Hi, this is Ahsan from Canadatel.net (business partner with Rocketchat). We have a customer in Pakistan and we have deployed rocketchat for their chat solution. They have a requirement with omni-channel that the agent wants to send some information to the client on WhatsApp (Let’s say an update on a request by the client) 3-4 days after the chat has been closed. Is there a way to initiate chat from the agent side? (Contacting an existing customer). Also we can create a contact manually but there seems to be no way to contact this person from the agent side.
Kindly help us in this regard.
Hey Ahsan, I’d recommend looking into the template message feature provided by WhatsApp for this use case. You can pre-define some template messages on 360Dialog and send that template message via Rocket.Chat’s template API ( reference ). For your usecase, I think you’d need to use the API endpoint method. Do note: for using the endpoint you don’t need to have a contact created on RC. Once you send out the message & Whatsapp contact replies, the app will auto-create the contact for you.
Thank you so much Murtaza i really appreciate for your kind feed back its really helpful but here is my 2nd question when i close the chat as a agent after that i couldn’t be able to reopen that chat earlier i closed is there any option to reopen that chat and send update reply to the customer after day or some days
Hey Ahsan, Sorry but it’s not possible to re-open a closed chat once and that is by design. However if you wish to send a message to the WhatsApp user after the chat is closed, then you may use the template messages APIs which I mentioned earlier. For eg, if you wish to send an update to the customer about a support ticket, then you may create a new template message and send a message like “Hey, your ticket {{ticketNo}} has been resolved”. Now once the user replies to this message, a new chat will be created on RocketChat. Also, agents serving the new chat can still access the old chat from “contact history” panel