將WhatsApp頻道連接到服務臺
上次更新時間: 十月 7, 2024
可与下列任何一种订阅一起使用,除非有说明:
Service Hub Professional , Enterprise |
您可以在服務臺工作區中將WhatsApp企業帳戶連結為頻道。 傳送至WhatsApp電話號碼的訊息會在客服中心建立新的訊息紀錄和聯絡單。
您的WhatsApp商務帳戶必須擁有經過驗證的Meta Business Manager ,才能每天存取超過50個商務啟動的對話。 進一步了解如何驗證業務。
在您開始之前
在將WhatsApp企業帳戶連結至服務臺之前,您需要:
- 你公司的法定名稱和WhatsApp顯示名稱。
- 企業網站的網址。
- 你的公司電郵地址。
- 貴公司Meta Business Manager帳戶的管理員權限。
- 存取您想傳送訊息的公司電話號碼。
- 號碼必須能夠接收語音通話。
- 它不得是IVR (互動式語音回應)系統的一部分,或在一段時間內禁用IVR。
請注意:您使用的電話號碼不得與其他WhatsApp帳戶、WhatsApp for Business應用程式或其他WhatsApp整合功能連結。 如果該號碼已與另一個WhatsApp帳戶連結,您必須先中斷連結,然後再將其連結至HubSpot。
限制
連結和使用WhatsApp整合功能時,請注意以下限制:
- 每個WhatsApp企業版帳戶最多可連結25個電話號碼。
- 只有連結WhatsApp企業帳戶後的新訊息才會同步至HubSpot。 系統不會同步過往對話。
- 連接到HubSpot後,訊息將不再顯示在WhatsApp行動應用程式或Web應用程式中,只會顯示在您HubSpot帳戶的服務臺中。
商務帳戶與個人帳戶
由於Meta要求使用WhatsApp整合功能,因此您無法將個人WhatsApp帳戶連結至HubSpot ,而必須連結至企業帳戶。 請參閱WhatsApp的文件,瞭解如何將個人帳戶轉換為WhatsApp企業帳戶。
連結WhatsApp企業帳戶作為管道
您可以在HubSpot中將現有的WhatsApp Business帳戶連結為頻道,也可以在連結過程中建立新的WhatsApp Business帳戶。
請注意:如果您想連接已連接到對話收件匣的WhatsApp帳戶,您必須先從收件匣中刪除該頻道,然後再將其連接到服務臺。
- 在你的 HubSpot 帳戶中,點擊頂端導覽列中的settings「設定圖示」。
- 在左側邊欄選單中,前往收件匣和服務臺。
- 按一下服務臺。
- 按一下「連接頻道」,然後按一下「連接新頻道」。
- 選擇WhatsApp。
- 按一下「繼續使用WhatsApp」。
按一下「繼續使用WhatsApp」,即表示您瞭解並同意將WhatsApp企業帳戶連結至適用於您的 HubSpot產品特定條款的對話收件匣部分。 如HubSpot產品特定條款所詳述, i)您同意Meta Platforms, Inc. (「Meta」)作為DPA下的分處理器運作;以及ii)如果您的客戶資料在美國境外託管,則您同意Meta將受HubSpot地區資料託管政策中的排除條款約束。 將WhatsApp企業版帳戶連結至HubSpot ,即表示您同意WhatsApp的企業版解決方案條款,詳情請見https://www.whatsapp.com/legal/business-solution-terms/。
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在彈出視窗中,登入您的Facebook帳戶,然後按一下「以[name]身份繼續」。
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按一下「開始」。
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檢查HubSpot需要存取才能連線的權限,然後按一下「繼續」。
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選擇將與WhatsApp商務帳戶連結的現有Meta商務帳戶,或建立新的Meta商務帳戶。 若要建立新的Meta企業帳戶,請按照以下步驟操作:
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輸入公司的法定名稱、電話號碼、網站和電子郵件地址,然後按一下「繼續」。
- 使用「國家/地區和時區」下拉式選單,選擇貴公司所在的國家/地區和時區。
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按一下「繼續」。
- 選擇將與您的Meta企業帳戶綁定的WhatsApp企業帳戶,或建立新的WhatsApp企業帳戶。 如果您要建立新的WhatsApp企業帳戶,請輸入帳戶名稱,然後從下拉式選單中選擇時區。
- 按一下「繼續」。
- 系統會顯示確認訊息。 按一下「繼續」至步驟2。
- 選擇現有的WhatsApp企業基本資料,即是受眾在聯絡你的企業時會看到的內容。 若您沒有帳戶,可以透過設定企業基本資料建立新帳戶:
- 在文字欄位中輸入商家顯示名稱。 如果您的WhatsApp企業基本資料與公司法定名稱不符,請選取「我的顯示名稱與法定公司名稱不同」核取方塊。
- 按一下「繼續」。
- 按一下「類別」下拉式選單,然後選取最符合你業務的類別。 您也可以在文字方塊中輸入業務描述。
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按一下「繼續」至步驟3。
- 如果你已透過WhatsApp驗證電話號碼,請選擇已驗證的電話號碼。 如果你尚未驗證電話號碼,可以登記新的電話號碼:
- 在文字欄位中輸入登記WhatsApp的電話號碼。
- 選擇「簡訊」或「語音通話」作為驗證方式,然後按一下「傳送驗證碼」。
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- 成功驗證電話號碼後,按一下確定以關閉設定視窗並返回HubSpot。
- 你將返回客戶服務臺,完成WhatsApp頻道的設定。 點擊WhatsApp帳戶名稱旁的「連結」。
已連結的WhatsApp帳戶現在會顯示在已連結的頻道清單中。
在服務臺建立WhatsApp檢視
WhatsApp對話會顯示在左側邊欄中與任何狀態篩選條件相關的對話清單中(例如「所有開啟」、「所有關閉」、「已傳送」等) ,但強烈建議您建立自訂檢視,以篩選特定於連接的WhatsApp頻道的訊息:
若要為WhatsApp訊息建立自訂檢視,請按照以下步驟操作:
- 在你的 HubSpot 帳戶中,瀏覽「工作區」>「支援服務」。
- 在左下角,按一下「add 建立檢視」。
- 在右側面板中,輸入檢視名稱並選擇分享選項,然後按一下下一步。
- 在搜尋列中,搜尋並選擇來源。
- 點擊任何下拉式選單,然後選擇WhatsApp。
- 按一下套用篩選條件,然後按一下建立檢視。
- 新檢視將顯示在其他預設服務臺檢視下方。 請參閱本文,深入瞭解如何在服務臺中建立和管理自訂檢視。
在HubSpot中撰寫和回覆WhatsApp訊息
您可以從客服案件記錄開始與HubSpot中的個別客服案件進行WhatsApp對話,或從相關公司、交易、支援查詢或自訂物件記錄開始對話。
收到的WhatsApp訊息會在客服中心建立新的支援查詢和訊息紀錄,並開始WhatsApp工作階段。 在工作階段期間,您和您的團隊可以在服務臺回覆WhatsApp訊息。
客服案件最後一次回覆後, WhatsApp工作階段將開放24小時。 現有的WhatsApp工作階段結束後,您可以向客服案件傳送範本訊息,以重新啟動對話。 如果客服案件回覆您的範本訊息,系統會開啟新的24小時工作階段,在此期間,您可以傳送未模擬的WhatsApp訊息。
WhatsApp訊息限制
所有連結的WhatsApp企業帳戶每月最多只能分享1000次對話。 重設限制的日期取決於您首次購買行銷中心或服務中心專 業版或企業版訂閱的日期。 例如,如果你的訂閱從10月28日開始,限額將於每月28日重設。
根據對話的發起方式,訊息將計入此限制:
- 用戶發送的訊息:如果WhatsApp用戶向您的企業發送WhatsApp訊息,系統會開啟24小時的工作階段,而您在工作階段開放期間發送的所有訊息將合計為1次對話。 使用者發起的WhatsApp工作階段將在他們最後一次回覆後的24小時內開放。
- 商務發送的訊息:您發送給WhatsApp用戶的每條訊息,如果不屬於開放式工作階段,將計為1次對話。 在HubSpot中,您可以自訂訊息範本並在工作流程中使用,藉此傳送業務啟動的訊息。
訊息中支援的媒體類型
WhatsApp訊息可以包含不同的媒體類型和附件,具體取決於訊息是透過企業帳戶傳送或接收。
- 在已連結的企業帳戶中收到的訊息支援以下互動式多媒體類型:
- 圖片
- 影片和GIF (3gpp或mp4)
- 語音訊息
- 附件(例如MP3、PDF等)
- 位置
- 貼紙
- 聯絡人分享
- 透過已連結的企業帳戶傳送的訊息支援以下互動式多媒體類型:
從錄製時間表開始WhatsApp對話
若要直接從錄製時間軸建立訊息,請按照以下步驟操作:
- 前往相關記錄的首頁:
- 在你的 HubSpot 帳戶中,瀏覽「CRM」>「連絡人」。
- 在你的 HubSpot 帳戶中,瀏覽「CRM」>「公司」。
- 在你的 HubSpot 帳戶中,瀏覽「CRM」>「交易」。
- 在你的 HubSpot 帳戶中,瀏覽「CRM」>「服務票證」。
- 按一下記錄的名稱。
- 在左側面板中,按一下WhatsApp圖示。 如果記錄名稱下方沒有顯示WhatsApp圖示,請按一下省略號圖示,然後選取「建立WhatsApp訊息」。
- 在彈出式視窗中撰寫訊息:
- 按一下「寄件者」下拉式選單,然後選擇已連結的企業帳戶。
- 如果客服案件在過去24小時內未向你的公司發送WhatsApp訊息,你只能透過選擇其中一個訊息範本來發送由公司發送的訊息。
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- 按一下傳送範本。
- 在對話方塊中,找到您的範本,然後按一下傳送範本。
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- 如果聯絡人已有訊息紀錄,系統可能會提示你前往服務臺回覆訊息。
在服務臺管理和回覆訊息
您可以直接在服務臺回覆WhatsApp訊息。 訊息可以包括媒體音訊檔案、語音備註、貼紙、圖片和影片。 當你收到新的WhatsApp訊息時,系統會通知你,但你可以在設定中關閉這些通知。
- 在你的 HubSpot 帳戶中,瀏覽「工作區」>「支援服務」。
- 按一下左上角的search 尋搜尋圖示,然後輸入搜尋字詞來查詢WhatsApp對話,並套用篩選條件來縮小搜尋範圍。 舉例來說,你可以套用篩選條件,篩選出來自連結的WhatsApp頻道的訊息。 了解如何建立只包含WhatsApp訊息的自訂檢視。
- 在左側面板中,按一下WhatsApp對話以開啟該對話 。 訊socialWhatsapp 息預覽的右上角會顯示SocialWhatsapp WhatsApp圖示。
- 您可以按一下聯絡人姓名旁downCarat的向下箭頭圖示,以顯示訊息中繼資料,例如寄件人和收件人的電話號碼,以及訊息傳送日期。
- 若要重新指派訊息,請在左上角按一下聯絡單所有者下拉式選單,然後選擇其他使用者。 深入瞭解如何根據客服人員的技能指派新客服案件。
- 如果客服案件的WhatsApp帳戶已開啟已讀回條,您可以查看對方何時讀取您傳送的訊息。 如果他們選擇不接收已讀回條,此資訊就不會顯示。
- 在右側面板中,查看訪客的情境資訊和相關記錄,以協助您回覆。
- 如果聯絡人過去24小時內沒有向你的公司發送WhatsApp訊息,你只能選擇其中一個訊息範本來發送由公司發起的訊息。 單擊發送模板,然後在對話框中找到您的模板,然後單擊發送模板。
- 在回覆編輯器中,寫下您的回覆:
請注意:某些媒體格式無法包含在WhatsApp訊息中。 若要深入瞭解支援的文件、圖片、音訊和影片檔案格式,請參閱Meta的文件。
- 在對話期間,你可能需要切換至電郵或致電聯絡人。 按一下回覆編輯器上方的頻道下拉式選單,然後選擇其他頻道。
- 如果來信來自與聯絡人電話號碼或手機號碼屬性中儲存的電話號碼相符的電話號碼,則會自動將對話與該聯絡人關聯。
疑難排解不支援的訊息類型
由於API限制,部分訊息類型和回應不受支援,且訊息內容不會顯示在服務臺中。
不支援的訊息可能會因為下列其中一種情況而發生:
- WhatsApp用戶對消息作出反應
- WhatsApp用戶刪除訊息
- WhatsApp訊息包含未包含在支援媒體類型清單中的任何附件。
- 不支援的訊息類型(例如:投票)
隔離郵件
違反WhatsApp內容政策的訊息將被標記,其內容將隱藏在服務臺中,以防止潛在的網路釣魚嘗試,並降低分享個人身份資訊的風險。
延伸閱讀
- 客服案件內容中儲存的WhatsApp訊息詳細資訊也可以在工作流程和 報告中使用。
- 您可以在WhatsApp企業版帳戶中建立和同步訊息範本,然後在HubSpot中進行個人化。 深入瞭解如何自訂和傳送訊息範本。
Limitations
Keep in mind the following limitations when connecting and using the WhatsApp integration:
- Each WhatsApp for Business Account can have up to 25 phone numbers associated with it.
- Only new messages after you connect your WhatsApp Business Account will sync to HubSpot. Historical conversations will not be synced.
- Once connected to HubSpot, messages will no longer appear in the WhatsApp mobile app or web app, and will only appear in help desk in your HubSpot account.
Business accounts vs. personal accounts
Due to Meta's requirements for using the WhatsApp integration, you cannot connect a personal WhatsApp account to HubSpot and must connect a Business account instead. Learn how to convert a personal account to a WhatsApp Business account in WhatsApp's documentation.
Connect a WhatsApp Business Account as a channel
You can connect an existing WhatsApp Business account as a channel in HubSpot, or you can create a new WhatsApp Business account during the connection process.
Please note: if you want to connect a WhatsApp account which is already connected to the conversations inbox, you must delete the channel from the inbox before connecting it to help desk.
- 在你的 HubSpot 帳戶中,點擊頂端導覽列中的settings「設定圖示」。
- In the left sidebar menu, navigate to Inbox & Help Desk.
- Click Help Desk.
- Click Connect a channel then, click Connect a new channel.
- Select WhatsApp.
- Click Continue with WhatsApp.
By clicking Continue with WhatsApp you understand and agree the Connect your WhatsApp Business Account to the conversation inbox section of the HubSpot Product Specific Terms apply to you. As detailed in the HubSpot Product Specific Terms, i) you agree Meta Platforms, Inc. ("Meta") is functioning as a Sub-Processor under the DPA; and ii) if your Customer Data is hosted outside of the United States, you agree Meta will be subject to the Exclusions section in HubSpot's Regional Data Hosting Policy. By connecting your WhatsApp Business account to HubSpot, you agree to WhatsApp's Business Solution Terms available at https://www.whatsapp.com/legal/business-solution-terms/.
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In the pop-up window, log in to your Facebook account, then click Continue as [name].
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Click Get started.
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Review the permissions HubSpot will need to access in order to connect, then click Continue.
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Select an existing Meta Business Account that will be connected to your WhatsApp Business Account, or create a new Meta Business account. If you're creating a new Meta Business Account:
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Enter the legal name, phone number, website, and email address for your business, then click Continue.
- Use the Country and Timezone dropdown menu to select the country and timezone your business is located in.
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Click Continue.
- Select the WhatsApp Business Account that will be associated with your Meta Business Account, or create a new WhatsApp Business Account. If you're creating a new WhatsApp Business Account, enter a name for the account and select a timezone from the dropdown menu.
- Click Continue.
- A confirmation message will appear. Click Continue to Step 2.
- Select an existing WhatsApp Business profile, which is what your audience will see when they contact your business. If you don't have an account, you can create a new one by configuring your business profile:
- In the text field, enter your business display name. If your WhatsApp Business Profile does not match your business's legal name, select the My display name is different from my legal business name checkbox.
- Click Continue.
- Click the Category dropdown menu and select a category that best describes your business. You can also enter a description of your business in the text box.
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Click Continue to Step 3.
- If you've already verified a phone number with WhatsApp, select a verified number. If you haven't verified a phone number, you can register a new number:
- In the text field, enter a phone number to register with WhatsApp.
- Select Text Message or Voice Call as a verification method, then click Send Code.
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- After you successfully verify the phone number, click Ok to close the set up window and return to HubSpot.
- You'll return to help desk where you can finish setting up the WhatsApp channel. Next to the WhatsApp account name, click Connect.
The connected WhatsApp account will now appear in your list of connected channels.
Create a WhatsApp view in help desk
WhatsApp conversations will appear in the list of conversations associated with any of the status filters in the left sidebar (e.g., All open, All closed, sent, etc.), but it's highly recommended you create a custom view to filter for messages specific to your connected WhatsApp channels:
To create a custom view for WhatsApp messages:
- 在你的 HubSpot 帳戶中,瀏覽「工作區」>「支援服務」。
- In the bottom left, click add Create view.
- In the right panel, enter the view name and select a sharing option then, click Next.
- In the search bar, search for and select Source.
- Click the is any of dropdown menu, then select WhatsApp.
- Click Apply filter, then click Create view.
- The new view will appear below the other default help desk views. Learn more about creating and managing custom views in help desk in this article.
Compose and respond to WhatsApp messages in HubSpot
You can start a WhatsApp conversation with individual contacts in HubSpot from the contact record, or initiate it from the associated company, deal, ticket, or custom object record.
Incoming WhatsApp messages will create a new ticket and thread in help desk and start a WhatsApp session. You and your team can respond to WhatsApp messages in help desk for the duration of the session.
WhatsApp sessions will be open for 24 hours after the last response from the contact. Once an existing WhatsApp session has closed you can reinitiate the thread by sending a template message to the contact. If the contact replies to your template message it will open a new 24 hour session during which you can send non-templated WhatsApp messages.
WhatsApp messaging limits
A limit of 1000 conversations per month is shared by all your connected WhatsApp business accounts. The day of the month that the limit resets depends on the date you first purchased a Marketing Hub or Service Hub Professional or Enterprise subscription. For example, if your subscription began on October 28, the limit will reset on the 28th of each month.
Messages are counted against this limit based on how the conversation is initiated:
- User-initiated messages: if a WhatsApp user sends your business a WhatsApp message, a 24 hour session is opened, and all messages that you send while the session is open will collectively count as 1 conversation. WhatsApp sessions initiated by a user will be open for 24 hours after their last response.
- Business-initiated messages: each individual message you send to a WhatsApp user that is not part of an open session will count as 1 conversation. In HubSpot, you can send business-initiated messages by customizing message templates and using them in a workflow.
Supported media types in messages
WhatsApp messages can include different media types and attachments based on whether the message was sent or received by your business account.
- The following rich media types are supported in messages received in your connected business account:
- Images
- Videos and GIFs (3gpp or mp4)
- Voice messages
- Attachments (e.g., mp3, PDF, etc.)
- Location
- Stickers
- Contact sharing
- The rich media types below are supported in messages sent from your connected business account:
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- Attachments
- Meeting links
- Quotes
- Knowledge Base links
- Documents
Initiate a WhatsApp conversation from the record timeline
To create a message directly from the record timeline:
- Navigate to the home page of your associated records:
- 在你的 HubSpot 帳戶中,瀏覽「CRM」>「連絡人」。
- 在你的 HubSpot 帳戶中,瀏覽「CRM」>「公司」。
- 在你的 HubSpot 帳戶中,瀏覽「CRM」>「交易」。
- 在你的 HubSpot 帳戶中,瀏覽「CRM」>「服務票證」。
- Click the name of a record.
- In the left panel, click the WhatsApp icon. If the WhatsApp icon doesn't appear below the record name, click the ellipses icon, then select Create a WhatsApp message.
- In the pop-up box, compose your message:
- Click the From dropdown menu and select a connected business account.
- If the contact has not sent your business a WhatsApp message in the last 24 hours, you can only send a business-initiated message by selecting one of your message templates.
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- Click Send template.
- In the dialog box, locate your template, then click Send template.
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- You may be prompted to navigate to help desk to respond to messages if there's already an existing thread with the contact.
Manage and respond to messages in help desk
You can respond to WhatsApp messages directly in help desk. Messages can include media audio files, voice notes, stickers, images, and videos. You will be notified when you receive a new WhatsApp message, but you can turn off these notifications in your settings.
- 在你的 HubSpot 帳戶中,瀏覽「工作區」>「支援服務」。
- Click the search search icon in the top left and enter a search term to lookup a WhatsApp conversation, and apply filters to narrow your search. For example, you can apply filters that segment out messages that originated from your connected WhatsApp channel. Learn how to create a custom view that only contains WhatsApp messages.
- In the left panel, click a WhatsApp conversation to open it. A socialWhatsapp WhatsApp icon will appear in the top right corner of the message preview.
- You can click the down arrow icon downCarat next to a contact's name to reveal message metadata, such as the phone numbers of the sender and recipient, along with the date the message was sent.
- To reassign the message, in the top left click the Ticket Owner dropdown menu and select a different user. Learn more about assigning incoming tickets based on agent skills.
- If a contact has turned on read receipts in their WhatsApp account, you can review when they read one of the messages you sent them. If they opted out of read receipts, this information will not appear.
- In the right panel, view contextual information about the visitor and associated records to help with your response.
- If the contact hasn't sent a WhatsApp message to your business in the last 24 hours, you can only send a business-initiated message by selecting one of your message templates. Click the Send template, then in the dialog box, locate your template and click Send template.
- In the reply editor, write your response:
- Use the icons across the bottom of the editor to modify your text style, insert a link, add an image, or upload a file. You can also drag and drop files from your computer into the reply editor.
- To add a document, snippet, meeting link, knowledge base article, quote, or video in your response, click Insert.
Please note: some media formats cannot be included in a WhatsApp message. To learn more about the supported document, image, audio, and video file formats in Meta's documentation.
- During the conversation, you may need to switch to email or call the contact. Click the Channel dropdown menu above the reply editor and select a different channel.
- If an incoming message is sent from a phone number that matches the phone number stored in a contact's Phone number or Mobile phone number property, the conversation will automatically be associated with that contact.
Troubleshoot unsupported message types
Due to API limitations, some messages types and responses are unsupported, and the message's contents will not appear in help desk.
Unsupported messages may occur due to one of the following scenarios:
- A WhatsApp user reacting to a message
- A WhatsApp user deleting a message
- A WhatsApp message includes any attachments that are not included in the list of supported media types.
- An unsupported message type (e.g., a poll)
Quarantined messages
Messages that violate WhatsApp content policy will be flagged and their content will be hidden in help desk to prevent potential phishing attempts and reduce the risk of sharing personally identifiable information.
Further reading
- WhatsApp message details stored in ticket properties can also be used in workflows and reporting.
- You can create and sync message templates in your WhatsApp Business account, which can then be personalized in HubSpot. Learn more about how to customize and send message templates.