%20Options.png?alt=media\&token=dbc06bb8-de51-43aa-82ce-b6da06df3d6f)More Options button.

From the available options, either select * **Block** * Or **Unblock**.

Then click the **Confirm** button to finish the action. ### Add to List

To add contacts to a contacts group, first, select the contacts. Then, click the![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FIuURvhSfhvZU8ZTlpMYP%2FHorizontal%20Menu%20Options.png?alt=media\&token=dbc06bb8-de51-43aa-82ce-b6da06df3d6f)More Options button, and then click **Add to List**.

From the available lists, select the ones to which you want to add the contacts, and then click the submit button. ### Chat From Contacts

To access Chat directly from the Contacts module, click the

Chat Icon Button. It will open the chat with the associate contact. # Contact List Create groups of contacts.

To create a group(s) of contacts/contact list, first, go to the **Contacts** → then select **Contact List**.

From there, click **Create List**.

Enter List and click **Save**. Then through the [Contacts](broken://pages/Wlgg4DBG7Z4Shw5uchO7#add-to-list) module, add contacts to the list.

Use additional options such as, *

: to edit the list. *

: to export contacts added using the Contacts module. *

: delete the list. # Custom Fields ### Overview Custom Fields are used to save or obtain additional information about your customers using different Field Types. You can access that information using the Contacts module or while interacting with them using Chat. To open the Custom Fields option window, go to Contacts → Custom Fields from your Dashboard.

Or you can select Settings, then choose the Custom Fields tab.

In both cases, you'll be able to access the Custom Fields options. ### Create a Custom Field To create a Custom Field, you need to click the Create Custom Field button.

This will bring the Create Custom Field modal, where you get the following options:

* **Is Required** - When creating the contact, adding value(s) to this field is necessary. Now, to create the custom field, first, input the Field Name, then select a Field Type.

After selecting the field type, define Priority and check the tick box next to Search Allowed, Show On Contacts Grid, and Is Required if you want to apply those conditions on the field.

Once utilised all the options, click **Save** to create the Custom Field. ### Edit a Custom Field You'll find created custom fields in the Custom Fields window, Contacts → Custom Fields, like the following.

To edit a custom field, click on the Pen/Edit Icon.

Simply make the changes, and once edited, click **Update**. ### Delete a Custom Field

Locate your custom field by going to the Contacts → Custom Fields.

Once added or edited the information, you can click **Save**. #### Access Custom Fields Using Chat Another method to access custom fields is when you're chatting with the contact.

Click on the contact's name, then click the Edit icon. This will open the Edit Contact modal. Scroll down to find the custom fields to add the information or edit it # Follow Ups Find out more about user's decision for something based on the previous conversation. Using the Follow Ups module, you can remind yourself or one of your teammates about the last conversation you had with the client/customer/user, and based on that, go for a follow-up.

From your Dashboard, go to the left sidebar, and select **Follow Ups**.

As you access the Follow Ups, you'd see a calendar where all the follows will be listed. From the calendar view, you get the option to change months, calendar view; and create a follow up.

To change months, click the slider arrows next to the month's name.

To change the calendar view, use the options in the top right corner. *

= Back to the current date. *

= Month view. *

= Week view. *

= Day view.

To create a new follow up, click the

Plus Icon button.

This will open the New Follow Up modal, where add the details as required, and once done, click **Add**.

You'll find the created follow up in the calendar like the above. {% hint style="info" %} You can also create a follow up using the [Chat module](broken://pages/Not8dBMgBrtlXHBKv9u9#create-follow-up). {% endhint %} ### Edit or Delete a Follow Up If you want to make changes to a follow up, simply click it in the calendar, then apply changes and click **Save**.

The delete option is also found next to the Save button. To remove a follow up, tap the Trash Icon button and then **Confirm.**

# Campaigns Broadcast manual or scheduled messages using the Campaigns module. The **Campaigns** module at Rampwin allows you to send manual or scheduled messages or messages to single or multiple contacts. For this, you can use a simple message or a [pre-approved message template](broken://pages/YEy5TCNc3NUmJ5RKSMiJ) based on the selected [Channel](broken://pages/2FV0sVYuPX6aU60pWzTk). To access the Campaigns, head over to the left sidebar and select **Campaigns**.

Currently, there are 2 types of Campaigns available: * **Campaigns** - Send a one-time message to single or multiple contacts. * **Drip Campaigns** - Send multiple messages one after another on a timely basis to a single or multiple customers. Explore the following pages to learn more about these campaign types. For WhatsApp Channels like [360dialog](broken://pages/ICaj3MaCaZVFxuyjO8dZ), [Emma](broken://pages/5Zybshi4Ij6lvAkMfxou), and [Cloud API](broken://pages/2gcD3539AyaRgi9CliBI), you can send a simple message or List/Button/Options/Product Messages only when it's within the 24-Hour Window of the last message received from the users or customers. {% hint style="warning" %} WhatsApp Business Platform has a Customer Service Window (24-hour) in which businesses can send both simple messages and [pre-approved templates](broken://pages/YEy5TCNc3NUmJ5RKSMiJ). Outside the customer service window, the business would require a message template. {% endhint %} The WhatsApp Business Platform works around two different categories of conversation: 1. **User-initiated** - When the user or customer sends the message to the business. The business can respond to the message with a simple message or message template within 24 hours. Once the window has expired, the business can only respond with a message template which will be counted as a **Business-initiated** conversation. 2. **Business-initiated** - When the business reaches out to the customer outside the 24-hour customer service window, its falls under the Business-initiated conversation. For a business-initiated conversation, a message template is required.

WhatsApp Business Platforms Conversation Types

{% hint style="warning" %} To send a campaign message under the Business-initiated conversation type, your business platform must obtain user consent (opt-in) to receive notifications, order updates, event updates, etc. The opt-in could be a simple message or subscription from your website showing the user's consent to receive business-initiated messages from your platform. {% endhint %} # Basic Campaigns Broadcast a single message to multiple or individual contact. ### Overview In the Campaigns module, select the **Campaigns** option to access the Basic Campaigns dashboard.

Using Basic Campaigns, you can send a one-time message to single or multiple contacts. Also, the message type could be either a simple message or a [pre-approved message template](broken://pages/YEy5TCNc3NUmJ5RKSMiJ) based on the selected channels. {% hint style="warning" %} WhatsApp Business Platform has a Customer Service Window (24-hour) in which businesses can send both simple messages and [pre-approved templates](broken://pages/YEy5TCNc3NUmJ5RKSMiJ). Outside the customer service window, the business would require a message template. {% endhint %} ### Create a Basic Campaign To create a basic campaign, click the **Create Campaign** button in the campaigns window.

This will open a window where you'll find a timeline to create a campaign. The steps of the timeline are, * Select Sender * Select Contacts * Select Template * And Set Schedule

Now to select the contacts, there are 2 ways. 1. By filtering the existing contacts. 2. By uploading the contacts. #### Filtering Existing Contacts for the Campaign

Click the **Filter** button to access the filter options.

After selecting the column, select the Operator that will verify the Value in the column. There are 9 operator types from which you can select one.

* IS - The Column and Value should exactly match to apply the filter. * STARTSWITH - The value in the Column should start with the value in the Value field to run the filter. * CONTAINS - If the value in the Column includes the value in the Value field, the filter will run. * IS NOT - To apply the filter, the Column field should not match with the Value field. * DOES NOT CONTAIN - To apply the filter, the Column field doesn't include the instances of the Value field. * IN - The Tags be IN the Value field * NOT IN - The Tags be NOT IN the Value field. * MATCHES - The Channel Name should MATCH the Value. * BETWEEN - The message should be Created or Updated BETWEEN the Date Range set in the Value. Once selected the operator, enter the value or select the option available in the Value field. The value field based on Column provides you with different options that are, * Tag list for the Tag column. * User / Group for the Contact Type column. * Channel names for the Channel Name column. * Date Range (Today, Yesterday, This Week, This Month and Custom) for Created At and Updated At column. After adding the values in the fields, click **Submit**.

As soon as you click the submit button, you'll find the contacts as the following,

If you want to add more filter groups, you can click the **Add Filter Group.**

To delete a Filter Group, you can click the **Delete Filter Group** button associated with that group.

And to delete a filter, you can simply click the Trash button

associated with the particular filter rule. Once you're satisfied with your filtered contacts, you can click the **Next** button.

#### Uploading Contacts for the Campaign If there are no contacts, or you want to use different contacts other than the existing ones, you can upload contacts for the campaign. And to do that, click **Upload Contacts**.

Otherwise, first, select the country code, then add tags (if required), and add the contacts' file from your local system.

As you do that, you'll see your contact numbers and other details in the modal. Once you're satisfied, click **Next**.

On the next screen, ensure that all the information is assigned to the right column. If everything is correct, click **Next**.

It'll take a few moments to upload the contacts, and once the process is completed, you can click **Finish**.

And if you've selected the Channel as Maytapi, Facebook, or Instagram, you can send a message template or create a new one.

As per requirement, select the template or an existing message or create a new one. Once you're done, click **Next**. ### Set Schedule On the **Set Schedule** window, you get to see all the information about your campaign. Plus, the option to send it right away or based on a schedule.

You can review the Campaign Name, Contacts, and Template as well as preview the content in the template. To send the Campaign the moment you've created it, you can click the **Send Now** button.

This will run your campaign immediately. Or, if you want to schedule it, you can enter the date and time in the ***Set Schedule*** field.

First, select the date, then define the time and once both are defined, click **Ok**.

To run the campaign at different hours of the day, you can click the checkbox *Do you want to run this campaign in specific duration of day?*

Then input your Start and End Times for the broadcast. Once done will all the options of the schedule, whether sending it now, scheduling or broadcasting at specific hours, click **Finish**.

If there is any match, you'd see the campaign in the list. ### Campaign Details To check how your campaign performed, click the **See Details** button.

This will open the Campaign Details window where you can view General and Message details.

In the General Details window, you can view the Total number of Messages Sent, Received, and Exchanged. You can also view the campaign Conversation Rate, Read, and Sent Status. Plus, check the details of when the Campaign was created, which Channel and Template were used, and who created it.

The Messages Details window allows seeing contact details as well as their status of reading the campaign. You can converse with the user directly from the campaigns by clicking the

Chat button. Furthermore, view the complete detail of the message for each contact by clicking the

View button.

To delete a Campaign, simply click the

Trash icon under the Action column of the campaign.

Then click the **Confirm** button to finalise the delete. # Drip Campaigns Broadcast multiple messages on a timely manner to a single or multiple contacts. ### Overview To access Drip Campaigns, go to **Campaigns** → **Drip Campaigns**.

The Drip Campaigns work around a Step-by-Step message broadcast system. Each step includes single or multiple messages of the same or different channels. To get the messages broadcasted of each step, the first step needs to be completed. And after that, the following steps will be executed based on the condition.

Using Drip Campaigns, you can send multiple messages to single or multiple contacts. The message type could be a simple message, List/Button/Options/Product Messages, or a [pre-approved message template](broken://pages/YEy5TCNc3NUmJ5RKSMiJ) based on the selected channels. {% hint style="warning" %} WhatsApp Business Platform has a Customer Service Window (24-hour) in which businesses can send simple messages, List/Button/Options/Product Messages, and [pre-approved templates](broken://pages/YEy5TCNc3NUmJ5RKSMiJ). Outside the customer service window, the business would require a message template. {% endhint %} ### Create a Drip Campaign

In the Drip Campaigns window, click the **Create Drip Campaign** button. This will open the Drip Campaign Builder, where you get the option to define the Campaign Name and add the Step.

Simply define the Campaign Name. ### Add a Step

After assigning the campaign name, click **Add a step** button to create a step for the Drip Campaign.

As you do that, an Add Step modal will popup with the options to * Remove the step from the campaign after replied. * Add value for the unit. (Run After) * And select the unit. (Select Unit)

At Rampwin, you get 4 units to run a step in a Drip Campaign. The units are, * **Immediately** - Execute the step as soon as the contact(s) is assigned. * **Minutes** - Execute the step after mentioned minutes defined in the Run After Field. * **Hours** - Execute the step after mentioned hours defined in the Run After Field. * **Days** - Execute the step after mentioned days defined in the Run After Field.

To add the step, 1. Check *Remove From Campaign After Replied*, if you don't want the step once it's executed. 2. Then, set value in the Run After field. 3. Afterward, select the unit in the Select Unit field to validate the Run After field's value. 4. And once done with the above, click **Add**.

And you'll find the step like the above. ### Add Message

After adding a step, you need to add a message(s) to it. And for that, click the **Add Message** button in the step.

As you do that, the Add Message modal will popup. In that, you can select your Channel and based on that, input your message.

For the WhatsApp Channel such as [Maytapi](broken://pages/3EoloiABHbTMXPvdlEfP), you can only send a simple message. Therefore, use the fields available to input the text, upload a file if required, and once done, click **Save**.

If you select the channel created with 360dialog, Emma and Cloud API, you get the option to **Select Message Type**.

The available, message types are * Text Message (simple message the same as you can send in the Maytapi for the campaign.) * Buttons/Options/Products Message * Template Message {% hint style="warning" %} You can only use Text Message and Buttons/Options/Products Message in the Drip Campaign when it's within the 24-hour customer service window. Otherwise, choose Template Message. {% endhint %} Simply select a message type and continue with it. #### Buttons/Options/Products Message for Drip Campaign's Step When you select the Buttons/Options/Products Message message type, you get the following options and fields.

You can start creating a new Buttons/Options/Product Message. {% hint style="info" %} Refer to selected Channel's Channel Configuration Docs to learn more about creating a Buttons/Options/Products Message. * [360dialog](broken://pages/ICaj3MaCaZVFxuyjO8dZ#channel-configuration). * [Emma](broken://pages/5Zybshi4Ij6lvAkMfxou#channel-configuration). * [Cloud API](broken://pages/2gcD3539AyaRgi9CliBI#channel-configuration). {% endhint %} Or you can select an already created Buttons/Options/Product Message you created before while configuring the channel.

Once you select the Buttons/Options/Products Message, you can see all the content and details of it.

Once satisfied with the message content, click **Save**. #### Template Message for Drip Campaign's Step

When you select the Template Message as the Message Type, you get the option to select a template you've created before. {% hint style="info" %} Refer to [WhatsApp Message Templates](broken://pages/YEy5TCNc3NUmJ5RKSMiJ) Docs to learn more about creating a Template Message. {% endhint %}

Select the template, then review its content and if everything's correct, click **Save**. Your added message will appear in the step as the following.

Likewise, you can add another message to the step. And for another step, simply click the **Add a step** button and follow the same procedure mentioned above.

After adding all the steps and their messages, click the **Save** button to create the Drip Campaign.

Once it's created, you'll find it in the Drip Campaigns list just like the above screenshot. ### Use a Drip Campaign You've created a Drip Campaign; however, to run it, you need to assign contacts to it. And to do that, there are 2 ways. * [Using the Chat](#assigning-contacts-to-a-drip-campaign-using-chat). (For single contact assign) * Or [Through Contacts](#assigning-contacts-to-a-drip-campaign-using-contacts). (For bulk contacts assign) Let's look at both ways one by one. #### Assigning Contacts to a Drip Campaign (Using Chat) On your [Chat](broken://pages/yrp96aIUQEMCXnSNFzRi) screen, make sure you're on the right channel that you've used to create the campaign. If not, then click the

Menu button next to the channel name and select the appropriate channel.

After selecting the channel, locate and select the chat of the contact you want to assign to the Drip Campaign. You can use the chat search option to speed the process.

Once opened the conversation, click the

Options button in the top right corner.

Then select **Add to Drip Campaign** from the available options.

A modal will appear, in that select the campaign to which you want to assign that particular contact.

Once selected, click **Add**. That's it; you've added a contact to the Drip Campaign. If the campaign's step is set to immediately, then it will be executed the moment you add the contact. #### Assigning Contacts to a Drip Campaign (Using Contacts) In addition to the Chat, you can use [Contacts](broken://pages/Wlgg4DBG7Z4Shw5uchO7) to add single or multiple contacts to a Drip Campaign.

To do that, first, go to **Contacts** → and select **Contacts**.

Then, select the contacts you want to add to the Drip Campaign. Once selected, click the

Menu button next to bulk select, and then click **Add to Drip Campaign**.

Select the campaign to which you want to add the contacts and then click **Save**.

That's it, you've added the contacts to a Drip Campaign. If the campaign's step is set to immediately, then it will be executed the moment you add the contact. ### Campaign Details To check how your campaign performed, click the **See Details** button.

This will open the Campaign Details window where you can view General, Message, and Contact details.

In the General Details window, you can view the Total number of Messages Sent, Received, and Exchanged. You can also view the campaign Conversation Rate, Read, and Sent Status of each step's messages. Plus, check the details of when the Campaign was created, and who created it. #### Messages Detail

The Messages Details window allows seeing contact details as well as their status of reading the campaign. You can converse with the user directly from the campaigns by clicking the

Chat button. Furthermore, view the complete detail of the message for each contact by clicking the

View button.

In addition to these, apply filters and download the details by clicking the **Filter** and **Download** buttons, respectively. When you click the Filter button, you get the following options to filter our messages details,

* **Columns** * **Operator** * **Value** First, you need to select the column on the basis you want to filter the contacts. There are 10 options from which you can select the column.

After selecting the column, select the Operator that will verify the Value in the column. There are 6 operator types from which you can select one.

* IS - The Column and Value should exactly match to apply the filter. * STARTSWITH - The value in the Column should start with the value in the Value field to run the filter. * CONTAINS - If the value in the Column includes the value in the Value field, the filter will run. * IN - The Read and Send Status should be IN the Value. * MATCHES - The Channel Name should Match the Value. * BETWEEN - The message should be Created Between the Date Range set in the Value. Once selected the operator, enter the value or select the option available in the Value field. The value field, based on the selected Column, provides you with different options that are, * I/O for the Direction column, indicating Incoming and Outgoing messages. * FAILED, SENT, NOT\_ON\_WHATSAPP, PENDING options for the Send Status column. * TRIGGERED, DELIVERED, and VIEWED options for the Read Status column. * Channel names for the Channel Name column. * Date Range (Today, Yesterday, This Week, This Month and Custom) for Created At column. After adding the values in the fields, click **Submit**.

If you want to add another filter, click the Plus button ![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2F1WNM2opBmG6WLkD1GbcH%2FPlus%20button%20for%20Filters.png?alt=media\&token=fc82bbfa-b811-4196-941e-a41568050bee)

To remove a filter, you can simply click the ✖ Remove button associated with the filter. And to delete all the filter rules, you can simply click the

Trash button. #### Contacts Detail The Contacts detail window lets you view contacts added to the campaign. Plus, you can apply Filter, Download Contacts, or even remove a Contact(s) from the campaign.

To remove a single contact, simply click the

Trash button.

Or, to remove multiple contacts, first, select them, then click the ![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FIuURvhSfhvZU8ZTlpMYP%2FHorizontal%20Menu%20Options.png?alt=media\&token=dbc06bb8-de51-43aa-82ce-b6da06df3d6f)Options button next to Bulk select and click *Remove From Drip Campaign***.** Then click the **Confirm** button to finalise removal.

The Filters can be applied in the same way as Message Details; however, here, you only get 3 columns,

* Phone. * Email. * And Name. And based on these columns, you get 3 Operators,

* IS * STARTSWITH * CONTAINS

First, select the Column, then Operator, provide the Value and click **Submit**. ### Edit a Drip Campaign To edit a Drip Campaign, click the

Edit button under the Actions tab of the campaign.

### Edit/Delete a Step/Message First, [Edit the Campaign](#edit-a-drip-campaign).

Then, to edit or remove a step, click the

Options button. Then from the available options, either select

* Remove Step * Or Edit Step Based on your selection, continue with the process

To edit or remove a message, click the

Options button associated with the message. Then from the available options, either select

* Remove Message * Or Edit Message Based on your selection, continue with the process. Once done with the edits, click **Update**. ### Delete a Drip Campaign

Click the

Trash button under Actions tab.

Then click the **Confirm** button to finalise the delete. ### Duplicate a Campaign

If you'd like to duplicate a campaign, click

Duplicate button.

And as you do that, you'll be directed to the campaign builder with duplicate Steps and their messages. Now, follow the steps to add more steps, messages; edit or delete them. Then Save the campaign and assign contacts to finally run the Drip Campaign. # Integrations Integrate 3rd Party APIs and Platforms Using the Integration module of Rampwin, you can integrate 3rd party APIs, Software and Platforms to smoothen the Rampwin platform's functionality.

Head over to the left sidebar and select **Integration**. There, you'll find the options to integrate, * Shopify * Rest API * Google Dialogflow * and Facebook Leads. Explore the following doc page to learn more about the above integrations. {% content-ref url="/pages/7ZS9zFL8CRiYqN9lTEor" %} [Rest API](/english/rest-api) {% endcontent-ref %} {% content-ref url="/pages/KZTOM7ilBrbfLI9CKJuP" %} [Facebook Leads](/english/facebook-leads) {% endcontent-ref %} # Rest API Integrate 3rd party platforms through REST API

To integrate 3rd party platforms in Rampwin, head over to the Integrations in the sidebar and then select **Rest API**.

The *RestAPI Integration* modal will open, in that, according to your requirements and the platform's compatibility, add the REST API details. For instance, * Type for URL as POST, GET, PUT and DELETE. * Input Header Key(s) and Value(s). * Select Data Type as URL Encoded, JSON or FORM. * Then, add the JSON Data using the parameter fields and once done, click **Save**. # Facebook Leads Capture Facebook Page Leads on Rampwin. ### What is Facebook Leads? Facebook developed lead advertisements to help marketers produce leads more efficiently by avoiding the difficulties sometimes involved with filling out forms.

Facebook lead advertising allows customers to access your offers without leaving the Facebook app. And obtain the information they need with a few easy taps rather than sending them to a landing page consisting of a form they need to fill out.

Lead advertising offers consumers a quick and simple option to request information from companies they are interested in, which benefits advertisers by increasing click-through rates and generating more high-quality leads at a lower cost. #### Reasons Why to Use Facebook Leads? Facebook lead advertising can achieve various marketing goals, but they work best for one of the marketing maxims: Recognize your audience. Here are some reasons why Facebook leads play an essential role in the market. * Find possible clients for your company. * Gather subscriber data for your business newsletter and promote the downloading of white papers or brochures * Recognize the preferences and actions of prospective customers. * Encourage people to sign up for your programmes. ### Integrating Facebook Leads Using the Integrations module, you can integrate Facebook Leads and, based on them, run Automation Workflow.

To create a Facebook Leads integration, head to Integrations and select **Facebook Leads**.

It will open the Connect FB Lead modal, in which you need to enter the title and then click on CONNECT FACEBOOK PAGE. This will take you to Facebook, where you need to * Log in using your Facebook account. * Then, select the page you want to connect to. * And in the last, Allow Permissions. Once done, you'll find the page connected like the following,

Click Save. To enable/disable the Leads integration, click the toggle. To edit it, click the Edit Icon button. And to delete it, simply click the Trash Icon button.

For viewing the leads, click on the Metrics Icon button. {% hint style="info" %} Using Facebook Leads, you can create Automation Workflow Trigger. Learn more about Facebook Leads Workflow in the Automation Workflows docs. {% endhint %} {% content-ref url="/pages/B9EIYWk727bwTJzGltQQ" %} [Trigger](/english/trigger) {% endcontent-ref %} # File Manager Upload files and manage them efficiently.

Go to the left sidebar and select **File Manager**.

Then, click on the Plus Icon button to upload a file.

In the Upload File modal, click **Choose File** to browse the file on your system and select it. Then, if you want to make the file accessible to the public, click **Publish**. Once done, click **Upload**.

The uploaded file will appear like the above. Use *Search Files* to locate a file quickly. To delete a file, click on the Delete Icon button. And to download it, click on the Download Icon button. # Message History View all messages exchanged from a single place. The Message History module lets you view all messages exchanged with complete details, whether customer name, number, direction, sent status, read status, and more.

Go to the left sidebar, and click **Message History**. It will open the following window with all the messages exchanged.

Click on the![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FKK6pZfyu0raziI98xUTE%2FChat%20Button%20Campaign.png?alt=media\&token=0e6e95e2-ecad-481d-a80c-4330c28ceb7e)Chat Icon button to open chat and view other messages or send a message to the user directly from Message History. Click on the![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FKXZGsf5VKTgvcfVP3k2N%2FMessage%20Details%20View%20Button.png?alt=media\&token=68168e52-eba4-400b-a0ff-663889a46cfe)View Icon button to see more details about a message.

To locate a particular message quickly, you can use the Filter option.

* **Columns** * **Operator** * **Value** First, you need to select the column on the basis you want to filter the history. There are 11 options from which you can select the column.

After selecting the column, select the Operator that will verify the Value in the column. There are 6 operator types from which you can select one.

* IS - The Column and Value should exactly match to apply the filter. * STARTSWITH - The value in the Column should start with the value in the Value field to run the filter. * CONTAINS - If the value in the Column includes the value in the Value field, the filter will run. * IN - The Campaign Name, Read and Send Status should be in the Value. * MATCHES - The Channel Name should match the Value. * BETWEEN - The message should be Created Between the Date Range set in the Value. Once selected the operator, enter the value or select the option available in the Value field. The value field, based on the selected Column, provides you with different options that are, * I/O for the Direction column, indicating Incoming and Outgoing messages. * FAILED, SENT, NOT\_ON\_WHATSAPP, PENDING options for the Send Status column. * TRIGGERED, DELIVERED, VIEWED options for the Read Status column. * Channel names for the Channel Name column. * Date Range (Today, Yesterday, This Week, This Month, and Custom) for Created At column. After adding the values in the fields, click **Submit**.

If you want to add another filter, click the Plus button![](https://files.gitbook.com/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2F1WNM2opBmG6WLkD1GbcH%2FPlus%20button%20for%20Filters.png?alt=media\&token=fc82bbfa-b811-4196-941e-a41568050bee)

To remove a filter, you can simply click the ✖ Remove button associated with the filter. And to delete all the filter rules, you can simply click the

Trash button.

To download the message history, click the **Download** button. # Marketplace App Rampwin's Marketplace App module is designed to help businesses showcase their products and services, manage their sales and customers, and grow their business online. The module allows vendors to create their own stores within the platform, complete with customizable storefronts and a range of features to enhance their online presence. In addition to offering a CRM system for managing customer interactions, sales history, and other relevant data, the module includes a range of tools for improving sales and customer engagement. This includes the ability to send reminders, showcase product listings, and integrate with popular tools like Zoho, Shopify, and WooCommerce. Overall, Rampwin's Marketplace App module provides businesses with a comprehensive solution for managing their online sales and customer relationships, allowing them to reach a wider audience and grow their business in a convenient and cost-effective way. --- [Next Page](/llms-full.txt/1)