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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- What is the Twilio for WhatsApp Business Integration?</strong></p><p><strong>- Enabling the Module</strong></p><p><strong>- Configuration Options</strong></p><p><strong>- Configure Incoming Messages </strong></p><p><strong>- Configure Outgoing Messages</strong></p><p id="isPasted"><strong>- Receiving Messages</strong></p><p><strong>- Restrict access to a WhatsApp Account</strong></p><p><strong>- Message Attachments</strong></p><p><strong>- Transcribing Voice Notes</strong></p><p><strong>- Enable Halo Integrator</strong></p><p><br></p><p><br></p><p><strong id="isPasted"><span style="font-size: 14pt;">What is the Twilio for WhatsApp Business Integration?</span></strong></p><p>The Twillio for WhatsApp Business integration allows tickets to be created in Halo upon receiving a WhatsApp message. You can respond within Halo and it will reply to your customer seamlessly on WhatsApp. You can connect multiple Twilio WhatsApp Numbers, and there is a ticket rule criteria for which WhatsApp Connection a Ticket was created from to help organise these.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Module</span></strong></p><p>To set up WhatsApp for Business on your HaloCRM instance, you must first, enable the integration module by using the "+" sign on the module. This can be found by going to Configuration > Channels > Social Media > WhatsApp, or if you are not using HaloCRM go to Configuration > Integrations > *Search for Twilio for WhatsApp Business* .</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRkMTUwNjQ5LThjYzEtNDQzZC1iZTEwLWQwNzg3MWY0MzcxYiJ9.HG7n_wSvQdOyOo2t7JxV35UYtgyEHj8Vpd5-tDsDsSU" class="fr-fic fr-fil fr-dib" width="315" height="92"></p><p><strong><span style="font-size: 10pt;">Fig 1. Module in CRM.</span></strong></p><p><br></p><p>Or it may appear like this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ2YjNjMGFhLTA5ZmMtNDg4Ny1hYTJhLWE3OWRiMTFkN2EzYyJ9.RslZzYDV5REDx0ooUxYqzrKHPBCZ1u7v3oR4Gfrg1nM" class="fr-fic fr-fil fr-dib" width="132" style="width: 134px; height: 143.008px;" height="143"></p><p><strong><span style="font-size: 10pt;">Fig 2. Module in other Halo products.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configuration Options</span></strong></p><p>Once you have enabled the module in Halo follow this guide from Twilio to set up your account before entering your details: <a data-fr-linked="true" href="https://www.twilio.com/docs/whatsapp/self-sign-up" id="isPasted" target="_blank" rel="noopener noreferrer">WhatsApp Self Sign-up with the Twilio Console | Twilio</a></p><p><br></p><p>Once you have authorised the connection between Halo and Twilio check the setting 'I have configured my WhatsApp Sender' within the integration setup in Halo. This will allow additional configuration options to show.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNiN2YyNDgxLTllMmMtNDQ5Ni04NjdmLTU1NGNjZTBjYWI3ZCJ9.IqESjX9xN_KeoHnfejmhkPmnQuXhK_qVgIU106pJwfQ" class="fr-fic fr-fil fr-dib" width="589" style="width: 591px; height: 373.935px;" height="374"></p><p><strong><span style="font-size: 10pt;">Fig 3. Confirm you have configured WhatsApp Sender</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configure Incoming Messages <br></span></strong></p><p>Enable the creation of tickets and actions from WhatsApp messages. Then select the default site and ticket type used for tickets created via WhatsApp messages. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY4Yjg0Y2VjLTVlYWEtNGI5YS1iNmMzLTU5YWQ3ZjZmNTQ4ZiJ9.yNbjFCWcqCL7yS52CFNE58QPXlG_OzhjvEEvzfSplwU" class="fr-fic fr-fil fr-dib" width="1044" height="306"></p><p><strong><span style="font-size: 10pt;">Fig 4. Incoming Messages configuration.</span></strong></p><p><br></p><p><strong><span style="font-size: 11pt;">Default Site - </span></strong><span style="font-size: 11pt;">The user will attempted to be matched based on the phone number used to send the WhatsApp message. If this number matches a number against a user profile the ticket will be logged against against the matched user. If it cannot be matched a new user will be created at the site set here.</span></p><p><span style="font-size: 11pt;"><strong>Ticket Type for Tickets Created via WhatsApp messages</strong> - Here, you can choose the ticket type that will be used to created tickets from WhatsApp messages. </span></p><p><br></p><p><span style="font-size: 11pt;"><strong>Re-open closed Tickets for WhatsApp messages received from a number that has previously logged a Ticket </strong>- When enabled, if a number sends a WhatsApp message to log a ticket, and this number has previously logged a ticket (that is now closed) in your instance, rather than a new ticket being logged, the old ticket will be reopened. </span></p><p><br></p><p><strong>Allow inbound voice notes to be shown inline on Actions </strong>- When enabled any voice notes received via WhatsApp messages will be able to be played within the agent app, without needing to download the MP4 file. Keep in mind anyone with the link will be able to access the audio. Voice notes can also be transcribed using AWS transcribe. See the section 'Transcribing voice notes' for more information on this. </p><p><br></p><p><strong><span style="font-size: 12pt;">Replies to specific messages</span></strong></p><p>If a user replies to a specific message in a conversation you will be able to see which message they have replied to rather than just the reply message. </p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyYWNhMzZjLTg0Y2ItNDA5Ni05N2VkLTNlYmFhYjg4YWQ4ZSJ9.K2-uExsjHGic9NQXGc2w08IojMFcVCt-7IKd9c-OXw4" width="368" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; text-align: left; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; max-width: none !important; width: 370px; height: 506.152px;" id="isPasted" class="fr-fil fr-dib" height="506"><strong><span style="font-size: 10pt;">Fig 5. Reply to specific message</span></strong></p><p><br></p><p><strong><em>Note: Due to limitations in Twilio's API it is not possible for agents in Halo to be able to reply to specific messages in a WhatsApp conversation. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Configure Outgoing Messages</span></strong></p><p>Actions in Halo will need to be configured to send replies via WhatsApp, you can do this by pressing 'Action Configuration' as shown in figure 7.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhkYzQyOGRjLTdmM2ItNGVkZi1hYjZlLWYyYWY2ZTUzM2FjNSJ9.mCyrycaHDvsnI9XUFOpEkEVik7O8tb9TZQVCYxl9JVE" class="fr-fic fr-fil fr-dib" width="940" style="width: 940px;" height="121"></p><p><strong><span style="font-size: 10pt;">Fig 6. Outgoing configuration.</span></strong></p><p><br></p><p>Selecting the 'Reply' action, and then head to the 'Details' tab.</p><p><br></p><p>Scroll down to the following checkbox and ensure it is ticked.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4ZDlmZGI1LWZlYjYtNDMxNS1iYmU0LWQyY2VjZTY0MDlmOSJ9.ws7MHIVwJNKI3CU4E3vqKiwJ60xjGVzLGgBUI35eJxI" class="fr-fic fr-fil fr-dib" width="309" style="width: 309px; height: 0px;" height="0"></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlMzhjZGNhLTU0ODUtNDgyMC05Y2U0LWZmOWNiMDgyNjZkNyJ9.JXR73NE1vLn4aAHq1q5LvA11C31j_I0pOVWCvaagLfs" class="fr-fic fr-fil fr-dib" width="369" height="75"></p><p><strong><span style="font-size: 10pt;">Fig 7. Enabling the WhatsApp toggle.</span></strong></p><p><br></p><p>Additionally, you can use the following checkbox found in the 'Defaults' tab.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFhOTdiZWEzLTY2MGMtNGRkYS1hYzdiLTExNTFiOTMwZTk1ZCJ9.03kkc7_FS0kOLbQcGnl3fMUUv4rggnzLEqCj6CE3Rj0" class="fr-fic fr-fil fr-dib" width="630" style="width: 630px;" height="74"></p><p><strong><span style="font-size: 10pt;">Fig 8. Automatic toggle enabled.</span></strong></p><p><br></p><p>Now, when you reply to a ticket, you will have the option to respond using WhatsApp. </p><p><br></p><p><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiNGIwOTNmLTE3ZWYtNDMxMy05NTcxLTRjZDVkOGQxYTBmNCJ9.Svta786EWdBjIATyl5kulPgp04mJNLI7QJE0XmMpkpU" class="fr-fic fr-fil fr-dib" width="2"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBiNGIwOTNmLTE3ZWYtNDMxMy05NTcxLTRjZDVkOGQxYTBmNCJ9.Svta786EWdBjIATyl5kulPgp04mJNLI7QJE0XmMpkpU" class="fr-fic fr-fil fr-dib" width="545" style="width: 545px; height: 287.332px;" height="287.332"></p><p><strong><span style="font-size: 10pt;">Fig 9. WhatsApp toggle on an action.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Sending Content Templates v(2.210+)</span></strong></p><p><span style="font-size: 11pt;">You can send out replies using your Twilio Content templates. Allowing you to easily send pre-formatted messages. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">You can see the templates available to use for the connected Twilio account under the 'Templates' tab of the integration setup page in Halo. </span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">To do this you will first need to enable the sending of content templates using 'Allow sending of Content Templates' under the integration setup page. </span></p><p><strong><span style="font-size: 10pt;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU0M2U3ODdlLThkMzItNDY2ZS1iZmYwLWUxM2E4ZjY4YzhkNSJ9.ZpA4gnzyAds-4y0PTK9f-bs5Hx8Vz8BhDiLIW5-b4D4" class="fr-fic fr-fil fr-dib" width="1155" style="width: 1157px; height: 468.688px;" height="469"></span></strong></p><p><strong><span style="font-size: 10pt;">Fig 10. Allow sending of Content Templates.</span></strong></p><p><strong><br></strong></p><p>Once enabled you can add the "WhatsApp Content Template" field to an action, which allows you to choose a template to send when the action is sending a WhatsApp message. Head to 'Action Configuration' >select an action you would like to send a template > Field List > add "WhatsApp Content Template". </p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiYTc0YzM3LTgyNTktNDMxZS1iYzQzLWNlMGI1YzA2MmIxMCJ9.g5Oj3GEgz21CkUFycYsgIFaJlAlajIwtQmiZ-sm7E94" class="fr-fic fr-fil fr-dib" width="1130" style="width: 1132px; height: 333.338px;" height="333"></strong></p><p><strong><span style="font-size: 10pt;">Fig 11. Action with Content Template field. </span></strong></p><p><br></p><p>Now, when the action is used, agents will have the option to choose a template to use. </p><p><br></p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNGNhYmU1LTNmMWMtNDQ5Yy1hYTc4LWVhYmUyZDMyNDc1ZCJ9.32zG4PyGAsMnNet7pXXT1hgcVsaBuf-4wG04Mi3o-JQ" class="fr-fic fr-fil fr-dib" width="813" style="width: 815px; height: 368.67px;" height="369"></strong></p><p><strong>Fig 12. WhatsApp Content Template field. </strong></p><p><br></p><p><strong><em>Note: This will only appear once the agent has set the action to send a WhatsApp reply and a WhatsApp account has been chosen. </em></strong></p><p><br></p><p>Alternatively, if you would like an action to send a fixed template, the action must have the "System Use" "Send WhatsApp Template". Then you can choose the account to send the template from, and which template to send.</p><p><strong><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNlYWZiNWJiLTc2YzItNGI0Yy1iNmE2LTZkNjVlNWQzMGZhOCJ9.cQud2YBISP0UdNFTUQgC_mxWHNg5EzdP-jkUQG0ReOs" class="fr-fic fr-fil fr-dib" width="879" height="442" style="font-size: 10pt; background-color: transparent; width: 881px; height: 442.28px;"></strong></p><p><br></p><p><strong>Fig 13. Action to send a fixed template via WhatsApp. </strong></p><p><strong><br></strong></p><p>When the action is setup in this way (figure 13) no fields are required for the action. </p><p><br></p><p><strong>Using Halo Variables in Content Templates</strong></p><p>Halo variables can be added to your content templates to allow values from Halo to dynamically populate elements to the email sent. This is useful when there is information available in Halo that is not available in Whatsapp/Twilio. To add a Halo variable to a Twilio template, set the default value of the Twilio variable to be a Halo variable. Then when using this template in Halo you can select the values the Halo variables will have, these values will be used to populate the template before it is sent. If the template is being sent as part of a quick action or automation you will not be able to choose the variable value, the default will be used.</p><p><br></p><p> Up to four Halo variables can be used on a Whatsapp/Twilio template, more will be supported in future versions. </p><p><br></p><p><strong>Sending Content Templates to Tickets not linked to a chat</strong></p><p>Content templates can also be sent out to a user's number, even if the ticket is not linked to a WhatsApp chat. Useful for initiating communications over WhatsApp with a user.</p><p><br></p><p>Keep in mind only pre-approved templates can be sent outside Meta's 24 hour customer service window; if a ticket is not linked to a chat the chat will be considered outside the 24hour conversation limit as a conversation has not yet started. </p><p><br></p><p><strong>Meta’s 24-hour customer service window - </strong>A rule enforced by Meta, in which you can send any type of message to a user within 24 hours of the users most recent message to you. Once that 24 hour window has passed (or if you are reaching out to a user first) you can only send users pre-approved message templates. These are approved by Meta. This is part of WhatsApp's ant-spam and privacy policy. </p><p><br></p><p>To send content templates to tickets not linked to a chat enable this ability using the setting 'Allow sending of Content Templates on Tickets not currently linked to a WhatsApp Chat' under the integration setup page in Halo.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjMwMGU3MTc2LTg2MDctNDlmOS05ZjAzLWE5NmMwYjM3OThlNyJ9.FJookZ_fMtgQCseJnobO9V66Sq4K_wHsu_AzATHMW68" class="fr-fic fr-fil fr-dib" width="1231" style="width: 1233px; height: 405.006px;" height="405"></p><p><strong><span style="font-size: 10pt;">Fig 14. Allow sending of Content Templates on Tickets not currently linked to a WhatsApp Chat.</span></strong></p><p><br></p><p>Once enabled add the "WhatsApp Content Template" field to the action(s) you would like to send a template. The templates available to send will then be available to choose from in the dropdown. </p><p><br></p><p><strong><span style="font-size: 12pt;">Automate the Sending of WhatsApp messages</span></strong></p><p>When using Content Templates Halo can send a message to a user via WhatsApp automatically based on a Content Template. Useful for automating the sending of order updates, appointment reminders etc. </p><p><br></p><p>To do this you will first need to ensure you have enabled the sending of Content Templates, and the sending of Content Templates on tickets not linked to a chat. You will then need to configure an action to send a fixed content template as shown in figure 15. Ensure this action is marked as a quick action, using the 'Is a Quick Action' checkbox. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFjY2QxOGRmLThhNGEtNDliNS04YmRmLTU1ZWFkMzI5NjBjNyJ9.CUHDwD__loSaJg24mlad7bz0qnPKzerGN-_KBAxxM2U" class="fr-fic fr-fil fr-dib" width="821" style="width: 823px; height: 483.768px;" height="484"></p><p><strong><span style="font-size: 10pt;">Fig 15. Quick action to send a Content Template via WhatsApp. </span></strong></p><p><br></p><p>Now you can add an automation to your workflow, which executes this action at a certain stage. </p><p><br></p><p>In the figure 16 example the action "Send Chaser on WhatsApp" will be executed automatically each day the ticket is in this workflow step. Resulting in the user being sent a WhatsApp message on a daily basis. Once the workflow has moved on the automation will stop. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImY5MGU3ZGFiLWVlZmEtNGI0Yy1iNDRkLWFhMjg0ODNmMWQwYyJ9.8sluaqf65kDFOt4R0AVuv2sbKAaW4_WktAs7RzKDRt8" class="fr-fic fr-fil fr-dib" width="625" style="width: 627px; height: 606.717px;" height="607"></p><p><strong><span style="font-size: 10pt;">Fig 16. Workflow automation to send a Content Template. </span></strong></p><p><br></p><p>For more information on workflow automations checkout: <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2355" id="isPasted" target="_blank" rel="noopener noreferrer">Workflow Automated Quick Actions</a>.</p><p><br></p><p><strong><span style="font-size: 14pt;">Receiving Messages</span></strong></p><p><strong><span style="font-size: 12pt;">Read Receipts</span></strong><span style="font-size: 12pt;"><br></span></p><p>Read receipts will show on outbound WhatsApp messages.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhMTIxNzFiLWU5NjItNDdlYy05ZjBjLTYwNGVkMGZhNTY4MSJ9.Qn1lyLmtQDmqsFHroci0Bl9lScqEbFgnfSevFqV3MgE" class="fr-fic fr-fil fr-dib" width="318" height="162"></p><p><strong><span style="font-size: 10pt;">Fig 17. Message Undelivered receipt </span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ3YjAzNTJkLWVkY2YtNDlmMy1iZjRmLWRmNjM5OGViOTUyNiJ9.V4H_gcGOViaw_TqSnL0gZ6V2G7w8nQhwKiypaIAUALo" class="fr-fic fr-fil fr-dib" width="292" height="168"></p><p><strong><span style="font-size: 10pt;">Fig 18. Message Sent receipt </span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijk4YTcxMjUxLWUzOWItNDlhNi04OWNhLTMxOWRmMjIzNWRlMCJ9.Ns9djsTxOpvKtkeFajFDFdurSoHLI5B8LJIeD7gFe9o" class="fr-fic fr-fil fr-dib" width="286" height="170"></p><p><strong><span style="font-size: 10pt;">Fig 19. Message read receipt</span></strong></p><p><br></p><p>To configure read receipts, you should add the the same endpoint URL shown in config to the Status callback URL with a type of POST in your WhatsApp Sender configuration in Twilio.</p><p><br></p><p>The specific time of delivery or when a message is read can be viewed in the action details.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImNmNGY3YTNhLWM5NGQtNDA1MC04NzgwLWNiNGE3ODMxMjIxNSJ9.a0b9ErMPli6rjdk-_aerodWxrEROVfNplOSseT7ojX8" class="fr-fic fr-fil fr-dib" width="331" height="479"></p><p><strong><span style="font-size: 10pt;">Fig 20. Action details.</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Voice Notes</span></strong></p><p><span style="font-size: 10pt;">If a user messages your WhatsApp account using a voice note, this voice note will be added to the associated ticket. </span></p><p><br></p><p><span style="font-size: 10pt;">Voice notes can be added to a ticket inline with an action. Allowing agents to listen to the voice note without needing to download the voice note. This is enabled using "Allow inbound voice notes to be shown inline on Actions" (found on the WhatsApp integration setup page in Halo). </span></p><p><br></p><p>Any voice notes received as attachments can be transcribed, useful if you would like the option to read the voice note. Checkout the section "Transcribing Voice Notes" for more information on this. </p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Restrict access to a WhatsApp Account</span></strong></p><p>You can restrict which teams can use a WhatsApp account. Useful if you have connected multiple WhatsApp accounts which should only be used by certain agents/teams. </p><p><br></p><p>To do this enable "Restrict sending from this Account to specific Teams" under the integration setup page in Halo. Once enabled, select the teams that you would like to be able to use this account. Only these teams will be able to send outgoing messages using this WhatsApp account. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI2MWVkZTMzLWVhYWQtNGM0YS04ZDc2LTE5Y2U0NjIwYjJmMCJ9.M9A-lYc1ILQ7ZzDQN8OzmVhcW8tJh6-Kv1o1n2aNm_A" class="fr-fic fr-fil fr-dib" style="width: 1230px; height: 389.823px;" width="1522" height="483"></p><p><strong><span style="font-size: 10pt;">Fig 21. Restrict which teams can use this WhatsApp account. </span></strong></p><p><br></p><p>Once set, agents will only be able to send messages using this account when the ticket is assigned to a team in the "Allowed Teams" list. </p><p><br></p><p><strong><span style="font-size: 14pt;">Message Attachments</span></strong></p><p>You can send and receive attachments between Halo and WhatsApp. </p><p><br></p><p>When sending an outgoing message from Halo an attachment can be added (dragged into) the action. This attachment will be included in the message in WhatsApp. </p><p><br></p><p>When receiving messages from WhatsApp into Halo, if an attachment is included in the message this will be received in Halo. Attachments will appear in the 'attachments' tab against the ticket.<strong><span style="font-size: 10pt;"> </span></strong></p><p><br></p><p><span style="font-size: 11pt;">Images can be pasted into the note field when replying to a WhatsApp message. Previously images would need to be uploaded to the action as attachments, now they can be pasted into the field, pasting will add the image as an attachment to the action in Halo. </span></p><p><br></p><p><span style="font-size: 14pt;"><strong>Transcribing Voice Notes</strong></span></p><p><span style="font-size: 11pt;">Voice notes received from WhatsApp can be transcribed. Useful for reviewing the ticket history so the history does not have to be listed to. </span></p><p><br></p><p><span style="font-size: 11pt;"><em><strong>Note: This functionality is only supported for the English language.</strong></em></span><strong><em><br></em></strong></p><p><br></p><p><span style="font-size: 11pt;"><em>Pre-requisites:</em></span></p><ul><li style="font-style: italic;"><span style="font-size: 11pt;"><em>Your instance must be using <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1442" id="isPasted" target="_blank" rel="noopener noreferrer"> Attachment Storage Location</a> "Amazon S3".</em><br></span></li></ul><p><strong><em>Note: Only audio files added to a ticket as an attachment can be transcribed, in line voice notes cannot be transcribed. </em></strong></p><p><br></p><p>To enable the ability to transcribe voice notes head to Configuration > Ticket General Settings and enable "Allow transcription of Audio files".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijc0ZjFiOGIyLWJjNWItNGY4Zi1iZDMwLTc4Yjk0YmY5YjczNiJ9.8YiyzWXyPOUuPz-p7yhkx0XBzYzS48hfMzyfZR4E0LA" class="fr-fic fr-fil fr-dib" width="766" style="width: 768px; height: 232.291px;" height="232"></p><p><strong><span style="font-size: 10pt;">Fig 22. Allow transcription of Audio files. </span></strong></p><p><br></p><p>Once enabled, any audio file can be transcribed by right-clicking and selecting "Transcribe Message".</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2YTY0NDhjLWU0NjMtNGQxNS04YmU2LWMyMzczOWRiOTRmYiJ9.vdJal9YyCsP2Qk0_cTC5rSWenVoRV1bc4vvuQY__RMg" class="fr-fic fr-fil fr-dib" width="450" style="width: 452px; height: 174.786px;" height="175"></p><p><strong><span style="font-size: 10pt;">Fig 23. Transcribe an audio file. </span></strong></p><p><br></p><p>Once selected the transcription will be added to the action note. Keep in mind transcription will take a few minutes to generate and be added (depending on the size of the vice note). </p><p><br></p><p><strong><span style="font-size: 14pt;">Enable Halo Integrator</span></strong></p><p>The Halo integrator can be enabled for this integration, this will run on a scheduled basis (daily) to check for any outstanding messages in Whatsapp that have not yet been processed into Halo. To enable this check 'Enable the Halo Integrator for the Twilio for WhatsApp Business integration'. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjM2NTA4YzkzLWM0NmUtNDhlYi1iMWYyLWU1YTVhZDBmZGE3YiJ9.YdY0uqq6ssGrg8n7iEdTyuntQFLdYUbWJOeUFNqYUO0" class="fr-fic fr-fil fr-dib" width="859" style="width: 861px; height: 317.773px;" height="318"></p><p><strong><span style="font-size: 10pt;">Fig 24. Enable Halo integrator for integration.</span></strong></p><p><br></p><p>This is just used as a backup to ensure any messages that are not processed by the existing webhooks are processed. </p><p><br></p><p><strong><em>Note: When messages are received using the integrator message attachments will not pull through. Additionally the user's Whatsapp name will not be visible against the action used to log the ticket. </em></strong></p>
