In this tutorial we are going to explain step by step how to integrate WOZTELL with ZOHO Cliq and thus be able to manage channels such as WhatsApp, Facebook, Instagram or the chat of your website from ZOHO Cliq.
To be able to perform this tutorial we will need:
A free or paid WOZTELL account (if you don’t have one yet you can create it here).
A ZOHO account with access to Cliq.
It is recommended to have prepared the channels you want to integrate into ZOHO Cliq in WOZTELL before starting the tutorial.
Let’s get started!
STEP 1: Enable the WOZTELL extension
We connect our ZOHO account with access to ZOHO Cliq.
Click on the following link (direct access to the extension installer):
This will open a new window asking us to access WOZTELL.
Once we access WOZTELL, we will be asked to select the organization to which we want to link the installation in the case that we have more than one as it can happen with the “Agency” plan or higher.
We will click on confirm and access another window in which we will have to accept the necessary permissions for WOZTELL to connect with the application.
After this, we will have to accept the ZOHO permissions to connect to the WOZTELL extension.
Once all the permissions have been accepted, we will access the ZOHO marketplace installer where we will be asked if we want to install the extension for the whole organization or only for a specific computer.
Once we click on install, the installation is complete!
STEP 2: configure ZOHO Cliq
To continue, and already inside ZOHO Cliq, we will click on “WIDGETS” and we will give permission to the WOZTELL extension.
Once the permissions have been updated, we will have the option to activate all the channels already enabled in our WOZTELL account.
Click on the “Not connected” button to connect the channel and have it enabled in ZOHO Cliq.
In each one of the channels that we connect, we will have to define the control team and the agent team.
The control team is the one enabled to receive the incoming conversations from the clients.
The agent team is the one enabled to be assigned to these conversations once they have been initiated.
After enabling the channels, the configuration in ZOHO Cliq would look like this:
STEP 3: manage conversations
Once the configuration is completed, we will be ready to start receiving and sending messages in the channels configured through ZOHO Cliq.
We will be able to determine the incoming channel easily thanks to the icons that appear in the upper left corner of the conversations, as well as in each of the messages.
We will know when a client talks to us or when we have answered, even if it is one of our bots that answers, it will be reflected in the conversation.
Among the features of ZOHO Cliq, we will be able to invite different agents to the conversations, since each conversation is treated as a channel, and they can interact with the client indistinctly.
Remember that in order to communicate with the client, we will have to use the command “/w” before the answer we want to give to the client. If we do not use it, then we will talk internally in the channel with the rest of the agents invited to the channel.
And with this we already have WOZTELL integrated and working with ZOHO Cliq.
We hope this small tutorial has been helpful and will help you get the most out of channels like WhatsApp, Facebook or Instagram with ZOHO Cliq.