Basic Setup #
Inviting your team members #
- Refer to this link for step-by-step instruction
- Only admin can invite agents
- Make sure that the email address is not associated to an existing user. Use a different email address if it belongs to an existing user.
- Peasy will send an invitation email to your agent. Make sure that they click on the confirmation link in their email, before signing in.
Setting up WhatsApp Cloud Inbox #
Pre-requisites #
- Make sure you have a valid phone number capable of receiving SMS. The phone number must not be associated to any existing WhatsApp account
- You must have a Facebook Business Account. Not Facebook Page, but Business Account. Refer to this link to create a new Facebook Business Account
- A valid credit/debit card, you’ll need to setup a payment method on Facebook.
Creating your WhatsApp Cloud Inbox #
- Refer to this link for step-by-step guide.
- The entire process will take only 15-20 minutes
Assigning agents to the inbox #
Peasy will not assign conversations to agents who are not added as collaborator within the inbox. Conversations will be equally divided between agents. Refer to this link to learn more about Peasy’s load balancing feature.
Sending and receiving your first WhatsApp message #
Creating template message #
You’ll need to have at least 1 approved template message to initiate a conversation. Template messages are WhatsApp approved messages, which prevent your account from being block and ban. Refer to this link for step-by-step guide to create your first template message. WhatsApp will usually approve your template message within an hour or two. Do note, that WhatsApp charges you a conversation fee whenever you initiate a new conversation with a template message.
Sending & Receiving Message #
- Add your contact into Peasy, so that you can send and receive WhatsApp messages through Peasy. Refer to this link if you like to mass import into Peasy using a spreadsheet file.
- Once your template message is approved, you can start to send and receive WhatsApp messages via Peasy. Refer to this link for a step-by-step guide to initiate a conversation.
Automatic goal-based setup #
- To simplify setup, Peasy have prepare prefabricated recipes for 2 common use case. You can select either of this recipe, and Peasy will automatically create the necessary chatbot, custom attributes and automation on your behalf.
- On your keyboard, press the “Alt” + “P” button if you’re using Windows/Linux or “Command” + “P” if you’re using Mac. You must execute this step from your desktop or laptop.
- Select “Appointment Scheduling” if you want Peasy to automatically respond incoming messages by; Ask qualification questions -> Encourage qualified leads to schedule an appointment with your sales team -> Help them select an available time and date -> automatically send reminder to prevent no show.
- Select “Lead Qualification” if you want Peasy to automatically respond incoming messages by; Ask qualification questions -> delegate qualified leads to different team based on territorial/rule assignment.
How to customize Appointment Scheduling setup #
Enabling Peasy to create events on your Google Calendar #
Ask each of your agents to connect their Google Calendar to Peasy.
Once connected to your Google Calendar, Peasy can automatically identify free time slot from your calendar, create event on your calendar for every appointment scheduled via WhatsApp – and if your prospect reject or confirm an event on their calendar, Peasy will send confirmation or reschedule message via WhatsApp. Follow the guide here for step-by-step instruction
How to customize your Appointment links #
Ask each of your agents to create a common appointment on their Peasy Account. Make sure that they use “meetingdemo” as the appointment’s unique link. That way, appointments will be booked on the assigned agent’s calendar.
Follow the guide here on how to create appointment.
How to customize appointment's messages #
Peasy’s automated setup will create these 4 template messages:
| Message | Purpose | How to change |
|---|---|---|
|
template_confirmation |
Send whenever a prospect book a new appointment with you |
Create a new template message and replace the content on appointment settings |
|
template_reminder |
Automatically send at a predefined time before the appointment, to prevent no-show |
Create a new template message and replace the content on appointment settings |
|
template_reschedule |
Automatically send to your contact when they reject or delete the appointment on their calendar. Use this message to encourage them to reschedule a new appointment |
Create a new template message and replace the content on meeting chatbot |
|
template_accept |
Automatically send to your contact when they confirm their attendance in their calendar. Use this message to send preparation notes. |
Create a new template message and replace the content on meeting chatbot |
How to change the chatbot's messages and questions #
The pre-fabricated scheduling chatbot comes with 3 qualification questions. The chatbot will only share your sales agent’s appointment link when the contact answers all 3 questions completely. The intention is to prevent unqualified lead from occupying your sales team’s time.
You can further customize the chatbot by changing:
- chatbot messages
- qualification questions
Read this guide here to learn more.
How to Test #
Now that you’ve created your own scheduling chatbot, follow the instruction in this video to test the chatbot using WhatsApp
Lead Qualification Setup #
How to change the automatic agent assignment rules #
- Custom Attributes. Our prefabricated recipes uses the custom attribute “purpose” to determine if the lead should be assigned to the investor or retail sales team. If you like to change this attribute, edit the attribute using the instruction here AND then change the chatbot’s logic accordingly.
- Teams. Our prefabricated recipes has 2 teams in the example. If you want to add additional team, you will have to set a separate value to identify each team (for example; if purpose=firsttimebuyer, then assign to First-Time Sales Team) and then create and populate the new team. Follow the instruction here on how to create a new team.
- Automation. If you have changed either the custom attributes or have added additional team, you’ll need to replace/add existing automations. Our prefabricated recipes comes with 2 automations: When a contact’s status=Qualified AND purpose=”ownstay”, then assign to team “Retail”. If a contact’s status=Qualified AND purpose=”investment”, then assign to team “Investment”. Feel free to change automation to your liking, follow the guide here.
How to change the template messages #
Learn more about template messages here.
How to change the chatbot's qualification questions #
Our prefabricated recipes comes with 3 qualification questions. The chatbot only share your sales agent’s appointment link when the contact answers all 3 questions completely. The intention is to prevent unqualified lead from occupying your sales team’s time.
You can customize the questions to your liking by following the guide here.
How to change the conditions which trigger the chatbot #
Our prefabricated recipes will automatically trigger the chatbot whenever:
- Peasy receives a new incoming message from the pre-selected inbox AND the contact does not have the “botflag” custom attribute, OR
- Peasy receives a new incoming message from the pre-selected inbox AND the contact’s botflag custom attribute value is set to “on”
The “botflag” custom attribute can be used to control the chatbot invocation. If your sales agent wants to manually take over a conversation, and does not want the chatbot to interrupt – they can change the “botflag” attribute to “off”. Learn more about custom attributes here.
Use Peasy’s automation rules to change how and when the chatbot is being triggered, learn more about automation here.
