General
Why can't I log to my Webio account?
If you can't log to your Webio Account, try first to
clear your internet browser cache and cookies or to log in from incognito window or a different internet browser (Make sure you are entering your username, this is not your email address). If this doesn't work, ask your administrator to check if your account has been suspended - Users (webio.com) or that your role settings haven't changed. - User Roles (webio.com)How do I add a new status to my organization?
An inbound reply went to the wrong conversation why?
How do I close a conversation? (Clear testing conversion)
Click on the three dots at the top of the conversation, then select CLOSE conversation.
Webio When sending a WhatsApp bot/message I keep getting an error.
I can see the bot is being sent out, but the message is errored and it's telling me INVALID MESSAGE STRUCTURE. What does that mean?
How do I store a reply as a Custom ID?
How do I add a custom field name?
What the custom field names do?
When you upload a campaign file, you'll map in which field names (column headers) you've stored your contacts' custom values (e.g. Name, Balance, etc.). You can then retrieve them to enrich your bot's messages and processes. Find out more here
- How To Add Custom Fields (webio.com)What a Sender ID is? How do I add new ones to my Organization?
Bots
How do I build an outbound bot?
How do I build an inbound bot?
The bot is not moving the conversations to the queue/I can't move a conversation to the queue
To build a bot that performs an ID&V process, you will need to collect customer responses (via a Listening, Entity gathering or Global Intents step), store them in custom fieldnames then compare the responses to the fieldnames you have uploaded from your campaign file (Or the ones coming from your internal system when using Webhook Getcustomvalue). Comparing the response can be done using a Logical Branch Step. Learn more at the following article. -
Logical Branching (webio.com)How do I build a Working Hrs Step?
To build a working hrs step, you will need to use a Logical Branch but in this case you will branch to system values. Look at few examples in the following article. -
Logical Branching (webio.com)
When using a Logical Branch step, what happens when multiple logic conditions are satisfied on the same card?
The bot will take the route you have configured, for the first condition that is true, starting from the top of the card.
Logical Branching (webio.com)When using Logical Branch, when should I choose MATCH and when I should choose EQUAL?
Campaigns
What is a Campaign? How does it work? What are the Bots schedules?
When you set up a campaign you decide, which bots to attach to each campaign, and when they are being sent out (Schedules). You can set different types of campaigns. One campaign can have multiple schedules and manage
multiple bots and groups of customers (Quick Campaign and Inbound Campaign excluded). Check the following articles if you want to learn more:
- QuickCampaign; It's a quick SMS campaign and it doesn't require you to have create a bot first. - How To Create A Quick Campaign (webio.com)
- Daily Campaign: First, you need to have a bot configured and saved already. You then create a template file which specifies the data to be imported for that campaign. You decide what bot/s and at what times you are sending your bots out at. The file upload will automatically activate the campaign every time you drop the file into the daily campaign. - How To Create An Outbound Campaign (webio.com)
- Once Off Campaign: You will send your bot once. This campaign cannot be re-used on recurrent basis like a daily one.
- Inbound Campaign: You won't need a file upload for this type of campaign. When configuring an inbound campaign, you simply decide what bot and when it is available to triage your inbound communications. By default, an inbound Bot take the sender ID from where the message is received to send the message back. Inbound bot, cannot retrieve custom values from the database, unless a Get Request Webhook is integrated with your internal system and your Webio Org. The customer will have to provide the Customer ID to retrieve from your internal system real time data associated with it. - How To Create An Inbound Campaign (webio.com)
How do I activate a Daily Campaign?
Is there a way to avoid having to manually drop the file everyday for a daily campaign?
Every time you want to activate the campaign, you will have to upload the file (During the correct
import time). Use the
Future Schedules feature to create a schedule that fits your needs.
What happens if I upload the file after the campaign import time has expired?
If you upload after the import time has expired, the file won't even upload. You will need to adjust the import time or ensure you only import during the time you have set.
What happens if I drop the file after the outbound start time?
When I upload the file, my daily campaign is not running.
How do I STOP an ongoing campaign.
Reporting (Insights)
Where do I check the progress of all my daily sms campaigns?
Navigate to Insights. From there you can check the number of scheduled SMS vs the number of already sent SMS for all your daily campaign. Search for SCHEDULE PROGRESS widget. -
Insights (webio.com) If you want to check the status of a single schedule instead, search for the SCHEDULE STATUS widget
Insights (webio.com) Where do I check the status & other details of my messages?
Navigate to INSIGHTS (Speak to your administrator if you do not have access). Click the MESSAGES widget. This text widget serves as a link to the data export dashboard where you can check message status and details such campaign, schedule, conversation ID, Customer ID and much more -
Insights (webio.com)Where do I check why a message has failed?
You can access the MESSAGES widget mentioned above or you can click on the FAILED MESSAGES widget to have a a complete breakdown of reasons of failure. -
Insights (webio.com)API & Webhooks
What's an API and what they are used for?
What's a Webhook and what is it used for?
As a Webio user you can decide to receive information on your internal system (Post Request) whenever an event you subscribe happens in Webio, for instance a message is being received. Via Webhook you can also request from your internal system (Get Request) real time data (Stored against the contact) to update your bots. -
How To Setup A Webhook (webio.com) What's a Post Request?
It is a JSON sent to an endpoint that has been subscribed to the specific event when that event happens. This contains information relating to the event and is most commonly used to update the client's internal systems.
What's a Get Request?
It is a request sent to an endpoint that has been subscribed to the GET request event from within the organisation screen. The request asks for specific parameters that have been configured within the bot using <<>> to identify it as a real-time value.
I&E: A detailed listing and sum of the customers income and expenditure -
How do I update my internal system with customers' responses?
Check the following article to learn how you can update your internal system with customers' responses -
WebioConversations & Queues
I added a phone number to the blocklist, but I still receive inbound communication from that:
Blocklist feature blocks any outbound communication towards that number. So you will still receive inbound communications even if you blocked the contact number.
Your Webio BlocklistI can't see any conversation in the queue:
As an agent, I can't find a specific conversations:
- You might not see a specific conversation because when a conversation is assigned to an agent, other agents that have access to that queue won't see that conversations (This excludes Admins). When the conversation is unassigned from the original agent, the conversations becomes visible again or may have been automatically reassigned to somebody else from your team depending on the assignment configuration of the queue. Adding A Queue (webio.com
- The conversation might have been closed or the queue has been deleted - it should be possible to retrieve it using Conversations Screen (webio.com)
- The conversation might have been stored in a queue that you can't access. Check with your administrator.
Webchat
Can I change the format of my text on Webchat?
Related Articles
Insights
Overview From the Insights hub you can access your insights for every aspect of Webio. Monitor your campaigns, messages, agent activity and more through insightful widgets. Full data export tables are also available. Types of Widgets When accessing ...
Conversations Screen
Overview Thanks to the conversations screen, you and your team can easily keep track, organise and interact with the conversations that are taking place with your contacts. From here you can: Monitor all your conversations and take action when ...
How to build an Inbound Bot
Overview An inbound bot collects the channel ID from which the contact's message is sent, and uses it to send messages back. Once the customer's inbound message is received, to continue the conversation, you must necessarily use a Listening, or a ...
How to create an Outbound Campaign
Overview Webio's Campaigns screen simplifies the way you manage your bots' schedules. It allows you to send bots to your contacts allowing you to configure inbound or outbound campaigns. Outbound campaigns can be set to go as: Once Off campaign - you ...
How to create an Inbound Campaign
Overview Set up a chat widget for your website, or simply provide your customers with a channel (SMS, WhatsApp, Messenger or Viber) they can reach out. Thanks to Inbound Campaigns, your Bots can greet visitors, answer questions, and guide them ...