> This is part 1 of 2 of the full documentation (pages 1–100 of 195). > The content is paginated: fetch every part to see all of it. > Next part: https://docs.ownchat.app/llms-full.txt/1 > Page index: https://docs.ownchat.app/llms.txt # Welcome to Ownchat Ownchat is an all-in-one WhatsApp business solution designed to streamline customer engagement, support, and marketing processes through automation and no-code tools.
{% hint style="success" %} **Ownchat** empowers businesses to enhance efficiency and customer satisfaction, ultimately leading to increased revenue and operational success. {% endhint %}
What is Ownchat? Ownchat is an innovative WhatsApp marketing and automation tool designed to revolutionize customer interaction and drive business growth. It serves as a comprehensive tool for businesses to manage and automate various aspects of customer communication, from inquiries to transactions, all within the WhatsApp ecosystem.
Why Choose Ownchat? * **Secure Messaging:** Your privacy is our priority. Enjoy end-to-end encryption on all your messages. * **User-Friendly Interface:** Navigate with ease through our sleek and intuitive design. * **Cross-Platform Sync:** Access your messages from any device, anytime, anywhere. * **Rich Multimedia Sharing:** Share photos, videos, voice messages, and documents effortlessly. * **Customizable Experience:** Personalize your chat experience with themes, emojis, and more. * **Customer Support:** The OwnChat team is always ready to assist you with top-notch support for any queries. Our service is our priority.
Ownchat Features Ownchat offers massive features includes the following * Automated customer query handling * Bulk broadcasting for outreach * Multi-user access capability * Built-in CRM for managing customer relationships * Create a UI form within WhatsApp using WhatsApp Flow * Product sales through WhatsApp * Integration of payment and delivery options * Proactive status updates * Insights and data analytics for informed decisions
**Ownchat Integrations**
Cover image
Used to process and manage online payments1.jpg
Used to schedule and manage appointments15.jpg
Used for customer engagement and marketing automation12.jpg
Used to manage restaurant orders and POS operations11.jpg
Used to manage customer relationships and sales data4.jpg
Used for accounting and financial management17.jpg
Used to manage delivery and order tracking within Ownchat8.jpg
Used to manage eCommerce stores and orders5.jpg
Used to manage eCommerce stores and orders10.jpg
Used to manage eCommerce stores and orders7.jpg
Used to store and automate customer data in spreadsheets3.jpg
Used to send and receive real-time data between systems6.jpg
Used to schedule and manage appointments14.jpg
Used to process and manage online payments9.jpg
Used to manage subscription-based services2.jpg
{% hint style="info" %} Shortcut key, **Ctrl + K** to quickly **search** for any features within the **Ownchat**. {% endhint %} **Begin with Ownchat** {% content-ref url="/pages/dmYh2X5t2AnIJUuU7FGw" %} [SignUp](/to-begin/signup) {% endcontent-ref %} {% content-ref url="/pages/0C4uGeW4ATa9z3dWUqIb" %} [Onboarding Process](/to-begin/onboarding-process) {% endcontent-ref %} {% content-ref url="/pages/2WbthcuAqiJFO4CLaYQs" %} [Activate Free Trial Today](/to-begin/activate-free-trial-today) {% endcontent-ref %} ## Ownchat Page Features
{% content-ref url="/pages/A7AMppG0GEm2VuMkHSwU" %} [Dashboard](/dashboard/dashboard-overview) {% endcontent-ref %} {% content-ref url="/pages/NCDDahO2CsHw4YvoMzGX" %} [Chat Screen](/chat-screen/chat-screen-conversation) {% endcontent-ref %} {% content-ref url="/pages/HaCXk8vDvVjfrAary4ub" %} [Contact Screen](/contact-screen/contact-screen-overview) {% endcontent-ref %} {% content-ref url="/pages/llgCDg1MQO9mihoAHTKD" %} [Bot](/bot/multi-channel-bot-action) {% endcontent-ref %} {% content-ref url="/pages/4dRuChP01l49juxTVMla" %} [Campaign](/campaign/navigate-and-overview-of-the-campaigns) {% endcontent-ref %} {% content-ref url="/pages/QazAgO7XwlJioFN0ymM4" %} [Commerce](/commerce/commerce-glossary) {% endcontent-ref %} {% content-ref url="/pages/oLHBYl6pxPkcgJLoQd7P" %} [Work Flows](/work-flows/navigate-and-overview-of-workflow) {% endcontent-ref %} {% content-ref url="/pages/SMYm0JfFGHEFvsUpXaMY" %} [Apps](/apps/navigation-and-overview-of-app-connection) {% endcontent-ref %} {% content-ref url="/pages/HSZYfMKgcJLp1fcIN9eg" %} [Payment Links](/payment-links/overview) {% endcontent-ref %} {% content-ref url="/pages/mtcd0On0JJddZm305aRu" %} [Ads](/ads/overview) {% endcontent-ref %} **Key elements** {% content-ref url="/pages/4IEqs0L7FIphcAF51aPv" %} [Broken mention](broken://pages/4IEqs0L7FIphcAF51aPv) {% endcontent-ref %} {% content-ref url="/pages/IqOIRCAQBUbpuzth3uTG" %} [Spreadsheet Data Preparation](/contact-screen/spreadsheet-data-preparation) {% endcontent-ref %} {% content-ref url="/pages/uolLf0OL65hpOPxvYOym" %} [Single Contact Upload](/contact-screen/single-contact-upload) {% endcontent-ref %} {% content-ref url="/pages/Wok8gwGTRZ2nolzARq4f" %} [Collection Creation](/commerce/collection-creation) {% endcontent-ref %} {% content-ref url="/pages/mxOeqdKy2Nifu4U7KZx9" %} [Catalog Products Creation](/commerce/catalog-products-creation) {% endcontent-ref %} {% hint style="info" %} To quickly find features in Ownchat, press "Ctrl + K" to access the search bar, then type keywords to locate and navigate to specific settings or options with ease. {% endhint %} # SignUp Fill in your basic details to create your account. It’s quick and easy. ## Get Started in 5 Simple Steps {% stepper %} {% step %} ### Verify Your Email Check your inbox for a verification email and follow the instructions to confirm your email address. {% endstep %} {% step %} ### Create Password Set a secure password for your account to complete your registration. {% endstep %} {% step %} ### Onboarding Complete the setup by adding your business details, selecting preferences, and choosing communication channels. {% endstep %} {% step %} ### Payment Review your plan, billing details, and proceed to activate your subscription. {% endstep %} {% step %} ### Start Chatting Log in and start messaging instantly. Connect with your contacts and explore the features that Ownchat has to offer. {% endstep %} {% endstepper %} ### 1. Signup Screen The Signup screen allows new users to create an Ownchat account.
#### Steps 1. Enter your **Name** 2. Enter your **Mobile Number** (with country code) 3. Enter your **Email Address** 4. Accept **Terms of Use** and **Privacy Policy** 5. Click **Sign Up** #### Notes * All fields are required * Use a valid mobile number and email Click **Login** if you already have an account ### 2. OTP Verification The OTP screen is used to verify your email and complete the signup process. #### Steps 1. Enter the **OTP** sent to your email 2. Click to proceed and complete signup
#### Options * Click **Resend code** if you didn’t receive the OTP #### Notes * OTP is sent to your registered email * Ensure you enter the correct code to continue ### 3. Create Password The Create Password screen allows you to set a secure password for your account. #### Steps 1. Enter your **New Password** 2. Re-enter it in **Confirm Password** 3. Click **Submit**
#### Notes * Password must be at least 8 characters * Include uppercase, lowercase, numbers, and special characters * Both fields must match ### 4. Onboarding The onboarding flow helps you set up your account and configure your workspace.
#### Welcome Screen Click **Get Started** to begin setup. #### Step 1: Account Details
* Enter **Company Name** * Enter **Website URL** * Select **Industry** * Select **Team Size** * Click **Next** #### Step 2: Regional Settings * Select **Currency** * Select **Timezone** * Click Next
#### Step 3: Details * Enter the required address details * Click Next #### Step 4: Channels Select required channels: * WhatsApp
* Instagram
* Click **Continue to Pricing** #### Step 5: Pricing
* Choose a plan **(Quarterly / Annual)** * Click **Start Free Trial** #### Navigation * Use **Next** to proceed * Use **Back** to edit previous steps * Click **Logout** to exit setup ### 5. Payment
The Payment screen shows your plan details and billing summary before completing the purchase. #### Steps 1. Review your selected **Plan** 2. Check **Pricing details** (Subtotal, Taxes, Total) 3. Click **Proceed** #### Details * Displays selected plan and billing cycle * Shows tax breakdown (CGST, SGST) * Displays final payable amount #### Notes * Free trial details are shown before payment * You won’t be charged until the trial ends (if applicable) * Click **Proceed** to continue with payment # Onboarding Process Integrate your WhatsApp number with OwnChat quickly by following steps: set up your account, choose a pricing plan, and complete the process through Facebook Business Account and 360 Dialog service. **Connect your Whastapp Number to Ownchat** To customize OwnChat for your business, follow these steps: 1. Click on "**Connect your Own Number**" option from the dashboard.
2. If a test number is accessible, click on "**Get your own number**" to continue.
3. Fill in the **account details** and Save it.
4. Select a **pricing plan.**
5. Finalize the process by clicking on "Get your own number" and complete the **payment** (including 18% GST).
6. You will be redirected to the **360 dialog** service provider website. 7. In **new tab**, open the **Facebook Business Account** website (business.facebook.com). 8. When prompted, indicate "**No**" for "**About your number**". 9. Proceed through the Facebook Business Account creation process, including entering your **legal business name**, **display name**, and selecting "**Company**". 10. Enter your **Ownchat number** when prompted for the phone number. 11. **Verify your account** by entering the **OTP** sent to your mobile number. 12. **Authorize** the connection on the Hub360 link (opened in a new tab). 13. After completing the above steps, **refresh the OwnChat website** to finalize the process. # Activate Free Trial Today # WhatsApp Onboarding The WhatsApp onboarding process in Ownchat allows you to create an account, configure your business details, and connect your WhatsApp Business API for automation. ### 1. Overview This guide covers the complete onboarding flow, including: * Account registration * Business setup * Subscription activation * WhatsApp Business API connection * Phone number verification {% embed url="" %} ### 2. Account Registration **Follow the steps below to create your Ownchat account:** 1. Click the **Sign In** button in the top-right corner
{% embed url="" %} 2. Click **Register here**
{% embed url="" %} 3. Enter your **Name** 4. Select your **Country Code** and **enter your Mobile Number**
{% embed url="" %} 5. Enter your **Email ID** {% embed url="" %} 6. Accept the **Terms of Use** and **Privacy Policy** 7. Click Sign Up
{% embed url="" %} #### OTP Verification 1. Enter the **OTP** received in your email 2. Proceed to the next step
{% embed url="" %} ### 3. Password Setup 1. Enter a password in the **New Password** field 2. Re-enter the password in the **Confirm Password** field 3. Click **Submit**
{% embed url="" %} ### 4. Welcome Screen 1. After login, the welcome screen will be displayed 2. Click **Get Started** to begin setup
{% embed url="" %} ### 5. Company Information Setup 1. Enter your **Company Details** {% embed url="" %} 2. Enter your **Website URL** 3. Click **Next**
{% embed url="" %} ### 6. Region Configuration 1. Select your preferred **Currency** (e.g., USD)
{% embed url="" %} 2. Select your **Timezone** (e.g., Asia/Singapore)
{% embed url="" %} Click **Next**
{% embed url="" %} ### 7️. Business Details 1. Enter your **Company Address**
{% embed url="" %} 1. Enter your **Tax Details** 2. Click **Next**
{% embed url="" %} ### 8. Channel Selection 1. Select the channel to automate
{% embed url="" %} 2. Choose WhatsApp
3. Click Continue to Pricing
{% embed url="" %} ### 9. Subscription Setup 1. Click **Start Free Trial**
{% embed url="" %} 2. Click **Proceed**
{% embed url="" %} #### Enter Payment Details 1. Enter your **Card Number** 2. Enter **Expiry Date (MM/YY)** 3. Enter **CVV** 4. Enter **City** 5. Enter **Address** 6. Enter **ZIP Code** 7. Click **Start Trial**
{% embed url="" %} *** ### 10. Connect WhatsApp Business API 1. Click **Connect**
{% embed url="" %} 2. Click **Login with Facebook**
{% embed url="" %} 3. Click **Continue**
{% embed url="" %} ### 11. Select Business Assets 1. Search and select your **Business portfolio**
{% embed url="" %} 2. Select your **WhatsApp Business Account** {% embed url="" %} 3. Click **Next** ### 12. Add Phone Number 1. Click **Add a New Number** {% embed url="" %} 2. Select your **Country Code** 3. Enter your **Phone Number** 4. Click **Next**
{% embed url="" %} #### Phone Number Verification 1. Enter the verification code received
{% embed url="" %} 2. Click **Confirm**
{% embed url="" %} ### 13. Complete Setup 1. Click **Finish** {% embed url="" %} ### 14. Assign Permissions 1. Click **Assign Assets**
{% embed url="" %} 2. Select **WhatsApp Accounts**
{% embed url="" %} 3. Choose the required account 4. Select **Everything** (Full access)
{% embed url="" %} 5. Click **Assign Assets**
{% embed url="" %} 6. Click **Done** ### 15. Verification Status * Pending → Number is under verification
{% embed url="" %} * Connected → Number is verified and ready to use
{% embed url="" %} ### 16. Test Connection To verify the setup: 1. Send a message (e.g., “Hi”) to the connected number 2. Confirm message delivery in Ownchat
{% embed url="" %} ### Summary The WhatsApp onboarding process enables you to: * Create your Ownchat account * Configure business and regional settings * Activate your subscription * Connect WhatsApp Business API * Verify and start using your number # Introduction to WhatsApp Channel The **WhatsApp Channel** in OwnChat allows businesses to connect their official WhatsApp number with the platform to manage customer communication, message templates, payment configurations, and account compliance. By integrating WhatsApp with OwnChat, businesses can automate conversations, manage campaigns, and interact with customers directly from a centralized dashboard. The WhatsApp Channel settings provide multiple configuration sections that help manage messaging, templates, payments, and regulatory information. {% embed url="" %} ### Accessing the WhatsApp Channel Follow these steps to access the WhatsApp Channel settings: 1. Log in to **Ownchat**. 2. Click the **Settings** icon located in the top-right corner of the dashboard. {% embed url="" %} 3. Navigate to **Channel** in the left sidebar. 4. Click **WhatsApp**. {% embed url="" %} You will be redirected to the WhatsApp configuration page where you can manage all WhatsApp-related settings. In the interface shown on **page 1**, the settings icon provides access to account preferences and system configuration options. ### WhatsApp Channel Sections The WhatsApp Channel contains several tabs used to configure and manage different aspects of WhatsApp integration. ### Accounts
{% embed url="" %} The **Accounts** section displays the connected WhatsApp business number and account information. It allows users to: * View the connected WhatsApp number * Manage account status * Configure WhatsApp channel settings This section acts as the central control point for WhatsApp integration within OwnChat. ### Templates
{% embed url="" %} The **Templates** section allows users to manage WhatsApp message templates. Message templates are required for sending proactive notifications and marketing messages through WhatsApp. From this section, users can: * View existing message templates * Create new templates * Access the **Template Library** * Monitor template approval status As shown on **page 3**, templates include details such as category, language, status, and quality score. ### Payment Configurations
{% embed url="" %} The **Payment Configurations** tab allows users to configure payment integrations associated with WhatsApp messaging. Users can create and manage payment configurations for supported payment gateways. From this section, users can: * Add new payment configurations * View available events and subscribed events * Manage connection status As illustrated on **page 4**, users can click **Add Configuration** to create a new payment setup. ### Profile
{% embed url="" %} The **Profile** section allows users to manage the WhatsApp Business profile information. This section includes details related to the WhatsApp account and business profile. Users can view and manage: * WhatsApp account information * Business profile settings * Account configuration details The Profile tab provides control over how the business identity appears in WhatsApp communications. ### Compliance Info {% embed url="" %} The **Compliance Info** section contains regulatory and customer support information related to the WhatsApp account. Users can configure: * Legal business name * Business type * Customer care contact details * Grievance officer information These details help ensure compliance with platform policies and regulatory requirements. The compliance form shown on **page 6** includes fields for grievance officer contact information and customer care details. ### Why Use the WhatsApp Channel? The WhatsApp Channel enables businesses to manage customer communication efficiently through automation and centralized messaging. Benefits include: * Managing WhatsApp conversations from one platform * Sending approved WhatsApp templates * Integrating payment configurations * Managing business profile and compliance details * Automating customer engagement Using the WhatsApp Channel in Ownchat helps businesses streamline customer communication and improve response efficiency. ### Summary The WhatsApp Channel is an essential component of Ownchat that enables businesses to connect their WhatsApp Business account and manage messaging, templates, payment configurations, and compliance settings. With these tools, businesses can efficiently automate communication and maintain professional engagement with customers through WhatsApp. *** # Accounts The **Account Settings** section allows you to configure and manage your WhatsApp account preferences, identifiers, prompts, commands, QR codes, and connection settings inside Ownchat. {% embed url="" %} ### Accessing WhatsApp Account Settings Follow the steps below to access your WhatsApp account settings: 1. Click the **Settings** icon from the navigation menu.
{% embed url="" %} 2. Select **WhatsApp** to open WhatsApp channel settings.
{% embed url="" %} You will now be redirected to the WhatsApp Account Settings screen. ### Account Overview The top section displays important WhatsApp account information and connection details. #### Quality Status View the **Quality GREEN** badge to verify that your WhatsApp account is performing optimally. {% embed url="" %} #### Business Account ID Use the **Business Account ID** field to: * View your business account identifier * Copy the account ID when required
{% embed url="" %} #### WhatsApp ID Use the **WhatsApp ID** field to: * View your WhatsApp account identifier * Copy the ID for reference purposes
{% embed url="" %} #### Reference ID The **Reference ID** is a unique identifier assigned to your WhatsApp account. {% embed url="" %} ### Catalog & Cart Settings You can enable customer shopping features directly from this section. #### Enable Catalog Toggle the **Catalog** switch to make your product catalog visible to customers.
{% embed url="" %} #### Enable Cart Toggle the **Cart** switch to allow customers to use shopping cart functionality. {% embed url="" %} #### Managing Prompts Prompts help you create predefined responses or instructions for your WhatsApp account. **Add a New Prompt** To create a new prompt: 1. Click the **Add Prompt** button
{% embed url="" %} 2. Enter the required prompt in the text field
{% embed url="" %} 3. Save the prompt **Prompt Actions** In the Prompt View section, you can: * Edit prompts * Delete prompts ### Managing Commands Commands allow you to create shortcut-based automations for your WhatsApp account. **Access Commands** 1. Open the **Commands** section 2. Click **Add Command**
{% embed url="" %} ### Create a Command To create a command: 1. Enter the command name (Example: tickets) 2. Enter the command description 3. Save the command
{% embed url="" %} ### Command Actions In the Command View section, you can: * Edit commands * Delete commands {% embed url="" %} ### QR Code Management QR codes allow customers to quickly connect with your WhatsApp account. #### Generate a QR Code To create a new QR code: 1. Click the **Add QR Code** button {% embed url="" %} 2. Enter the message that should appear after scanning 3. Click **Generate QR Code** {% embed url="" %} ### QR Code Options After generating the QR code, you can: * Click **Copy Link** to copy the QR code link
{% embed url="" %} * Click **Download** to save the QR code image
{% embed url="" %} #### Connect Using QR Code Scan the generated QR code using your mobile device to connect through WhatsApp. ### Account Connection Information The bottom section displays: * Ownchat account details * WhatsApp connection status information Use this section to monitor your account connectivity and status.
{% embed url="" %} ### Summary The WhatsApp Account Settings section helps you: * Manage WhatsApp account identifiers * Configure catalog and cart settings * Create and manage prompts * Set up command automations * Generate and download QR codes * Monitor account connection status This section provides complete control over your WhatsApp account configuration inside Ownchat. # WhatsApp Templates Templates help standardize customer communication on WhatsApp. All templates require approval before use and ensure consistent, compliant, and structured messaging. {% embed url="" %} ### Navigate to Template There are two ways to access the Template screen in OwnChat. ### Method 1: Using the Search Bar You can quickly navigate to the Template page using the global search bar available across the platform. #### Steps: 1. Locate the **Search Bar** at the top of the screen {% embed url="" %} 2. Type "**Template**" {% embed url="" %} 3. From the results, click **WhatsApp - Template** {% embed url="" %} 4. You will be redirected to the Template screen ### Method 2: Using Settings You can also access the Template page through the Settings section. #### Steps: 1. Click on **Settings** {% embed url="" %} 2. Select **WhatsApp** to open WhatsApp channel settings
{% embed url="" %} 3. Click on **Templates** {% embed url="" %} 4. You will be redirected to the Template management page #### Learn More Watch the next video to understand the **step-by-step process of creating a template.** ### Summary You can access the Template screen by: * Using the global search bar for quick navigation * Navigating through **Settings → WhatsApp → Templates** This flexibility allows you to quickly manage templates from multiple entry points within Ownchat. The Template Page allows you to manage, search, filter, and create WhatsApp message templates efficiently within the platform. ### Template Page Overview The Template Page allows you to manage, search, filter, and create WhatsApp message templates efficiently within the platform. ### Search Templates You can quickly locate specific templates using the search functionality. #### Steps: 1. Enter the template name in the **Search** field
{% embed url="" %} 2. Matching templates will be displayed instantly ### Filter by Category Templates can be filtered based on their purpose or type. **Available Categories:** * Marketing * Utility * Authentication **Steps:** 1. Click on the **Category Filter** {% embed url="" %} 2. Select the required category 3. View templates based on the selected type ### Template Status Tracking Each template displays its current approval status. Status Types: * Created * Approved * Rejected
{% embed url="" %} This helps you monitor template progress and identify any required actions. ### View Options You can switch between different layouts for better visibility and management. #### Card View * Displays templates in a visual, card-based layout * Ideal for quick browsing
{% embed url="" %} #### Table View * Displays templates in a structured table format * Useful for detailed analysis and comparison
{% embed url="" %} ### Template Library The Template Library provides access to pre-built, ready-to-use message templates. #### Steps: 1. Click the **Template Library** button
{% embed url="" %} 2. Browse through available pre-approved templates {% embed url="" %} 3. Select a template as needed ### Add New Template You can create a new WhatsApp message template directly from this page. Steps: 1. Click the **Add Template** button
{% embed url="" %} 2. You will be redirected to the template creation screen 3. Enter required details and configure the template ### Navigate Back to Template Page To return to the template management screen: Steps: 1. Click on **WhatsApp Template** {% embed url="" %} 2. You will be redirected back to the main template page ### Sync Templates The Sync feature ensures all template data is up to date. #### Steps: 1. Click the **Sync** button
{% embed url="" %} 2. The system will refresh and synchronize all template data ### Summary The Template Page helps you: * Search and filter templates efficiently * Track template approval status * Switch between different viewing formats * Access pre-built templates from the library * Create and manage new templates * Keep template data updated using sync # Creating a Standard Template The Standard Template allows you to create a basic WhatsApp message template with dynamic variables, formatting options, and approval workflow. {% embed url="" %} ### Create a New Template **Steps:** 1. Click **Add Template** to start creating a new WhatsApp template {% embed url="" %} 2. Enter a name in the **Name** field to identify your template {% embed url="" %} ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid for delivery.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * If the customer opens WhatsApp **within 3 hours**, the message will be delivered * If the customer opens WhatsApp **after 3 hours**, the message will not be **sent** ### Select Template Configuration #### Category Choose the type of template:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for promotional conversations #### Language
{% embed url="" %} Select your preferred language for the template. ### Template Type 1. Click on **Template Type** 2. Select **Standard Template**
{% embed url="" %} This option is used to create a simple text-based WhatsApp message. ### Add Variables Variables allow you to insert dynamic data into your template. #### How it works: * Variables are represented using placeholders (e.g., {{1}})
{% embed url="" %} * These placeholders are replaced with actual customer data when sending the message #### Example Use Cases: * Customer Name * Order ID * Date ### Compose Message Body Enter your message content in the **Message Body** field. #### Formatting Options: * **Bold** → Select text and click Bold
{% embed url="" %} * *Italic* → Select text and click Italic
{% embed url="" %} * ~~Strikethrough~~ → Select text and click Strikethrough
{% embed url="" %} ### Add Sample Values To ensure proper validation: **Steps:** 1. Enter sample values for each variable used in the template 2. Click **Create**
{% embed url="" %} ### Template Approval Process * Once created, the template status will be **Pending**
{% embed url="" %} * It is sent for approval to **Meta** #### Sync Template Status: 1. Click **Sync**
{% embed url="" %} 2. This will refresh and update the approval status ### Preview Template After the template is approved: Steps: 1. Click on **Message Preview** 2. View the complete formatted template with sample data
{% embed url="" %} ### Summary The Standard Template helps you: * Create WhatsApp templates with dynamic variables * Apply text formatting for better readability * Control message delivery using TTL * Submit templates for approval via **Meta** * Preview final template output before sending # Media and Interactive Templates The Media and Interactive Template allows you to create rich WhatsApp messages with media (images, videos, documents) and interactive buttons for better engagement. {% embed url="" %} ### Create a New Template **Steps:** 1. Enter a name in the **Name** field for your template {% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration #### Category Choose the appropriate category: * Marketing * Utility * Authentication Example: Select **Marketing** for promotional use cases {% embed url="" %} ### Template Type 1. Click on **Template Type** 2. Select **Media & Interactive** This enables media attachments and interactive elements in your template.
{% embed url="" %} ### Add Header (Text or Media) You can configure a header for your template. #### Option 1: Text Header * Select **Text** to add a text-based header {% embed url="" %} #### Option 2: Media Header 1. Select **Image / Video / Document** from the dropdown {% embed url="" %} 2. Click **Upload Image** (or relevant media option) {% embed url="" %} 3. Select the file using: * Checkbox selection * Or **Add Files** to upload new media 4. Click **Send Selected Files** to confirm upload {% embed url="" %} ### Compose Message Body Enter your message in the **Message Body** field. {% embed url="" %} #### Formatting Options: * **Bold** → Apply bold styling * *Italic* → Apply italic styling * ~~Strikethrough~~ → Apply strikethrough styling ### Add Footer Enter additional supporting text in the **Message Footer** field. {% embed url="" %} ### Add Interactive Buttons You can add up to 10 buttons in a single template.
{% embed url="" %} **Steps:** 1. Click **Add Button** 2. Select the button type #### Custom Button 1. Select **Custom** 2. Enter the button label {% embed url="" %} **Call-to-Action: Visit Website** 1. Select **Call to Action** → Visit Website {% embed url="" %} 2. Enter **Button Text** {% embed url="" %} 3. Enter the **URL** destination {% embed url="" %} #### Call-to-Action: Phone Number 1. Click **Add Button** → Select **Call Phone Number** {% embed url="" %} 2. Enter **Button Label** {% embed url="" %} 3. Select **Country Code** {% embed url="" %} 4. Enter the **Phone Number** {% embed url="" %} #### Enable Button Analytics * Toggle **Enable Button Analytics** to track button interactions and performance {% embed url="" %} ### Save Template **Steps:** 1. Click **Create** to save the template {% embed url="" %} 2. Enter sample values for variables (if used) 3. Click **Create** again to confirm ### Template Approval Process * The template status will be set to Pending * It will be submitted for approval to Meta
{% embed url="" %} ### Preview Template #### Steps: 1. Click on the created template
{% embed url="" %} 2. View full details and message preview
{% embed url="" %} This shows how your Media and Interactive template will appear to users. ### Summary The Media and Interactive Template helps you: * Create engaging WhatsApp messages with media content * Add headers using text, images, videos, or documents * Include interactive buttons (custom, website, phone) * Track button performance with analytics * Submit templates for approval via **Meta** Preview the final message before sending # Carousel Templates {% embed url="" %} ### Create a New Template Steps: 1. Enter a name in the **Name** field for your template {% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid. {% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration **Category** Choose the appropriate category:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for promotional campaigns ### Template Type 1. Click on **Template Type** 2. Select **Carousel**
{% embed url="" %} **Key Capabilities:** * Upload up to **10 images** * Add up to **2 buttons per carousel card** #### Add Carousel Content #### Step 1: Enter Bubble Text * Add your introductory message in the **Bubble Text** field {% embed url="" %} #### Step 2: Upload Carousel Images **Steps:** 1. Click **Upload Image** 2. Select the file using the checkbox 3. Click **Send Selected Files** to upload
{% embed url="" %} Repeat this process for each carousel card. #### Step 3: Add Message Body * Enter content in the **Message Body** field for each carousel card #### Add Interactive Buttons You can add up to **2 buttons per carousel card.** **Steps:** 1. Click **Add Button** 2. Select button type {% embed url="" %} #### 🔹 Quick Reply Buttons Quick replies allow users to respond instantly with predefined options. Steps: 1. Select **Quick Reply** {% embed url="" %} 2. Enter button label (e.g., Shop Now, Contact Us) 3. Repeat to add additional quick reply buttons #### Add Multiple Carousel Cards You can create multiple carousel sections within the same template. **Steps:** 1. Click **Add New Carousel** 2. Repeat: Upload image Enter message body Add buttons This allows you to showcase multiple items such as: * Product catalogs * Service listings * Offers or campaigns ### Save Template **Steps:** 1. Click **Create** to save the template {% embed url="" %} 2. Enter sample values for variables (if used) 3. Click **Create** again to confirm
{% embed url="" %} ### Template Approval Process * The template status will be set to **Pending** * It is submitted for approval to **Meta** ### After Approval: * The status will change to **Approved** in the Status column {% embed url="" %} ### Preview Template **Steps:** 1. Click on the created template 2. Select **Message Preview**
{% embed url="" %} 3. View the complete carousel structure This shows how each card, image, and button will appear to users. ### Summary The Carousel Template helps you: * Create rich, scrollable WhatsApp experiences * Showcase multiple products or services in one message * Add images and structured content per card * Include quick reply buttons for instant interaction * Scale up to multiple carousel cards in one template * Submit templates for approval via **Meta** * Preview the final interactive experience before sending # Limited Time Offer Templates The Limited Offer Template is designed to create urgency-driven WhatsApp messages by combining promotional content, expiration settings, and call-to-action buttons. This is ideal for time-sensitive campaigns such as discounts, flash sales, and exclusive deals. {% embed url="" %} ### Create a New Template **Steps:** 1. Enter a name in the **Name** field for your template {% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The Time To Live (TTL) defines how long the template remains valid for delivery. {% embed url="" %} **Example:** * If TTL is set to **3 hours**: * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration #### Category Choose the appropriate category:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for promotional campaigns ### Template Type 1. Click on **Template Type** 2. Select **Limited Time Offer**
{% embed url="" %} This template is specifically designed for time-bound promotional messaging. ### Add Offer Details #### Offer Text * Enter promotional content such as discounts, deals, or special offers * This text highlights the value proposition to the customer
{% embed url="" %} ### Enable Expiration You can enforce time-based urgency using expiration settings. Steps: 1. Toggle **Has Expiration** 2. Configure expiration behavior for the offer
{% embed url="" %} This ensures the message is only valid within a defined timeframe. ### Upload Media **Steps:** 1. Click **Upload Image**
{% embed url="" %} 2. Select the file using the checkbox 3. Click **Send Selected Files** to upload
{% embed url="" %} Media enhances visibility and engagement of the offer. ### Compose Message Body * Enter your message content in the **Message Body** field {% embed url="" %} * Clearly explain the offer and next action ### Add Call-to-Action Button **Steps:** 1. Enter **Button Label** (e.g., Shop Now, Claim Offer) 2. Enter the **Destination URL**
{% embed url="" %} 3. Enable **Button Analytics** to track performance {% embed url="" %} ### Save Template **Steps:** 1. Click **Create** to save the template 2. The template will be created and queued for approval
{% embed url="" %} ### Sync Template Status **Steps:** 1. Click **Sync** 2. This updates the template status based on approval from **Meta**
{% embed url="" %} ### Preview Template **Steps:** 1. Click on the created template {% embed url="" %} 2. Select **Message Preview** {% embed url="" %} 3. View the complete template structure
This preview shows how the limited-time offer will appear to users. ### Summary The Limited Offer Template helps you: * Create urgency-driven promotional campaigns * Define expiration rules for time-sensitive offers * Highlight offers using dedicated offer text * Enhance messages with media content * Drive action using CTA buttons with tracking * Sync and manage approval via **Meta** * Preview the final template before sending # Multiple Product Templates The Multiple Product Template allows you to showcase multiple products within a single WhatsApp message. This is ideal for product catalogs, collections, and promotional campaigns where users can browse multiple items at once. {% embed url="" %} ### Create a New Template Create a New Template Steps: 1. Enter a name in the **Name** field for your template
{% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The Time To Live (TTL) defines how long the template remains valid.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration #### Category Choose the appropriate category: {% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for product promotions ### Template Type 1. Click on **Template Type** 2. Select **Multiple Products**
{% embed url="" %} This template is used to display multiple products within a single message. ### Add Header Text * Enter content in the **Header Text** field
{% embed url="" %} * This acts as a title or introduction for your product showcase ### Compose Message Body * Enter your message content in the **Message Body** field {% embed url="" %} * Provide context such as offers, highlights, or instructions ### Enable Analytics * Toggle **Button Analytics** to track:
{% embed url="" %} * User interactions * Engagement metrics * Performance insights ### Save Template **Steps:** 1. Click **Create** to save your template
{% embed url="" %} 2. The template will be submitted for approval ### Sync Template Status **Steps:** 1. Click **Sync** {% embed url="" %} 2. This updates the template status based on approval from **Meta** ### Preview Template **Steps:** 1. Open the created template 2. Click **Message Preview**
{% embed url="" %} 3. View the complete template layout This preview shows how multiple products will be displayed to users. *** ### Summary The Multiple Product Template helps you: * Showcase multiple products in a single WhatsApp message * Add structured header and message content * Promote catalogs and collections effectively * Track engagement using analytics * Sync and manage approval via **Meta** * Preview the final template before sending # Catalogue Templates The Catalogue Template allows you to share a collection of products with customers through WhatsApp. This template is ideal for showcasing product catalogs and enabling users to browse items seamlessly within a conversation. {% embed url="" %} ### Create a New Template **Steps:** 1. Enter a name in the **Name** field for your template {% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration **Category** Choose the appropriate category:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for catalog promotions ### Template Type 1. Click on **Template Type** 2. Select **Catalogue** {% embed url="" %} This template is used to share product collections with customers. ### Compose Message Body * Enter your message content in the **Message Body** field {% embed url="" %} * Use this section to introduce the catalog or highlight key products #### Formatting Options: * **Bold** → Select text and apply bold formatting ### Add Variables Variables allow you to personalize messages dynamically. #### How it works: * Insert placeholders (e.g., {{1}}) into the message * These are replaced with actual values (e.g., name, order ID, date) during message delivery ### Add Footer * Enter text in the **Message Footer** field
{% embed url="" %} * Use this to add closing notes, disclaimers, or call-to-action prompts ### Enable Analytics * Toggle **Button Analytics** to track:
{% embed url="" %} * Customer interactions * Engagement metrics * Template performance ### Save Template **Steps:** 1. Click **Create** to save the template 2. Enter sample values for variables (if used) 3. Click **Create** again to confirm
{% embed url="" %} ### Sync Template Status **Steps:** 1. Click **Sync**
{% embed url="" %} 2. This updates the template status based on approval from **Meta** ### View Template & Preview **Steps:** 1. Click on the created message template
{% embed url="" %} 2. View full template details 3. Access the **Template Preview**
{% embed url="" %} This shows how the catalog message will appear to users. ### Summary The Catalogue Template helps you: * Share product collections through WhatsApp * Personalize messages using dynamic variables * Format content for better readability * Add footer messages for clarity and CTA * Track engagement using analytics * Sync and manage approval via **Meta** * Preview the final catalog message before sending # Payment Link Templates The Payment Link Template allows you to send payment requests directly to customers via WhatsApp. This template is ideal for collecting payments, confirming orders, and streamlining transaction workflows. {% embed url="" %} ### Create a New Template **Steps:** 1. Enter a name in the **Name** field for your template
{% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration **Category** Choose the appropriate category:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Utility** for payment-related communication ### Template Type
{% embed url="" %} 1. Click on **Template Type** 2. Select **Payment Link**
This template is specifically designed for sending payment requests. ### Add Header Text
{% embed url="" %} * Enter content in the **Header Text** field * This can include payment context such as invoice title or order reference ### Compose Message Body
{% embed url="" %} * Enter your message content in the **Message Body** field * Clearly explain the payment details and next steps #### Formatting Options: * Bold → Apply bold styling for emphasis ### Add Variables Variables allow you to personalize the message dynamically. #### How it works: * Use placeholders (e.g., {{1}}) * These are replaced with actual values like: * Customer Name * Order ID * Payment Amount ### Add Footer
{% embed url="" %} * Enter content in the Message Footer field * Use this for additional instructions or support details ### Save Template **Steps:**
{% embed url="" %} 1. Click **Create** to save the template 2. Enter sample values for variables (if used) 3. Click **Create** again to confirm ### Preview Template **Steps:**
{% embed url="" %} 1. Click on the created template 2. Select **Message Preview** {% embed url="" %} 3. View the complete payment message This preview shows how the payment link template will appear to customers. ### Summary The Payment Link Template helps you: * Send payment requests directly via WhatsApp * Personalize payment messages using dynamic variables * Format messages for clarity and emphasis * Guide users through payment actions efficiently Preview the final payment message before sending # Authentication (OTP) Templates The Authentication Template is used to send secure messages such as OTPs (One-Time Passwords) for user verification. This template ensures safe and time-bound communication for login, verification, and transaction authentication. {% embed url="" %} ### Create a New Template **Steps:**
{% embed url="" %} 1. Enter a name in the **Name** field for your template 2. Configure the required authentication settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the authentication message remains valid. {% embed url="" %} **Example:** * If TTL is set to **3 hours**: * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration #### Category
{% embed url="" %} 1. Click on **Category** 2. Select **Authentication** This ensures the template is used for secure verification purposes. ### Enable Security Recommendation
{% embed url="" %} * Toggle **Security Recommendation** to add an extra layer of protection * This helps improve the reliability and compliance of authentication messages ### Set Code Expiration
{% embed url="" %} * Enter the **code expiration time (in minutes)** * This defines how long the OTP or verification code remains valid Example: * If set to **5 minutes**, the OTP expires after 5 minutes ### Save Template **Steps:** 1. Click **Create**
{% embed url="" %} 2. The template will be saved and submitted for approval ### Filter Templates You can easily locate authentication templates using filters. Steps: 1. Click the **Status Dropdown** to filter by approval status 2. Select **Authentication** from the **Category Filter** {% embed url="" %} ### View Template Details **Steps:** 1. Select the **OTP Verification Code** template {% embed url="" %} 2. View complete template details ### Preview Template * Access the **Template Preview** to see how the authentication message will appear to users
{% embed url="" %} ### Summary The Authentication Template helps you: * Send secure OTP and verification messages * Configure expiration for time-sensitive codes * Enhance security using recommended settings * Filter and manage authentication templates efficiently Preview the final verification message before sending # Payment Configurations The **Payment Configuration** section allows you to connect and manage payment gateway integrations for your WhatsApp account inside Ownchat. Using this section, you can configure supported payment providers and connect payment events to automation flows. {% embed url="" %} ### Accessing Payment Configuration Follow the steps below to open the Payment Configuration section: 1. Click the **Settings** icon from the navigation menu.
{% embed url="" %} 2. Select **WhatsApp** to open WhatsApp channel settings.
{% embed url="" %} 3. Click the **Payment Configurations** tab.
{% embed url="" %} You will now be redirected to the Payment Configuration screen. ### Creating a Payment Configuration Payment configurations help you connect payment gateways with your WhatsApp account. #### Add a New Configuration To create a payment configuration: 1. Click the **Add Configuration** button
{% embed url="" %} 2. Enter the **Connection Name** in the provided text field {% embed url="" %} 2. Select your preferred **payment gateway** provider
{% embed url="" %} Supported providers include: * Razorpay * UPI * PayU 4. Enter the required configuration name
{% embed url="" %} 5. Click the **Create Connection** button {% embed url="" %} The payment gateway configuration will now be created successfully. ### Managing Payment Events After creating the payment configuration, you can view and manage payment events. #### View Available Events 1. Click the event count (Example: 2) beside the configuration
{% embed url="" %} 2. View the list of available subscribed events
{% embed url="" %} #### Event Subscription Status Once configured: * Events will be automatically created and subscribed * Connected events can be used inside automation workflows and flows ### Using Payment Events in Flows Configured payment events can be integrated into automation flows for advanced workflow management. You can: * Connect payment events to flows * Trigger automations based on payment activity * Build payment-related workflows inside Ownchat ### Summary The Payment Configuration section helps you: * Configure payment gateway integrations * Connect Razorpay, UPI, or PayU providers * Create and manage payment configurations * View subscribed payment events * Use payment events in automation flows This feature enables seamless payment integration and workflow automation within Ownchat. # Profile The **Profile Settings** section allows you to manage your WhatsApp business profile information inside Ownchat. Using this section, you can update your business image, category, address, website, and other profile details displayed to customers. {% embed url="" %} ### Accessing Profile Settings Follow the steps below to open the WhatsApp Profile section: 1. Click the **Settings** icon from the navigation menu.
{% embed url="" %} 2. Select **WhatsApp** to open WhatsApp channel settings.
{% embed url="" %} 3. Click the **Profile** tab. {% embed url="" %} You will now be redirected to the WhatsApp Profile Settings screen. ### Managing Business Profile Picture You can upload or update your business profile image from this section. #### Update Profile Picture To change the business profile picture: 1. Click the **Camera** icon 2. Upload a new business profile image 3. Save the changes
{% embed url="" %} The updated profile picture will be displayed on your WhatsApp business profile. ### Managing Business Category Business categories help customers understand the type of services your business provides. #### Edit Business Category To update the business category: 1. Click the business category field (Example: **Professional Services**)
{% embed url="" %} 2. Select the required business category
{% embed url="" %} 3. Review the business profile preview 4. Click **Save** to confirm the category selection
{% embed url="" %} ### Managing Business Address You can add or update your business location details. #### Update Address Information 1. Click the **Address** field 2. Enter or edit the business location details 3. Save the updated information
{% embed url="" %} ### Managing Website Information You can display your business website directly on your WhatsApp profile. #### Add Website URL To configure your website link: 1. Enter your business website URL in the provided field
{% embed url="" %} 2. Click the website link to verify the URL 3. Click **Save** to apply the changes The website link will now appear on your WhatsApp business profile. ### Saving Profile Changes After updating your profile information: 1. Review all business profile details
{% embed url="" %} 2. Click the **Save** button to confirm the changes {% embed url="" %} Your WhatsApp business profile information will be updated successfully. ### Business Account Designation At the bottom of the profile section, you can review the business account designation indicator associated with your WhatsApp account. This helps verify your business profile status and account information. ### Summary The WhatsApp Profile section helps you: * Upload and manage business profile pictures * Configure business categories * Update business address information * Add and verify website URLs * Review profile previews before saving * Monitor business account designation details This section ensures your WhatsApp business profile remains accurate and professional inside Ownchat. # Compliance Info The **Compliance Information** section allows you to configure and manage your business compliance details inside Ownchat. This section helps businesses maintain accurate legal and customer support information required for WhatsApp business operations and regulatory compliance. {% embed url="" %} ### Accessing Compliance Information Follow the steps below to open the Compliance Information section: 1. Click the **Settings** icon from the navigation menu. {% embed url="" %} 2. Select **WhatsApp** from the Channel menu. {% embed url="" %} 3. Click the **Compliance Info** tab.
{% embed url="" %} You will now be redirected to the Compliance Information screen. ### Business Compliance Information The Compliance Information section allows you to configure your legal business details.
{% embed url="" %} ### Legal Business Name Enter your registered business name in the **Legal Name of Business** field. {% embed url="" %} #### Business Type To select your business classification: 1. Click the **Business Type** dropdown 2. Choose the appropriate business category
{% embed url="" %} #### Company Registration Status Select **Yes** to confirm that your business is officially registered. ### Customer Care Details This section allows you to configure customer support contact information.
{% embed url="" %} #### Customer Care Email Enter the customer support email address in the provided field.
{% embed url="" %} #### Customer Care Mobile Number Enter the customer care mobile number in the Mobile Number field.
{% embed url="" %} #### Customer Care Landline Number Enter the customer support landline number in the designated field.
{% embed url="" %} ### Grievance Officer Information You can configure grievance officer details for compliance and support management. #### Grievance Officer Name Enter the grievance officer’s name in the provided text field.
{% embed url="" %} #### Grievance Officer Email Enter the grievance officer’s email address in the email field.
{% embed url="" %} #### Grievance Officer Mobile Number Enter the grievance officer’s mobile number in the designated field.
{% embed url="" %} #### Grievance Officer Landline Number Enter the grievance officer’s landline number in the provided field.
{% embed url="" %} ### Saving Compliance Information After entering all required details: 1. Review the compliance information carefully 2. Click the **Save Changes** button
{% embed url="" %} Your updated compliance information will now be saved successfully.
{% embed url="" %} ### Confirmation Message Once the changes are saved, a confirmation message will appear indicating that the business compliance information has been updated successfully. ### Summary The Compliance Information section helps you: * Configure legal business information * Define business classification details * Manage customer care contact information * Configure grievance officer details * Maintain compliance-related business records * Save and update regulatory information securely This section ensures your WhatsApp business account remains compliant and professionally configured inside Ownchat. # WhatsApp Voice Call ### Overview WhatsApp Call configuration lets you enable incoming WhatsApp voice calls and control how they are routed to your agents or teams. You can restrict calls to business hours and set routing preferences to ensure calls reach the right person. {% embed url="" %} *** ### Accessing WhatsApp Call Settings 1. Click the Settings icon in the sidebar footer. {% embed url="" %} 2. Click the Channel section. {% embed url="" %} 3. Click WhatsApp in the left menu. {% embed url="" %} 4. Click WhatsApp Calls to access voice call configuration settings. {% embed url="" %} *** ### Enabling WhatsApp Voice Calls 1. Toggle the WhatsApp Voice Calls switch to ON to enable incoming WhatsApp voice calls for customer conversations. {% embed url="" %} *** ### Syncing with Working Hours 1. Enable Sync with Working Hours to restrict incoming voice calls to your configured business hours only. {% embed url="" %} *** ### Configuring Call Routing Choose how incoming WhatsApp voice calls are routed to your team. #### Route to All Agents 1. Select All Agents to route incoming calls to your entire team. {% embed url="" %} #### Route to Specific Users 1. Select Users from the routing options. {% embed url="" %} 2. Click the dropdown and select the specific user(s) you want to assign inbound calls to. {% embed url="" %} #### Route to a Team 1. Select Team from the dropdown. {% embed url="" %} 2. Click the team dropdown and select the team(s) you want to route incoming calls to. {% embed url="" %} *** ### Ring Assigned Agent First 1. Toggle Ring Assigned Chat Agent First to ON. When enabled, if a chat is already assigned to a specific agent, incoming calls from that customer will ring that agent first before routing to others. {% embed url="" %} *** ### Summary | Setting | What It Does | | ------------------------------ | -------------------------------------------------------------- | | WhatsApp Voice Calls | Enables or disables incoming WhatsApp voice calls | | Sync with Working Hours | Restricts calls to configured business hours | | All Agents | Routes all incoming calls to the entire team | | Specific Users | Routes calls to selected individual agents | | Team | Routes calls to a selected team | | Ring Assigned Chat Agent First | Rings the already-assigned agent first for returning customers | # Call Logs ### Overview The Call Logs section provides a complete view of your organization's WhatsApp call history. You can filter calls by status and date, identify who ended each call, play call recordings, view AI-generated transcripts, and review the full call timeline. {% embed url="" %} *** ### Accessing Call Logs 1. Click the Call Logs menu option to view your organization-wide call history. {% embed url="" %} \ *** ### Filtering Call Logs #### Filter by Date 1. Click the Date Filter dropdown to select your preferred date range. {% embed url="" %} 2. Select a range (for example, Last Month) to view call logs for that period. {% embed url="" %} #### Filter by Status 1. Click the Status filter dropdown to filter call logs by their current status. {% embed url="" %} 2. Select from the following status options: * Ended — Displays only completed calls. {% embed url="" %} * Rejected — Displays only rejected calls. {% embed url="" %} * Unanswered — Displays only unanswered calls. {% embed url="" %} * All Statuses — Displays all calls regardless of status. {% embed url="" %} *** ### Understanding Call Status Each call log entry shows who ended the call: * Ended by Business — The call was ended by an Ownchat user or agent.
* Ended by User — The call was ended by the customer. {% embed url="" %} You can also view the date and time when each call was made. {% embed url="" %} *** ### Call Recordings For calls that were connected and attended by an agent, a call recording is available in the Call Logs. {% embed url="" %} 1. Locate the completed call in the logs. 2. Click the Play button to listen to the call recording. {% embed url="" %} *** ### Call Transcripts Call transcripts are generated in the language configured under OwnAI Call Transcript Language. {% embed url="" %} 1. Click the Analytics icon on a call record to view the call transcript in the selected language. {% embed url="" %} 2. Here, You can view the full conversation transcript details. {% embed url="" %} *** ### Call Timeline The Call Timeline shows the complete sequence of events for each call. 1. Click into a call record to view the Timeline. {% embed url="" %} 1. The timeline displays the following events along with their date and time: * Incoming * Accepted * Ended {% embed url="" %} *** ### Summary | Feature | What You Can Do | | --------------- | ------------------------------------------------------------------- | | Date Filter | Filter call logs by a selected date range | | Status Filter | Filter by Ended, Rejected, Unanswered, or All Statuses | | Call Status | Identify whether the call was ended by the business or the customer | | Call Recording | Play recordings for connected and attended calls | | Call Transcript | View AI-generated transcript in the configured OwnAI language | | Call Timeline | Review the full sequence of incoming, accepted, and ended events | # Call Analytics ## WhatsApp Calls (8.2.1.5.3) - Call Analytics ### Overview Call Analytics provides a summary of your WhatsApp call activity, including incoming, outgoing, and missed call counts, along with overall call performance and distribution metrics. {% embed url="" %} *** ### Accessing Call Analytics 1. Click Call Analytics to access detailed WhatsApp call metrics. {% embed url="" %} *** ### Call Count Overview The top section displays a breakdown of calls by category: | Category | Description | | -------------- | --------------------------------------------------- | | Incoming Calls | Total number of incoming calls received | | Outgoing Calls | Total number of business-initiated calls | | Not Attended | Total number of missed calls that were not attended | {% embed url="" %} *** ### Call Performance Review the Call Performance section to view: * Total number of calls across all categories. * Attended rate metrics showing the proportion of calls that were attended. {% embed url="" %} *** ### Share of Metrics Review the Share of Metrics pie chart to analyze how calls are distributed across categories and evaluate overall call performance.
{% embed url="" %} *** ### Summary | Section | What You Can View | | ------------------- | ------------------------------------------------ | | Call Count Overview | Incoming, outgoing, and not attended call totals | | Call Performance | Total calls and attended rate | | Share of Metrics | Call distribution pie chart | # Flow builder Navigation and Overview of Flow Builder ### **Feature Overview** **Flow Builder** is the visual screen-building engine inside Ownchat that allows you to design structured, multi-step WhatsApp flows. It enables you to: * Create interactive screens * Collect user inputs * Display structured content * Apply conditions and navigation logic * Publish flows directly to WhatsApp Flow Builder is used to create onboarding flows, lead capture forms, product selections, surveys, and automated user journeys. {% embed url="" %} ### Prerequisites Before using Flow Builder: * Admin or Owner access is required in the Ownchat workspace. * WhatsApp number connected to Ownchat * Required user permissions to create and publish flows No additional integrations are required unless using API-powered flows. #### How to Access the Feature **Navigation Path:** {% embed url="" %} Dashboard → Automation → Flow Builder #### Interface Overview Flow Builder consists of: **Top Tabs** {% embed url="" %} * **Screens** – Manage multiple screens in a flow * **Components** – Add UI elements * **Variables** – Store user inputs (name, phone, email, etc.) **Left Panel – Components** {% embed url="" %} Contains all UI elements you can add: * Text Components * Input Components * Selection Components Components can be dragged and dropped into a screen. **Middle Section – Live Preview** {% embed url="" %} Displays real-time mobile preview of the screen. Example preview: * Screen Title: First Screen * Heading: Welcome To Ownchat flows * Body: Let’s start building flows 😊 * Footer Button: Submit You can toggle **Live Preview** to see changes instantly. **Right Panel – Screen Structure** {% embed url="" %} Displays components added to the selected screen. For each component: * Edit * Delete * Duplicate * Drag to reorder **Top Right Actions** * **Test Flow** – Test flow in WhatsApp * **Build Flow** – Save & publish * **Add New Screen** – Create additional screens #### Step-by-Step Setup Guide **Create a New Flow** Step 1: Click **Create Flow** {% embed url="" %} \ Step 2: Enter **Flow Name** {% embed url="" %} \ Step 3: Select **Category**\ Step 4: Choose **Version**\ Step 5: Enable **API Powered** (if required)\ Step 6: Click **Create** {% embed url="" %} #### Build Your First Screen Step 1: Add a **Text Heading**\ Step 2: Add **Sub Heading**\ Step 3: Add required input or selection components\ Step 4: Add **Footer**\ Step 5: Configure actions in Footer\ Step 6: Click **Build Flow** #### Key Settings Explained **Flow Configuration** Flow Configuration defines the basic setup details required to create and manage a flow.\ These settings help organize, identify, and control how the flow functions. **Flow Name** Flow Name is the internal identifier of the flow within Ownchat.\ It helps admins easily locate and manage the flow. **Category** Category is used to group and organize flows systematically.\ It helps maintain structured flow management within the system. **Version** Version is used to track updates and revisions of a flow.\ It ensures proper control when modifying or republishing flows. **API Powered Option** API Powered enables backend integration for dynamic data handling.\ Activate this option when the flow requires external system connectivity. **Search Flow** **Overview:**\ Search helps quickly locate existing flows. **Status of Search Flow:**\ Indicates whether the flow is: * Draft * Published * Disabled ### Screen Structure Layout **Left Panel – Components** * Drag and drop UI elements * Organized by type **Middle Canvas – Preview** * Live mobile view * Shows how users will see the screen * Toggle Live Preview for real-time updates **Right Configuration Panel** * Displays components inside the selected screen * Edit, delete, duplicate * Reorder components ⚠️ **Important Rule** If you use **Rich Text**, only: * Rich Text * Footer are allowed on that screen. No other components can be added. # Display Components {% embed url="" %} **Rich Text** {% embed url="" %} Displays formatted and structured content with headings, lists, images, and tables.\ Must be used only with a Footer on the same screen. **Text Heading** {% embed url="" %} Displays the primary title of a screen.\ Used to introduce the main purpose of the screen. **Sub Heading** {% embed url="" %} Displays a secondary title below the main heading.\ Provides context or instruction before user interaction. **Text Body** {% embed url="" %} Displays detailed instructions or descriptive content.\ Used to guide users through the screen. **Text Caption** {% embed url="" %} Displays small helper or supporting text.\ Typically placed below input fields for clarification. **Image** {% embed url="" %} Displays a single visual element on the screen.\ Used for branding, product display, or illustration. **Image Carousel** {% embed url="" %} Displays multiple images in a swipeable format.\ Used when showing multiple products or visuals in one section. # Input Components {% embed url="" %} **Text Input** {% embed url="" %} Single-line field for short text entries.\ Used for names, titles, or simple responses. **Number Input** {% embed url="" %} Accepts numeric values only.\ Used for age, quantity, pricing, or count-based inputs. **Email Input** {% embed url="" %} Collects email addresses with format validation.\ Ensures accurate email data collection. **Password Input** {% embed url="" %} Secure input field with masked characters.\ Used for confidential or protected entries. **Passcode Input** {% embed url="" %} Numeric-only field for OTP or verification codes.\ Used for authentication and validation processes. **Phone Input** {% embed url="" %} Collects mobile numbers with country code support.\ Ensures standardised phone number formatting. **Text Area** {% embed url="" %} Multi-line input field for longer responses.\ Used for feedback, descriptions, or detailed messages. **Tag Input** {% embed url="" %} Allows multiple keyword-style entries in a single field.\ Used for categories, skills, or grouped inputs. **Date Picker** {% embed url="" %} Allows selection of a specific date.\ Prevents manual date entry errors. **Calendar Picker (Single)** {% embed url="" %} Displays calendar view to select one date.\ Used for booking or appointment selection. **Calendar Picker (Range)** {% embed url="" %} Allows selection of start and end dates.\ Used for travel, leave, or duration-based selections. **Document Picker** {% embed url="" %} Allows users to upload document files.\ Used for verification or document submission. **Photo Picker** {% embed url="" %} Allows users to upload image files.\ Used for profile images or product uploads. # Selection Components {% embed url="" %} **Checkbox** {% embed url="" %} Allows users to select one or multiple options.\ Used when multiple selections are allowed. **Checkbox (Color Variant)** Displays multi-select options with color styling.\ Improves visual clarity for selection. **Checkbox (Image Variant)** Displays multi-select options using images.\ Used for visual-based product or item selection. **Radio Button** {% embed url="" %} Allows selection of only one option.\ Used for exclusive decision-making. **Radio Button (Color Variant)** Displays single-select options with color styling.\ Enhances clarity for exclusive selections. **Radio Button (Image Variant)** Displays single-select options using images.\ Used for selecting one visual option such as size or product. **Dropdown** {% embed url="" %} Displays options in a compact expandable list.\ Used to save screen space while allowing selection. **Dropdown (Color Variant)** Displays dropdown options with color styling.\ Improves recognition and user interaction. **Dropdown (Image Variant)** Displays dropdown options with images.\ Used for visually guided selection. # Condition & Navigation Components {% embed url="" %} **Opt-In** {% embed url="" %} Captures user consent or agreement.\ Used for compliance and confirmation purposes. **Embedded Link** {% embed url="" %} Displays a clickable hyperlink within text.\ Used to redirect users to external or policy pages. #### **Conditional Component** **IF Condition** {% embed url="" %} Displays components dynamically based on defined logic.\ Used to personalize flow behavior based on user input. #### **Footer** {% embed url="" %} Displays the primary action buttons of a screen.\ Required to move the user to the next step in the flow. ### Example Use Case **Lead Collection Flow** Scenario:\ A business wants to collect customer details via WhatsApp. Workflow: * Screen 1: Heading + Name input + Phone input * Screen 2: Product selection (Image Radio Button) * Screen 3: Confirmation screen with Rich Text * Footer: Submit Outcome:\ User details are collected and stored in Variables. #### Common Mistakes to Avoid * Adding components on Rich Text screen * Not saving before testing * Not mapping Variables properly * Publishing without testing #### Troubleshooting **Flow not publishing** * Check required fields * Ensure Footer is configured **Components not showing** * Check IF conditions * Verify screen structure **Rich Text not allowed** * Remove other components from that screen **Inputs not saving** * Confirm variable mapping # API Configuration The **API Configuration** feature in Ownchat Flow Builder allows you to integrate external systems by making **API requests** within workflows. This enables businesses to: * Fetch external data * Send data to third-party systems * Integrate backend services (CRM, ERP, etc.) * Automate workflows based on API responses ### Overview API Configuration enables workflows to interact with external systems using configured API connections and data exchange actions.
{% embed url="" %} #### Workflow Flow Trigger Event\ ↓\ API Action (Data Exchange)\ ↓\ API Request Sent\ ↓\ Response Received\ ↓\ Success / Failure Navigation\ ↓\ Next Workflow Step ### Prerequisites #### Required Access * Ownchat account * Flow Builder access * API endpoint details #### Required API Information * API URL * Authentication details * Request/response structure ### Adding API Configuration Action #### Step 1: Add Action Open the Flow Builder. After creating the flow, you can set the API connection in the footer section of the Flow Builder. #### Step 2: Edit Action 1. Click **Edit Action** to configure API settings
{% embed url="" %} #### Step 3: Select Action Type 1. Select **data\_exchange** from the dropdown data\_exchange
{% embed url="" %} This defines the action as an API integration step. ### Configuring API Integration #### Step 1: Select or Create API Integration 1. Click the dropdown to **Select or Create API Integration**
{% embed url="" %} 2. Choose an existing configuration OR create a new one #### Step 2: Create New API Configuration 1. Click: Create New Config
{% embed url="" %} This allows you to create a new API setup. ### Managing API Connections #### Step 1: Open API Connections **Click:** API Connections
{% embed url="" %} This section is used to manage all API integrations. #### Step 2: Add New Connection **Click:** Add Connection
{% embed url="" %} #### Step 3: Enter Connection Details **Title** Enter a descriptive name: Customer API
{% embed url="" %} **URL** Enter the API endpoint:
{% embed url="" %} #### Step 4: Save Connection **Click:** Create The API connection will be saved successfully.
{% embed url="" %} #### Step 5: View Created Connections The created API connections will be listed under: API Connections
{% embed url="" %} ### Configuring API Action Details {% embed url="" %} #### Step 1: Enter API Name Enter a title for the API: Fetch API Data
{% embed url="" %} ### Configuring Success Navigation #### Step 1: Select Success Screen 1. Select a screen from the dropdown
{% embed url="" %} 2. This defines where the workflow navigates after a successful API call Example: First Screen ### Configuring Failure Navigation #### Step 1: Select Failure Screen 1. Select a screen from the dropdown
{% embed url="" %} 2. This defines what happens when the API fails Example: Sample Screen ### Adding API Data #### Step 1: Add API Data Click: Add API Data This integrates external data into the workflow.
{% embed url="" %} #### Step 2: Confirmation Message A popup will appear: API details created successfully
{% embed url="" %} #### Step 3: Select API Configuration Select the created API from the dropdown Example: Sample
{% embed url="" %} ### Saving API Configuration #### Step 1: Update Component Click: Update Component This saves all API configuration changes.
{% embed url="" %} ### Using API Response in Workflow After configuration, the API response can be used in: * Messages * Conditions * Variables Example: {{api\_response.data}} ### Adding Conditional Logic (Optional) #### Step 1: Add IF Statement 1. Click **Add Action** 2. Select **If Statement** #### Step 2: Configure Condition **Variable** api\_response.status **Data Type** String **Operator** is **Value** success Disable **Dynamic Value** if using a static condition. ### Verifying Configuration Before publishing, verify: * API connection * Endpoint URL * Success screen mapping * Failure screen mapping * API data integration ### Publishing the Workflow Click: Publish The workflow will become active. ### Testing the API Configuration **Steps** 1. Trigger the workflow 2. Verify API request execution 3. Check success navigation 4. Check failure navigation 5. Validate API response usage ### Troubleshooting #### API Not Working Possible causes: * Incorrect API URL * Connection not created * API not selected #### Navigation Not Working Check: * Success screen configuration * Failure screen configuration #### API Data Not Available Check: * API data mapping * API selection in dropdown ### Best Practices #### Use Descriptive Names Example: Customer API Integration #### Verify API Connections Always confirm the API connection is created and selected correctly. #### Configure Proper Navigation Set both success and failure screens to avoid workflow breaks. #### Test API Before Deployment Ensure the API works correctly before integrating. ### Summary The **API Configuration** feature allows workflows to integrate external systems using API connections and data exchange actions. Workflow process: 1. API connection is created 2. Data exchange action is configured 3. API request is executed 4. Response is processed 5. Workflow navigates based on success or failure This enables powerful **real-time integrations and automation in Ownchat Flow Builder.** # Zoho Booking Configuration This section explains how to configure **Zoho Booking** in Flow Builder using **Data Exchange** to fetch workspace details and display booking information dynamically. ### Overview Zoho Booking configuration enables the flow to: * Fetch available workspaces * Display booking details * Show available slots * Handle successful and failed API responses * Redirect users to the correct screen This setup is triggered when the user clicks the **Book Now** button. ### Prerequisites Before starting, ensure: * Zoho Booking connection is already created * Welcome screen is available in Flow Builder * Booking Details screen is created * Error Handler screen is created ### Open Welcome Screen 1. Navigate to **Flow Builder** 2. Open the **required flow** 3. Select **Welcome Screen** 4. Click the **Edit button** to modify the screen components
{% embed url="" %} This opens the component editor where the footer button can be configured. ### Configure Footer Button 1. Click the **Book Now** button in the footer section 2. Open the **Footer settings** 3. Under **On-click action** 4. Select: data\_exchange
{% embed url="" %} This enables API-based redirection. ### Select Existing API or Create New Configuration Under **Choose / create from created APIs:** * Select an existing API configuration\ **OR** * Click **Create New Config**
{% embed url="" %} Use **Create New Config** if this is the first setup. ### Select Application Inside **Select App:** 1. Choose **Zoho Booking** {% embed url="" %} This connects the flow action with Zoho Booking integration. ### Select Action From the available actions, select: {% embed url="" %} Fetch Workspace Available actions include: * Create Booking * Update Appointment * Get Appointment * Fetch Appointments * Reschedule Appointment * Fetch Workspace * Fetch Staff * Fetch Services * Get Available Slots * Get Booking Details For initial booking setup, always use **Fetch Workspace.** {% embed url="" %} ### Selecting Workspace API Then, click the **Get Workspaces** dropdown to select an available API endpoint.
{% embed url="" %} Next, click **Edit detail** to configure the API action settings.
{% embed url="" %} From here, enter a descriptive name for your API workspace configuration. {% embed url="" %} [
](https://app.supademo.com/demo/cmp3r2j4p014c0juzrj1zymgu?utm_source=link)After that, select **testzohobookings** from the dropdown to establish the app connection.
{% embed url="" %} ### Configuring Success Navigation In the **On Success** screen, select the **Booking Details** screen to display booking information after a successful action.
{% embed url="" %} Following this, select the **AllWorkspaces** option to configure workspace data for the API.
{% embed url="" %} After that, check the checkbox to include **AvailableSlots** in the API response.
{% embed url="" %} ### Viewing API Sample Response From here, click **View samples** to explore example configurations for this integration.
{% embed url="" %} Following this, click **Sample Response 1** to view the API response data structure.
{% embed url="" %} After that, click the **Expand all** option to view all response details. {% embed url="" %} Next up, click **Expand all** again to view the complete API response structure. Afterwards, expand the **data array** section to view and verify the complete API response structure. From here, expand the **Object** node to view the complete response structure and data. Following this, click **Copy path** to copy the response variable path for configuration.
{% embed url="" %} ### Configuring Workspace Variables Next up, enter the workspace title in the **Title** field provided.
{% embed url="" %} After that, click **Copy path** to save the API response path for later use.
{% embed url="" %} From here, enter the workspace ID value in the required field to proceed. ### Configuring Failure Navigation In **On Failed**, select the **Error Handler** screen to display a message when an error occurs, prompting the user to try again later.
{% embed url="" %} If you want to see the sample response, click **View Sample** to check the response details. {% embed url="" %} ### Workflow Execution Flow Once the customer clicks the **Book Now** footer button, the workflow uses the configured APIs to fetch the workspace data. * If the API request is successful, the workflow redirects the customer to the **Booking Details** screen. * If the API request fails, the workflow redirects the customer to the **Error Handler** screen.
{% embed url="" %} ### Error Handler Screen Afterwards, click the **Welcome Screen** dropdown to view and manage available screen options. Select the **Error Handler** screen.
{% embed url="" %} This screen displays when an error occurs, informing the user to try again later.
{% embed url="" %} ### Booking Details Screen Configuration Following this, click on **Booking Details** to configure the booking information section.
{% embed url="" %} From here, click **Edit** to modify the Booking Details section settings.
{% embed url="" %} Following this, enter the data source variable to configure the dropdown options.
{% embed url="" %} Now, click the **Edit** button to modify the Booking Details screen configuration. Next up, enable the **Additional options** checkbox to expand more configuration settings.
{% embed url="" %} ### Configuring Get Services API Then, select **dataexchange** from the dropdown menu to set the action.
{% embed url="" %} Now, select **Get Services** to choose the API configuration for this dropdown action.
{% embed url="" %} Following that, click **Edit detail** to configure the API action settings.
{% embed url="" %} After that, enter the workspace ID to configure the fetch services request properly. Afterwards, select the **AllWorkspaces** checkbox to include workspace options in your response data.
{% embed url="" %} ### Viewing Get Services Sample Response Afterwards, click the **View samples** button to review the sample API responses.
{% embed url="" %} From here, click **Sample Response 1** to view the API response data structure details.
{% embed url="" %} Afterwards, click **Object(2)** to expand the response data structure and view its contents. Following this, click **returnvalue** to expand and view the response data structure. Following this, expand the **data array** to view all available fields and properties. Next up, click on **Object(12)** to expand and view the appointment details within the sample response. Now, click on **item 0** to view the first available service in the response data. If the API condition fails, the **Error Handler** screen is automatically displayed on the customer screen.
{% embed url="" %} Following that, click the back arrow to return to the previous Fetch Services configuration screen. Following that, click the close button to exit the dropdown configuration panel. ### Configuring Select Services Dropdown Following this, click the **Edit button** to modify the **Select Services** dropdown configuration.
{% embed url="" %} Next up, enable **Additional options** to access more configuration settings for this component.
{% embed url="" %} Afterwards, select **Get Staffs** from the dropdown menu to configure the API action.
{% embed url="" %} Click **Edit Details** to view the details of the **Get Staffs API** creation. Following this, enter the **Service ID** value in the text field to proceed. {% embed url="" %} ### Configuring Staff API Success Response Following that, click **On Success** to configure the success response settings. {% embed url="" %} After successful execution, the workflow moves to the **Booking Details** screen. ### Viewing Staff API Samples From here, click **View samples** to see example staff configurations and API response data. {% embed url="" %} Next, click **Sample Response 1** to view the API response data structure. Following this, click the **View samples** button to see error handling samples. ### Completing the Booking Workflow Now, click the **Booking Details** dropdown to view and manage available screen options.
{% embed url="" %} Click on **Complete Screen.** {% embed url="" %} If the customer completes the details and booking successfully, this screen will appear. For Zoho Bookings configuration in Flow Builder, you can configure the workflow in this manner.
{% embed url="" %} ### Workflow Summary Welcome Screen\ ↓\ Book Now\ ↓\ Data Exchange\ ↓\ Fetch Workspace\ ↓\ Success → Booking Details\ Failure → Error Handler ### Expected Output After successful configuration: * User clicks **Book Now** * Workspace list is displayed * Slots are loaded * Staff and services are available * Booking details screen opens * Errors redirect properly # Instagram Onboarding {% embed url="" %} ### Instagram Automation Setup – Ownchat This document provides a complete step-by-step guide to: * Creating an Ownchat account * Configuring business details * Connecting Instagram * Accessing Instagram automation modules ### 1️. Access Ownchat & Create Account 1. Open your browser and navigate to:\ 👉 2. Click **Register here** to create a new account 3. You will be redirected to the **Ownchat Signup Page** {% embed url="" %} ### 2️. Enter Signup Details Fill in the required fields: * Enter your **Name** * Enter your **Mobile Number** (with country code) * Enter your **Email Address** After entering all details: * Check the box to agree to: * Terms of Use * Privacy Policy * Click **Sign Up** {% embed url="" %} ### 3️. Email Verification (OTP) 1. Open your email inbox 2. Click the **Ownchat notification email** 3. Copy the **OTP (One-Time Password)** 4. Enter the OTP in the verification field 5. Submit to complete verification {% embed url="" %} ### 4️. Password Setup 1. Enter your password in the **New Password** field 2. Re-enter the same password in the **Confirm Password** field 3. Click **Submit** ✅ Your account setup is now complete {% embed url="" %} ### 5️. Welcome Page * You will be redirected to the **Ownchat Welcome Page** * This page displays platform features 👉 Click **Get Started** to continue {% embed url="" %} ### 6️. Company Details Configuration Enter your business information: #### Basic Details * Company Name * Website URL #### Industry Selection * Click the **Industry dropdown** * Select your business category * Example: **Media** #### Team Size * Select from the **Employees dropdown** 👉 Click **Next** to proceed {% embed url="" %} ### 7️. Regional Configuration Set your regional preferences: * Select **Currency** → INR * Select **Timezone** → Asia/Kolkata 👉 Click **Next** {% embed url="" %} ### 8️. Additional Business Details * Enter: * Company Address * Tax Details 👉 Click **Next** to proceed {% embed url="" %} ### 9️. Channel Selection 1. Choose the channel you want to onboard 👉 For this setup: **Instagram** 2. Click **Continue To Pricing** {% embed url="" %} ### 10. Pricing Plan Selection 1. Choose billing type: * Quarterly * Annual 2. Select channel option: * WhatsApp + Instagram * OR Instagram-only (single-channel automation) 3. Choose your preferred plan {% embed url="" %} ### 1️1️. Instagram Integration #### Step 1: Start Connection * Click **Connect** Ownchat will display integration details including: * Reading Instagram comments * Replying to comments * Hiding or deleting comments * Triggering comment-based automation {% embed url="" %} #### Step 2: Connect Instagram * Click **Connect with Instagram** * You will be redirected to Instagram login {% embed url="" %} #### Step 3: Login to Instagram 1. Enter your **Username** and **Password** 2. Click **Log In** {% embed url="" %} #### Step 4: Optional Prompt * Click **Not now** to skip saving login info {% embed url="" %} #### Step 5: Grant Permissions * Click **Allow** to provide access to Ownchat {% embed url="" %} #### Step 6: Confirm Connection * Click the **checkmark icon** to confirm successful integration {% embed url="" %} ### 1️2. Access Instagram Settings There are **two ways** to access Instagram inside Ownchat: #### Method 1: * Use the **search bar** at the top * Search for Ownchat features {% embed url="" %} #### Method 2: 1. Go to **Settings** 2. Navigate to **Channels → Instagram** {% embed url="" %} ### 1️3. Instagram Module Overview #### 🔹 Accounts Tab View your Instagram account details: * Posts * Followers * Following * Profile Picture * Name * Website {% embed url="" %} #### 🔹 Templates Tab Start quickly with pre-built templates: * Send **Direct Messages (DMs)** * Trigger DMs via comments {% embed url="" %} #### 🔹 Automation Tab This is where automation is configured. You can: * Set **comment reply automation** * Configure **comment-to-DM automation** **Automation Types:** * Universal Trigger (all posts, lives, stories) * Single post automation {% embed url="" %} #### 🔹 Comments Tab Manage Instagram comments: * View all comments * Reply to comments * Manage interactions {% embed url="" %} ### 📌 Important Notes * Instagram automation works based on comment triggers * Automation can be applied across: * Posts * Reels * Live * Universal trigger enables automation for all content ### Summary Using Ownchat, you can: * Create and onboard your account * Connect Instagram easily. * Configure automation workflows * Manage comments and messages centrally This setup enables: * Faster engagement * Automated responses * Scalable Instagram interaction management # Account This document provides a complete guide to: * Accessing Instagram account settings * Viewing account details * Understanding account metrics * Analyzing automation performance * Reviewing post-level analytics {% embed url="" %} ### 1. Access Instagram Account Settings There are two ways to access the Instagram Account page. One way is to use the top search bar in Ownchat or press Ctrl + K on your keyboard Follow these steps to navigate to your Instagram account: 1. Click the **Settings icon** (top-right corner) 2. Select **Instagram** under channel settings 3. Click on the **Accounts tab** {% embed url="" %} ### 2. Instagram Account Overview Once inside the Accounts tab: * You will see your **connected Instagram account** * The account is successfully logged in with Ownchat #### Available Details * Profile Name * Profile Image * Account Description * Website Link **🌐 Website Redirection** * Click the **website link** displayed in the account section * You will be redirected to the **official website** linked to your Instagram profile {% embed url="" %} ### 3. Account Statistics You can view key Instagram metrics: * **Total Posts** – Number of posts published * **Followers** – Total followers count * **Following** – Number of accounts followed 👉 These metrics help track your account growth and reach ### 4. Analytics Time Filter You can filter analytics data based on time: 1. Click the **“Today” dropdown** 2. Select your preferred time period **Example:** * Select **Current Year** to view yearly analytics 👉 This allows flexible performance analysis across time ranges ### 5. Comment Automation Analytics This section displays automation performance metrics. **Key Metrics Available** * **Sent DMs** – Number of DMs triggered * **Active Posts** – Posts with automation enabled * **Auto Replies** – Comments replied automatically * **CTA Actions** – Button interactions * **Growth via Automation** – Followers gained * **Engagement Rate** – DM-to-button conversion 👉 As shown in the analytics cards in the dashboard (see PDF pages 9–13) {% embed url="" %} ### 6. DMs & Comment Replies Trend This chart visualizes automation performance over time. #### Metrics Representation * 🔵 **Blue** → Attempted DMs * 🟢 **Green** → Delivered DMs * 🟣 **Purple** → Public comment replies 👉 Gaps in the graph indicate: * Privacy limitations * Platform restrictions #### 📊 How to Use This Chart * Track DM delivery success * Analyze engagement trends * Identify performance drops or spikes {% embed url="" %} ### 7. Button Click Analytics **Button Clicks by Type** * Displays interaction metrics for CTA buttons * Helps measure user engagement **Button Breakdown** * Provides detailed distribution of clicks by button type * Helps identify high-performing CTAs {% embed url="" %} ### 8. Post-Level Analytics #### View Automated Posts * Scroll down to view **all automated posts** * Each post includes performance data #### View Detailed Analytics 1. Click the **Analytics icon** on a post 2. View detailed performance breakdown #### Close Analytics View * Click the **Close button** to exit the analytics modal #### Open Post in Instagram 1. Click the **Instagram icon** 2. Redirect to the actual Instagram post 👉 You can view complete post details directly on Instagram {% embed url="" %} ### 9. Search & Filter Posts * Use the **Search field** * Filter posts by title or keywords 👉 Helps quickly locate specific posts {% embed url="" %} ### 10. Top Performing Posts * View the Top Performing Posts section * Identify posts generating the highest engagement or revenue 👉 Useful for optimizing future campaigns {% embed url="" %} ### 11. Refresh Analytics * Click **Refresh Analytics** * Updates all performance metrics in real-time {% embed url="" %} ### 📌 Important Notes * Analytics are based on: * Comment automation * DM interactions * CTA engagement * Trends help identify: * Delivery success * Engagement efficiency * Automation performance ### ✅ Summary With the Instagram Account module in Ownchat, you can: * Monitor account-level metrics * Analyze automation performance * Track DM and comment engagement * Evaluate CTA effectiveness * Review post-level insights This enables: * Data-driven decision making * Improved campaign performance * Better audience engagement # Templates This document provides a complete guide to: * Accessing Instagram templates * Understanding template types * Creating Generic templates * Creating Button templates * Managing template views {% embed url="" %} ### 1️⃣ Access Instagram Template Settings There are two ways to access the Instagram Template page. One way is to use the top search bar in Ownchat or press Ctrl + K on your keyboard {% embed url="" %} Follow these steps to navigate to Instagram templates: 1. Click the **Settings icon** (top-right corner) 2. Select **Instagram** under channel settings 3. Navigate to the **Templates** tab 👉 In this section, you can: * Create messages for Direct Messages (DM) * Use comments to trigger DMs ### 2️⃣ Template Types Overview Ownchat supports two types of Instagram templates: {% embed url="" %} #### 🔹 Generic Template Supports: * Image * Title * Subtitle * Up to **3 buttons** #### 🔹 Button Template Supports: * Title * Up to **3 buttons** #### ✅ Key Advantage * No Meta approval required * Templates can be used **instantly after creation** ### 3️⃣ Template View Options {% embed url="" %} You can manage templates in different layouts: #### 🔸 Grid View (Default) * Displays templates in a compact card layout #### 🔸 Table View * Displays templates in structured rows #### 🔄 Switching Views 1. Click the **List View icon** 2. Select **Table View** to display templates in table format 3. Switch back to **Grid View** for a compact layout ### 4️⃣ Creating a Generic Template #### Step 1: Start Template Creation 1. Click **Add Template** 2. Enter the **Template Name** (e.g., “Sweet Shop Offer”) {% embed url="" %} #### Step 2: Configure Template * The account will be **automatically selected** (e.g., ieyalsolutions) * Choose **Template Type → Generic** {% embed url="" %} #### Step 3: Add Content **Title Text** * Enter the promotional title **Subtitle** * Add a supporting message {% embed url="" %} #### Step 4: Add Media 1. Upload an image 2. Click **Send Selected Files** to confirm {% embed url="" %} #### Step 5: Configure Button Action 1. Select **Action Type → Web URL** 2. Enter: * **Button Title:** “Visit our Website” * **Destination URL** {% embed url="" %} #### Step 6: Add Additional Buttons 1. Click **Add New Button** 2. Enter: * Title (e.g., “Visit Us”) * URL 👉 Maximum allowed: **3 buttons** #### Step 7: Finalize Template * Click **Create Template** ✅ Your Generic template is now created {% embed url="" %} ### 5️⃣ Creating a Button Template #### Step 1: Start Creation 1. Click **Add Template** 2. Enter the **Template Name** {% embed url="" %} #### Step 2: Select Template Type * Choose **Template Type → Button** #### Step 3: Add Content **Title Text** * Enter the main message {% embed url="" %} #### Step 4: Configure Buttons **First Button** * Enter: * Title * URL **Additional Buttons** 1. Click **Add New Button** 2. Enter: * Title * URL 👉 Maximum allowed: **3 buttons** {% embed url="" %} #### Step 5: Remove Button (Optional) * Click the Delete icon to remove any button {% embed url="" %} #### Step 6: Finalize Template * Click **Create Template** ✅ Your Button template is now created ### 6️⃣ Template Management Inside the Templates tab, you can: * View created templates * Switch between Grid and Table views * Identify template types (**Generic / Button**) * Manage and update template structure ### 📌 Important Notes * Templates can be used for: * Direct Messages (DM) * Comment-to-DM automation * **Generic templates** support media and richer layouts * **Button templates** are simpler and CTA-focused * No approval delay → **Immediate usability** ### ✅ Summary With Instagram Message Templates in Ownchat, you can: * Create reusable DM templates * Add CTA buttons to improve conversions * Use templates within automation workflows Deliver instant responses without approval delays # Automation This document provides a complete guide to: * Accessing Instagram automation settings * Setting up Universal Trigger automation * Configuring comment-based automation * Creating post-specific automation Managing and updating automation workflows {% embed url="" %} ### 1️⃣ Access Instagram Automation Settings There are two ways to access the Instagram Automation page. One way is to use the top search bar in Ownchat or press Ctrl + K on your keyboard Follow these steps to navigate to automation: 1. Click the **Settings icon** (top-right corner) 2. Select **Instagram** under channel settings 3. Click the **Automation** tab {% embed url="" %} ### 2️⃣ Setup Universal Automation (All Content) Universal automation allows you to apply automation across all Instagram content. #### Step 1: Start Setup * Click **Setup Automation** 👉 This opens the **Setup Universal Trigger** configuration panel {% embed url="" %} #### Step 2: Select Content Scope 1. Click **Content Scope → All Content** #### **Available Options:** * **All Content** – Applies automation across all content types (posts, stories, and live sessions) * **Posts Only** – Applies automation only to post comments * **Stories Only** – Applies automation only to story replies * **Live Only** – Applies automation only to live session interactions 👉 Selecting **All Content** ensures automation is triggered across all supported Instagram content types {% embed url="" %} #### Step 3: Configure Trigger Keywords * Enter keywords in the **Comment Trigger Keywords** field **Options:** * Use \* → Apply automation for **all comments** * Enter specific keywords (e.g., sample) * Remove keywords using the **remove button** * Select keywords from dropdown suggestions 👉 This defines when automation is triggered {% embed url="" %} #### Step 4: Audience Configuration * Select target audience **Options:** * Everyone * Existing Followers * Non-followers 👉 Example: Select **Everyone** to apply automation to all users {% embed url="" %} #### Step 5: Select Automation Actions Choose actions to perform when comments match trigger keywords: **🔹 Reply to Comment** * Enable **Reply to Comment** * Enter your reply message Example: Thank you for your comment! **🔹 Comment Limit** * Default limit: **500 comments** **🔹 Send Direct Message (DM)** 1. Enable **Send Direct Message** 2. Choose message type: * Text * Template 3. Select **Text** to send a custom message 4. Enter your message **Example:** Hi! How can I help you? {% embed url="" %} #### Step 6: Save Automation * Click **Setup Universal Trigger** ✅ Your universal automation is successfully created ### 3️⃣ Edit Universal Automation You can modify existing automation: * Add new trigger keywords * Example: * Add keyword → Hi * Select from dropdown * Click **Update Universal Trigger** 👉 Updated triggers will apply immediately {% embed url="" %} ### 4️⃣ View Trigger Configuration * View all configured trigger keywords * Verify which keywords activate automation {% embed url="" %} ### 5️⃣ Create Post-Specific Automation You can create automation for individual Instagram posts. #### Step 1: Start New Automation * Click **New Automation** {% embed url="" %} #### Step 2: Configure Post Automation * Click **Setup Comment Automation** {% embed url="" %} #### Step 3: Add Trigger Keywords * Enter keywords in the **Comment Trigger Keywords** field **Examples:** * Hello * How to automate? * Select keywords from dropdown suggestions {% embed url="" %} #### Step 4: Audience Selection * Select **Everyone** or a specific audience group {% embed url="" %} #### Step 5: Configure Automation Actions **🔹 Reply to Comment** * Enable **Reply to Comment** * Enter your reply message {% embed url="" %} **Example:** Thank you for your comment **🔹 Send Direct Message** {% embed url="" %} 1. Enable **Send Direct Message** 2. Select message type → **Text** 3. Enter your custom message **Example:** Hi! How can I help you? {% embed url="" %} #### Step 6: Save Automation * Click Configure Automation {% embed url="" %} ✅ Your post-level automation is successfully created ### 6️⃣ Enable / Disable Automation {% embed url="" %} You can control the status of your automation workflows: **Disable Automation** 1. Toggle the automation switch **OFF** 2. A confirmation message appears: “Comment automation has been disabled successfully.” **Enable Automation** 1. Toggle the automation switch **ON** 2. A confirmation message appears: “Comment automation has been enabled successfully.” ### 📌 Important Notes **Universal automation applies to:** * Stories * Live sessions * Posts Post-specific automation overrides universal triggers Trigger keywords define when automation is activated Using \* enables automation for all comments Automation actions include: * Comment replies * Direct Messages (DMs) ### ✅ Summary With Instagram Automation in Ownchat, you can: * Automate replies to comments * Send instant DMs based on user interactions * Apply automation across all content or specific posts * Customize triggers and audience targeting * Manage automation dynamically (enable, disable, edit) # Comments This document provides a complete guide to: * Accessing Instagram comments * Viewing and managing comments * Replying manually to comments * Deleting comments * Filtering and organizing comments {% embed url="" %} ### 1️⃣ Access Instagram Comments There are two ways to access the Instagram comment page. One way is to use the top search bar in Ownchat or press Ctrl + K on your keyboard {% embed url="" %} Follow these steps to navigate to Instagram comments: 1. Click the **Settings icon** (top-right corner) 2. Select **Instagram** under channel settings 3. Navigate to the **Comments** tab 👉 This section allows you to view and manage all Instagram comments ### 2️⃣ Posting a Comment To simulate or test a comment: 1. Click the **comment field** on a post 2. Enter a message (e.g., Hi) 3. Click **Post** 👉 This represents how a user interacts with your Instagram post ### 3️⃣ Comments Overview Inside the **Comments tab**, you can: * View all comments * Identify which post each comment belongs to * See comment content and timestamps {% embed url="" %} ### 4️⃣ View Replies (Thread Expansion) 1. Click **View Replies** on a comment 2. The reply thread will expand 👉 This allows you to: * View all responses * Track the conversation history {% embed url="" %} ### 5️⃣ Manual Reply to Comments You can respond manually to any comment: 1. Click the **Reply** button 2. Enter your message in the text field 3. Click **Post Reply** 👉 Your reply will be posted to the Instagram comment {% embed url="" %} ### 6️⃣ Delete Comments To remove a comment: 1. Click the **Delete icon** 2. Click **Yes** to confirm deletion 👉 The comment will be permanently removed from: * Ownchat * Instagram 👉 Once deleted, the comment will no longer be visible {% embed url="" %} ### 7️⃣ Comment View Options You can switch between different layouts for better visibility: #### 🔸 Table View * Click the **Table View icon** * Displays comments in structured rows #### 🔸 Card (Grid) View * Click the **Grid icon** * Displays comments in card format 👉 Choose the view that best fits your workflow {% embed url="" %} ### 8️⃣ Filter Comments You can filter comments using available options: {% embed url="" %} #### 🔹 Filter by Post 1. Click the **Saved Post dropdown** 2. Select a specific post or category #### 🔹 Filter by Date 1. Click the **Date Filter dropdown** (e.g., Last Month) 2. Select the required time range Example: * Current Week 👉 Filters comments based on the selected time period {% embed url="" %} ### 9️⃣ Chat Page Reference * Comment interactions and replies can also be viewed in the **Chat section** 👉 This helps you track conversations alongside other messages in a unified view {% embed url="" %} ### 📌 Summary With Instagram Comments in Ownchat, you can: * View and manage all comments in one place * Reply to users manually * Delete unwanted comments * Switch between different viewing layouts * Filter comments by post and date * Track conversations efficiently # Instagram Chat screen ### Overview The Instagram Chat Screen allows users to view, manage, and respond to Instagram conversations within Ownchat. Users can: * Open and read conversations * Send replies (text, emoji, templates, attachments, voice) * React to messages * View older messages * Add internal notes * Edit customer details * Invite customers to WhatsApp {% embed url="" %} ### Access Chat Screen {% embed url="" %} 1. Click the **Chat icon** in the left sidebar 2. Select a **conversation** from the list 3. The conversation will open in the chat screen #### View Conversations **Open Conversation** * Click a conversation to view full message details {% embed url="" %} **Load Older Messages** * Click Load History to fetch previous messages {% embed url="" %} ### Reply to Messages #### Reply Using Input Field 1. Click the **message input field** 2. Type your message 3. Click **Send** {% embed url="" %} #### Reply Using Reply Button 1. Click **Reply** on a message 2. Type your response 3. Click **Send** #### Send Message with Emoji 1. Click the **message input field** 2. Type your message and add emojis 3. Click **Send** {% embed url="" %} ### React to Messages 1. Click the **dropdown** next to a message 2. Click **React** 3. Select an emoji ### Use Templates 1. Click the **layout icon** 2. Select a **template** 3. Click **Next** 4. Send the template message **Note:** * The selected template is sent to the customer as a formatted message {% embed url="" %} ### Send Attachments 1. Click the **attachment icon** 2. Select a file (e.g., image) 3. Click **Send Selected Files** **Result:** * The selected file is sent to the customer in the chat {% embed url="" %} ### Send Voice Message 1. Click the **mic icon** 2. Record your message 3. Pause the recording if needed 4. Send the voice message **Result:** * The voice message is delivered in the chat {% embed url="" %} ### Add Internal Notes 1. Click the **Notes tab** 2. Enter a **note title** 3. Enter a **description** 4. Click **Post Note** **Note:** * Notes are visible only to your team * Notes appear within the chat for internal reference ### Manage Contact Details {% embed url="" %} #### Edit Contact Name 1. Click the **edit icon** 2. Update the contact name #### Update Phone Number 1. Click the **Phone field** 2. Add or edit the number #### View More Details * Click **Show More** to expand contact details #### Collapse Details Panel * Click the **collapse icon** to hide the panel ### Conversation Summary #### Expand Summary * Click **Show Details** to view conversation summary #### Collapse Summary * Click the collapse option to hide the summary ### Invite Customer to WhatsApp 1. Click the **WhatsApp icon** 2. Click **OK** to confirm **Result:** * The invite message is sent to the customer ### Key Takeaways * Access chats from the **Chat icon** * Open conversations to view messages * Use **Load History** to view older chats * Reply using input field or **Reply button** * Send messages with emojis, templates, attachments, or voice * React to messages using emojis * Add internal notes for team use * Edit and manage customer details * Expand or collapse panels as needed * Invite customers to WhatsApp directly ### Summary The Instagram Chat Screen helps users handle Instagram conversations in a structured way. It allows you to: * Manage conversations from one place * Respond using multiple formats * Maintain internal notes for context * Update customer information * Extend communication to WhatsApp This supports consistent communication and better conversation management. # Contact Merge Automation ### Overview **Contact Merge Automation** allows you to link a customer’s **Instagram account** with their **WhatsApp number.** This helps manage conversations across both channels under a single contact. {% embed url="" %} ### Accessing Merge Settings * Click the **Settings** icon * Click **Instagram** * Click **Prompt Settings** * Click **Merge Automation** {% embed url="" %} ### Enabling Manual Merge Mode
* Toggle **Manual merge mode** * Verify the **allowAutoMerge setting update notification** * Click the **Back** arrow to return to Instagram settings {% embed url="" %} ### Automation Behavior When a customer sends **"Hi"** on Instagram: * Automated response sequence begins ### Accessing Chat * Click the **Chat** icon from the sidebar * Click a conversation to open the chat thread ### Performing Manual Contact Merge #### Step 1: Open and Assign Conversation * Click the conversation message to open the chat thread * Click **Assign to myself** #### Step 2: Send WhatsApp Invite * Click the **WhatsApp icon** * Click **OK** to send the WhatsApp invite
#### Step 3: Customer Connects * Customer clicks **Connect on WhatsApp** * System automatically syncs the customer’s number
### Step 4: Verify Contact Merge You will be asked only if the Instagram merge option is turned off. Otherwise, if it is set to auto, it will merge automatically * Click the new conversation * Review the success message confirming merge completion
### Post-Merge Behavior * Instagram account and WhatsApp number are connected * Both channels are linked to the same contact * You can: * Reply via **Instagram**, or * Switch to **WhatsApp** to continue the conversation
### Important Points * Manual merge mode must be enabled before merging contacts * Automation and manual merge are separate processes * Merging is performed from the **chat thread** * Customer action is required to complete the merge * Merge is confirmed only after successful sync * Both channels are linked to a single contact after merging ### Summary * Enable manual merge from Instagram settings * Automation triggers when user sends "Hi" * Open chat and assign conversation * Send WhatsApp invite * Customer connects via WhatsApp * System merges Instagram and WhatsApp contact * Continue conversation on either channel # Instagram Automation Workflow This document provides a complete guide to how Instagram comment automation works in Ownchat and how it connects users from Instagram to WhatsApp for further engagement. ### Overview Instagram Automation Workflow enables you to: * Automatically respond to users who comment on your posts * Send instant DMs with call-to-action buttons * Redirect users to WhatsApp seamlessly * Capture leads and trigger conversations * Track user interaction across platforms {% embed url="" %} ### Workflow Summary The automation flow works as follows: 1. User comments on an Instagram post 2. Automation triggers instantly 3. User receives a DM with a WhatsApp CTA 4. User clicks and gets redirected to WhatsApp 5. User sends a code/message 6. Contact gets connected and confirmed ### Step 1: Comment Trigger
{% embed url="" %} When a user interacts with your post: * A customer **comments on an Instagram post** * The connected workflow is **automatically triggered** #### Outcome * Automation starts instantly * No manual intervention required ### Step 2: Automated Instagram DM
{% embed url="" %} Once the workflow is triggered: * A **DM is automatically sent** to the user * The DM is linked to the specific post #### DM Includes: * A predefined message * A **Call-to-Action button** (e.g., Connect on WhatsApp) ### Step 3: WhatsApp Redirection
{% embed url="" %} When the user interacts with the DM: 1. User clicks the **Connect on WhatsApp** button 2. User is redirected to WhatsApp #### Behavior * Opens WhatsApp chat instantly * Pre-fills or prompts user to send a code/message ### Step 4: Code-Based Interaction After redirection: * User sends the **code/message** on WhatsApp #### System Action * The system receives the message * Identifies the user and links them to the workflow ### Step 5: Connection Confirmation Once the user sends the code: * Contact is successfully **connected to WhatsApp** * A **confirmation/notification message** is triggered #### Outcome * User becomes a qualified lead * Conversation moves fully to WhatsApp ### End-to-End Flow Diagram Instagram Comment\ ↓\ Workflow Trigger\ ↓\ Automated DM Sent\ ↓\ User Clicks CTA\ ↓\ Redirect to WhatsApp\ ↓\ User Sends Code\ ↓\ Contact Connected\ ↓\ Confirmation Message Sent ### Workflow Components | **Component** | **Description** | | ------------- | -------------------------- | | Trigger | Instagram Comment | | Action 1 | Automated DM | | Action 2 | WhatsApp Redirection | | Input | User Code / Message | | Output | Connected WhatsApp Contact | | Final Step | Confirmation Notification | ### Key Outcome After implementing this workflow: * Instagram engagement converts into WhatsApp leads * Lead capture becomes automated * Manual follow-up is eliminated * Conversion journey becomes seamless * Cross-platform tracking is enabled # Instagram Payment Link & Tracking Guide This document provides a complete step-by-step guide to: * Sending payment links via Instagram chat * Configuring Razorpay payment integration * Enabling UPI payment links * Tracking payment transactions inside Ownchat * Viewing customer-level payment details {% embed url="" %} ### Overview With this feature, you can: * Send payment links directly inside Instagram conversations * Accept payments via Razorpay integration * Track payment status (**Created → Paid**) * Monitor payment performance across channels * Access detailed transaction history ### Step 1: Access Chat
{% embed url="" %} 1. Click the **Chat** icon in the left sidebar 2. Open the messaging dashboard 📌 The chat module allows direct customer interaction and payment sharing. ### Step 2: Select Customer Conversation
{% embed url="" %} 1. Choose a customer chat (e.g., **Dheva**) 2. Open the conversation window * You can now interact directly with the customer * Payment links can be shared within this chat 📌 The chat screen displays customer details and conversation history alongside payment options. ### Step 3: Add Payment Link
{% embed url="" %} 1. Click the **Dollar ($) icon** in the chat input area 2. This opens the **Send Payment Link dialog** ### Step 4: Configure Payment Link #### 🔹 Select Payment App 1. Click **Select App** dropdown 2. Choose **Razorpay** #### 🔹 Select Connection 1. Click **Select Connection** dropdown 2. Choose your **Ownchat Account** #### 🔹 Enter Payment Details 1. Enter **Amount** 2. Enter **Description** #### 🔹 Enable UPI Link 1. Toggle the **UPI Link switch** to enable it ### 🔹 Send Payment Link
{% embed url="" %} 1. Click **Send** 📌 The payment link is instantly generated and shared in the chat interface. ### Step 5: Verify Payment Link Sent
{% embed url="" %} * The payment link appears inside the customer chat * You can confirm successful delivery 📌 The chat preview shows the payment message along with a **“Pay Now”** option. ### Step 6: Automation Support {% embed url="" %} * Payments can also be configured through automation chatbot flows * You can track payments initiated via bot interactions 📌 Supports both **manual chat payments** and **automated workflows.** ### Step 7: Access Payment Dashboard {% embed url="" %} 1. Click the **Payment** menu icon in the left sidebar 2. Open the payment management dashboard ### Step 8: Filter by Channel
{% embed url="" %} 1. Click the **Channel dropdown** 2. Select **Instagram** * This filters payment links created via Instagram 📌 The dashboard supports filtering across multiple channels. ### Step 9: View Transactions {% embed url="" %} 1. Click the **All Transaction** tab 2. View complete payment records #### Available Details * Customer Name * Amount * Description * Source * Created At * Status * From * Payment Link ID * Reference ID #### Additional Details * You can check the **Source field** to identify the payment provider or origin * Once a payment link is generated, it appears under **Created** status * After successful payment, the status updates automatically to **Paid** * Use the **Customer Reference ID** to access detailed transaction history ### Step 10: Analyze Transaction Data {% embed url="" %} #### 🔹 Source Tracking Identify how the payment was triggered: * Chat * Bot * Workflow 📌 Helps measure performance of manual vs automated payment flows. #### 🔹 Status Tracking * **Created** → Payment link generated * **Paid** → Payment completed 📌 Status updates automatically upon successful payment. ### Step 11: View Customer-Level Details
{% embed url="" %} 1. Click on a customer name (e.g., **Dheva**) 2. You will be redirected to the chat screen * View complete conversation history * Access payment interaction context 📌 Enables seamless transition between payments and customer communication. ### Workflow Summary | **Component** | **Description** | | ------------------ | ----------------- | | Channel | Instagram | | Payment Provider | Razorpay | | Trigger | Manual Chat / Bot | | Payment Mode | UPI Link Enabled | | Tracking Dashboard | Payment Module | | Status Tracking | Created → Paid | ### Key Outcome After completing this process: * Payments can be collected directly via Instagram * Payment links are generated instantly * Transactions are fully trackable * Customer communication remains centralized * Conversion tracking becomes easier and more actionable # Webchat Overview ### Overview Webchat lets you embed a customizable chat widget on your website, allowing visitors to interact with your OwnChat assistant directly from any web page. This document covers setup, customization, configuration, and installation of the Webchat widget. {% embed url="" %} ### Accessing Webchat Settings 1. Click the **Settings** button. {% embed url="" %} 2. Click **Channel**. {% embed url="" %} 3. Click **Webchat** to open your web chat channel settings. {% embed url="" %} 4. Click **Overview** to access the main dashboard and configuration summary. {% embed url="" %} ### Visitor Analytics The Overview section includes geolocation data for your website visitors. * **Countries Distribution** — View visitor data broken down by country.
{% embed url="" %} * **States Distribution** — Explore visitor data by state.
{% embed url="" %} * **Cities Distribution** — View detailed visitor analytics by city.
{% embed url="" %} ### Step 1: Identity 1. Enter a custom internal widget name to identify your chatbot uniquely within Ownchat. {% embed url="" %} 2. Enter your bot name in the **Public Bot Name** field. This is the name visitors will see.
{% embed url="" %} ### Step 2: Branding #### Logo 1. Click the **Branding** section to expand it. {% embed url="" %} 2. Click the logo upload area to add your custom brand logo. {% embed url="" %} 3. Changes made in this section are automatically reflected in the live preview panel. {% embed url="" %} #### Background and Colors 1. Expand the Background & Colors section.
{% embed url="" %} 2. Click the color field to set your primary brand color. {% embed url="" %} 3. Click the color picker to select your preferred brand color. {% embed url="" %} 4. Click the end color picker to set the gradient ending color. {% embed url="" %} 5. Click the Text Color field to customize the text color within the chat gradient. {% embed url="" %} #### Screen Alignment 1. Click Screen Alignment to choose where the widget appears on the page.
{% embed url="" %} 2. Select Left to position the widget on the left side of the screen. {% embed url="" %} 3. Select Right to position the widget on the right side of the screen. {% embed url="" %} 4. Enter the desired horizontal spacing value in the input field to adjust the widget's position. {% embed url="" %} #### Theme Presets 1. Click **Theme Presets** to choose from predefined color schemes. {% embed url="" %} 2. Select a preset (for example, **Ocean Breeze**) to apply it to your chat widget. {% embed url="" %} 3. To change the preset later, click the dropdown and select a different theme.
{% embed url="" %} ### Step 3: Launcher Settings Launcher Settings control the appearance and behavior of the chat button visitors see on your website. 1. Click **Launcher Settings** to expand the section.
{% embed url="" %} 2. Choose a launcher type: * **Pill Launcher** — Displays a pill-shaped launcher with text instead of the default bubble icon.
{% embed url="" %} * **Robot** — Displays a robot icon as the launcher.
{% embed url="" %} 3. Enter your launcher button text in the **Text** field (for example, "Ask Ownchat"). {% embed url="" %} 4. Select your preferred launcher size from the dropdown menu. {% embed url="" %} 5. Click **Launcher Icon** to customize the bubble icon using your brand logo or chat icon. {% embed url="" %} ### Step 4: Content Click **Next** to proceed to the Content configuration step.
{% embed url="" %} #### Header Content 1. Expand the **Header Content** section. {% embed url="" %} 2. Enter your main header title in the text field.
{% embed url="" %} 3. Enter a subtitle describing how quickly the assistant typically responds.
{% embed url="" %} #### Quick Actions Quick Actions display preset buttons that visitors can tap to start a conversation. 1. Click the **Quick Actions** section to expand it.
{% embed url="" %} 2. Click **Add Action Button** to create a quick action option.
{% embed url="" %} 3. Click the dropdown menu and choose the icon that best matches your button text. {% embed url="" %} 4. Click the message icon to add quick question options. 5. Enter your custom button text for each action button. {% embed url="" %} #### Welcome Message 1. Expand the **Welcome Message** section.
{% embed url="" %} 2. Enter your greeting message in the text field.
{% embed url="" %} 3. Click **Next** to proceed to the next configuration step.
{% embed url="" %} ### Step 5: Widget Logic Widget Logic controls how the chat widget behaves after a visitor lands on your website. 1. Expand **Widget Logic.** 2. Select the greeting format: * **Text Message** — Display a text greeting.
{% embed url="" %} * **Video** — Display a video message as the greeting. 3. Set the **auto-open delay** in seconds. After a visitor lands on your page, the chat window opens automatically after the selected delay. A delay of 5–10 seconds is recommended.
{% embed url="" %} 4. Toggle **Display Active Team Members** to show team member presence status to visitors.
{% embed url="" %} 5. Toggle **Sound & Notifications** to enable browser alerts for new messages.
{% embed url="" %} 5. Enter the desired time limit in the **Active Presence Timer** field.
{% embed url="" %} *** ### Step 6: Ask for Visitor Details This section lets you collect visitor information before the chat begins. 1. Expand the **Ask for Visitor Details** section. {% embed url="" %} 2. Enable **Request Visitor Info** to ask visitors for their details before starting the chat. {% embed url="" %} 3. Select the information you want to collect: * Name * Phone Number * Email Address {% embed url="" %} 4. From the dropdown, select the action you want to perform for each selected field. {% embed url="" %} 4. Enable **Remember Returning Visitors** to recognize visitors who return to your site. {% embed url="" %} 4. Use the **Email** field as a unique identifier to identify each visitor individually. {% embed url="" %} *** ### Step 7: Security 1. In the **Security** section, paste the URL of the website where you want to display the Webchat widget. This ensures the widget appears only on the specified website. {% embed url="" %} *** ### Saving Settings 1. After completing all **settings**, click Update to save your changes. {% embed url="" %} *** ### Exporting and Installing the Widget Script 1. Click **Export Script.** {% embed url="" %} 2. Click the **JavaScript** dropdown and select your preferred programming language. 3. If you select **Python**, the code snippet is automatically converted to the Python version. {% embed url="" %} 4. Copy the generated script. {% embed url="" %} 5. Paste the script into your website before the closing \ tag to integrate the Webchat widget. ### Previewing the Webchat Widget 1. On our website's WebChat, every button can trigger a chatbot flow. This allows you to guide visitors through personalized conversations based on the button they click. {% embed url="" %} ### Summary | Step | What You Configure | | ----------------------- | ------------------------------------------------------------------- | | Identity | Internal widget name and public bot name | | Branding | Logo, colors, gradient, text color, screen alignment, theme presets | | Launcher Settings | Launcher type, icon, button text, and size | | Content | Header title, subtitle, quick actions, and welcome message | | Widget Logic | Greeting format, auto-open delay, team presence, and notifications | | Ask for Visitor Details | Visitor info collection and returning visitor recognition | | Security | Restrict widget display to a specific website URL | | Export & Install | Export the script and paste it into your website | # Visitor Info ### Overview The Visitor Info section displays customer information collected through your Webchat settings. Use it to view visitor records, filter by date, and open individual chat histories directly from this screen. {% embed url="" %} ### Prerequisite Visitor Info is populated based on the visitor details configured in your Webchat Behaviour Settings. Enabling visitor information collection in Behaviour Settings automatically redirects you to the Webchat Account tab, where collected visitor data becomes available. ### Accessing Visitor Info 1. Click the **Settings** button at the bottom of the sidebar. {% embed url="" %} 2. Click **Channel**. {% embed url="" %} 3. Click **Webchat**. {% embed url="" %} 4. Click **Visitor Info** to view the visitor data. {% embed url="" %} 5. Click **Visitor Info** to view and manage visitor identification data.
{% embed url="" %} ### Opening a Visitor Conversation 1. Locate the visitor you want to review. 2. Click the **Open Chat** button to initiate or view a conversation with the selected visitor.
{% embed url="" %} 3. View the complete chat history for that customer.
{% embed url="" %} ### Viewing Visitor Records The Visitor Info screen displays customer information collected through your configured Webchat settings.
1. Click **Visitor Info** to view the visitor data. 2. Use the **Date Filter** dropdown to adjust the timeframe of visitor records displayed.
{% embed url="" %} 3. Select **Current Year** to view visitor data for the entire year, or choose another available range.
{% embed url="" %} ### Summary | **Feature** | **What You Can Do** | | ------------ | --------------------------------------------------------- | | Visitor Info | View customer data collected through Webchat settings | | Date Filter | Filter visitor records by date range (e.g., Current Year) | | Open Chat | Open the chat history for a specific visitor | # Dashboard Overview ### Overview The Dashboard gives you a centralized view of your account activity, including wallet balance, campaign performance, channel metrics, conversation analytics, and team attendance. This document explains each section of the Dashboard and how to use it. {% embed url="" %} ### Accessing the Dashboard 1. Click the **Dashboard** icon in the left sidebar to view your account overview.
{% embed url="" %} 2. Click the **Refresh** button to sync and update the latest data counts displayed on the dashboard.
{% embed url="" %} ### Wallet The Wallet section shows your available balance and lets you fund your account. 1. View the total amount currently available in your wallet.
{% embed url="" %} 2. Click **History** to view your wallet transaction records. {% embed url="" %} 3. Select a date range from the dropdown to filter wallet history data. {% embed url="" %} #### Adding Money to Your Wallet 1. Click **Add Money** to fund your wallet account. {% embed url="" %} 2. Enter your desired top-up amount in the input field. 3. Click **Authorize and Pay Securely** to proceed with the payment. {% embed url="" %} Once the payment is completed, your wallet balance updates automatically. ### Filtering Dashboard Data by Date 1. Click the **Today** dropdown to select your preferred date filter range. 2. Select **Current Year** to view dashboard metrics for the entire year, or choose another available range.
{% embed url="" %} ### Business Impact Summary This section shows the overall effectiveness and profitability of your campaigns. * **ROI (Return on Investment):** Measures the overall effectiveness and profitability of your campaigns.
{% embed url="" %} * **Key Performance Metrics:** Includes total conversations handled, messages delivered, overall read count, and average resolution time. These metrics help you monitor engagement and measure the effectiveness of your communication workflows.
{% embed url="" %} ### Setup Progress 1. Click the **down arrow** to view Setup Progress and track the completion status of your configuration steps.
{% embed url="" %} This section shows the status of all setup steps: * Completed steps are marked in **green**. * Pending or in-progress steps are highlighted in **red** until completed.
{% embed url="" %} ### Revenue Breakdown Review the revenue breakdown chart to see how revenue is distributed across: * Campaigns * Workflows * CTWA * Portal
{% embed url="" %} ### Campaign Performance Campaign performance can be reviewed using the following metrics: * Messages sent * Delivery status * Read receipts * Delivery failures * Open rate percentage * Integration percentage
{% embed url="" %} #### Viewing Detailed Campaign Reports 1. Click **View Detailed Report** to access comprehensive campaign performance analytics. 2. This redirects you to the **Campaign Overview** tab, where you can view the **Overall Campaign Analytics** section displaying aggregated performance metrics.
{% embed url="" %} ### Channel Performance View channel performance using WhatsApp and Instagram channel metrics. 1. Click the **Dashboard** icon in the left sidebar to view the dashboard.
{% embed url="" %} 2. Click the **dropdown arrow** to expand Channel Performance details and metrics.
{% embed url="" %} #### WhatsApp Channel You can view detailed performance metrics in the WhatsApp channel card. 1. Click the **account icon** to access your profile and settings options.
{% embed url="" %} #### WhatsApp Chat Widget 1. Click the **WhatsApp chat widget** icon.
{% embed url="" %} 2. Click **Create WhatsApp Chat Widget** to set up your chat integration.
{% embed url="" %} #### WhatsApp Channel Link / QR Code 1. Click the **link icon** to generate a shareable WhatsApp channel link or QR code.
{% embed url="" %} 2. Click **Create a Custom WhatsApp Link** to generate a personalized WhatsApp URL or QR code.
{% embed url="" %} #### WhatsApp Analytics 1. Click the **analytics icon** to view detailed WhatsApp channel performance metrics.
{% embed url="" %} 2. Review the **Conversation Cost Data** chart to analyze marketing, utility, authentication, and service expenses.
{% embed url="" %} 3. Review the **Conversation Count Data** chart to view detailed conversation analytics and performance metrics.
{% embed url="" %} 3. Select **Current Month** to filter conversation data for the current month.
{% embed url="" %} 4. Review the conversation history, which includes customer name, phone number, conversation type, cost, and timestamp.
{% embed url="" %} ### Instagram Channel 1. Click the **Dashboard** icon to access the main dashboard view. 2. View the **Instagram** card to see engagement and reach metrics. 3. View the Instagram account name for easy identification.
{% embed url="" %} 4. Click the **team icon** to view account management options for Instagram. 5. View the account ID. 6. Click the **Settings** icon to navigate to the Instagram Channel tab.
{% embed url="" %} ### Conversation AI Tags Use Conversation AI Tags to view and manage conversation categorization settings. 1. Click **View AI Tags Settings** to configure your conversation tagging preferences. This navigates you to the **Conversation AI Tags** tab.
{% embed url="" %} #### Response Performance Analytics 1. Click **Response Performance Analytics** to view agent and bot performance metrics.
{% embed url="" %} #### Agent Performance 1. Explore the **Agent Performance Analysis** table to review individual agent metrics and resolution rates.
{% embed url="" %} 2. Click the **expand icon** to view detailed agent performance analytics.
{% embed url="" %} 3. View and analyze individual user response data separately.
{% embed url="" %} ### Bot Performance 1. View the **Bot Performance Analysis** section to review detailed bot activity metrics.
{% embed url="" %} 2. Click the expand icon to view detailed analytics for bot performance. 3. View and analyze individual bot responses to evaluate bot performance and user engagement.
{% embed url="" %} #### Attendance Scorecard The Attendance Scorecard section lets you monitor employee check-ins and track activity data.
{% embed url="" %} 1. Monitor personal and team attendance activity, including: * User status * Check-in time * Check-out time * Active time * Break time * Last activity * Performed actions
{% embed url="" %} 2. Click the **analytics bar chart icon** to view detailed attendance reports. 3. View the **Daily Activity Breakdown** chart, which shows active versus idle hours per day.
{% embed url="" %} ### Summary | **Section** | **What You Can Do** | | ------------------------------ | ------------------------------------------------------- | | Wallet | View balance, view history, add money | | Date Filter | Filter dashboard data by date range | | Business Impact Summary | Review ROI and key engagement metrics | | Setup Progress | Track completion of configuration steps | | Revenue Breakdown | View revenue distribution by source | | Campaign Performance | Review campaign metrics and detailed reports | | Channel Performance | View WhatsApp and Instagram metrics, widgets, and links | | Conversation AI Tags | Manage conversation tagging settings | | Response Performance Analytics | Review agent and bot performance | | Attendance Scorecard | Monitor team check-ins and activity | # Wallet Top-Up and Price History ### Overview The Wallet section lets you view your available balance, check your transaction history, and add money to your account. {% embed url="" %} ### Viewing Your Wallet Balance 1. Click the **Dashboard** icon in the left sidebar to access your main dashboard. 2. View the total amount currently available in your wallet.
{% embed url="" %} ### Viewing Wallet Transaction History 1. Click the **History** button to view your wallet transaction records. {% embed url="" %} 2. Select a date range from the dropdown to filter wallet history data.
{% embed url="" %} ### Adding Money to Your Wallet 1. Click the **Add Money** button to fund your wallet account.
{% embed url="" %} 2. Enter your desired top-up amount in the input field. {% embed url="" %} 3. Click **Authorize and Pay Securely** to proceed with the payment {% embed url="" %} Once the payment is completed successfully, your wallet balance updates automatically. ### Summary | **Step** | **Action** | | -------- | ----------------------------------------------------------------------------- | | 1 | Click Dashboard icon to view wallet balance | | 2 | Click History and select a date range to view transaction records | | 3 | Click Add Money, enter amount, and click Authorize and Pay Securely to top up | # QR Code and Whatsapp Link Creation ### Overview This feature lets you generate a shareable WhatsApp link or QR code for your Ownchat-subscribed number. Customers who use the link or scan the QR code are redirected directly to WhatsApp to start a conversation. {% embed url="" %} ### Step 1: Open the Link Generator 1. Open your Ownchat **Dashboard**. 2. Click the **link icon** to generate a shareable WhatsApp channel link or QR code.
{% embed url="" %} 3. Click **Create a Custom WhatsApp Link** to generate a personalized WhatsApp URL or QR code. {% embed url="" %} You will be redirected to the Ownchat website's **WhatsApp Link Generator** page.
{% embed url="" %} ### Step 2: Create the Link 1. Click the Create Link for Free button.
{% embed url="" %} 2. Enter your Ownchat subscribed number in the provided field. {% embed url="" %} 3. (Optional) Add a bot intent in the custom message field to generate leads and engage users through the chatbot.
{% embed url="" %} 4. Click **Generate WhatsApp Link** to create your unique messaging link. {% embed url="" %} The link and QR code will be generated and displayed. ### Step 3: Use the Link or QR Code * Link: Copy the generated link and use it to generate leads. * QR Code: Download the QR code and use it to generate leads.
{% embed url="" %} Once a customer clicks the link or scans the QR code, they are automatically redirected to WhatsApp with the number you entered. ### Summary | **Step** | **Action** | | -------- | ------------------------------------------------------------------------------------ | | 1 | Dashboard → Link icon → Create a Custom WhatsApp Link | | 2 | Click Create Link for Free, enter your number, (optionally) add a bot intent message | | 3 | Click Generate WhatsApp Link | | 4 | Copy the link or download the QR code to share with customers | # Whatsapp Chat Widget Creation ### Overview The WhatsApp Chat Widget lets you add a customizable WhatsApp chat button to your website. Visitors can click the widget to start a WhatsApp conversation with your business directly from your site. ### Step 1: Open the Widget Creator 1. Open your Ownchat **Dashboard**. 2. Click the **WhatsApp chat widget** icon.
{% embed url="" %} 3. Click **Create WhatsApp Chat Widget** to set up your chat integration.
{% embed url="" %} You will be redirected to the Ownchat website's **WhatsApp Widget for your Website** page.
{% embed url="" %} ### Step 2: Add Basic Widget Details 1. Enter your WhatsApp phone number in the field to proceed with widget customization.
{% embed url="" %} 2. Enter the logo URL in the provided field.
3. Enter your brand name in the **Name Of Your Brand** field.
{% embed url="" %} 3. Enter the subtitle for your WhatsApp widget.
{% embed url="" %} ### Step 3: Customize Widget Appearance 1. Click the **header background color** input field to select your preferred color.
{% embed url="" %} 2. To change the header text color, select **Light (White)** from the dropdown. * You can preview the header text color change immediately.
{% embed url="" %} 3. Enter your desired CTA button color code in the text field.
{% embed url="" %} 4. Enter your custom CTA button text to personalize the widget's call-to-action. {% embed url="" %} ### Step 4: Set the Welcome Message and Options 1. Enter your welcome message to customize the widget's initial greeting text.
{% embed url="" %} 2. Preview the widget chat interface as you make changes.
{% embed url="" %} 2. Enter the options you want to display. You can add up to **3 options** only.
{% embed url="" %} ### Step 5: Set Widget Position 1. Choose where the chat widget should appear on your website — either the **left side** or **right side** of the screen.
{% embed url="" %} ### Step 6: Generate the Widget Code 1. Click **Generate Widget Code** to create your customized chat widget code.
{% embed url="" %} 2. The next screen shows the chat widget installation code for your website. ### Step 7: Install or Receive the Widget Code Choose one of the following options: * **Install directly:** Copy the code and paste it before the closing \ tag on your website to display the chat widget.
{% embed url="" %} * **Edit the widget:** Click **Click here** to modify the widget settings.
{% embed url="" %} * **Receive by email:** Enter your email address, then click **Get Widget Code.** The widget code will be sent to your registered email address.
{% embed url="" %} ### Summary | **Step** | **Action** | | -------- | ------------------------------------------------------------------------- | | 1 | Dashboard → WhatsApp chat widget icon → Create WhatsApp Chat Widget | | 2 | Enter phone number, logo URL, brand name, and subtitle | | 3 | Set header background color, header text color, CTA button color and text | | 4 | Enter welcome message and up to 3 options | | 5 | Choose widget position (left or right) | | 6 | Click Generate Widget Code | | 7 | Copy and paste the code, edit settings, or email the code to yourself | # Chat Screen Conversation The Chat Screen is the central interface for managing customer conversations in OwnChat. It allows you to view chats, assign conversations, manage statuses, and interact with customers efficiently. {% embed url="" %} ### Customer Data Capture When a customer initiates a conversation: The customer name is automatically saved in both: * Chat Screen {% embed url="" %} * Contact Screen {% embed url="" %} * The **phone number** is also stored in both locations This ensures all customer details are captured and accessible instantly. ### Conversation Timer & Template Messaging * Each conversation has a **timer window** for free-form replies * Once the timer expires: * Only template messages can be sent * Hover over the timer to view tooltip details {% embed url="" %} #### Send Template Message:
{% embed url="" %} 1. Click Select Template 2. Choose the required template 3. Send it to the customer ### Open Conversation To manage or assign a conversation, it must be in an open state.
{% embed url="" %} Steps: 1. Click the **Closed Dropdown** 2. Select **Open** 3. The conversation status changes to **Active** ### Assign Conversation #### Assign to Team Member: 1. Click the **Unassigned Dropdown**
{% embed url="" %} 2. Select a team member (e.g., Sethu Meena)
{% embed url="" %} 3. The status updates to **In Progress** 4. A system message confirms the assignment
{% embed url="" %} #### Reassign Conversation: 1. Click another user (e.g., Poornima Marimuthu) 2. The conversation is reassigned
{% embed url="" %} Status changes can now be updated ### Conversation Options #### Access More Options: 1. Click the **Dropdown Arrow** on the contact {% embed url="" %} 2. View additional actions ### Close Conversation **Steps:** 1. Click **Close**
{% embed url="" %} 2. The conversation status is updated to **Closed** 3. The chat is automatically **unassigned**
{% embed url="" %} ### Assign to Bot You can automate conversations using bots. **Steps:** 1. Click the **Bot Tab** {% embed url="" %} 2. Select a bot (e.g., Impermation Bot) {% embed url="" %} 3. Assign the conversation
**Notes:** * Changes are visible internally * Customers will not see backend assignment actions * Status automatically updates to In Progress
{% embed url="" %} ### Assign to Yourself #### Steps: 1. Click **Assign to Myself** {% embed url="" %} 2. You take ownership of the conversation ### Return to Inbox * Click Close to conclude the conversation * The chat will return to the Inbox
{% embed url="" %} ### Conversation Filters You can filter conversations based on their status. #### Available Filters: * **All** * Displays all conversations {% embed url="" %} * **Open** * Displays active conversations * Shows count of open chats {% embed url="" %} * **In Progress** * Displays assigned and ongoing conversations * Shows count
{% embed url="" %} * **Closed** * Displays completed conversations * Shows count
{% embed url="" %} ### Summary The Chat Screen helps you: * Automatically capture customer details * Manage conversations with status control * Send template messages after session expiry * Assign conversations to team members or bots * Reassign and track ownership * Filter chats based on status (All, Open, In Progress, Closed) * Maintain organized and efficient communication workflows # 24 Hours Conversation History {% embed url="" %} Tracks the active WhatsApp messaging window between the business and the customer. * Displays a real-time conversation timer inside the Chat Screen. * Shows the duration of the current session based on WhatsApp’s 24-hour messaging rule. * Conversations can be initiated by: * The customer * The business (using an approved template) * During the active 24-hour window: * Free-form messages can be sent {% embed url="" %} * After the 24-hour window expires: * Only approved templates can be sent * Free-form messaging is restricted * A new 24-hour window starts when the customer sends a new message. # Rich Message Composer ### Overview The **Rich Message Composer** is the message input section inside the Chat Screen used to reply and interact with customers. {% embed url="" %} It enables users to: * Reply to chats * Send templates * Share products * Send media and attachments * Add emojis and message formatting * Record audio messages * Create and send payment links * Add internal chat notes and mentions This feature supports **structured communication** and **internal collaboration** within a conversation. ### How to Access #### Navigation Path Dashboard → Inbox → Open Conversation → Message Composer (Bottom of Chat Window) {% embed url="" %} The Rich Message Composer is located at the bottom of the chat screen.
{% embed url="" %} ### Interface Overview The Rich Message Composer includes: * Text input field * Formatting options **(Bold, Italic, Strikethrough)** * Emoji support * Attachment option (Images, Videos, Documents) * Product sharing option * Template selection * Audio recorder (bottom-right corner) * Payment link option (last option in input field) * Notes section (internal use) ### Sending a Reply Step 1: Open a conversation {% embed url="" %} \ Step 2: Type your message in the input field\ Step 3: (Optional) Apply formatting or add emojis\ Step 4: Click **Send** ### Message Formatting After typing text: Step 1: Select the text\ Step 2: Choose formatting option **Available formats:** **Bold**\ Highlights important text.\ Customers receive bold text in WhatsApp. **Italic**\ Emphasizes selected words.\ Customers receive italicised text. **Strikethrough**\ Used for corrections or price reductions.\ Customers see text with strikethrough formatting. ### Sending Products #### Steps Click the **Product** option {% embed url="" %} \ Drag & drop or choose a product {% embed url="" %} Click **Send**\ This allows sharing product details directly in chat. ### Creating Orders from Chat After selecting products, follow these steps to create an order:\ Click the Orders tab to view and manage customer orders {% embed url="" %} \ Click **Create** to add a new order {% embed url="" %} \ Click **Add Address** to specify the delivery location {% embed url="" %} \ Select the saved address using the checkbox {% embed url="" %} \ Click **Save** to confirm address details
{% embed url="" %} [
](https://app.supademo.com/demo/cmoiavryn026dz10jqfvjzwqa?utm_source=link)Click **Add Products** to include items {% embed url="" %} \ Click **Checkout** to proceed {% embed url="" %} Click **Create Orders** to finalize the order\ The created order will be visible inside the chat screen
{% embed url="" %} ### Sending Templates Used when: Customer has not initiated a conversation\ 24-hour messaging window is closed #### Step 1: Click Template {% embed url="" %} #### Step 2: Select an approved template {% embed url="" %} #### [
](https://app.supademo.com/demo/cmoib457401mhx70jsnrypq22?utm_source=link)Step 3: Click Send {% embed url="" %} #### Sending Attachments You can send: * Images * Videos * Documents Step 1: Click Attachment {% embed url="" %} \ Step 2: Select file from PC or media source {% embed url="" %} \ Step 3: Click Send {% embed url="" %} #### Using Emojis Step 1: Click emoji icon {% embed url="" %} \ Step 2: Select emoji\ Step 3: Send message Emojis improve clarity and engagement in conversations. #### Audio Recorder The Audio Recorder is located at the bottom-right corner of the input field. Step 1: Click the audio recorder icon\ Step 2: Record your message\ Step 3: Send the audio message Used when typing is not practical. ### Payment Link The Payment Link option is located as the last option in the input field. It allows sending secure payment links directly within chat. #### Payment Link Configuration Before sending payment links, configure the workflow: Step 1: Set up Workflow Message\ Step 2: Subscribe to **Payment Create Event** from App Connection\ Step 3: Create a new workflow based on this app and event\ Step 4: Configure **Send Payment Action** * Select WA Payments or Razorpay → Create Payments **Define Payment Settings** * Generate random order ID from API * Set expiry time * Add description (variable or hardcoded) * Enable/Disable Catalog as required * Select payment type: Dynamic or Static If **Dynamic**, pass: * Product item key * Name key * Quantity key * Price key Step 5: Click Create to save configuration #### Creating Payment Link from Chat Screen Step 1: Open Chat Screen\ Step 2: Click Payment Link option {% embed url="" %} \ Step 3: Select Payment Connected {% embed url="" %} \ Step 4: Choose the connection\ Step 5: Enter amount and description\ Step 6: (Optional) Enable UPI link\ Step 7: Click Create {% embed url="" %} The payment link is generated and sent to the customer. ### Chat Notes **Chat Notes (Per Chat)** * Recorded for each conversation {% embed url="" %} * Include date and time * Show creator identity * Used for updates and reference {% embed url="" %} These notes improve transparency and accountability. **Notes (Organization-Level)** Users can create notes about customers that are visible to all organization users. This supports team collaboration and consistent communication. **Mentions in Notes** Step 1: Type @username inside note\ Step 2: Select team member Mentioned notes appear under **Mentions** in Manage Chats. {% embed url="" %} This ensures team members receive visibility and follow up when required. {% embed url="" %} #### Important Notes * Notes are internal and not visible to customers. * Message formatting is delivered exactly as formatted in WhatsApp. * Payment links require prior workflow configuration. * Templates must be pre-approved before sending. # Snooze, Hide Details, Show Details, Search Message ### Overview This section covers four conversation management tools available inside the Chat Screen: * **Search Message** – Find specific messages within a chat * **Snooze** – Set reminders for follow-up * **Hide Details** – Expand chat window for focused view * **Show Details** – Minimize chat window to view contact information These tools help users manage conversations efficiently and avoid missing follow-ups {% embed url="" %} If you want to view captions, you can enable the 'CC' option at the bottom of the video screen. ### How to Access the Feature Navigation Path: Dashboard → Inbox → Open Conversation All features are available inside the Chat Screen interface. **Glossaries:**
Search Message Message assignment in Ownchat involves designating particular users or bots to handle specific chat conversations, ensuring clear ownership and responsibility for each interaction within the platform. This feature allows for efficient task distribution and ensures that customer inquiries or issues are addressed promptly and effectively.
Snooze When you open a chat window in Ownchat, you'll immediately see all relevant customer information displayed for easy reference and effective communication.
Hide Details The conversation timer in OwnChat shows the ongoing chat session's duration, offering real-time insights for efficient time management. Conversations can be initiated by users or businesses, supporting various communication methods like marketing, utility, or authentication, adapting to diverse scenarios and preferences.
Show Details The Open rate in Ownchat refers to the percentage of messages or conversations that have been viewed or opened by recipients. This metric is used to gauge the effectiveness of communication and engagement within the platform.
### Search Message The Search feature allows users to find specific messages within a conversation using keywords. It helps quickly locate information without manually scrolling through the chat history. #### How It Works Step 1: Click the **Search Icon** 🔍 in the top-right corner of the chat screen {% embed url="" %} \ Step 2: Enter a keyword in the search input field {% embed url="" %} \ Step 3: The system scans the conversation\ Step 4: All matching messages appear in the center panel\ Step 5: Click a result to jump directly to that message {% embed url="" %} ### Snooze The Snooze feature allows users to set reminders for follow-up actions in a conversation. When a reminder is set, a note is automatically created and triggered at the scheduled time. #### How It Works Step 1: Click the **Snooze Icon ⏰** in the top-right corner of the chat window {% embed url="" %} \ Step 2: Select the date and time {% embed url="" %} \ Step 3: Save the reminder What happens next: * A note is created automatically * At the scheduled time, the reminder appears {% embed url="" %} * You can review and continue the conversation {% embed url="" %} This helps ensure follow-ups are not missed. ### Hide Details Hide Details expands the chat window to full screen. It provides a focused view of the conversation without distraction. #### How It Works Step 1: Click the **Hide Details** option\ Step 2: The chat window expands to full screen Use this when you need a detailed and immersive chat view. ### Show Details Show Details shrinks the chat window to the corner of the screen. It allows users to view and manage contact-related information alongside the conversation. #### How It Works Step 1: Click the **Show Details** option\ Step 2: The chat window reduces in size You can then access: * Contact details * Tags * Notes * Open rates ### Important Notes * Search works only within the current conversation. * Snooze reminders create automatic internal notes. * Hide and Show Details affect only the user interface view. * These actions are internal and not visible to customers. # Block, Unblock, Tags, User Details This section explains how to manage customer access and organize contacts using block/unblock actions and tags within the Chat Screen. ### Overview This section covers customer management controls available inside the Chat Screen: * **Block / Unblock Contact** – Control whether a customer can send messages * **Tags** – Segment and categorize customers * **User Details** – View customer information within the chat These features help manage communication, organize contacts, and maintain structured customer handling. ### How to Access the Feature Navigation Path: Dashboard → Inbox → Open Conversation Block/Unblock, Tags, and User Details are accessible within the Chat Screen. {% embed url="" %} ### Block a Contact Blocking a contact prevents them from initiating or continuing conversations. #### Steps: 1. Click the **Block** button
{% embed url="" %} 1. Click **Yes** to confirm
{% embed url="" %} The selected contact will be blocked and cannot interact further. ### Unblock a Contact You can restore access for a previously blocked contact. #### Steps: 1. Click **Unblock** Customer
{% embed url="" %} 1. Click **Yes** to confirm
{% embed url="" %} The contact will now be able to interact again. ### Add Tags to Contact Tags help you categorize and organize customer conversations for better tracking and segmentation. **Steps:** 1. Click **Add Tags**
{% embed url="" %} 2. Select or enter relevant tags
{% embed url="" %} 2. Click **Save Tags** Tags will be applied to the selected contact. ### View More Tags If a contact has multiple tags: **Steps:** 1. Click **Show More**
{% embed url="" %} 2. View the complete list of assigned tags ### Remove Tags You can remove tags from a contact when they are no longer relevant. #### Steps: 1. Locate the tag 2. Click the (×) icon next to the tag name
{% embed url="" %} The tag will be removed instantly. ### Navigate Back **Steps:** 1. Click the **Back Arrow** Return to the previous chat view ### User Details **Overview** User Details displays customer information within the Chat Screen. This allows users to view contact information while managing conversations. **What You Can Access** Inside User Details: * Customer information * Assigned tags * Associated notes This supports better context and informed communication. {% embed url="" %} ### **Important Notes** * Blocking restricts incoming messages from the customer. * Unblocking restores communication. * Tags are used for segmentation and campaign targeting. * User details are visible internally and help improve workflow. # Team Inbox The **Team Inbox** in OwnChat allows you to manage all customer conversations, track team performance, and organize communication efficiently through filters, analytics, and custom views. {% embed url="" %} ### 1. Accessing Team Inbox Follow the steps below to access the messaging interface:
{% embed url="" %} 1. Click the **Chat** icon in the left sidebar 2. Open **Team Inbox** to view and manage all team conversations
{% embed url="" %} ### 2. Understanding Inbox Sections #### My Inbox * View all incoming messages * Track total message count * Manage assigned conversations {% embed url="" %} #### Conversation Filters You can filter conversations using the dropdown:
{% embed url="" %} * **All** – View all conversations * **Open** – Conversations awaiting response * **In Progress** – Ongoing conversations * **Closed** – Completed conversation * **Unread** – Messages not yet viewed * **Bot** – Bot-handled conversations #### Mentions
{% embed url="" %} * View messages where you are tagged * Use filters to refine mentions: * **All** – All mentions across workspace ### 3. Conversation Filtering & Status Management #### Status-Based Filtering
{% embed url="" %} Click the dropdown filter Select: * **All** * **Open** * **In Progress** * **Closed** #### Advanced Filtering Use **Status Filter dropdown** to refine results * Combine filters with: * Date * User * Tags ### 4. Analytics Dashboard {% embed url="" %} Click **Analytics** to view performance insights. #### Key Insights Available {% embed url="" %} * Conversation metrics overview * Team performance tracking * Response time analysis * Chat activity monitoring **Data Table** * **User Response Data** shows individual performance **Date Filtering**
{% embed url="" %} 1. Click **Today** dropdown 2. Select: * Today * Current Week * Last Month ### 5. Conversation View & History #### Viewing Conversations
{% embed url="" %} 1. Click **Conversation** 2. Select **All Conversation** tab 3. Apply filters if needed #### Filtering Options * Status (Open / Closed) * Date range * User-specific responses #### Viewing History
{% embed url="" %} 1. Click the **History icon** 2. View complete conversation records ### Opening Chat
{% embed url="" %} 1. Click the **Chat icon** 2. View customer chat screen 3. Check customer status column ### 6. Conversation Grouping & Details #### Group Conversations
{% embed url="" %} * Click **Conversation Group** tab * Select a user (e.g., Swathi) #### View Details
{% embed url="" %} 1. Click **View Conversation** 2. Review message history #### Close Panel * Click overlay area to close user details panel ### 7. Bulk Actions on Conversations {% embed url="" %} #### Select Conversations
{% embed url="" %} * Use checkbox to select users **Available Actions**
{% embed url="" %} * Update assignee Change status using **Update Status** ### 8. Date & Status Filtering (Advanced) #### Date Filter 1. Click date dropdown 2. Select required range
{% embed url="" %} #### Status Filter * Open * In Progress * Closed ### 9. Team-Based Inbox Navigation #### My Team {% embed url="" %} * View team conversations * Collaborate internally #### Team Selection
{% embed url="" %} * Marketing Team → View conversations * Developer Team → Access team inbox #### Inbox View
{% embed url="" %} * View unassigned conversations * Manage incoming messages #### Private & Public Views **Private Section**
{% embed url="" %} * Manage personal conversations **Create Private View**
{% embed url="" %} 1. Click **+ icon** 2. Enter view name 3. Click **Add Filter** 4. Apply filters: * Inbox Status * Tags (e.g., Interested) 5. Click **Save View** #### Delete Private View
{% embed url="" %} 1. Select view 2. Click **Delete** 3. Confirm with **Yes** #### Public Section * Access shared team views
{% embed url="" %} #### Create Public View
{% embed url="" %} 1. Click + icon 2. Enter view name
{% embed url="" %} 1. Click Add Filter 2. Select: * Tags * Filter type 5. Click **Save View** #### Delete Public View
1. Click **ellipsis (⋯)** 2. Select **Delete** 3. Confirm with **Yes** ### 11. Additional Controls #### View Toggle * Switch between:
{% embed url="" %} * **Table View** * **Chat View** #### Conversation Actions * Access more options using **ellipsis menu (⋯)** * Delete conversations if required ### Summary The Team Inbox enables you to: * Manage all customer conversations centrally * Filter conversations by status, date, and user * Monitor team performance through analytics * Organize chats using private and public views * Perform bulk actions efficiently Track complete conversation history # Group ### Overview WhatsApp Group lets you create and manage WhatsApp groups for your customers directly from OwnChat. You can add selected customers, send messages, templates, and campaigns, and manage group conversations from one place. WhatsApp Groups support up to 8 members per group and are suited for VIP customers, event-based communication, and targeted outreach. {% embed url="" %} *** ### Accessing WhatsApp Groups 1. Click the All dropdown in your team inbox to filter and view conversations. {% embed url="" %} 2. Click WhatsApp Group feature allows you to create and manage customer groups directly from Ownchat.\ You can add selected customers to a group and manage group conversations, messages, templates, and campaigns from Ownchat.\ WhatsApp Groups can be used for: * VIP customers * Selected customers * Events * Targeted communication 3. Each group can have up to 8 members. {% embed url="" %} ### Create a WhatsApp Group 1. Click Add New Group. {% embed url="" %} 2. Enter the group name in the Subject field. {% embed url="" %} 3. Enter the group description in the text area. {% embed url="" %} 4. Review the Invite Link preview.
{% embed url="" %} 5. Select the required join setting: * Approval Required – Customers must send a join request before they can join the group. * Auto Approve – Customers who use the invite link are automatically added to the group.
{% embed url="" %} 6. Click Create Group.
{% embed url="" %} The new WhatsApp group is created with the configured settings. Note: The join approval setting must be configured while creating the group. It cannot be changed after the group is created. ### Share the Group Invite Link After creating the group, you can share its invite link with customers. 1. Open the required group. {% embed url="" %} 2. Click Copy to copy the invite link. {% embed url="" %} 3. Share the invite link with customers through: * Ownchat conversations * Your regular WhatsApp number * Other communication channels You can also send the group invite link directly through an Ownchat customer conversation. {% embed url="" %} ### Reset the Invite Link If you need to invalidate a previously shared invite link: 1. Open the required WhatsApp group. 2. Click Reset Link. 3. Confirm the reset if prompted. {% embed url="" %} After resetting the link, all previously shared invite links become invalid. Customers must use the new invite link to join the group. ### Manage Join Requests When Approval Required is enabled: 1. A customer uses the group invite link. 2. The customer sends a join request instead of joining directly. {% embed url="" %} 3. Group admins receive the join request notification. 4. An admin can Approve or Reject the request. {% embed url="" %} When Auto Approve is enabled, customers using the invite link are automatically added to the group without admin approval. {% embed url="" %} ### Remove a Customer To remove a customer from the group: 1. Open the required WhatsApp group. 2. Locate the customer. 3. Click Remove. {% embed url="" %} Once a customer is removed, they cannot rejoin the same group using the same invite link. Resetting the group invite link does not allow the removed customer to rejoin the same group. ### Pin Messages You can pin up to 3 messages in a WhatsApp group. To pin a message: 1. Open the group conversation. 2. Select the message. 3. Click Pin Message. {% embed url="" %} 4. Choose how long the message should remain pinned. 5. Click Pin Message to confirm. Note: A maximum of 3 messages can be pinned in a group.
{% embed url="" %} ### Manage Group Settings 1. Open the required WhatsApp group. 2. Click the group profile header. 3. View or manage the available group details and settings. 4. Click Save Settings to apply configuration changes. {% embed url="" %} ### Delete a WhatsApp Group To permanently remove a group: 1. Open the required WhatsApp group. 2. Click Delete. 3. Click Delete Group to confirm the deletion. {% embed url="" %} The group is permanently removed after confirmation. ### Summary | Feature | What You Can Do | | ------------- | --------------------------------------------------------------- | | Create Group | Set subject, description, and join approval setting | | Join Approval | Choose Approval Required or Auto Approve (set at creation only) | | Invite Link | Copy and share the link; reset to invalidate old links | | Remove Member | Remove a customer from the group permanently | | Pin Messages | Pin up to 3 messages per group for easy reference | | Save Settings | Apply configuration changes to the group | | Delete Group | Permanently remove the group | # Contact Screen Overview The Contact screen provides a centralized location to view and manage customer contact data inside OwnChat. It allows users to: * View all customer contacts * Monitor customer growth trends * Filter contacts based on time and source * Analyze customer acquisition data {% embed url="" %} ### 1. Navigation to Contact Screen Follow the steps below to access the Contact screen: 1. Log in to OwnChat 2. Go to the left sidebar navigation 3. Click **Contacts** {% embed url="" %} 4. Select a contact to view full customer details You will be redirected to the Contact screen dashboard. ### Overview of the Contact Screen The Contact screen contains customer data, analytics, and filtering tools to help you manage contacts efficiently. **Key Sections Available** * Contact list * Contact analytics summary * Date filters * Source filters
Contact Dashboard Metrics Easily manage all customer records in one place with Ownchat. Handle everything from basic details to tags effortlessly. Use search and filter functions for quick access to records. Stay organized and secure.
Date-Based Filtering In Ownchat's contact screen, click the top-left icon to access temporary filters. Choose conditions and values, then apply the filter to quickly narrow down contacts based on specific criteria. These filters are not saved.
Lead Source Distribution Users can create dynamic filters, known as segments, to organize contacts based on custom conditions and criteria.
Hourly / Daily Customer Additions Access settings for managing contact-related configurations, including upload history, tags, field collections and export options.
Contact Source Filter In the Contact screen, navigate to Settings near the Add Customer button, select Upload History from the dropdown. Here, you can track all bulk upload files, view created, updated, and duplicate counts, and download error reports for issue resolution.
Viewing Contact Details To manage tags in Ownchat, go to Settings near the Add Customer button in the Contact screen, select "Tags" from the dropdown, view tag history with creator and creation date details, and delete tags using the delete icon. To add a tag, click "Add tags," name it, and click "Create."
### Contact Dashboard Metrics {% embed url="" %} The top section displays key customer statistics. **Total Customers** Displays the total number of contacts available in the system. {% embed url="" %} **New Customers** Shows the number of newly added contacts within the selected time range. {% embed url="" %} **WhatsApp Customers** Displays customers acquired through WhatsApp. {% embed url="" %} ### Date-Based Filtering You can filter contact data based on a selected time range. Available filters: {% embed url="" %} * Date * Week * Month * Year To Apply a Date Filter: 1. Click the date filter option 2. Select the required time range 3. View updated contact data automatically All dashboard metrics will update based on the selected filter. ### Lead Source Distribution This section shows the breakdown of customer acquisition sources. {% embed url="" %} It helps you understand: * Where customers are coming from * Which channels are generating more contacts Use this data to evaluate lead performance by source. ### Hourly / Daily Customer Additions {% embed url="" %} This section visualizes customer growth trends. You can: * Track hourly additions * Track daily additions * Identify peak acquisition periods This helps in analyzing campaign performance and engagement timing. ### Contact Source Filter You can filter contacts based on their source. To Filter by Contact Source: 1. Locate the **Contact Source** filter {% embed url="" %} 1. Select the required source 2. View contacts belonging only to that source {% embed url="" %} This helps in segmentation and focused analysis ### Viewing Contact Details To view detailed customer information: {% embed url="" %} 1. Click on any contact from the list 2. Review the customer profile information 3. Access available contact data #### Summary The Contact screen enables you to: * Access and manage all customer contacts * Monitor customer growth trends * Filter contacts by time and source * Analyze acquisition data Use this screen regularly to maintain accurate customer tracking and improve operational visibility within Ownchat. # Single Contact Upload This section explains how to add a single customer contact manually in OwnChat. Use this method when you need to quickly add an individual customer record. **Purpose** Single contact upload allows you to: * Add one customer at a time * Capture essential customer details * Control broadcast permissions * Assign tags for segmentation ### Method 1: Add Contact from Contacts Screen {% embed url="" %} #### **Navigation** 1. Log in to your OwnChat account 2. Go to the left sidebar 3. Click **Contacts** {% embed url="" %} 4. Click **Add Customer** (top right corner) {% embed url="" %} 5. Select **New** from the dropdown {% embed url="" %} The contact creation form will open. #### **Mandatory Fields** The following fields must be filled before creating the contact: * **Name** {% embed url="" %} * **Mobile Number (with country code)** {% embed url="" %} The system will not allow contact creation if mandatory fields are incomplete. #### Enter Customer Details **Name** * Enter the customer’s full name * You may use a preferred or display name **Mobile Number** * Enter the customer’s mobile number * Include the country code before the number Example: +91XXXXXXXXXX **Allow Broadcast** {% embed url="" %} * Enable to allow marketing messages * Disable to exclude from broadcast campaigns **Tags** * Add relevant tags * Tags help in organizing and segmenting contacts #### Save the Contact 1. Click **Create** {% embed url="" %} The contact details will be uploaded to the Contacts page and visible in the contact list. {% embed url="" %} You can upload a single contact using this format through the contact creation form, or alternatively create the contact directly from the contact page using the available options. ### Method 2: Add Contact from Chat Screen You can also create a new contact while initiating a conversation. **Steps** 1. Click the **Chat** icon from the left sidebar menu 2. Click the **User Add** icon {% embed url="" %} 1. Click **Add New Contact** {% embed url="" %} 1. Enter all mandatory fields * Name * Mobile Number (with country code) {% embed url="" %} 5. Click **Create** {% embed url="" %} A new contact will be created and a conversation will be initiated. #### After Contact Creation Once created: * The contact appears in the Contacts list * The contact profile becomes accessible * You can initiate or continue conversations * The contact can be included in broadcasts (if enabled) ### Important Notes * Mandatory fields must be completed * Always include the country code in the mobile number * Verify broadcast permission before sending campaigns * Use consistent tagging for better segmentation # Bulk Contact Navigation and Download This section explains how to access the bulk upload feature and download the sample spreadsheet. Bulk upload allows you to import multiple customer contacts at once. {% embed url="" %} ### Access Bulk Upload 1. Log in to your OwnChat account 2. Go to the left sidebar 3. Click **Contacts** 4. Click **Add Customer** (top right corner) {% embed url="" %} 1. Select **Bulk Upload** from the dropdown {% embed url="" %} A bulk upload dialog box will appear. ### Download Sample Spreadsheet 1. Click **Download Sample File** {% embed url="" %} 1. Save the file to your system 2. Open the file to review the format You must use this format to upload contacts successfully. ### Maximum Upload Limit * You can upload up to **50,000 contacts per file** # Spreadsheet Data Preparation This section explains how to correctly fill the spreadsheet before uploading. Proper formatting ensures successful processing. {% embed url="" %} ### Review the Sample Format * Do not change column headers {% embed url="" %} * Refer to the sample data provided in the second row {% embed url="" %} * Enter data only in the specified columns ### Mandatory Data Guidelines **Mobile Number Format** {% embed url="" %} * Prefix the country code before the number * Do not use “+” symbol Example:\ 91XXXXXXXXXX (Correct)\ +91XXXXXXXXXX (Incorrect) #### Tags Column * You can add a tag in the first customer row * The same tag will automatically apply to all contacts in the spreadsheet Example:\ If you enter the tag **“1st Customer”** in the first row, the system will apply this tag to all uploaded contacts. {% embed url="" %} After upload, this tag will be automatically added and updated in the **Tags** section.\ This helps in easy identification and segmentation of the uploaded contacts. #### AllowBroadcast Column * Enter true in the **AllowBroadcast** column * This will enable broadcast messaging for all uploaded contacts {% embed url="" %} If not specified, broadcast settings may remain disabled. ### Save the File After entering all data: 1. Click **Save As** {% embed url="" %} 2. Select file format as **CSV** {% embed url="" %} 3. Save the file The system accepts only CSV format for bulk upload. # Upload Bulk Contact ### Overview Bulk Contact Upload lets you import contacts from a CSV file without manually adding country codes to phone numbers. The system applies a phone number format rule during upload, automatically prefixing the correct country code based on the rule you configure. This feature also lets you map uploaded data to custom fields, assign tags, and track upload progress through a dedicated upload history log. {% embed url="" %} ### Before You Begin * Have your contact data ready in a CSV file. * The file size must not exceed 10 MB. * Unlike the standard Bulk Contact Upload, you do not need to add country codes to phone numbers manually. Country codes are applied automatically based on the format rule you set. ### Accessing Bulk Contact Upload 1. Click the **Contacts** icon in the sidebar.
{% embed url="" %} 2. Click the **Contacts** tab to view your customer database.
{% embed url="" %} 3. Click **Add Customer.**
{% embed url="" %} 4. Click **Advanced Bulk Upload** to open the upload configuration screen.
{% embed url="" %} ### Step 1: Upload Your CSV File 1. Drag and drop your CSV file into the upload area (maximum file size: 10 MB). {% embed url="" %} 2. Once uploaded, the system displays the number of contacts found in the sheet. Use this to confirm your file was read correctly before proceeding. {% embed url="" %} **Note:** Tags are automatically created using the current date and time of the upload. If you want to organize contacts differently, you can assign custom tags instead of relying on the auto-generated tag.
{% embed url="" %} ### Step 2: Configure Phone Number Format Rules Advanced Bulk Contact Upload automatically prefixes country codes to phone numbers based on the rule you select. This removes the need to format numbers manually before upload. 1. Select the **Prefix Country Code** dropdown. {% embed url="" %} 2. Choose the country code that matches your contact data.
{% embed url="" %} **Examples:** | **Phone Number Format in File** | **Selected Prefix** | **Result After Upload** | | ------------------------------- | ------------------- | --------------------------------------------- | | 10-digit Indian mobile number | India | +91 is added automatically | | 8-digit Singapore mobile number | +65 | Singapore country code is added automatically | {% embed url="" %} \ Make sure the prefix you select matches the actual format of the phone numbers in your file. An incorrect prefix selection may result in incorrectly formatted numbers. ### Step 3: Map Fields (Target Property) The **Target Property** section displays all fields available in your Field Collection. Use this section to map columns from your uploaded file to the correct fields in OwnChat. **Mapping Options** * **Map from file:** Match a column in your CSV to a target field. * **Fixed Value:** Use this if you want the same value applied to all contacts for a specific field. 1. Click **Fixed Value.**
{% embed url="" %} 2. Enter the value you want applied to all contacts. **Allow Broadcast Field** 1. Select **Allow Broadcast** from the field dropdown. 2. Toggle the switch to enable mapping for this field. This determines whether the uploaded contacts will be eligible to receive broadcasts. ### Step 4: Start the Upload 1. Review your field mappings and phone number format rule. 2. Click **Start Upload.** {% embed url="" %} Contacts will begin uploading to the system based on your configuration. ### Viewing Upload History You can track the status and results of any upload through the Upload History log. 1. Click the **Settings** icon in Contacts. {% embed url="" %} 2. Click **Upload History.** {% embed url="" %} 3. Click the **Refresh** icon to load the latest upload records. {% embed url="" %} #### What You Can View in Upload History * **Created contacts:** Number of contacts successfully added. {% embed url="" %} * **Duplicate contacts: Number of contacts identified as duplicates.** {% embed url="" %} * **Failed contacts:** Number of contacts that failed to upload. * **Uploaded by:** The user who performed the upload. {% embed url="" %} * **Status:** Indicates whether the upload is Running or Finished. {% embed url="" %} While an upload is in progress, the status will show as **Running.** Click the **Refresh** icon again to check for updates. Once complete, the status changes to **Finished.** {% embed url="" %} If there are no errors, the **Uploaded Rows** section will not display any error messages. ### Upload Record Actions Click the **action menu** next to an upload record to access the following options: * **Edit Mapping:** Modify the field mapping used for that upload. * **Download Report:** If any contacts failed to upload, download a report listing the failures. The report is sent to your OwnChat account using the associated upload ID. {% embed url="" %} Click the **back arrow** to return to the previous screen. ### Managing Tags After Upload 1. Click the **Contacts** tab. {% embed url="" %} 2. Click the **Settings** icon. {% embed url="" %} 3. Click **Tags**. Any tags applied during the upload — whether auto-generated or custom — can be viewed and managed from this section. {% embed url="" %} Any tags applied during the upload — whether auto-generated or custom — can be viewed and managed from this section. {% embed url="" %} ### Summary
StepAction
1Open Contacts → Contacts tab → Add Customer → Advanced Bulk Upload
2Upload CSV file (max 10 MB)
3Set phone number prefix rule
4Map fields under Target Property
5Click Start Upload
6Check results in Upload History
7Review tags under Contacts → Settings → Tags
# Upload the Bulk Contact This section explains how to upload the prepared CSV file and track its progress. {% embed url="" %} ### Upload the File 1. Navigate to **Contacts** 2. Click **Add Customer** 3. Select **Bulk Upload** 4. Upload the prepared CSV file {% embed url="" %} {% embed url="" %} 5. Enter a name for the import file {% embed url="" %} 6. Optionally add tags 7. Click **Continue** {% embed url="" %} The system will begin processing the file. Processing time: approximately **2–5 minutes**, depending on file size. ### Track Upload Progress To check upload status: 1. Go to **Settings** 2. Click **Upload History** {% embed url="" %} You can view: * Processing status * Completed uploads * Summary report ### Upload Summary After processing completes, you will see: {% embed url="" %} * **Created Count** – New contacts added * **Updated** – Existing contacts updated using mobile numbers * **Duplicate** – Duplicate contacts identified (only one record uploaded) #### Handle Upload Errors If errors occur: * An error message will appear * Download the error report * Review failed rows and error details * Correct the file * Save again as CSV * Re-upload the file #### Access Uploaded Contacts 1. Return to the **Contacts** screen {% embed url="" %} 1. View successfully uploaded contacts 2. Use filters and tags for segmentation ### Export Contacts This section explains how to export customer records. Exporting allows you to download contact data for reporting or analysis. #### Export Contacts in One Click 1. Go to the **Contacts** screen 2. Click **Settings** (near the **Add Customer** button) 3. Select **Export Contact** from the dropdown {% embed url="" %} The exported contact file will be sent to the logged-in OwnChat user's email address. You can download the file from your email and analyze the contact data as needed. ### Filters on Contact Screen Filters help you quickly narrow down contacts based on specific conditions. #### Access Filters 1. Go to the **Contacts** screen 2. Click the **Filter icon** located at the top right {% embed url="" %} A filter dialog box will open. #### Apply Filters 1. Select a field {% embed url="" %} 1. Choose a condition 2. Enter or select the required value 3. Click **Apply** {% embed url="" %} The contact list will update based on the selected criteria. {% embed url="" %} ### Important Note About Filters * Filters are temporary * They are not saved * They are used only for quick filtering purposes Use filters when you need to quickly view contacts matching specific conditions. # Advanced Bulk Contact Upload ### Overview Advanced Bulk Contact Upload lets you import contacts from a CSV file without manually adding country codes to phone numbers. The system applies a phone number format rule during upload, automatically prefixing the correct country code based on the rule you configure. This feature also lets you map uploaded data to custom fields, assign tags, and track upload progress through a dedicated upload history log. {% embed url="" %} ### Before You Begin * Have your contact data ready in a CSV file. * The file size must not exceed 10 MB. * Unlike the standard Bulk Contact Upload, you do not need to add country codes to phone numbers manually. Country codes are applied automatically based on the format rule you set. ### Accessing Advanced Bulk Contact Upload 1. Click the **Contacts** icon in the sidebar.
{% embed url="" %} 2. Click the **Contacts** tab to view your customer database.
{% embed url="" %} 3. Click **Add Customer.**
{% embed url="" %} 4. Click **Advanced Bulk Upload** to open the upload configuration screen.
{% embed url="" %} ### Step 1: Upload Your CSV File 1. Drag and drop your CSV file into the upload area (maximum file size: 10 MB). {% embed url="" %} 2. Once uploaded, the system displays the number of contacts found in the sheet. Use this to confirm your file was read correctly before proceeding. {% embed url="" %} **Note:** Tags are automatically created using the current date and time of the upload. If you want to organize contacts differently, you can assign custom tags instead of relying on the auto-generated tag.
{% embed url="" %} ### Step 2: Configure Phone Number Format Rules Advanced Bulk Contact Upload automatically prefixes country codes to phone numbers based on the rule you select. This removes the need to format numbers manually before upload. 1. Select the **Prefix Country Code** dropdown. {% embed url="" %} 2. Choose the country code that matches your contact data.
{% embed url="" %} **Examples:** | **Phone Number Format in File** | **Selected Prefix** | **Result After Upload** | | ------------------------------- | ------------------- | --------------------------------------------- | | 10-digit Indian mobile number | India | +91 is added automatically | | 8-digit Singapore mobile number | +65 | Singapore country code is added automatically | {% embed url="" %} \ Make sure the prefix you select matches the actual format of the phone numbers in your file. An incorrect prefix selection may result in incorrectly formatted numbers. ### Step 3: Map Fields (Target Property) The **Target Property** section displays all fields available in your Field Collection. Use this section to map columns from your uploaded file to the correct fields in OwnChat. **Mapping Options** * **Map from file:** Match a column in your CSV to a target field. * **Fixed Value:** Use this if you want the same value applied to all contacts for a specific field. 1. Click **Fixed Value.**
{% embed url="" %} 2. Enter the value you want applied to all contacts. **Allow Broadcast Field** 1. Select **Allow Broadcast** from the field dropdown. 2. Toggle the switch to enable mapping for this field. This determines whether the uploaded contacts will be eligible to receive broadcasts. ### Step 4: Start the Upload 1. Review your field mappings and phone number format rule. 2. Click **Start Upload.** {% embed url="" %} Contacts will begin uploading to the system based on your configuration. ### Viewing Upload History You can track the status and results of any upload through the Upload History log. 1. Click the **Settings** icon in Contacts. {% embed url="" %} 2. Click **Upload History.** {% embed url="" %} 3. Click the **Refresh** icon to load the latest upload records. {% embed url="" %} #### What You Can View in Upload History * **Created contacts:** Number of contacts successfully added. {% embed url="" %} * **Duplicate contacts: Number of contacts identified as duplicates.** {% embed url="" %} * **Failed contacts:** Number of contacts that failed to upload. * **Uploaded by:** The user who performed the upload. {% embed url="" %} * **Status:** Indicates whether the upload is Running or Finished. {% embed url="" %} While an upload is in progress, the status will show as **Running.** Click the **Refresh** icon again to check for updates. Once complete, the status changes to **Finished.** {% embed url="" %} If there are no errors, the **Uploaded Rows** section will not display any error messages. ### Upload Record Actions Click the **action menu** next to an upload record to access the following options: * **Edit Mapping:** Modify the field mapping used for that upload. * **Download Report:** If any contacts failed to upload, download a report listing the failures. The report is sent to your OwnChat account using the associated upload ID. {% embed url="" %} Click the **back arrow** to return to the previous screen. ### Managing Tags After Upload 1. Click the **Contacts** tab. {% embed url="" %} 2. Click the **Settings** icon. {% embed url="" %} 3. Click **Tags**. Any tags applied during the upload — whether auto-generated or custom — can be viewed and managed from this section. {% embed url="" %} Any tags applied during the upload — whether auto-generated or custom — can be viewed and managed from this section. {% embed url="" %} ### Summary
StepAction
1Open Contacts → Contacts tab → Add Customer → Advanced Bulk Upload
2Upload CSV file (max 10 MB)
3Set phone number prefix rule
4Map fields under Target Property
5Click Start Upload
6Check results in Upload History
7Review tags under Contacts → Settings → Tags
# Field Collection The Field Collection feature allows you to create and manage custom fields for customer contacts. It helps you: * Store additional customer information * Standardize data collection * Improve contact organization * Streamline internal workflows Custom fields created here are available inside the **Contacts** screen for data entry and management. {% embed url="" %} ### Access Field Collection You can access Field Collection using either of the following methods. #### Method 1: From Contact Screen 1. Go to the **Contacts** screen {% embed url="" %} 1. Click **Settings** (near the **Add Customer** button) 2. Select **Field Collection** from the dropdown {% embed url="" %} #### Method 2: Using Global Search 1. Click the **Search icon**\ or\ Press **Ctrl + K (Windows) / Cmd + K (Mac)** 2. Type **Field Collection** 3. Select it from the dropdown list {% embed url="" %} You will be redirected to the Field Collection page. ### Create a Custom Field 1. Click the **Add button** (top right corner) {% embed url="" %} 2. Enter the **Field Name** (Label) {% embed url="" %} 1. Enter a **Hint** (to guide users on what data to enter) 2. Select the appropriate **Data Type** ### Select Data Type Choose the data type based on the information you want to collect. {% embed url="" %} Available Data Types 1️⃣ Text * Accepts alphabets and numbers * Example: Name, Company Name 2️⃣ Text Area * Accepts paragraph-style input * Example: Address 3️⃣ Number * Accepts integers and decimal values 4️⃣ Email * Accepts valid email format * Example: 5️⃣ Select * Allows selection of one option from a dropdown * Example: Location, Gender * Use when only one option must be selected 6️⃣ Date * Accepts date and time in specified format * Example: 07-Jun-2024 6:00 PM 7️⃣ Switch * Toggle option (On/Off) * Example: True / False 8️⃣ Phone Number * Accepts numerical input for phone numbers 9️⃣ Multi-select * Allows selection of multiple options from a dropdown * Example: Customer Behavior ### Set Field Properties After selecting the data type: {% embed url="" %} 1. Toggle the **Status** to enable or disable the field 2. Toggle the **Required** option to control mandatory field visibility 3. Click **Save** The custom field will be created successfully. ### Add a New Field To create another field: 1. Click **Add** {% embed url="" %} 2. Enter a descriptive label in the **Label** field {% embed url="" %} 3. Add a **Hint** to guide users about the field {% embed url="" %} 4. Select the appropriate data type using the **Type** dropdown {% embed url="" %} 5. Enable **Mandatory** if the field must be required {% embed url="" %} 6. Click **Create** {% embed url="" %} The new custom field will be added to the Field Collection list. ### Edit or Modify a Field To update an existing custom field: 1. Locate the field in the Field Collection list 2. Click the **Edit** option {% embed url="" %} 1. Modify the label, hint, data type, or mandatory status 2. Click **Save** Changes are applied immediately. ### Delete a Field To remove a custom field: 1. Locate the field 2. Click the **Delete** option {% embed url="" %} 3. Confirm the action {% embed url="" %} The field will be permane\`ntly removed. ### Exit Field Collection * Click the **Close** button to exit the Field Collection interface\ or * Click the **Arrow** button to return to the previous page # Segments ### **Overview** Segments (Dynamic Filters) allow you to group contacts based on defined conditions. Segments update automatically when contact data changes. {% embed url="" %} Use segments to: * Target specific customer groups * Filter contacts dynamically * Personalize communication * Improve campaign targeting Segments do not require manual updates. ### Access Segments 1. Go to the **Contacts** module 2. Click **Segments** (top left corner) You will be redirected to the Segments screen. ### Segment Dashboard Overview Inside the Segments section: * Use the **Search field** to filter segments by name
{% embed url="" %} * Click **Grid View** to change layout
{% embed url="" %} * Click **List View** to display contacts in list format
{% embed url="" %} * Click the **Reload button** to refresh and synchronize segment data
{% embed url="" %} ### Create a New Segment Click **Create New Segment** {% embed url="" %} \ Enter a **Segment Name** for identification
{% embed url="" %} Select a **Field Name** from the dropdown\ Choose **Tags** (if filtering by tags) {% embed url="" %} \ Select an **Operator** (e.g., is) {% embed url="" %} \ Select a **Value** (e.g., 1st Customer) {% embed url="" %} \ Click **Create Segment** {% embed url="" %} \ The segment will be created based on the defined condition. ### Manage Segment Conditions #### Access Conditions Click the **Condition tab** {% embed url="" %} \ View and manage segment filters ### Edit Segment Click **Edit Segment Form** {% embed url="" %} \ Modify existing conditions\ Click **Update Segment** to save changes ### Add Conditions To refine your segment:\ Click **Add Condition** {% embed url="" %} [
](https://app.supademo.com/demo/cmojubuoh02lf100j5dcyyzmq?utm_source=link)Select:\ Field Name\ Operator\ Value ### Condition Matching Logic #### All Conditions (AND Logic) Select **All** to apply strict filtering {% embed url="" %} \ All conditions must be met\ **Example:**\ Tags is 1st Customer **AND** Tags is not Ads\ → Only contacts matching both conditions will be included
{% embed url="" %} ### Any Condition (OR Logic) Select **Any** for broader filtering
{% embed url="" %} [
](https://app.supademo.com/demo/cmojvscyy02fwxx0jqdbmrl97?utm_source=link)At least one condition must be met\ Example:\ Tags is 1st Customer **OR** Tags is not Ads
{% embed url="" %} \ → Contacts matching either condition will be included ### Add Multiple Conditions To add another condition:\ Click **Add Condition**\ Select **Field Name → Tags** {% embed url="" %} \ Choose an **Operator** (e.g., is not) {% embed url="" %} \ Select a **Value** (e.g., Ads)
{% embed url="" %} ### Add Condition Group To create advanced rules:\ Click **Add Condition Group**\ Define additional filtering criteria ### View Segment Results View the **matching contacts count** {% embed url="" %} \ Click **Refresh** to update segment results\ The screen displays:\ Segmented contacts\ Total contact count ### Segment Actions **Edit Segment** Click **Edit**\ Modify conditions\ Click **Update Segment**
{% embed url="" %} Delete Segment Click **Delete**\ Confirm removal ### Summary Using Segments, you can:\ Filter contacts based on conditions\ Apply AND / OR logic\ Create dynamic audience groups\ View and manage segmented contacts\ Update or delete segments anytime\ Segments help you target the right audience for campaigns and automation workflows. # How to run Campaign inside Ownchat? There are various template types available to run your campaign. Select the one that best matches your campaign objective. ## Step 1: Upload Contacts in Bulk Import your customer contacts using the Bulk Upload feature. ## Step 2: Verify Tags & Create a Segment Check whether the tags are updated correctly, then create a customer segment based on your campaign requirements. ## Step 3: Create a Template & Get Meta Approval Create a WhatsApp message template and submit it for Meta approval before using it in your campaign. #### Template Categories & Pricing | Template Type | Purpose | Example | Price (Per Message) | | ------------------ | -------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------- | ------------------- | | **Marketing** | Used to send promotional messages, offers, discounts, festival wishes, and product launches. | Festival Sale, Discount Offers, New Product Launch | **₹0.9846** | | **Utility** | Used to send transactional and service-related updates that customers expect. | Order Confirmation, Payment Receipt, Shipping Update, Appointment Reminder | **₹0.1311** | | **Authentication** | Used to send OTPs and verification codes for secure user authentication. | Login OTP, Password Reset OTP, Account Verification | **₹0.1311** | ## Step 4: Select a Campaign Choose the appropriate campaign type and template to send your campaign. # Upload the Bulk Contact This section explains how to upload the prepared CSV file and track its progress. {% embed url="" %} ### Upload the File 1. Navigate to **Contacts** 2. Click **Add Customer** 3. Select **Bulk Upload** 4. Upload the prepared CSV file {% embed url="" %} {% embed url="" %} 5. Enter a name for the import file {% embed url="" %} 6. Optionally add tags 7. Click **Continue** {% embed url="" %} The system will begin processing the file. Processing time: approximately **2–5 minutes**, depending on file size. ### Track Upload Progress To check upload status: 1. Go to **Settings** 2. Click **Upload History** {% embed url="" %} You can view: * Processing status * Completed uploads * Summary report ### Upload Summary After processing completes, you will see: {% embed url="" %} * **Created Count** – New contacts added * **Updated** – Existing contacts updated using mobile numbers * **Duplicate** – Duplicate contacts identified (only one record uploaded) #### Handle Upload Errors If errors occur: * An error message will appear * Download the error report * Review failed rows and error details * Correct the file * Save again as CSV * Re-upload the file #### Access Uploaded Contacts 1. Return to the **Contacts** screen {% embed url="" %} 1. View successfully uploaded contacts 2. Use filters and tags for segmentation ### Export Contacts This section explains how to export customer records. Exporting allows you to download contact data for reporting or analysis. #### Export Contacts in One Click 1. Go to the **Contacts** screen 2. Click **Settings** (near the **Add Customer** button) 3. Select **Export Contact** from the dropdown {% embed url="" %} The exported contact file will be sent to the logged-in OwnChat user's email address. You can download the file from your email and analyze the contact data as needed. ### Filters on Contact Screen Filters help you quickly narrow down contacts based on specific conditions. #### Access Filters 1. Go to the **Contacts** screen 2. Click the **Filter icon** located at the top right {% embed url="" %} A filter dialog box will open. #### Apply Filters 1. Select a field {% embed url="" %} 1. Choose a condition 2. Enter or select the required value 3. Click **Apply** {% embed url="" %} The contact list will update based on the selected criteria. {% embed url="" %} ### Important Note About Filters * Filters are temporary * They are not saved * They are used only for quick filtering purposes Use filters when you need to quickly view contacts matching specific conditions. # Advanced Bulk Contact Upload ### Overview Advanced Bulk Contact Upload lets you import contacts from a CSV file without manually adding country codes to phone numbers. The system applies a phone number format rule during upload, automatically prefixing the correct country code based on the rule you configure. This feature also lets you map uploaded data to custom fields, assign tags, and track upload progress through a dedicated upload history log. {% embed url="" %} ### Before You Begin * Have your contact data ready in a CSV file. * The file size must not exceed 10 MB. * Unlike the standard Bulk Contact Upload, you do not need to add country codes to phone numbers manually. Country codes are applied automatically based on the format rule you set. ### Accessing Advanced Bulk Contact Upload 1. Click the **Contacts** icon in the sidebar.
{% embed url="" %} 2. Click the **Contacts** tab to view your customer database.
{% embed url="" %} 3. Click **Add Customer.**
{% embed url="" %} 4. Click **Advanced Bulk Upload** to open the upload configuration screen.
{% embed url="" %} ### Step 1: Upload Your CSV File 1. Drag and drop your CSV file into the upload area (maximum file size: 10 MB). {% embed url="" %} 2. Once uploaded, the system displays the number of contacts found in the sheet. Use this to confirm your file was read correctly before proceeding. {% embed url="" %} **Note:** Tags are automatically created using the current date and time of the upload. If you want to organize contacts differently, you can assign custom tags instead of relying on the auto-generated tag.
{% embed url="" %} ### Step 2: Configure Phone Number Format Rules Advanced Bulk Contact Upload automatically prefixes country codes to phone numbers based on the rule you select. This removes the need to format numbers manually before upload. 1. Select the **Prefix Country Code** dropdown. {% embed url="" %} 2. Choose the country code that matches your contact data.
{% embed url="" %} **Examples:** | **Phone Number Format in File** | **Selected Prefix** | **Result After Upload** | | ------------------------------- | ------------------- | --------------------------------------------- | | 10-digit Indian mobile number | India | +91 is added automatically | | 8-digit Singapore mobile number | +65 | Singapore country code is added automatically | {% embed url="" %} \ Make sure the prefix you select matches the actual format of the phone numbers in your file. An incorrect prefix selection may result in incorrectly formatted numbers. ### Step 3: Map Fields (Target Property) The **Target Property** section displays all fields available in your Field Collection. Use this section to map columns from your uploaded file to the correct fields in OwnChat. **Mapping Options** * **Map from file:** Match a column in your CSV to a target field. * **Fixed Value:** Use this if you want the same value applied to all contacts for a specific field. 1. Click **Fixed Value.**
{% embed url="" %} 2. Enter the value you want applied to all contacts. **Allow Broadcast Field** 1. Select **Allow Broadcast** from the field dropdown. 2. Toggle the switch to enable mapping for this field. This determines whether the uploaded contacts will be eligible to receive broadcasts. ### Step 4: Start the Upload 1. Review your field mappings and phone number format rule. 2. Click **Start Upload.** {% embed url="" %} Contacts will begin uploading to the system based on your configuration. ### Viewing Upload History You can track the status and results of any upload through the Upload History log. 1. Click the **Settings** icon in Contacts. {% embed url="" %} 2. Click **Upload History.** {% embed url="" %} 3. Click the **Refresh** icon to load the latest upload records. {% embed url="" %} #### What You Can View in Upload History * **Created contacts:** Number of contacts successfully added. {% embed url="" %} * **Duplicate contacts: Number of contacts identified as duplicates.** {% embed url="" %} * **Failed contacts:** Number of contacts that failed to upload. * **Uploaded by:** The user who performed the upload. {% embed url="" %} * **Status:** Indicates whether the upload is Running or Finished. {% embed url="" %} While an upload is in progress, the status will show as **Running.** Click the **Refresh** icon again to check for updates. Once complete, the status changes to **Finished.** {% embed url="" %} If there are no errors, the **Uploaded Rows** section will not display any error messages. ### Upload Record Actions Click the **action menu** next to an upload record to access the following options: * **Edit Mapping:** Modify the field mapping used for that upload. * **Download Report:** If any contacts failed to upload, download a report listing the failures. The report is sent to your OwnChat account using the associated upload ID. {% embed url="" %} Click the **back arrow** to return to the previous screen. ### Managing Tags After Upload 1. Click the **Contacts** tab. {% embed url="" %} 2. Click the **Settings** icon. {% embed url="" %} 3. Click **Tags**. Any tags applied during the upload — whether auto-generated or custom — can be viewed and managed from this section. {% embed url="" %} Any tags applied during the upload — whether auto-generated or custom — can be viewed and managed from this section. {% embed url="" %} ### Summary
StepAction
1Open Contacts → Contacts tab → Add Customer → Advanced Bulk Upload
2Upload CSV file (max 10 MB)
3Set phone number prefix rule
4Map fields under Target Property
5Click Start Upload
6Check results in Upload History
7Review tags under Contacts → Settings → Tags
# Segments ### **Overview** Segments (Dynamic Filters) allow you to group contacts based on defined conditions. Segments update automatically when contact data changes. {% embed url="" %} Use segments to: * Target specific customer groups * Filter contacts dynamically * Personalize communication * Improve campaign targeting Segments do not require manual updates. ### Access Segments 1. Go to the **Contacts** module 2. Click **Segments** (top left corner) You will be redirected to the Segments screen. ### Segment Dashboard Overview Inside the Segments section: * Use the **Search field** to filter segments by name
{% embed url="" %} * Click **Grid View** to change layout
{% embed url="" %} * Click **List View** to display contacts in list format
{% embed url="" %} * Click the **Reload button** to refresh and synchronize segment data
{% embed url="" %} ### Create a New Segment Click **Create New Segment** {% embed url="" %} \ Enter a **Segment Name** for identification
{% embed url="" %} Select a **Field Name** from the dropdown\ Choose **Tags** (if filtering by tags) {% embed url="" %} \ Select an **Operator** (e.g., is) {% embed url="" %} \ Select a **Value** (e.g., 1st Customer) {% embed url="" %} \ Click **Create Segment** {% embed url="" %} \ The segment will be created based on the defined condition. ### Manage Segment Conditions #### Access Conditions Click the **Condition tab** {% embed url="" %} \ View and manage segment filters ### Edit Segment Click **Edit Segment Form** {% embed url="" %} \ Modify existing conditions\ Click **Update Segment** to save changes ### Add Conditions To refine your segment:\ Click **Add Condition** {% embed url="" %} [
](https://app.supademo.com/demo/cmojubuoh02lf100j5dcyyzmq?utm_source=link)Select:\ Field Name\ Operator\ Value ### Condition Matching Logic #### All Conditions (AND Logic) Select **All** to apply strict filtering {% embed url="" %} \ All conditions must be met\ **Example:**\ Tags is 1st Customer **AND** Tags is not Ads\ → Only contacts matching both conditions will be included
{% embed url="" %} ### Any Condition (OR Logic) Select **Any** for broader filtering
{% embed url="" %} [
](https://app.supademo.com/demo/cmojvscyy02fwxx0jqdbmrl97?utm_source=link)At least one condition must be met\ Example:\ Tags is 1st Customer **OR** Tags is not Ads
{% embed url="" %} \ → Contacts matching either condition will be included ### Add Multiple Conditions To add another condition:\ Click **Add Condition**\ Select **Field Name → Tags** {% embed url="" %} \ Choose an **Operator** (e.g., is not) {% embed url="" %} \ Select a **Value** (e.g., Ads)
{% embed url="" %} ### Add Condition Group To create advanced rules:\ Click **Add Condition Group**\ Define additional filtering criteria ### View Segment Results View the **matching contacts count** {% embed url="" %} \ Click **Refresh** to update segment results\ The screen displays:\ Segmented contacts\ Total contact count ### Segment Actions **Edit Segment** Click **Edit**\ Modify conditions\ Click **Update Segment**
{% embed url="" %} Delete Segment Click **Delete**\ Confirm removal ### Summary Using Segments, you can:\ Filter contacts based on conditions\ Apply AND / OR logic\ Create dynamic audience groups\ View and manage segmented contacts\ Update or delete segments anytime\ Segments help you target the right audience for campaigns and automation workflows. # WhatsApp Templates Templates help standardize customer communication on WhatsApp. All templates require approval before use and ensure consistent, compliant, and structured messaging. {% embed url="" %} ### Navigate to Template There are two ways to access the Template screen in OwnChat. ### Method 1: Using the Search Bar You can quickly navigate to the Template page using the global search bar available across the platform. #### Steps: 1. Locate the **Search Bar** at the top of the screen {% embed url="" %} 2. Type "**Template**" {% embed url="" %} 3. From the results, click **WhatsApp - Template** {% embed url="" %} 4. You will be redirected to the Template screen ### Method 2: Using Settings You can also access the Template page through the Settings section. #### Steps: 1. Click on **Settings** {% embed url="" %} 2. Select **WhatsApp** to open WhatsApp channel settings
{% embed url="" %} 3. Click on **Templates** {% embed url="" %} 4. You will be redirected to the Template management page #### Learn More Watch the next video to understand the **step-by-step process of creating a template.** ### Summary You can access the Template screen by: * Using the global search bar for quick navigation * Navigating through **Settings → WhatsApp → Templates** This flexibility allows you to quickly manage templates from multiple entry points within Ownchat. The Template Page allows you to manage, search, filter, and create WhatsApp message templates efficiently within the platform. ### Template Page Overview The Template Page allows you to manage, search, filter, and create WhatsApp message templates efficiently within the platform. ### Search Templates You can quickly locate specific templates using the search functionality. #### Steps: 1. Enter the template name in the **Search** field
{% embed url="" %} 2. Matching templates will be displayed instantly ### Filter by Category Templates can be filtered based on their purpose or type. **Available Categories:** * Marketing * Utility * Authentication **Steps:** 1. Click on the **Category Filter** {% embed url="" %} 2. Select the required category 3. View templates based on the selected type ### Template Status Tracking Each template displays its current approval status. Status Types: * Created * Approved * Rejected
{% embed url="" %} This helps you monitor template progress and identify any required actions. ### View Options You can switch between different layouts for better visibility and management. #### Card View * Displays templates in a visual, card-based layout * Ideal for quick browsing
{% embed url="" %} #### Table View * Displays templates in a structured table format * Useful for detailed analysis and comparison
{% embed url="" %} ### Template Library The Template Library provides access to pre-built, ready-to-use message templates. #### Steps: 1. Click the **Template Library** button
{% embed url="" %} 2. Browse through available pre-approved templates {% embed url="" %} 3. Select a template as needed ### Add New Template You can create a new WhatsApp message template directly from this page. Steps: 1. Click the **Add Template** button
{% embed url="" %} 2. You will be redirected to the template creation screen 3. Enter required details and configure the template ### Navigate Back to Template Page To return to the template management screen: Steps: 1. Click on **WhatsApp Template** {% embed url="" %} 2. You will be redirected back to the main template page ### Sync Templates The Sync feature ensures all template data is up to date. #### Steps: 1. Click the **Sync** button
{% embed url="" %} 2. The system will refresh and synchronize all template data ### Summary The Template Page helps you: * Search and filter templates efficiently * Track template approval status * Switch between different viewing formats * Access pre-built templates from the library * Create and manage new templates * Keep template data updated using sync # Creating a Standard Template The Standard Template allows you to create a basic WhatsApp message template with dynamic variables, formatting options, and approval workflow. {% embed url="" %} ### Create a New Template **Steps:** 1. Click **Add Template** to start creating a new WhatsApp template {% embed url="" %} 2. Enter a name in the **Name** field to identify your template {% embed url="" %} ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid for delivery.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * If the customer opens WhatsApp **within 3 hours**, the message will be delivered * If the customer opens WhatsApp **after 3 hours**, the message will not be **sent** ### Select Template Configuration #### Category Choose the type of template:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for promotional conversations #### Language
{% embed url="" %} Select your preferred language for the template. ### Template Type 1. Click on **Template Type** 2. Select **Standard Template**
{% embed url="" %} This option is used to create a simple text-based WhatsApp message. ### Add Variables Variables allow you to insert dynamic data into your template. #### How it works: * Variables are represented using placeholders (e.g., {{1}})
{% embed url="" %} * These placeholders are replaced with actual customer data when sending the message #### Example Use Cases: * Customer Name * Order ID * Date ### Compose Message Body Enter your message content in the **Message Body** field. #### Formatting Options: * **Bold** → Select text and click Bold
{% embed url="" %} * *Italic* → Select text and click Italic
{% embed url="" %} * ~~Strikethrough~~ → Select text and click Strikethrough
{% embed url="" %} ### Add Sample Values To ensure proper validation: **Steps:** 1. Enter sample values for each variable used in the template 2. Click **Create**
{% embed url="" %} ### Template Approval Process * Once created, the template status will be **Pending**
{% embed url="" %} * It is sent for approval to **Meta** #### Sync Template Status: 1. Click **Sync**
{% embed url="" %} 2. This will refresh and update the approval status ### Preview Template After the template is approved: Steps: 1. Click on **Message Preview** 2. View the complete formatted template with sample data
{% embed url="" %} ### Summary The Standard Template helps you: * Create WhatsApp templates with dynamic variables * Apply text formatting for better readability * Control message delivery using TTL * Submit templates for approval via **Meta** * Preview final template output before sending # Media and Interactive Templates The Media and Interactive Template allows you to create rich WhatsApp messages with media (images, videos, documents) and interactive buttons for better engagement. {% embed url="" %} ### Create a New Template **Steps:** 1. Enter a name in the **Name** field for your template {% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration #### Category Choose the appropriate category: * Marketing * Utility * Authentication Example: Select **Marketing** for promotional use cases {% embed url="" %} ### Template Type 1. Click on **Template Type** 2. Select **Media & Interactive** This enables media attachments and interactive elements in your template.
{% embed url="" %} ### Add Header (Text or Media) You can configure a header for your template. #### Option 1: Text Header * Select **Text** to add a text-based header {% embed url="" %} #### Option 2: Media Header 1. Select **Image / Video / Document** from the dropdown {% embed url="" %} 2. Click **Upload Image** (or relevant media option) {% embed url="" %} 3. Select the file using: * Checkbox selection * Or **Add Files** to upload new media 4. Click **Send Selected Files** to confirm upload {% embed url="" %} ### Compose Message Body Enter your message in the **Message Body** field. {% embed url="" %} #### Formatting Options: * **Bold** → Apply bold styling * *Italic* → Apply italic styling * ~~Strikethrough~~ → Apply strikethrough styling ### Add Footer Enter additional supporting text in the **Message Footer** field. {% embed url="" %} ### Add Interactive Buttons You can add up to 10 buttons in a single template.
{% embed url="" %} **Steps:** 1. Click **Add Button** 2. Select the button type #### Custom Button 1. Select **Custom** 2. Enter the button label {% embed url="" %} **Call-to-Action: Visit Website** 1. Select **Call to Action** → Visit Website {% embed url="" %} 2. Enter **Button Text** {% embed url="" %} 3. Enter the **URL** destination {% embed url="" %} #### Call-to-Action: Phone Number 1. Click **Add Button** → Select **Call Phone Number** {% embed url="" %} 2. Enter **Button Label** {% embed url="" %} 3. Select **Country Code** {% embed url="" %} 4. Enter the **Phone Number** {% embed url="" %} #### Enable Button Analytics * Toggle **Enable Button Analytics** to track button interactions and performance {% embed url="" %} ### Save Template **Steps:** 1. Click **Create** to save the template {% embed url="" %} 2. Enter sample values for variables (if used) 3. Click **Create** again to confirm ### Template Approval Process * The template status will be set to Pending * It will be submitted for approval to Meta
{% embed url="" %} ### Preview Template #### Steps: 1. Click on the created template
{% embed url="" %} 2. View full details and message preview
{% embed url="" %} This shows how your Media and Interactive template will appear to users. ### Summary The Media and Interactive Template helps you: * Create engaging WhatsApp messages with media content * Add headers using text, images, videos, or documents * Include interactive buttons (custom, website, phone) * Track button performance with analytics * Submit templates for approval via **Meta** Preview the final message before sending # Carousel Templates {% embed url="" %} ### Create a New Template Steps: 1. Enter a name in the **Name** field for your template {% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid. {% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration **Category** Choose the appropriate category:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for promotional campaigns ### Template Type 1. Click on **Template Type** 2. Select **Carousel**
{% embed url="" %} **Key Capabilities:** * Upload up to **10 images** * Add up to **2 buttons per carousel card** #### Add Carousel Content #### Step 1: Enter Bubble Text * Add your introductory message in the **Bubble Text** field {% embed url="" %} #### Step 2: Upload Carousel Images **Steps:** 1. Click **Upload Image** 2. Select the file using the checkbox 3. Click **Send Selected Files** to upload
{% embed url="" %} Repeat this process for each carousel card. #### Step 3: Add Message Body * Enter content in the **Message Body** field for each carousel card #### Add Interactive Buttons You can add up to **2 buttons per carousel card.** **Steps:** 1. Click **Add Button** 2. Select button type {% embed url="" %} #### 🔹 Quick Reply Buttons Quick replies allow users to respond instantly with predefined options. Steps: 1. Select **Quick Reply** {% embed url="" %} 2. Enter button label (e.g., Shop Now, Contact Us) 3. Repeat to add additional quick reply buttons #### Add Multiple Carousel Cards You can create multiple carousel sections within the same template. **Steps:** 1. Click **Add New Carousel** 2. Repeat: Upload image Enter message body Add buttons This allows you to showcase multiple items such as: * Product catalogs * Service listings * Offers or campaigns ### Save Template **Steps:** 1. Click **Create** to save the template {% embed url="" %} 2. Enter sample values for variables (if used) 3. Click **Create** again to confirm
{% embed url="" %} ### Template Approval Process * The template status will be set to **Pending** * It is submitted for approval to **Meta** ### After Approval: * The status will change to **Approved** in the Status column {% embed url="" %} ### Preview Template **Steps:** 1. Click on the created template 2. Select **Message Preview**
{% embed url="" %} 3. View the complete carousel structure This shows how each card, image, and button will appear to users. ### Summary The Carousel Template helps you: * Create rich, scrollable WhatsApp experiences * Showcase multiple products or services in one message * Add images and structured content per card * Include quick reply buttons for instant interaction * Scale up to multiple carousel cards in one template * Submit templates for approval via **Meta** * Preview the final interactive experience before sending # Limited Time Offer Templates The Limited Offer Template is designed to create urgency-driven WhatsApp messages by combining promotional content, expiration settings, and call-to-action buttons. This is ideal for time-sensitive campaigns such as discounts, flash sales, and exclusive deals. {% embed url="" %} ### Create a New Template **Steps:** 1. Enter a name in the **Name** field for your template {% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The Time To Live (TTL) defines how long the template remains valid for delivery. {% embed url="" %} **Example:** * If TTL is set to **3 hours**: * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration #### Category Choose the appropriate category:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for promotional campaigns ### Template Type 1. Click on **Template Type** 2. Select **Limited Time Offer**
{% embed url="" %} This template is specifically designed for time-bound promotional messaging. ### Add Offer Details #### Offer Text * Enter promotional content such as discounts, deals, or special offers * This text highlights the value proposition to the customer
{% embed url="" %} ### Enable Expiration You can enforce time-based urgency using expiration settings. Steps: 1. Toggle **Has Expiration** 2. Configure expiration behavior for the offer
{% embed url="" %} This ensures the message is only valid within a defined timeframe. ### Upload Media **Steps:** 1. Click **Upload Image**
{% embed url="" %} 2. Select the file using the checkbox 3. Click **Send Selected Files** to upload
{% embed url="" %} Media enhances visibility and engagement of the offer. ### Compose Message Body * Enter your message content in the **Message Body** field {% embed url="" %} * Clearly explain the offer and next action ### Add Call-to-Action Button **Steps:** 1. Enter **Button Label** (e.g., Shop Now, Claim Offer) 2. Enter the **Destination URL**
{% embed url="" %} 3. Enable **Button Analytics** to track performance {% embed url="" %} ### Save Template **Steps:** 1. Click **Create** to save the template 2. The template will be created and queued for approval
{% embed url="" %} ### Sync Template Status **Steps:** 1. Click **Sync** 2. This updates the template status based on approval from **Meta**
{% embed url="" %} ### Preview Template **Steps:** 1. Click on the created template {% embed url="" %} 2. Select **Message Preview** {% embed url="" %} 3. View the complete template structure
This preview shows how the limited-time offer will appear to users. ### Summary The Limited Offer Template helps you: * Create urgency-driven promotional campaigns * Define expiration rules for time-sensitive offers * Highlight offers using dedicated offer text * Enhance messages with media content * Drive action using CTA buttons with tracking * Sync and manage approval via **Meta** * Preview the final template before sending # Multiple Product Templates The Multiple Product Template allows you to showcase multiple products within a single WhatsApp message. This is ideal for product catalogs, collections, and promotional campaigns where users can browse multiple items at once. {% embed url="" %} ### Create a New Template Create a New Template Steps: 1. Enter a name in the **Name** field for your template
{% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The Time To Live (TTL) defines how long the template remains valid.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration #### Category Choose the appropriate category: {% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for product promotions ### Template Type 1. Click on **Template Type** 2. Select **Multiple Products**
{% embed url="" %} This template is used to display multiple products within a single message. ### Add Header Text * Enter content in the **Header Text** field
{% embed url="" %} * This acts as a title or introduction for your product showcase ### Compose Message Body * Enter your message content in the **Message Body** field {% embed url="" %} * Provide context such as offers, highlights, or instructions ### Enable Analytics * Toggle **Button Analytics** to track:
{% embed url="" %} * User interactions * Engagement metrics * Performance insights ### Save Template **Steps:** 1. Click **Create** to save your template
{% embed url="" %} 2. The template will be submitted for approval ### Sync Template Status **Steps:** 1. Click **Sync** {% embed url="" %} 2. This updates the template status based on approval from **Meta** ### Preview Template **Steps:** 1. Open the created template 2. Click **Message Preview**
{% embed url="" %} 3. View the complete template layout This preview shows how multiple products will be displayed to users. *** ### Summary The Multiple Product Template helps you: * Showcase multiple products in a single WhatsApp message * Add structured header and message content * Promote catalogs and collections effectively * Track engagement using analytics * Sync and manage approval via **Meta** * Preview the final template before sending # Catalogue Templates The Catalogue Template allows you to share a collection of products with customers through WhatsApp. This template is ideal for showcasing product catalogs and enabling users to browse items seamlessly within a conversation. {% embed url="" %} ### Create a New Template **Steps:** 1. Enter a name in the **Name** field for your template {% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration **Category** Choose the appropriate category:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Marketing** for catalog promotions ### Template Type 1. Click on **Template Type** 2. Select **Catalogue** {% embed url="" %} This template is used to share product collections with customers. ### Compose Message Body * Enter your message content in the **Message Body** field {% embed url="" %} * Use this section to introduce the catalog or highlight key products #### Formatting Options: * **Bold** → Select text and apply bold formatting ### Add Variables Variables allow you to personalize messages dynamically. #### How it works: * Insert placeholders (e.g., {{1}}) into the message * These are replaced with actual values (e.g., name, order ID, date) during message delivery ### Add Footer * Enter text in the **Message Footer** field
{% embed url="" %} * Use this to add closing notes, disclaimers, or call-to-action prompts ### Enable Analytics * Toggle **Button Analytics** to track:
{% embed url="" %} * Customer interactions * Engagement metrics * Template performance ### Save Template **Steps:** 1. Click **Create** to save the template 2. Enter sample values for variables (if used) 3. Click **Create** again to confirm
{% embed url="" %} ### Sync Template Status **Steps:** 1. Click **Sync**
{% embed url="" %} 2. This updates the template status based on approval from **Meta** ### View Template & Preview **Steps:** 1. Click on the created message template
{% embed url="" %} 2. View full template details 3. Access the **Template Preview**
{% embed url="" %} This shows how the catalog message will appear to users. ### Summary The Catalogue Template helps you: * Share product collections through WhatsApp * Personalize messages using dynamic variables * Format content for better readability * Add footer messages for clarity and CTA * Track engagement using analytics * Sync and manage approval via **Meta** * Preview the final catalog message before sending # Payment Link Templates The Payment Link Template allows you to send payment requests directly to customers via WhatsApp. This template is ideal for collecting payments, confirming orders, and streamlining transaction workflows. {% embed url="" %} ### Create a New Template **Steps:** 1. Enter a name in the **Name** field for your template
{% embed url="" %} 2. Configure the required template settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the template remains valid.
{% embed url="" %} **Example:** * If TTL is set to **3 hours:** * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration **Category** Choose the appropriate category:
{% embed url="" %} * Marketing * Utility * Authentication Example: Select **Utility** for payment-related communication ### Template Type
{% embed url="" %} 1. Click on **Template Type** 2. Select **Payment Link**
This template is specifically designed for sending payment requests. ### Add Header Text
{% embed url="" %} * Enter content in the **Header Text** field * This can include payment context such as invoice title or order reference ### Compose Message Body
{% embed url="" %} * Enter your message content in the **Message Body** field * Clearly explain the payment details and next steps #### Formatting Options: * Bold → Apply bold styling for emphasis ### Add Variables Variables allow you to personalize the message dynamically. #### How it works: * Use placeholders (e.g., {{1}}) * These are replaced with actual values like: * Customer Name * Order ID * Payment Amount ### Add Footer
{% embed url="" %} * Enter content in the Message Footer field * Use this for additional instructions or support details ### Save Template **Steps:**
{% embed url="" %} 1. Click **Create** to save the template 2. Enter sample values for variables (if used) 3. Click **Create** again to confirm ### Preview Template **Steps:**
{% embed url="" %} 1. Click on the created template 2. Select **Message Preview** {% embed url="" %} 3. View the complete payment message This preview shows how the payment link template will appear to customers. ### Summary The Payment Link Template helps you: * Send payment requests directly via WhatsApp * Personalize payment messages using dynamic variables * Format messages for clarity and emphasis * Guide users through payment actions efficiently Preview the final payment message before sending # Authentication (OTP) Templates The Authentication Template is used to send secure messages such as OTPs (One-Time Passwords) for user verification. This template ensures safe and time-bound communication for login, verification, and transaction authentication. {% embed url="" %} ### Create a New Template **Steps:**
{% embed url="" %} 1. Enter a name in the **Name** field for your template 2. Configure the required authentication settings ### Time To Live (TTL) The **Time To Live (TTL)** defines how long the authentication message remains valid. {% embed url="" %} **Example:** * If TTL is set to **3 hours**: * Delivered if the user opens within 3 hours * Not delivered if opened after 3 hours ### Select Template Configuration #### Category
{% embed url="" %} 1. Click on **Category** 2. Select **Authentication** This ensures the template is used for secure verification purposes. ### Enable Security Recommendation
{% embed url="" %} * Toggle **Security Recommendation** to add an extra layer of protection * This helps improve the reliability and compliance of authentication messages ### Set Code Expiration
{% embed url="" %} * Enter the **code expiration time (in minutes)** * This defines how long the OTP or verification code remains valid Example: * If set to **5 minutes**, the OTP expires after 5 minutes ### Save Template **Steps:** 1. Click **Create**
{% embed url="" %} 2. The template will be saved and submitted for approval ### Filter Templates You can easily locate authentication templates using filters. Steps: 1. Click the **Status Dropdown** to filter by approval status 2. Select **Authentication** from the **Category Filter** {% embed url="" %} ### View Template Details **Steps:** 1. Select the **OTP Verification Code** template {% embed url="" %} 2. View complete template details ### Preview Template * Access the **Template Preview** to see how the authentication message will appear to users
{% embed url="" %} ### Summary The Authentication Template helps you: * Send secure OTP and verification messages * Configure expiration for time-sensitive codes * Enhance security using recommended settings * Filter and manage authentication templates efficiently Preview the final verification message before sending # Navigate & Overview of the Campaigns {% embed url="" %} #### Overview The Campaigns module allows you to create, manage, filter, and monitor marketing campaigns in OwnChat. From this section, you can: * Create new campaigns * View all campaigns * Filter campaigns by status and tags * Search campaigns by name * Switch between Grid and List view * Export campaign data * Monitor campaign performance metrics ### Access the Campaigns Module #### **Method 1: From Left Sidebar** 1. Log in to OwnChat 2. Click **Campaign** from the left navigation menu {% embed url="" %} The Campaigns dashboard will open. #### Method 2: Using Global Search 1. Click the **Search bar** at the top\ or\ Press Ctrl + K (Windows) / Cmd + K (Mac) 2. Type **Campaign** {% embed url="" %} 3. Select **Campaign** from the search results You will be redirected to the Campaigns screen. ### Accessing Create Campaign Screen To create a new campaign:\ Use the top search bar\ Search for **Create Campaign** {% embed url="" %} Click on **Create Campaign** {% embed url="" %} \ This will open the **Create Campaign screen**, where you can build and configure campaigns. ### Campaign Dashboard Overview The Campaign Dashboard provides a complete view of all campaigns along with filtering and management options.
{% embed url="" %} ### View All Campaigns Click on the **All Campaigns** filter {% embed url="" %} View the complete list of campaigns available in the system ### Search Campaigns Use the search field\ Enter campaign name or keyword {% embed url="" %} \ View filtered results instantly ### Display & Layout Options #### Grid View Click the **Grid View icon** {% embed url="" %} Displays campaigns in a card-based layout #### List View (Default) Displays campaigns in a structured table format ### Campaign Filters You can filter campaigns based on status and tags.
{% embed url="" %} #### Status Filters Click the dropdown filter and choose:\ **Completed** – Campaigns that have already been executed {% embed url="" %} **Active** – Campaigns currently running {% embed url="" %} **Scheduled** – Campaigns planned for future execution {% embed url="" %} \ **All Campaigns** – Displays all campaigns
{% embed url="" %} **Tag Filter** Click on **All Tags**
{% embed url="" %} Select relevant tags\ View campaigns associated with selected tags {% embed url="" %} ### Campaign Table Columns The campaign list provides detailed information through the following columns:\ **Name** – Displays the campaign name\ **Created At** – Shows date and time of campaign creation\ **Created By** – Indicates the user who created the campaign\ **Scheduled At** – Displays scheduled execution time\ **Status** – Shows current campaign status\ **Template Name** – Displays the template used in the campaign ### Export Campaign Data Users can export campaign data for reporting and analysis {% embed url="" %} Helps in tracking performance and maintaining records ### ️ Creating a New Campaign To create a campaign:\ Click on **Add Campaign** {% embed url="" %} Choose the campaign type\ Configure campaign settings ### Campaign Types Ownchat supports multiple campaign types to suit different use cases: #### **Simple Broadcast** Sends template messages to multiple recipients. \ Ideal for announcements and promotions.
{% embed url="" %} #### MM Lite Broadcast Sends multimedia marketing messages to multiple recipients. \ Ideal for sharing promotional images and offers. {% embed url="" %} ### Recurring Campaign Automates campaigns at scheduled intervals. \ Ideal for reminders and periodic communication. {% embed url="" %} #### Drip Campaign Sends a sequence of messages according to a predefined schedule. \ Ideal for follow-ups and customer engagement. {% embed url="" %} #### CSV Broadcast Sends personalized messages using contact data uploaded through a CSV file. \ Ideal for targeted campaigns. {% embed url="" %} #### Google Sheet Broadcast Sends campaign messages using data from a connected Google Sheet. \ Ideal for campaigns with regularly updated contact data. {% embed url="" %} #### API Broadcast Triggers campaigns programmatically using Ownchat’s Campaign API. \ Ideal for automated messaging through business applications and systems. {% embed url="" %} ### Summary The Campaign Dashboard enables you to:\ Access and manage all campaigns\ Create and configure new campaigns\ Filter campaigns by status and tags\ Analyze campaign details and schedules\ Export campaign data for reporting # Simple Broadcast ### How to Run a Campaign Using Simple Broadcast {% embed url="" %} ### Overview Simple Broadcast allows you to send a single WhatsApp template message to multiple selected recipients at once. This section explains how to create, configure, send, schedule, and monitor a Simple Broadcast campaign in Ownchat. It is ideal for:\ Promotions and offers\ Customer updates\ Follow-ups\ Re-engagement campaigns #### 1️⃣ Accessing Simple Broadcast Follow these steps to create a new broadcast campaign:\ Navigate to the **Campaigns** module\ Click **Add Campaign** {% embed url="" %} Click **Create** to start a new campaign\ Select **Simple Broadcast**
{% embed url="" %} #### 2️⃣ Campaign Setup️ #### Campaign Name Enter **a Campaign Name** {% embed url="" %} This is an **internal label** used for:\ Tracking campaigns\ Managing campaigns\ Analyzing performance ### 3️⃣Selecting Target Audience You can choose your audience using **three different methods:** #### Option 1: Select Individual Contacts Best for: **Sending messages** to specific customers\ **Steps:**\ Choose **Contacts** {% embed url="" %} \ Manually select contacts from the list {% embed url="" %} \ Tick the checkbox to include them in the campaign {% embed url="" %} ### Option 2: Use Segments Best for: **Targeting grouped audiences** {% embed url="" %} \ Steps:\ Click **Select Segment dropdown** {% embed url="" %} Choose a segment (e.g., Starting Customer)\ You can select **multiple segments**\ View total contact count in the section {% embed url="" %} \ 👉 If you don’t have a segment:\ Upload contacts using **Bulk Upload**\ Assign tags during upload {% embed url="" %} \ Create a segment using those tags (refer Segment module) ### Option 3: WhatsApp Flow-Based Audience Best for: **Behavior-based targeting**\ Steps:\ Click **WhatsApp Flow dropdown**
{% embed url="" %} \ Select the desired flow {% embed url="" %} \ Example: Appointment Booking
{% embed url="" %} **Proceed to Next Step** Click **Next** after selecting your audience {% embed url="" %} Use **Delete** to remove selected audience if needed
### 4️⃣ Selecting Message Template **⚠️ Important Requirement** {% embed url="" %} Only **Meta-approved WhatsApp templates** can be used\ Templates must be created and approved beforehand
{% embed url="" %} \ Steps:\ Click **Select Template** {% embed url="" %} \ Choose your approved template (e.g., funnelcampimage)\ Preview and confirm ### 5️⃣ Media & Personalization Setup **Add Media** **Click Upload IMAGE from media** {% embed url="" %} \ Select the file using checkbox\ Click **Send selected files**
{% embed url="" %} #### Add Dynamic Variables Click **Select Value dropdown**\ Choose a variable (e.g., Name)\ Set fallback value\ Example:\ Variable → Name {% embed url="" %} Fallback → Customer[
](https://app.supademo.com/demo/cmol1p7ch0129xh0js6xk63v5?utm_source=link) {% embed url="" %} \ 👉 Output:\ If name exists → John\ If not → Customer\ Click **Select** to confirm {% embed url="" %} ### 6️⃣ Advanced Settings Click **Show Advanced Settings** to configure: {% embed url="" %} #### Assign Bot for Replies Select bot from dropdown {% embed url="" %} \ Example: Sales Funnel (Restaurant) #### Retry Settings (Auto Retry) Enable retry to resend failed messages:\ Toggle **Retry Sending Messages** **Configure Retry Attempts:** Attempt Delay Time\ 1st Retry: 6 Hours {% embed url="" %} \ \ 2nd Retry: 5 Hours {% embed url="" %} \ 3rd Retry: 12 Hours {% embed url="" %} Additional retry interval: **3 Hours**\ Maximum allowed retries: **3 attempts**
{% embed url="" %} ### 7️⃣ Campaign Execution **Send Immediately** Click **Send Now**\ Campaign will be sent instantly {% embed url="" %} **Schedule Campaign** Click **Schedule Now** {% embed url="" %} \ Select **Date & Time** {% embed url="" %} \ \ Click **Create Campaign** {% embed url="" %} \ 👉 Campaign will run automatically at scheduled time ### 8️⃣ Campaign Management After creation:\ Campaign appears under All Campaigns \ **View Campaign Details** {% embed url="" %} Click **View Details** to access: {% embed url="" %} \ Delivery status\ Campaign metrics\ Total audience\ Performance insights\ Amount spent {% embed url="" %} #### Auto Retry Campaign Insights You can also track:\ Retry attempts made\ Delivery success after retries\ Overall performance
{% embed url="" %} ### Summary Simple Broadcast enables you to:\ Send bulk WhatsApp campaigns using approved templates\ Target users via contacts, segments, or flows\ Personalize messages using dynamic variables\ Improve delivery with retry logic\ Track campaign performance and analytics *** # MM Lite Broadcast ### How to Run a Campaign Using MM Lite Broadcast {% embed url="" %} ### Overview MM Lite Broadcast allows you to send a WhatsApp template message to multiple selected recipients, similar to Simple Broadcast. The campaign setup, audience selection, message configuration, scheduling, and monitoring process remain the same. The only difference is selecting **MM Lite Broadcast** as the campaign type during creation.\ \ It is ideal for:\ Video-based promotions\ Product showcases\ Lead nurturing campaigns\ High-engagement marketing broadcasts ### 1. Accessing MM Lite Broadcast Follow these steps to create a new campaign:\ Navigate to the **Campaigns** module\ Click **Add Campaign** {% embed url="" %} \ Click **Create**\ Select **MM Lite Broadcast**
{% embed url="" %} ### 2. Campaign Setup **Campaign Name** Enter a **Campaign Name** {% embed url="" %} \ This acts as an internal identifier for:\ Campaign tracking\ Performance analysis\ Management ### 3. Selecting Target Audience You can define your audience using **three methods:** #### Option 1: Select Individual Contacts Best for: **Targeting specific users** {% embed url="" %} \ Steps:\ Search contact using **name or number**\ Select the contact\ Click **Next** {% embed url="" %} \ You can view selected audience count {% embed url="" %} Use Delete to remove selected contacts
{% embed url="" %} #### Option 2: Use Segments Best for: **Bulk campaigns (1000+ users)**\ Steps:\ Click **Select Segment** {% embed url="" %} [
](https://app.supademo.com/demo/cmomecuzo000ezo0ifbcqyemi?utm_source=link)Choose a segment (e.g., Restaurant cold-call funnel) {% embed url="" %} Add multiple segments if required\ View total audience count \ 👉 If no segment exists:\ Upload contacts via **Bulk Upload**\ Assign tags during upload\ Create segments using tags (refer Segment module)\ Click **Next** to proceed {% embed url="" %} \ Use **Delete** to remove selected segments
{% embed url="" %} ### Option 3: WhatsApp Flow-Based Audience Best for: **Behavior-driven targeting**\ Steps:\ Click **WhatsApp Flow dropdown**
{% embed url="" %} \ Select flow (e.g., fromownchatnew01) {% embed url="" %} \ Click **Next** ### 4️. Selecting Message Template **⚠️ Important**\ Only **Meta-approved WhatsApp templates** are supported\ Steps:\ Click **Select Template** {% embed url="" %} \ Choose template (e.g., restaurantfunnel) {% embed url="" %} \ Click **Next**
{% embed url="" %} ### 5. Media & Personalization **Add Video Media** Click **Upload VIDEO from media** {% embed url="" %} \ Select file via checkbox\ Click **Send selected files**
{% embed url="" %} #### Add Dynamic Variables Select variable from dropdown\ Choose **Name**\ Set fallback value\ Example:\ Variable → Name {% embed url="" %} \ Fallback → Customer {% embed url="" %} \ \ 👉 Output:\ If name exists → Personalized name\ If not → “Customer”\ Click **Select** to confirm
{% embed url="" %} #### Add Campaign Tags {% embed url="" %} Enter tags to organize campaign contacts
{% embed url="" %} \ Example: Restaurant lead ### 6. Advanced Settings Click **Show Advanced Settings** to configure:
{% embed url="" %} \ **Assign Bot** Select bot from dropdown for handling replies
{% embed url="" %} **Retry Settings** Enable retry for failed messages:\ Toggle **Retry Sending Messages**
{% embed url="" %} #### Retry Configuration: Maximum retries: **3 attempts** {% embed url="" %} \ Example setup:\ Retry 1 → 3 Hours\ Retry 2 → 4 Hours\ (Add retries using ➕ icon) ### Campaign Execution
{% embed url="" %} **Send Immediately** Click **Send Now**\ Campaign is triggered instantly #### Schedule Campaign Click **Schedule Now** {% embed url="" %} \ \ Select **Date & Time**\ Click OK to confirm {% embed url="" %} \ Click Create Campaign {% embed url="" %} 👉 Campaign will run automatically at scheduled time ### 8. Campaign Management **View Campaign** Campaign appears under **All Campaigns**
{% embed url="" %} #### View Details Click **View Details** to access:
{% embed url="" %} [
](https://app.supademo.com/demo/cmomn33mh00eiy30j7uf8uk1x?utm_source=link)Delivery status\ Campaign metrics\ Total audience\ Performance insights\ Campaign spend #### Auto Retry Insights Track: {% embed url="" %} Retry attempts count\ Delivery improvements\ Final campaign performance ### Summary MM Lite Broadcast enables you to:\ Send **video-based WhatsApp campaigns**\ Target users via contacts, segments, or flows\ Personalize messages dynamically\ Organize campaigns using tags\ Improve delivery with retry logic\ Monitor performance and analytics # Recurring Campaign ### How to Run a Recurring Campaign {% embed url="" %} ### Overview Recurring Campaign allows you to automatically send WhatsApp template messages at scheduled intervals. Unlike Simple or MM Lite Broadcast (which run once), a Recurring Campaign runs repeatedly based on the selected frequency. Use this feature for: * Daily reminders * Weekly promotions * Monthly updates * Subscription notifications ### Step 1: Access Recurring Campaign 1. Go to the left sidebar 2. Click **Campaign** 3. Click **Add Campaign** {% embed url="" %} 4. Select **Recurring Campaign** {% embed url="" %} ### Step 2: Set Campaign Details **Campaign Name** Enter a clear and descriptive campaign name. {% embed url="" %} Example: * Daily Reminder * Weekly Offer * Monthly Newsletter ### Step 3: Select Audience Choose the target audience. #### **1️⃣ Contacts** Use this option to send a campaign to specific individual contacts. **Steps:** 1. Select **Contacts** as the audience type {% embed url="" %} 2. View the contact list 3. Select required contacts using the checkbox 4. Click **Next** to proceed {% embed url="" %} This option is suitable for targeting specific users. #### **2️⃣ Segments** Use this option to send campaigns to a large audience based on predefined tags or conditions. **Steps:** 1. Create a segment from the **Segments** screen using required tags 2. Select **Segments** during campaign setup {% embed url="" %} 3. Choose the created segment from the dropdown menu {% embed url="" %} 4. View the total number of contact records included {% embed url="" %} If you selected the wrong segment: * Delete the selected audience * Re-select the correct segment * Proceed with the campaign #### 3️⃣ WhatsApp Flows Use this option to target contacts who interacted with a specific WhatsApp bot flow. Steps: 1. Select **WhatsApp Flows** as the audience type {% embed url="" %} 2. Choose the required workflow from the dropdown menu {% embed url="" %} 3. Click **Next** to proceed to message configuration ### Step 4: Select Templates Recurring Campaign requires a minimum of **3 templates.** * You can use up to **4 templates** in a recurring campaign. {% embed url="" %} After selecting each template: * Preview the template * Upload media (if applicable) {% embed url="" %} * Add media separately for each template if required {% embed url="" %} #### Add Campaign Tags Click the **Tag input field** to add campaign tags. {% embed url="" %} Tags help in: * Better organization * Easy filtering {% embed url="" %} * Quick identification ### Step 5: Set Campaign Frequency Use the **Frequency dropdown** to configure how often the campaign should run. {% embed url="" %} Available options: * Daily * Weekly * Monthly **Daily Frequency** If you select **Daily**, the campaign will run every day at the selected time. {% embed url="" %} You can: * Choose specific Days of the Week (if required) * Select the Time Zone * Set the Start Date and Time * Define the End Date **Weekly Frequency** If you select **Weekly**, you can: {% embed url="" %} * Set the Repetition Interval (e.g., every 1 week or every 2 weeks) * Choose specific Days of the Week * Configure the Time Zone * Set the Start Date and Time * Define the End Date **Monthly Frequency** If you select **Monthly**, you can: {% embed url="" %} * Choose the specific Day of the Month * Select the required Month * Configure the Time Zone * Set the Start Date and Time * Define the End Date #### Step 6: Create Recurring Campaign After completing all required fields: 1. Review the configuration 2. Click **Create Recurring Campaign** {% embed url="" %} The campaign will be scheduled based on your selected configuration. ### Monitor Recurring Campaign Click the campaign name to track: * Audience size * Sent * Delivered * Read * Failed * Amount used You can pause, edit, or stop the recurring campaign if required. ### Summary Recurring Campaign allows you to: * Select Contacts, Segments, or WhatsApp Flows * Use 3 to 4 templates * Configure Daily, Weekly, or Monthly schedules * Set Time Zone, Start Date, and End Date * Organize campaigns using tags * Automatically run campaigns at defined intervals This completes the Recurring Campaign setup process in Ownchat. # Drip Campaign ### Overview A Drip Campaign allows you to send a sequence of WhatsApp template messages to a selected audience over a scheduled period. You can configure multiple message steps, personalize messages using contact fields, attach media, set delivery conditions, retry failed sends, and define goal conditions to stop further messages when a specified goal is met. {% embed url="" %} A single drip campaign supports a maximum of 10 message steps. ### 1. Create a Drip Campaign 1. Click Campaign in the left sidebar to open the campaign management tools. {% embed url="" %} 2. Click Add Campaign to create a new campaign. {% embed url="" %} 3. Enter a name in the Campaign Name field. {% embed url="" %} 4. Click Select Segments to choose the audience for the drip campaign. 5. Click the Select Segment field to view the available Segment V2 audiences. {% embed url="" %} 6. Select the required audience, such as Entry: Ownchat leads starts 7th October 2026. {% embed url="" %} 7. Click Next to proceed to the message configuration step. {% embed url="" %} ### 2. Configure Audience Enrollment and Delivery Conditions #### Enroll Contacts Who Join Later 1. Locate the Enroll contacts who join later toggle. {% embed url="" %} 2. Enable the toggle to automatically enroll new contacts who join the selected segment. 3. Disable the toggle if new contacts should not be automatically enrolled. {% embed url="" %} Choose the setting based on whether the campaign should include contacts who join the segment after the campaign is configured. #### Require Delivery Before the Next Step 1. Locate the Require delivery before next step toggle. 2. Enable it to require successful delivery of the current message before the contact proceeds to the next step. {% embed url="" %} 3. Disable it to remove this delivery requirement between steps. {% embed url="" %} Review these settings before configuring the messages to ensure the drip journey follows the intended enrollment and delivery behavior. ### 3. Configure the First Message Step #### Select a WhatsApp Template 1. Click Select Template to open the available WhatsApp templates. 2. Locate the required template, such as t19\_deepavali\_store\_tim. 3. Select the checkbox on the template card. {% embed url="" %} 4. Click Select to apply the template, if prompted. #### Map Template Variables Template variables allow you to personalize messages using contact information or predefined fallback text. 1. Click the first Select Value field to configure the value for the {{1}} placeholder. 2. Select name from the dropdown to map the contact's name to the variable. {% embed url="" %} 3. Click Enter fallback value and enter a default value for the name variable. {% embed url="" %} 4. Click the next Select Value field to configure the {{2}} placeholder. 5. Select Use Fallback Value if you want to use fixed text instead of a contact field. {% embed url="" %} 6. Click Enter fallback value and enter the fallback text for the store hours variable. {% embed url="" %} Repeat this process for all variables used in the selected template. Ensure each variable is mapped to the correct contact field or fallback value. {% embed url="" %} #### Schedule the First Message 1. Click the Send at field to open the date and time picker. {% embed url="" %} 2. Select the required date, such as 20 October 2026. 3. Select the required hour, such as 11 AM. 4. Click OK to confirm the scheduled date and time. {% embed url="" %} Verify the schedule before proceeding to the next message step. ### 4. Add Additional Message Steps 1. Click Add Step to add another message to the drip campaign. {% embed url="" %} 2. In Step 2, click Select Template. {% embed url="" %} 3. Locate the required template, such as t15\_deepavali\_reward\_po. 4. Select the checkbox on the template card. {% embed url="" %} 5. Click Next to continue with the selected template. {% embed url="" %} 6. Click Add Files to upload an image from your media library. You can select the default image provided with the template or choose a different image. The image selected here will be sent to customers along with the template message content. {% embed url="" %} 7. Select the required image, such as the Ownchat template image. 8. Click Send selected files to attach the selected media. {% embed url="" %} 9. Use the Value dropdown to map each template variable to the appropriate contact field or fallback value. 10. Click Select to apply the template. {% embed url="" %} 11. Configure the message's send date and time.
Repeat these steps to add more messages to the drip journey. Important: A single drip campaign supports a maximum of 10 message steps. Once the 10th step has been added, you cannot add another message step to that drip campaign. {% embed url="" %} ### 5. Configure Message Scheduling Each message step can be scheduled according to the requirements of the drip journey. #### Schedule Messages Using a Specific Date and Time 1. Click the Send at field for the required step. 2. Select the desired date. 3. Select the desired hour and time. 4. Click OK to confirm the schedule. Repeat the process for each step that requires a specific send time. #### Schedule a Message Using Delay from Previous 1. Click the Send at field for the required message step. {% embed url="" %} 2. Select Delay from previous to schedule the message relative to the preceding step's send time. {% embed url="" %} 2. Configure the delay as required, if prompted. 3. Review the schedule to ensure the message follows the intended sequence. Use this option when messages should be sent at intervals relative to the previous step instead of at independently selected dates and times. ### 6. Configure Retry for Failed Sends 1. Locate the Retry failed sends option in the message step settings. 2. Enable the option to automatically retry messages that fail to send. {% embed url="" %} 3. Review the remaining message settings before proceeding. This setting helps handle failed message sends without requiring each failed message to be managed manually. Retry behavior depends on the campaign's configured options. ### 7. Configure Additional Templates and Media For subsequent steps, such as Step 3, follow these instructions to select a template and configure its content. 1. Click Select Template. {% embed url="" %} 2. Locate the required template, such as t14\_refer\_friends. 3. Select the checkbox on the template card. 4. Click Next to continue. {% embed url="" %} 5. Click Upload IMAGE from media to open the media selection interface. {% embed url="" %} 6. Select the required image thumbnail in the Select Media grid. 7. Click Send selected files to attach the chosen media. {% embed url="" %} 8. Click the Value dropdown for each template variable. 9. Select the appropriate contact field or fallback value for every variable. {% embed url="" %} 10. Click Select to confirm the template and apply it to the drip campaign. {% embed url="" %} 11. Configure the send time or delay for the step.
Repeat the process for the remaining message steps, ensuring that every template has the correct variables, media, and scheduling configuration. ### 8. Configure Goal Conditions Goal conditions allow you to define when a contact should stop receiving further messages in the drip journey. #### Add a Goal 1. Click Add Goal to configure a goal condition. {% embed url="" %} 2. Select the appropriate field for the condition. 3. Configure the condition to evaluate whether the intended goal has been achieved. {% embed url="" %} 4. Ensure the goal condition is configured in the appropriate step of the drip campaign. #### Configure the Goal Action 1. Locate the When Goal Is Met setting. 2. Select Stop campaign to stop the contact from receiving further steps when the goal condition is met. {% embed url="" %} Important: Goal conditions must be configured correctly in the relevant step for the campaign to evaluate whether the goal has been achieved. Adding a goal without configuring the appropriate condition may not produce the intended result. ### 9. Review the Drip Campaign 1. Click Next: Review Campaign to proceed to the campaign review screen. {% embed url="" %} 2. Click Steps to review the sequence of messages in the drip journey. {% embed url="" %} 3. Verify the selected audience and enrollment settings. 4. Check the template selection and variable mappings for every step. 5. Verify that the required media files are attached. 6. Review the send dates, times, and delays. 7. Check the retry settings and goal conditions. 8. Confirm that the message sequence matches the intended campaign journey before completing the setup. ### 10. View Campaign Details and Analytics 1. Click Go to campaigns to return to the campaign list. {% embed url="" %} 2. Locate the relevant drip campaign, such as Ownchat Drip. 3. Click View Details on the campaign card to open the campaign details. {% embed url="" %} 4. Review the analytics available for each message step. Use the step-level analytics to monitor message performance and review the results of the drip campaign. ### 11. Edit the Drip Journey 1. Open the details of the required drip campaign. 2. Click Edit Journey to update the drip journey settings and goal conditions. {% embed url="" %} 3. Review the existing message steps. 4. Click Add Goal Filter to configure the goal conditions for your drip campaign. Define the required conditions to determine when a contact has achieved the goal and should stop receiving further messages. {% embed url="" %} 5. Locate the Field Name dropdown in the relevant condition or filter settings. {% embed url="" %} 6. Select the contact field you want to use. 7. Update the required journey settings and goal conditions. 8. Review the changes before completing the edit. Ensure that the updated conditions match the intended audience and campaign exit behavior. ### 12. Return to the Campaign List 1. Click the Back arrow to return to the campaign list. 2. Locate the required drip campaign. 3. Click Actions to open the available campaign options. {% embed url="" %} 4. Select the appropriate action based on the task you want to perform. 5. Click here to refresh the data. Then, go to Step 1, click View Details, and review the analytics for each step of the drip campaign. {% embed url="" %} ### 13. Cancel a Drip Campaign If you need to stop a drip campaign, follow these steps: 1. Open the relevant drip campaign. 2. Click Cancel Campaign to initiate cancellation. {% embed url="" %} 3. Click Yes to confirm the cancellation. 4. Verify that the campaign status indicates that the campaign has been cancelled. {% embed url="" %} Review the campaign status after confirmation to ensure the cancellation is reflected in the campaign list.\ \ Note: Once the campaign is scheduled, the steps will be processed automatically according to their configured send dates and times or delays. After the first step has been completed, the campaign status will display Step 1 Completed. You can refresh the campaign data, open View Details, and review the analytics for each step. {% embed url="" %} ### Summary The Drip Campaign feature in Ownchat allows you to send up to 10 WhatsApp template messages to selected audience segments in a planned sequence. You can configure contact enrollment, personalize messages using template variables and fallback values, attach media, schedule messages using specific dates and times or delays, and retry failed sends. Goal conditions help stop further messages when the specified goal is achieved. You can review the message sequence before completing the setup, monitor step-level analytics, edit journey settings and conditions, refresh campaign data, and cancel the campaign when required. By configuring each step carefully, you can manage a structured messaging journey and deliver relevant messages to your selected audience. # CSV Broadcast A CSV Broadcast allows you to send targeted campaigns to a specific list of customers by uploading a CSV file containing their contact details and mapping the required fields to personalize messages. {% embed url="" %} How It Works 1. Upload CSV File:Upload a CSV file containing customer details, such as phone numbers and names. 2. Map Fields:Map the CSV columns to the corresponding fields, such as Phone Number and Name. 3. Select Template:Choose a WhatsApp or RCS message template for your campaign. 4. Personalize Messages:Map template variables to CSV columns and configure fallback values where required. 5. Configure Settings:Add campaign tags, set retry intervals, and enable RCS fallback if needed. 6. Send or Schedule:Send the campaign immediately or schedule it for a preferred date and time. 7. Track Campaign:View the campaign details and monitor its configuration from the Campaigns section.
First, click Campaign in the left sidebar to access campaign management. {% embed url="" %} Review the Overall Campaign Analytics section to view campaign performance metrics. {% embed url="" %} Click Add Campaign to create a new campaign. {% embed url="" %} Select CSV Broadcast to create a campaign using a CSV file.\ Click Select and choose the CSV file containing your customer details.\ A CSV Campaign allows you to send targeted messages to a specific list of customers using contact details uploaded from a CSV file. {% embed url="" %} ### Configure the Campaign Select WhatsApp as your delivery channel. To send the campaign through RCS, select RCS as the campaign channel. For WhatsApp campaigns, you can also enable RCS Fallback. If a message cannot be delivered through WhatsApp due to a delivery or health error, it can be sent through RCS instead. Enter a name in the Campaign Name field to identify your broadcast. {% embed url="" %} ### Upload and Map the CSV File In the Campaign Audience section, drag and drop your CSV file or click to browse and select it from your computer. {% embed url="" %} The system analyses the uploaded CSV file and maps the available data based on its columns. {% embed url="" %} \ Select Phone Number to map the column containing the recipients' mobile numbers. {% embed url="" %} Select Name to map the column containing customer names. {% embed url="" %} ### Select and Personalize the Template Click Select Template and choose the VIP customer template. {% embed url="" %} \ Click Next to proceed to campaign configuration. {% embed url="" %} Click Upload IMAGE from media to add the template image.\ Select the VIP content checkbox to include the required file, then click Send selected files to proceed. {% embed url="" %} Under the Variable field, select the CSV column header to use for Variable 1. The system retrieves the corresponding values from that column in your uploaded CSV file for template personalization.\ Only CSV column headers are available for mapping; fields created in the Field Collection will not appear unless they are included in the CSV. {% embed url="" %} Select Name from the dropdown to personalize the customer name variable. {% embed url="" %} Enter a fallback value in the text field to display default content when the variable is unavailable. {% embed url="" %} For button personalization, click Select Value and choose the required customer variable. {% embed url="" %} Click Use Fallback Value to apply a default value to the button data field, then select the fallback value to use when the variable is unavailable. {% embed url="" %} Enter the website URL where customers should be redirected when they click the button. {% embed url="" %} Click Select to confirm and apply the template. {% embed url="" %} ### Add Campaign Tags Click Select Tags to organize your campaign for easier tracking and management. {% embed url="" %} Enter the desired tag and click Add to create or add it to the available tags. Select the Diwali campaign tag, then click Add to apply it to your campaign. {% embed url="" %} ### Configure Advanced Settings Click Advanced Settings to configure automatic retries and RCS fallback. {% embed url="" %} Enable the Retry checkbox to automatically retry failed messages. {% embed url="" %} Configure the retry intervals as follows: 1. Select 2 Hours for the first retry attempt. {% embed url="" %} 2. Click the plus (+) icon to add another retry attempt, then select 5 Hours for the second attempt. {% embed url="" %} 3. Click the plus (+) icon again to add a third retry attempt, then select 10 Hours. {% embed url="" %} #### Configure RCS Fallback Enable the RCS Fallback switch to allow undelivered WhatsApp messages to be sent through RCS. {% embed url="" %} Enable the Sent but not delivered option to retry messages that were sent but not delivered. {% embed url="" %} Select the required wait duration to configure the RCS fallback delay. {% embed url="" %} Click Select RCS Fallback Template to choose the fallback message template. {% embed url="" %} Select the checkbox for the trans\_leyal RCS fallback template. {% embed url="" %} ### Send or Schedule the Campaign Select Send Now to send the campaign immediately or Schedule Now to schedule delivery for a later time. {% embed url="" %} To schedule the campaign, click the date and time field and select your preferred delivery date and time. {% embed url="" %} Click OK to confirm the schedule. {% embed url="" %} [
](https://app.supademo.com/demo/cmv2e4qzs00ckyc0jko9ncld6?utm_source=link)Finally, click the Create Campaign button to finalize your WhatsApp broadcast campaign. {% embed url="" %} ### View Campaign Details Once the CSV campaign is created, navigate to the Campaigns section to view it. Open the campaign details to review its configuration and verify whether RCS fallback is enabled for the WhatsApp campaign. {% embed url="" %} For scheduled campaigns, locate the campaign in the Campaigns section and review its scheduling details. You have now created a CSV Broadcast campaign and configured its delivery, personalization, retry settings, and optional RCS fallback. {% embed url="" %} Click the campaign name to track: * Audience size * Sent * Delivered * Read * Failed * Amount used You can view the campaign details and verify whether RCS fallback is enabled for your WhatsApp campaign. For scheduled campaigns, you can also check the scheduled delivery details. #### Summary CSV Broadcast allows you to: * Upload a CSV file containing customer details * Map phone numbers, names, and other CSV columns * Select WhatsApp or RCS as the delivery channel * Personalize messages using CSV variables and fallback values * Configure campaign tags and automatic retry intervals * Enable RCS fallback for undelivered WhatsApp messages * Send campaigns immediately or schedule them for later * View campaign details and verify campaign settings This completes the CSV Broadcast setup process in Ownchat. # Google Sheet Broadcast # API Broadcast # Multi channel bot action ### Overview The **Multi Channel Bot Action** allows you to create and manage bots that work across **WhatsApp, Instagram**, or both channels. You can configure intent messages, build workflows using nodes, and publish bots for customer interactions. {% embed url="" %} ### Accessing Bot Configuration * Log in to Ownchat * Click the **Bot** menu icon * View all bots using the **All Status filter** * Select **Inactive** to view inactive bots (optional) ### Creating a Bot #### Step 1: Start Bot Creation * Click **Create New Bot** * Enter a name in the **Bot name** field {% embed url="" %} #### Step 2: Configure Intent Message * Enter a greeting message in the **Intent Message** field * Select an intent option from the dropdown {% embed url="" %} #### Step 3: Set Bot Configuration * Enter **bot expiry time** (in minutes) * Select a **Channel Type**: * Instagram * WhatsApp * WhatsApp & Instagram * Click **Create** {% embed url="" %} ### Channel-Specific Setup #### Instagram Bot * Select **Instagram** in Channel Type * Choose intent message * Click **Create** * Click **Edit Bot** * Toggle **Publish** * Click **Update** {% embed url="" %} #### WhatsApp Bot * Select **WhatsApp** in Channel Type * Enter intent message * Optionally: * Select predefined greetings * Add wildcard (\*) intent * Click **Create** * Click **Edit Bot** * Toggle **Publish** * Click **Update** {% embed url="" %} #### WhatsApp + Instagram Bot * Select **WhatsApp & Instagram** in Channel Type * Enter and select intent message * Click **Create** * Click **Edit Bot** * Toggle **Publish** * Click **Update** {% embed url="" %} ### Channel Behavior Bots work based on the channels enabled during setup. The bot responds only on the selected channel(s). #### Single Channel Usage If your account is onboarded with **WhatsApp only:** * Bots can be created and used only on WhatsApp * Bot responds only to WhatsApp messages {% embed url="" %} If your account is onboarded with **Instagram only:** * Bots can be created and used only on Instagram * Bot responds only to Instagra messages {% embed url="" %} #### Multi Channel Usage (WhatsApp + Instagram) If both **WhatsApp & Instagram** are enabled: * A single bot can be used for both channels * The same bot works across both platforms {% embed url="" %} **Behavior:** * WhatsApp message → Bot responds on WhatsApp * Instagram message → Bot responds on Instagram ### Building the Bot Workflow #### Add Nodes * Click **Add Node** or **+ icon** * Insert nodes into the workflow #### Add Actions * Click **Add Action** inside a node * Select required action ### Key Actions #### **Send WhatsApp Invite** * Used in WhatsApp + Instagram bots * Captures customer mobile number **Steps:** * Click **Add Action** → **Select Send WhatsApp Invite** * Enter message in **Message field** * Click **Create** #### Send Text Message * Click **Send Text** * Enter message in **Message field** * Click **Create** #### Customer Identification * Instagram → Identified using **Instagram ID** * WhatsApp → Identified using **phone number** * Use **Send WhatsApp Invite** to collect phone numbers from Instagram users ### Publishing the Bot {% embed url="" %} * Complete workflow * Click **Publish** * Verify status at the top * Active bots appear in active state ### Important Points * Bot works only on the channels enabled during setup * Bot actions behave the same across channels * Instagram users are identified by Instagram ID * Phone number capture requires **Send WhatsApp Invite** * Use wildcard (\*) only if needed * Always **Publish + Update** after changes * Complete workflow before publishing ### Summary * Create bots for WhatsApp, Instagram, or both * Configure intent messages * Build workflows using nodes and actions * Capture mobile numbers using WhatsApp invite * Publish bot to activate # AI Chatbot Studio ## How to Create a Bot Using Chatbot Studio ### Overview The Prompt-Based AI Chatbot Studio in Ownchat allows you to generate a chatbot using a natural-language prompt. You can describe the required bot behavior, generate bot actions automatically, publish the bot, and configure the AI Agent node with the required model and tools. {% embed url="" %} You can also edit, duplicate, add bots to the library, or delete bots using the available bot management options. ### 1. Open Chatbot Studio 1. Click Bot in the left sidebar to open the bot management page. {% embed url="" %} 2. Locate the icon used to generate AI content from a prompt. 3. Click the icon to start creating your bot using the Prompt-Based AI Chatbot Studio. {% embed url="" %} ### 2. Generate a Bot Using a Prompt 1. Enter a prompt describing the chatbot you want to create. 2. Include the required bot behavior, conversation flow, actions, and business requirements in your prompt. 3. Review the generated content. 4. If you want to make changes, click the message input box. 5. Enter your instructions for the required changes and generate the updated prompt. 6. Copy the updated prompt and paste it into the input box, if required by the workflow. 7. Review the updated bot content before proceeding. {% embed url="" %} Provide clear instructions in your prompt to help generate a bot that matches your requirements. ### 3. Generate Bot Actions Automatically 1. Submit the prompt to generate the bot. 2. Review the generated bot actions. 3. Verify that the required actions and links have been created. The generated actions are created automatically and are available in the Actions section, similar to imported actions. Relevant links are included where applicable. Review the generated actions to ensure they match the intended chatbot workflow. ### 4. Publish the Bot 1. Review the generated bot flow, actions, and AI Agent configuration. 2. Click Publish My Bot to publish the bot. {% embed url="" %} Ensure that the bot is configured correctly before publishing. {% embed url="" %} ### 5. Configure the AI Agent Node 1. Click the AI Agent node to open its settings. 2. Select the required AI model. 3. Configure the tools needed for the AI Agent. 4. Review the configuration to ensure the model and tools support the intended bot behavior. {% embed url="" %} Configure the AI Agent according to your requirements before publishing the bot. ### 6. Manage an Existing Bot 1. Locate the bot on the bot management page. 2. Click the three-dot menu to view the available bot management options. 3. Select the required option based on the action you want to perform. {% embed url="" %} #### Edit Bot Select Edit Bot to make changes to the bot manually. #### Edit with AI Select Edit with AI to modify the bot using a prompt. Enter the required changes and review the generated updates. #### Add to Library Select Add to Library to add the bot to the library. This allows other Ownchat users to download and use the bot for their own requirements. #### Duplicate Select Duplicate to create a copy of the bot along with its existing actions. #### Delete Select Delete to remove the bot when it is no longer required. Review the selected bot before confirming the deletion, if prompted. ### Summary The Prompt-Based AI Chatbot Studio in Ownchat allows you to create chatbots by describing your requirements in a prompt. You can refine the generated content, automatically create bot actions, configure the AI Agent node with the required model and tools, and publish the bot. You can also manage existing bots using the available options to edit them manually, modify them with AI, add them to the library, duplicate them with their existing actions, or delete them when they are no longer required. # Navigation & Overview of Chatbot ### Access Chatbot Module 1. Click the **Bot** icon in the left menu {% embed url="" %} 2. The **Chatbot Dashboard** will open
{% embed url="" %} ### Chatbot Dashboard Overview #### Search Bar Use the search bar to find a specific bot.
{% embed url="" %} #### Status Filter (All Status) Filter bots by: * Active Bots – Live bots
{% embed url="" %} * Inactive Bots – Unpublished bots
{% embed url="" %} #### View Options * Grid View – Manage integrations or extensions {% embed url="" %} * List View – Switch to detailed list format
{% embed url="" %} #### Reload Click **Reload** to sync bot data.
{% embed url="" %} ### Create a Chatbot There are two methods to create a chatbot. #### Option 1: Create Custom Bot 1. Click **Create New Bot**
{% embed url="" %} 1. Enter required details 2. Click **Create** ### Bot Configuration Fields #### Bot Name Enter a descriptive name. Examples: * Customer Support Bot * Order Tracking Bot * Menu Bot You can rename or switch bots from the dropdown at the top. {% embed url="" %} #### Trigger Type Select **Text**.
{% embed url="" %} Enter keyword(s) users must type. Examples: * Hi * Hello * Menu * Support Multiple keywords can be added:\ Hi, Hello, Start, Menu
{% embed url="" %} #### Channel Type Set as **WhatsApp.**
{% embed url="" %} #### Bot Expiry Time Enter inactivity duration in minutes. Example: 15 minutes Purpose: * Automatically end inactive sessions * Maintain structured conversations
{% embed url="" %} #### Background Colour Select a colour for visual identification in the dashboard. Click **Create** after completing required fields.
{% embed url="" %} #### Option 2: Create from Bot Library 1. Go to **Bot Library** 2. Select a template (e.g., Food Booking, Education) 3. Click **Duplicate** 4. Modify as required Use this method to start with predefined flow structures. ### Editing and Publishing the Bot #### **Edit Bot** 1. Click **Edit Bot** {% embed url="" %} 2. Make changes 3. Click **Update** {% embed url="" %} #### **Publish Bot** 1. Enable the **Publish Toggle** (top right) {% embed url="" %} **Status Indicators:** * Grey – Bot not published * Green – Bot is live
{% embed url="" %} You can also view: * Bot status * Last updated time If no changes are made, publishing remains disabled.
{% embed url="" %} ### Bot Actions (Flow Builder Overview) Bot Actions is used to build automation flows and define conversation logic. #### Path **Untitled01** represents the name of the current chatbot flow path.\ You can rename this path to a more meaningful name based on the workflow purpose, such as: * Welcome Flow * Order Process Flow * Customer Support Flow The dropdown arrow allows you to switch between different available flow paths within the bot builder.
{% embed url="" %} #### Add Node Click **Add Node** to add flow steps. Available action types: * Send Action – Send messages * Ask Action – Collect user input * Utility – Perform backend actions * Connection – Connect flow paths
{% embed url="" %} #### No-Response Flow Accessible from the **Settings icon.** Used to: * Handle inactive users * Send follow-up messages * Prevent conversation drop-offs
{% embed url="" %} #### Flow Completion Used to properly end the conversation. Purpose: * Close the flow smoothly * Ensure structured conversation ending ### Flow Builder Controls Right-side toolbar options: * Zoom In * Zoom Out * Current Zoom Level Indicator * Reset * Reset View Position * Star Icon – Auto-align layout * Help Icon
{% embed url="" %} #### Help Icon Displays keyboard shortcuts for faster navigation. {% embed url="" %} # Send Action {% embed url="" %} ### Navigation & Dashboard Overview #### Access Chatbot Module 1. Click the **Bot** icon in the left menu 2. The Chatbot Dashboard will open ### Chatbot Dashboard Overview **Search Bar** Use the search bar to find a specific bot. **Status Filter (All Status)** Filter bots by: * Active Bots – Live bots * Inactive Bots – Unpublished bots **View Options** * Grid View – Manage integrations or extensions * List View – Switch to detailed list format **Reload** Click **Reload** to sync bot data. ### Create a Chatbot There are two methods to create a chatbot. #### Option 1: Create Custom Bot 1. Click **Create New Bot** 2. Enter required details 3. Click **Create** #### Bot Configuration Fields **Bot Name** Enter a descriptive name. Examples: * Customer Support Bot * Order Tracking Bot * Menu Bot You can rename or switch bots from the dropdown at the top. **Trigger Type** Select **Text**. Enter keyword(s) users must type. Examples: * Hi * Hello * Menu * Support Multiple keywords can be added:\ Hi, Hello, Start, Menu **Channel Type** Set as **WhatsApp**. **Bot Expiry Time** Enter inactivity duration in minutes. Example: 15 minutes Purpose: * Automatically end inactive sessions * Maintain structured conversations **Background Colour** Select a colour for visual identification in the dashboard. Click **Create** after completing required fields. ### Option 2: Create from Bot Library 1. Go to **Bot Library** 2. Select a template (e.g., Food Booking, Education) 3. Click **Duplicate** 4. Modify as required Use this method to start with predefined flow structures. #### Editing and Publishing the Bot #### Edit Bot 1. Click **Edit Bot** 2. Make changes 3. Click **Update** #### Publish Bot 1. Enable the **Publish Toggle** (top right) Status Indicators: * Grey – Bot not published * Green – Bot is live You can also view: * Bot status * Last updated time If no changes are made, publishing remains disabled. ### Bot Actions (Flow Builder Overview) Bot Actions is used to build automation flows and define conversation logic. #### Add Node Click **Add Node** to add flow steps. Available action types: * Send Action – Send messages * Ask Action – Collect user input * Utility – Perform backend actions * Connection – Connect flow paths #### No-Response Flow Accessible from the **Settings icon.** Used to: * Handle inactive users * Send follow-up messages * Prevent conversation drop-offs **Flow Completion** Used to properly end the conversation. Purpose: * Close the flow smoothly * Ensure structured conversation ending ### Flow Builder Controls Right-side toolbar options: * Zoom In * Zoom Out * Current Zoom Level Indicator * Reset * Reset View Position * Star Icon – Auto-align layout * Help Icon #### Help Icon Displays keyboard shortcuts for faster navigation. # Send Actions - Introduction {% embed url="" %} ### **Overview** Send Actions are used to deliver different types of messages to customers within a chatbot flow. These actions allow you to send text, media, documents, products, and interactive messages to guide users through automated conversations. Each Send Action sends information to the customer without requiring an immediate response. This helps businesses share updates, media, product details, and promotional content efficiently during automated interactions. ### **Send Actions Overview** #### **Send Text** Sends a plain text message to customers within the bot flow.\ This action is commonly used for greetings, updates, confirmations, or informational messages. {% embed url="" %} #### **Send Image** Sends an image message to customers with an optional caption.\ It is useful for sharing visual content such as product images, promotions, or announcements. {% embed url="" %} #### **Send Audio** Sends an audio file or voice message to customers.\ This action helps deliver voice instructions, recorded messages, or audio updates. {% embed url="" %} #### **Send Video** Sends a video message with an optional caption.\ It is typically used for product demonstrations, tutorials, or promotional videos. {% embed url="" %} #### **Send Document** Sends document files such as PDFs, Word files, or spreadsheets.\ This action is useful for sharing brochures, invoices, reports, or downloadable resources. {% embed url="" %} #### **Send Products** Sends product details directly from the catalog to customers.\ It allows customers to view product information and interact with items directly inside the chat. {% embed url="" %} #### **Send Carousel Media** Sends a scrollable set of media cards containing images, titles, and buttons.\ This action is ideal for showcasing multiple offers, features, or promotions in a single message. {% embed url="" %} #### **Send Carousel Products** Sends a horizontal list of products from the catalog in a carousel format.\ Each card displays product details, allowing customers to browse multiple products easily. {% embed url="" %} #### **Send Button** Sends a message with interactive buttons that allow users to respond by clicking predefined options.\ This helps guide users through quick selections without requiring manual typing. {% embed url="" %} #### **Send List** Sends a structured list message containing multiple selectable options.\ Customers can browse and choose an item from the list to continue the conversation. {% embed url="" %} #### **Send Template** Sends a WhatsApp-approved template message to customers within the bot flow.\ Templates are typically used for notifications, alerts, or structured business communications. {% embed url="" %} #### **Send CTA URL** Sends a message with a call-to-action button that redirects customers to a specific URL.\ This is useful for directing users to websites, payment pages, booking forms, or product pages. {% embed url="" %} ### Common Configuration Fields Most Send Actions include the following settings. #### Action Name The internal name used to identify the action in the workflow. #### Message Content The text, media, or template message sent to the user. #### Media Attachment Allows you to attach images, videos, documents, or audio files to the message. #### Template Selection Used to select approved WhatsApp templates for sending business messages. #### Buttons / Quick Replies Allows users to interact using predefined buttons or quick reply options. #### Delay Settings Defines the delay time before sending the message to simulate natural conversation flow. #### Next Action Determines which action should be triggered after the message is sent. ### Example Send Flow #### Example chatbot interaction: **Bot:** Welcome to OwnChat 👋\ **Bot:** Please choose an option below. **User:** Show Menu **Bot:** Here’s our menu 🍽️\ **Bot:** Your order will be delivered within 20 seconds 🚀 The chatbot sends automated messages and guides the user through the conversation flow. ### Best Practices Follow these recommendations when designing Send Action flows. **Use clear and short messages** Keep messages easy to understand and user-friendly. **Use media wisely** Add images, videos, or documents only when necessary. **Use approved templates properly** Ensure WhatsApp templates are approved before using them in workflows. **Add interactive buttons** Buttons improve user engagement and simplify navigation. **Maintain proper flow sequence** Arrange messages logically for a smooth chatbot experience. **Avoid excessive messaging** Sending too many messages continuously may reduce user engagement. ### Summary {% embed url="" %} Send Actions allow chatbots to send messages, media, and notifications to users during conversations. With Send Actions, you can: * Send text messages instantly * Share images, videos, documents, and audio files * Deliver template messages to users * Send automated replies and notifications * Build smooth and engaging chatbot conversations Send Actions are essential for creating interactive communication and automated customer engagement workflows. # Send Text {% embed url="" %} #### Overview The **Send Text** action allows you to send a plain text message within a bot flow. This action: * Sends text-only messages (including URLs) * Does not collect user input * Automatically proceeds to the next node #### Add a Send Text Action 1. Click **Add Node** {% embed url="" %} 2. Select **Send Action** 3. Choose **Send Text** {% embed url="" %} #### Action Name The **Action Name** is for internal reference only. * It helps identify the action in the flow * It does not appear to customers {% embed url="" %} Examples: * Welcome Message * Order Confirmation Text * Payment Reminder #### Message (Send Text Card) Enter the message content in the text editor. This message: * Is delivered immediately * Does not expect a response #### Character Limit Maximum length: **4096 characters** #### Text Formatting Options **Bold** 1. Select the text 2. Click **B** {% embed url="" %} ***Italic***** ** 1. Select the text 2. Click **I** ~~**Strikethrough**~~ 1. Select the text 2. Click **S** **Emojis** Click the **Emoji icon** to insert emojis. #### Add Variable Use **Add Variable** to insert dynamic data into the message. When sent, variables are automatically replaced with customer data. {% embed url="" %} **Customer Fields** Predefined fields stored in the customer profile. {% embed url="" %} Examples: * Customer Name * Phone Number * Total Amount * Custom Fields Example: Hi {{customer.name}} To insert: 1. Click **Add Variable** 2. Select the required field 3. The variable is inserted automatically #### Save and Deploy After configuring the message: 1. Click **Create** to add the action to the flow {% embed url="" %} 2. Connect it within the flow 3. Click **Publish** to deploy changes {% embed url="" %} #### Example Message Hi {{customer.name}},\ Your order has been confirmed successfully. Each customer receives a personalized message based on stored data. #### Validation Before Publishing Before publishing: * Ensure variables contain valid data * Test the bot to verify correct replacement * Confirm no variables appear blank # Send Image {% embed url="" %} ### **Overview** The **Send Image** action allows you to send an image to customers within a bot flow. This action: * Sends an image message * Supports optional caption text * Does not collect user input * Automatically proceeds to the next connected node ### Add a Send Image Action 1. Click **Add Node** {% embed url="" %} 2. Select **Send Action** 3. Choose **Send Image** The Send Image configuration panel will open. ### Action Name The **Action Name** is used for internal reference. * Helps identify the action within the flow * Does not appear to customers {% embed url="" %} Example: * 9999 Special Launch ### Media Upload Type You must choose how the image will be uploaded. Available options: * **From Media** * **URL** {% embed url="" %} *** ### Upload Type: From Media Use this option to select an image from the Media Collection. Steps: 1. Select **Upload Type – From Media** 2. Click **Upload Media** {% embed url="" %} 3. Choose the required image from the popup 4. Confirm selection {% embed url="" %} The selected image will be attached to the action. *** ### Upload Type: URL Use this option to send an image using a direct URL. **URL** Enter the publicly accessible image URL. **Fallback URL** Enter a backup image URL. If the primary URL fails, the fallback URL will be used. *** ### Caption (Optional) You can add caption text along with the image. Caption features: * Maximum length: **4096 characters** * Supports emojis * Supports text formatting * Supports variables Use the caption to provide context or additional information. ### Text Formatting Options (Caption) **Bold** 1. Select the text 2. Click **B** {% embed url="" %} ***Italic*** 1. Select the text 2. Click **I** ~~**Strikethrough**~~ 1. Select the text 2. Click ~~**S**~~ **Emojis** Click the **Emoji icon** to insert emojis. ### Add Variable Use Add **Variable** to insert dynamic data into the caption. When the message is sent, variables are replaced with actual customer data. Customer Fields Predefined fields stored in the customer profile. Examples: * Customer Name * Phone Number * Total Amount * Custom Fields Example usage: Hi {{customer.name}} To insert a variable: 1. Click **Add Variable** 2. Select the required field 3. The variable will be inserted automatically *** ### Supported File Formats * image/png * image/jpg * image/jpeg *** #### File Size Limit Maximum file size: **5 MB** Files exceeding this size will not be accepted. *** #### Save and Deploy After configuring the action: 1. Click **Create** to add the action to the flow {% embed url="" %} 2. Connect the node appropriately 3. Click **Publish** to deploy the configuration ### Validation Before Publishing Before publishing: * Confirm the image format and file size meet requirements * Verify URL accessibility (if using URL upload type) * Ensure fallback URL is valid (if configured) * Test the flow to confirm proper image delivery # Send Audio {% embed url="" %} ### Overview The **Send Audio** action allows you to send a voice message or audio file within a bot flow. This action: * Sends an audio message * Does not collect user input * Automatically proceeds to the next connected node ### Add a Send Audio Action 1. Click **Add Node** {% embed url="" %} 2. Select **Send Action** 3. Choose **Send Audio** {% embed url="" %} The Send Audio configuration panel will open. #### Action Name The **Action Name** is used for internal reference. * Helps identify the action within the flow * Does not appear to customers {% embed url="" %} Example: * 9999 Special Launch ### Media Upload Type You must choose how the audio will be uploaded. Available options: * **From Media** {% embed url="" %} * **URL** {% embed url="" %} #### Upload Type: From Media Use this option to select an audio file from the Media Collection. Steps: 1. Select **Upload Type – From Media** 2. Click **Upload Media** {% embed url="" %} 3. Choose the required audio file from the popup 4. Confirm selection {% embed url="" %} The selected audio file will be attached to the action. ### Upload Type: URL Use this option to send an audio file using a direct URL. **URL** Enter the publicly accessible audio file URL. **Fallback URL** Enter a backup audio URL. If the primary URL fails or is inaccessible, the fallback URL will be used. ### Caption (Optional) You can add caption text along with the audio message. Caption features: * Maximum length: 4096 characters * Supports emojis * Supports text formatting * Supports variables Use captions to provide context or additional information. ### Text Formatting Options (Caption) **Bold** 1. Select the text 2. Click **B** **Italic** 1. Select the text 2. Click ***I*** **Strikethrough** 1. Select the text 2. Click ~~**S**~~ **Emojis** Click the **Emoji icon** to insert emojis. #### Add Variable Use **Add Variable** to insert dynamic data into the caption. When the message is sent, variables are replaced with customer-specific data. #### Customer Fields Predefined fields stored in the customer profile. Examples: * Customer Name * Phone Number * Total Amount * Custom Fields **Example usage:** Hi {{customer.name}} To insert a variable: 1. Click **Add Variable** 2. Select the required field 3. The variable will be inserted automatically ### Supported File Formats The following audio formats are supported: * audio/aac * audio/mp4 * audio/mpeg * audio/amr * audio/ogg #### File Size Limit Maximum file size: **5 MB**\ Files exceeding this size will not be accepted. #### **Save and Deploy** After configuring the action: 1. Click **Create** to add the action to the flow {% embed url="" %} 2. Connect the node within the flow 3. Click **Publish** to deploy the configuration #### Validation Before Publishing Before publishing: * Confirm file format and size meet requirements * Verify URL accessibility (if using URL upload type) * Ensure fallback URL is valid (if configured) * Test the flow to confirm correct audio delivery # Send Video {% embed url="" %} ### **Overview** The **Send Video** action allows you to send a video file within a bot flow. This action: * Sends a video message * Supports optional caption text * Does not collect user input * Automatically proceeds to the next connected node *** Add a Send Video Action 1. Click **Add Node** {% embed url="" %} 2. Select **Send Action** 3. Choose **Send Video** {% embed url="" %} The Send Video configuration panel will open. *** #### Action Name The **Action Name** is used for internal reference. * Helps identify the action within the flow * Does not appear to customers {% embed url="" %} Example: * Product Demo Video * 9999 Special Launch *** ### Media Upload Type You must choose how the video will be uploaded. Available options: * **From Media** * **URL** {% embed url="" %} ### Upload Type: From Media Use this option to select a video from the Media Collection. Steps: 1. Select **Upload Type – From Media** 2. Click **Upload Media** {% embed url="" %} 3. Choose the required video from the popup 4. Confirm selection {% embed url="" %} The selected video will be attached to the action. *** #### Upload Type: URL Use this option to send a video using a direct URL. **URL** Enter the publicly accessible video URL. **Fallback URL** Enter a backup video URL. If the primary URL fails or is inaccessible, the fallback URL will be used. *** #### Caption (Optional) You can add caption text along with the video. Caption features: * Maximum length: **4096 characters** * Supports emojis * Supports text formatting * Supports variables Use captions to provide context or additional information. *** #### Text Formatting Options (Caption) **Bold** 1. Select the text 2. Click **B** *** **Italic** 1. Select the text 2. Click ***I*** *** **Strikethrough** 1. Select the text 2. Click ~~**S**~~ *** **Emojis** Click the **Emoji icon** to insert emojis. *** ### Add Variable Use **Add Variable** to insert dynamic data into the caption. When sent, variables are automatically replaced with customer-specific data. *** #### Customer Fields Predefined fields stored in the customer profile. Examples: * Customer Name * Phone Number * Total Amount * Custom Fields Example usage: Hi {{customer.name}} To insert a variable: 1. Click **Add Variable** 2. Select the required field 3. The variable will be inserted automatically #### Supported File Formats * video/mp4 * video/3gp #### File Size Limit Maximum file size: **16 MB** Files exceeding this limit will not be accepted. #### Save and Deploy After configuring the action: 1. Click **Create** to add the action to the flow {% embed url="" %} 2. Connect the node within the flow 3. Click **Publish** to deploy changes #### Validation Before Publishing Before publishing: * Confirm file format and size meet requirements * Verify URL accessibility (if using URL upload type) * Ensure fallback URL is valid (if configured) * Test the flow to confirm proper video delivery # Send Document {% embed url="" %} ### Overview The **Send Document** action allows you to send document files within a bot flow. This action: * Sends files such as PDF, Word, Excel, or PowerPoint * Supports optional caption text * Does not collect user input * Automatically proceeds to the next connected node ### Add a Send Document Action 1. Click **Add Node** {% embed url="" %} 2. Select **Send Action** 3. Choose **Send Document** {% embed url="" %} The Send Document configuration panel will open. #### **Action Name** The **Action Name** is used for internal reference. * Helps identify the action within the flow * Does not appear to customers Examples: * Product Brochure * Invoice Copy * Pricing Sheet {% embed url="" %} ### File Name Configuration You must configure how the document file name appears to the customer. #### File Name Type Select the file naming method. Available options: * **Default** * **Manual** **Default** The original file name from the uploaded document will be used. **Manual** You can manually define a custom file name. {% embed url="" %} #### File Name If **Manual** is selected: * Enter the desired file name * The document will be delivered using this name Example: * Company PDF * Product Catalog 2024 {% embed url="" %} #### Upload Type – From Media Use this option to select a document from the Media Collection. Steps: 1. Select **Upload Type – From Media** 2. Click **Upload Media** {% embed url="" %} 1. Choose the required document from the popup 2. Confirm selection The selected document will be attached to the action. #### Upload Type – URL Use this option to send a document using a direct URL. **URL** Enter the publicly accessible document URL. **Fallback URL** Enter a backup document URL. If the primary URL fails or is inaccessible, the fallback URL will be used. ### Caption (Optional) {% embed url="" %} You can add caption text along with the document. Caption features: * Maximum length: **4096 characters** * Supports emojis * Supports text formatting * Supports variables Use the caption to provide context or additional information about the document. #### **Text Formatting Options (Caption)** **Bold** 1. Select the text 2. Click **B** **Italic** 1. Select the text 2. Click ***I*** **Strikethrough** 1. Select the text 2. Click ~~**S**~~ **Emojis** Click the Emoji icon to insert emojis. ### Add Variable Use **Add Variable** to insert dynamic data into the caption. When sent, variables are automatically replaced with customer-specific data. #### Customer Fields Predefined fields stored in the customer profile. Examples: * Customer Name * Phone Number * Total Amount * Custom Fields Example usage: Hi {{customer.name}} To insert a variable: 1. Click **Add Variable** 2. Select the required field 3. The variable will be inserted automatically #### Supported File Formats * application/pdf * application/vnd.ms-powerpoint * application/msword * application/vnd.ms-excel * application/vnd.openxmlformats-officedocument.wordprocessingml.document * application/vnd.openxmlformats-officedocument.presentationml.presentation * application/vnd.openxmlformats-officedocument.spreadsheetml.sheet #### File Size Limit Maximum file size: **100 MB** Files exceeding this limit will not be accepted. #### Save and Deploy After configuring the action: 1. Click **Create** to add the action to the flow {% embed url="" %} 2. Connect the node within the flow 3. Click **Publish** to deploy changes #### Validation Before Publishing Before publishing: * Confirm file format and size meet requirements * Verify URL accessibility (if using URL upload type) * Ensure fallback URL is valid (if configured) * Confirm file name type is set correctly * Test the flow to confirm correct document delivery # Send Products {% embed url="" %} ### **Overview** The **Send Products** action allows you to send product details from the catalog within a bot flow. This action: * Sends single or multiple products * Supports header, body, and footer text * Supports dynamic product collections * Automatically proceeds to the next connected node ### **Add a Send Products Action** * Click **Add Node** {% embed url="" %} * Select **Send Action** * Choose **Send Products** {% embed url="" %} The Send Products configuration panel will open. #### Action Name The **Action Name** is used for internal reference. * Helps identify the action within the flow * Does not appear to customers {% embed url="" %} #### Type Select how products should be delivered. Available options: * Single * Multiple #### Type – Single
{% embed url="" %} Use this option to send one product. **Add Products** 1. Click **Add Products** {% embed url="" %} 2. Select the required product {% embed url="" %} The selected product will be fetched from the **Item Page.** If any updates are made to the product in the Item Page, the changes will automatically reflect in this action. ### Type – Multiple
{% embed url="" %} Use this option to send multiple products in a single message.
{% embed url="" %} This allows users to browse several products at once. You must select a **Data Source Type.** Data Source Type Available options: * **Static** * **Dynamic** #### Data Source Type – Static Products are fixed and manually selected.
{% embed url="" %} The same selected products will always be sent. #### Product List Configuration You can configure product menus as follows: * Add up to **10 product lists** * Each product list can contain up to **3 products** * Maximum total products allowed: **30**
{% embed url="" %} #### Product List Title Enter a title for the product list. Example: * Featured Products * New Arrivals You can create multiple list titles (e.g., Product List Title 1, Product List Title 2). #### Product Items 1. Click **Add Products** 2. Select products from the catalog
{% embed url="" %} Use the **Add New** button to include additional product menu options. ### Data Source Type – Dynamic Products are fetched dynamically from a selected collection.
{% embed url="" %} If products inside the collection are modified, the updated list will automatically be sent to customers. #### Select Collection Select a collection containing predefined products. All products within the selected collection will be delivered to the customer.
{% embed url="" %} #### Add Collection Variable Use this option to dynamically assign the **Collection ID** using a variable. This enables flexible product display based on: * User interaction * Flow conditions * Stored variable values
{% embed url="" %} #### Header Text (Mandatory) The **Header Text** field is mandatory. * Enter the message that appears as the product notification header * Supports variables * Used to personalize the product message {% embed url="" %} Example: Hi {{customer.name}}, check out our latest products. To add a variable: 1. Click **Add Variable** 2. Select the required field (e.g., Customer Name) 3. The variable will be inserted automatically #### Body Text The **Body Text** is the main message received by the customer. Features: * Maximum length: **4096 characters** * Supports bold, italic, and strikethrough formatting * Supports emojis * Supports variables
{% embed url="" %} #### Use this section to describe or announce the products. Text Formatting Options (Header, Body, Footer) **Bold** 1. Select the text 2. Click **B** ***Italic*** 1. Select the text 2. Click ***I*** **Strikethrough** 1. Select the text 2. Click ~~**S**~~ **Emojis** Click the **Emoji icon** to insert emojis. ### Footer Text (Optional) The **Footer Text** appears below the body text. Features: * Optional * Supports text formatting * Supports emojis * Supports variables Use the footer for additional instructions or short contextual messages.
{% embed url="" %} ### Save and Deploy After completing configuration: 1. Click **Create** to add the action to the flow
{% embed url="" %} 2. Connect the node appropriately 3. Click **Publish** to deploy the changes ### Validation Before Publishing Before publishing: * Confirm correct product selection * Verify static or dynamic configuration * Ensure collection mapping is correct (if dynamic) * Check product list limits (10 lists, 30 per list, max 300 total) * Test the flow to confirm proper product display # Send Carousel Media {% embed url="" %} ### **Overview** The **Send Carousel Media** action allows you to send a scrollable set of interactive cards within a bot flow. Each card can contain: * An image or video * A title * A call-to-action button This action: * Showcases products or features visually * Supports images and videos * Supports dynamic body text * Automatically proceeds to the next connected node ### **Add a Send Carousel Media Action** * Click **Add Node** {% embed url="" %} * Select **Send Action** * Choose **Send Carousel Media** {% embed url="" %} * Choose **Image Type - Carousel** The configuration panel will open. #### **1️⃣ Action Name** The **Action Name** is used for internal reference. * Helps identify this action in the flow * Does not appear to customers {% embed url="" %} ### Media Type Selection For each card, choose the media type that best highlights your content: * Image * Video You can showcase products or features using either format.
{% embed url="" %} #### **2️⃣ Body Text** The **Body Text** appears above the carousel cards. Use this field to describe product features or highlight offerings. **Character Limit** * Maximum: **4096 characters** **Dynamic Personalization** **Add Variable** * Click **Add Variable** {% embed url="" %} * Select the required field from the dropdown menu * The variable will be inserted automatically {% embed url="" %} This allows you to include customer data dynamically. Example: Hi {{customer.name}}, explore our featured products below. **Text Formatting Options** You can format text using editor tools: * **Bold** * *Italic* * ~~Strikethrough~~ Steps: * Select the text * Click the required formatting icon **Emojis** Click the **Emoji icon** to add emojis. #### **3️⃣ Card Configuration** You can add multiple media cards to a single carousel. **Media Limit** * Maximum **9 carousel media cards** * You can view how many media files have been added in the media section **Media Type Selection** For each card, choose the media type that best highlights your content: * From Media * URL {% embed url="" %} You can showcase products or features using either format. **Media Upload Options** You can upload media or use a URL. **Upload Type - From Media** * Click **Upload Media** {% embed url="" %} * Select files from the Media Collection * Confirm selection {% embed url="" %} The selected files will be attached to the carousel. **Upload Type - URL** * Enter the publicly accessible media URL * The content will be displayed in the carousel **Card Title** * Short heading for each card * Maximum: **160 characters** **Button Configuration** Each card can have one button. **Button Name** * Enter the label for the button * Used to identify the action for users * Maximum: **20 characters** Example: * View More * Buy Now * Learn More {% embed url="" %} **Button URL** * Enter the destination link * Only one URL can be used per button * Set the correct link destination When clicked, users are redirected to the provided URL. {% embed url="" %} #### **Adding Multiple Cards** * Use the same procedure to configure each additional carousel card * Repeat media selection, title, button name, and button URL configuration * Ensure total cards do not exceed 9 ### **Save and Deploy** After completing configuration: * Click **Create** to add the action to the flow {% embed url="" %} * Connect the node appropriately * Click **Publish** to deploy changes ### **Validation Before Publishing** Before publishing: * Confirm total carousel cards do not exceed 9 * Verify media files or URLs are accessible * Ensure button URLs are correct * Confirm dynamic variables are correctly inserted * Test the flow to validate display and redirection # Send Carousel Product {% embed url="" %} ### **Overview** The **Send Carousel Products** action allows you to send a scrollable horizontal list of products from your catalog within a bot flow. Each product card automatically displays: * Product image * Product name This action: * Displays catalog products in a carousel format * Provides an interactive shopping experience * Automatically pulls product details from the catalog * Automatically proceeds to the next connected node ### **Add a Send Carousel Products Action** * Click **Add Node** {% embed url="" %} * Select **Send Action** * Choose **Send Carousel Products** {% embed url="" %} The configuration panel will open. #### **1️⃣ Action Name** The **Action Name** is used for internal reference. * Helps identify the action within the flow * Does not appear to customers Examples: * Eyewear Showcase * Featured Collection {% embed url="" %} #### **2️⃣ Body Text** The **Body Text** appears above the product carousel. Use this field to introduce or describe the products being displayed. **Character Limit** * Maximum: **4096 characters** {% embed url="" %} **Dynamic Personalization** **Add Variable** * Click **Add Variable** {% embed url="" %} * Select the required field from the dropdown * The variable will be inserted automatically Example: Hi {{customer.name}}, explore our latest arrivals. {% embed url="" %} **Text Formatting Options** You can format text using the editor toolbar: * **Bold** * *Italic* * ~~Strikethrough~~ Steps: * Select the text * Click the required formatting icon **Emojis** Click the **Emoji icon** to add emojis. #### **3️⃣ Product Selection** **Product Limit** * Maximum **9 products** per carousel action **Add Products** * Click **Add Products** {% embed url="" %} * Select products from your catalog {% embed url="" %} The product details are automatically fetched from the synchronized catalog. Each card automatically displays: * Product Image * Product Name You cannot manually upload images in this action. Products must already exist in the catalog. #### **Card Content Behavior** * Product image is pulled from the catalog * Product title is pulled from the catalog * Any updates made in the catalog will automatically reflect in the carousel ### **Save and Deploy** After completing configuration: * Click **Create** to add the action to the flow {% embed url="" %} * Connect the node appropriately * Click **Publish** to deploy changes ### **Validation Before Publishing** Before publishing: * Ensure total selected products do not exceed 9 * Confirm products exist in the catalog * Verify product details are correctly updated * Test the flow to confirm proper carousel display # Send Button {% embed url="" %} The **Send Buttons** action allows you to send **interactive button options** to users during a chatbot conversation. Instead of typing a reply, users can simply tap one of the available buttons to continue the conversation. This feature helps guide users through structured interactions and reduces incorrect responses. Interactive buttons are commonly used for **menu navigation, support options, product selection, and information requests**. ### **Where Send Buttons Are Used** The **Send Buttons** action is typically used when you want users to choose from predefined options. **Common Use Cases** * Main menu navigation * Customer support routing * Product inquiry options * Service selection * Lead qualification * Guided chatbot conversations Example message shown to users: How can we help you today?\ \ View Details\ Contact Support\ More Info ### **How to Add Send Buttons** Follow these steps to add a **Send Buttons** action to your bot flow: * Open the **Bot Builder** * Click **Add Node** {% embed url="" %} * Go to the **Send** category * Select **Send Buttons** {% embed url="" %} * Configure the message and button options * Click **Create** to save the action The action will then appear as a node in the bot workflow. ### **Send Buttons Configuration** When creating a Send Buttons action, several fields must be configured. #### **Action Name** The **Action Name** helps identify the action within the bot builder.\ This name is visible only inside the workflow. Example: Main Menu Options\ Support Menu\ Product Inquiry Menu {% embed url="" %} #### **Has Media (Optional)** The **Has Media** toggle allows you to attach media content to the button message. If enabled, you can include: * Image * Video * Document If disabled, the message will contain only text and buttons. {% embed url="" %} #### **Header Text** The **Header Text** appears at the top of the message and provides context for the user. Example: How Can We Help You? This field supports up to **60 characters**. {% embed url="" %} #### **Body Text** The **Body Text** contains the main message shown to users. This section explains what the user should do. Example: Welcome!\ \ Please choose one of the options below to continue.\ We're here to help you with the right information quickly. You can also insert **variables** in the message. {% embed url="" %} #### **Footer Text (Optional)** The **Footer Text** appears below the message body and provides additional instructions. Example: Select an option to proceed {% embed url="" %} ### **Adding Button Options** You can add **up to three buttons** in a Send Buttons message. Each button represents a selectable option. {% embed url="" %} Example configuration: Button 1: View Details Button 2: Contact Support Button 3: More Info To add more buttons: * Enter text in **Button 1** * Click **Add New Button** {% embed url="" %} * Add Button 2 or Button 3 A maximum of **three buttons** is allowed. #### **Error Attempt** Users may sometimes reply without clicking a button. The **Error Attempt** setting defines how many incorrect responses are allowed before triggering an alternative action. {% embed url="" %} Example: Error Attempt: 3 If the user enters invalid input three times, the system will follow the configured **Action on Invalid**. #### **Error Message** The **Error Message** appears when a user enters an invalid response. {% embed url="" %} Example: Please select one of the available options to continue. This helps guide the user back to the available button choices. #### **Action on Invalid** This option determines what happens if the user exceeds the allowed number of error attempts. Available options include: **End the Flow** Stops the chatbot flow completely. {% embed url="" %} **Skip the Question** Allows the conversation to continue to the next step. {% embed url="" %} **Fall Back Flow** Redirects the user to another predefined chatbot action. {% embed url="" %} #### **Fallback Flow** If **Fall Back Flow** is selected, you must choose the fallback action. The fallback flow redirects users to another part of the chatbot when invalid responses occur. Examples: * Main menu * Help menu * Customer support flow {% embed url="" %} ### **Store Response in Variable** You can store the user's button selection in a **variable**. This allows the chatbot to use the selected value later in the conversation. Example: Variable Name: selected\_option Stored responses can be used in: * Conditional logic (IF statements) * Personalized messages * Workflow automation {% embed url="" %} #### **Example Interaction** Below is an example of a Send Buttons interaction. Message: How can we help you today? Buttons: View Details\ Contact Support\ More Info If the user selects **Contact Support**, the chatbot can redirect the conversation to a **support assistance flow**. ### **Best Practices** Follow these recommendations when using Send Buttons: **Keep button labels short**\ Buttons should be easy to read and understand. **Use clear action words**\ Examples:\ View Products\ Contact Support\ Learn More **Limit the number of options**\ Using 2-3 buttons improves user decision-making. **Provide clear instructions**\ Explain what users should do in the message body. ### **Summary** The **Send Buttons** action helps create interactive chatbot conversations by allowing users to choose from predefined options. With Send Buttons, you can: * Send interactive button messages * Guide users through structured chatbot flows * Reduce incorrect user responses * Store selections for automation * Redirect users with fallback actions This feature improves both **user experience and chatbot accuracy**. # Send List The **Send List** action allows you to send a **structured list of selectable options** to users within a chatbot conversation. Instead of displaying buttons, this feature presents options in a **scrollable list format**, allowing users to browse and select one item from multiple choices. Send List is useful when you need to present **more than three options**, keeping the conversation organized and easy to navigate. {% embed url="" %} ### **When to Use Send List** Use the **Send List** action when users must choose from a **larger set of options**. **Common Use Cases** * Product or service categories * Help center options * Support request categories * Order tracking and account options * Multi-option menus Example list shown to users: Main Menu\ \ View Products\ Pricing Plans\ Track Order\ Contact Support When the user selects an option, the chatbot continues the flow based on the selected item. ### **How to Add Send List** Follow these steps to add a **Send List** action in your bot workflow: * Open **Bot Builder** * Click **Add Node** {% embed url="" %} * Navigate to the **Send** category * Select **Send List** {% embed url="" %} * Configure the list message and options * Click **Create** Once added, the Send List node will appear in the bot flow where users can select one of the available options. ### **Send List Configuration** When creating a Send List action, you must configure several fields. #### **Action Name** The **Action Name** identifies the action within the bot builder workflow. This name is visible only inside the bot configuration. {% embed url="" %} Example: Main Menu List\ Support Menu\ Service Selection #### **Header Text** The **Header Text** appears at the top of the list message and provides context for the available options. Example: Main Menu This field helps users understand the purpose of the list. #### **Body Text** The **Body Text** contains the main message displayed before the list options. {% embed url="" %} Example: Welcome!\ \ Please select one of the options below to continue. The body text can also include **variables and formatting**. #### **Footer Text** The **Footer Text** appears below the message and provides additional instructions. Example: Choose an option to proceed #### **Button Text** The **Button Text** defines the label shown on the expandable list button. Example: View Options When users tap this button, the full list of options appears. #### **List Type** The Send List action supports two list types. **Static List** In a **Static List**, the options are manually added inside the configuration panel. You can add up to **10 list options**. {% embed url="" %} Each option includes: * Option Title * Description * ID Example: | Option | Description | | --------------- | ------------------------- | | View Products | Browse available products | | Pricing Plans | View subscription plans | | Track Order | Check your order status | | Contact Support | Get help from our team | Static lists are best when the options are **fixed and do not change frequently**. **Dynamic List** A **Dynamic List** retrieves options from a **variable containing structured data**. This allows list items to be generated dynamically from: * API responses * Database results * Previous workflow steps Dynamic configuration fields include: * Variable Name * Variable Path * Variable Key Title * Variable Key Description * Variable Key ID Dynamic lists are useful when displaying **changing or real-time data**. ### **Adding List Options** When using a static list, you must configure each option. Each option includes the following fields: **Option** The title of the list item. Example: Track Order {% embed url="" %} **Description** Additional details explaining the option. Example: Check your order status {% embed url="" %} **ID** A unique identifier for the option. The system uses this ID to track the selected option and trigger the next action. ### **Adding More Options** To include additional options: * Click **Add New Menu** {% embed url="" %} * Enter the option title * Add a description * Provide a unique ID A maximum of **10 options** can be included in a single Send List message. #### **Error Attempt** Users may sometimes reply with text instead of selecting an option. The **Error Attempt** field determines how many invalid responses are allowed. Example: Error Attempt: 2 If the user exceeds the allowed attempts, the chatbot will trigger the selected **Action on Invalid**. {% embed url="" %} #### **Error Message** The **Error Message** is displayed when the user provides an invalid input. Example: Please select a valid option to proceed. This helps guide the user back to the available list options. {% embed url="" %} #### **Action on Invalid** This option determines what happens when the user exceeds the allowed error attempts. Available options include: **End the Flow** Stops the chatbot flow. **Skip the Question** Allows the chatbot to continue to the next step. **Fall Back Flow** Redirects the user to another predefined action. Fallback flows help guide users back to the correct conversation path. ### **Store Response in Variable** You can store the selected list option in a **variable**. Example: Variable: selected\_menu\_option This stored value can be used later in: * Conditional logic * Personalized messages * Workflow automation ### **Example Interaction** Example chatbot interaction using Send List: Message: Welcome!\ \ Please select one of the options below. List Options: View Products\ Pricing Plans\ Track Order\ Contact Support If the user selects **Track Order**, the chatbot can automatically redirect them to the **order tracking flow**. {% embed url="" %} ### **Best Practices** Follow these recommendations when using Send List. **Organize options clearly** Group related options under a clear menu title. **Keep option titles short** Short titles improve readability and selection. **Use helpful descriptions** Descriptions help users understand what each option does. **Limit list size** Avoid overwhelming users with too many options. ### **Summary** The **Send List** action enables chatbot builders to present **multiple selectable options in a structured list format**. With Send List, you can: * Display up to **10 selectable options** * Provide descriptions for each option * Organize menu-based conversations * Retrieve dynamic list data from variables * Store user selections for workflow automation This feature helps create **organized, scalable, and user-friendly chatbot interactions**. # Send Template The **Send Template** action allows you to send **approved WhatsApp message templates** within a chatbot workflow. WhatsApp templates are pre-approved messages that can include text, media, and dynamic variables. These templates are typically used for **notifications, confirmations, promotions, and automated follow-ups**. Using templates ensures compliance with WhatsApp messaging policies while enabling businesses to automate communication with customers. {% embed url="" %} ### **When to Use Send Template** Use the **Send Template** action when you want to send **official WhatsApp template messages** during a chatbot interaction. **Common Use Cases** * Order confirmations * Appointment reminders * Payment confirmations * Marketing promotions * Product updates * Follow-up notifications Example message: Hi {{name}},\ \ Your order has been confirmed.\ Thank you for choosing our service. Templates allow personalization through dynamic variables. ### **How to Add Send Template** Follow these steps to add a **Send Template** action in your bot workflow. * Open **Bot Builder** * Click **Add Node** {% embed url="" %} * Navigate to the **Send** category * Select **Send Template** {% embed url="" %} * Configure the template settings * Click **Create** Once configured, the template message will be sent to users when the chatbot reaches that step in the workflow. ### **Send Template Configuration** When configuring a Send Template action, several fields must be set. #### **Action Name** The **Action Name** identifies the template action within the bot workflow. This name is visible only inside the bot builder. {% embed url="" %} Example: Funnel Template\ Order Confirmation Template\ Appointment Reminder Template #### **Select Template** The **Select Template** dropdown allows you to choose from available **approved WhatsApp templates**. Templates displayed in this list are those already created and approved in your WhatsApp Business configuration. {% embed url="" %} Example template names: * sandy\_template * restaurant\_funnel\_final * funnel\_camp\_image Select the template you want the chatbot to send. #### **Media (Optional)** Some WhatsApp templates support **media attachments**. Supported media types include: * Image * Video * Document To attach media: * Click **Upload Media** {% embed url="" %} * Select a file from the media library * Confirm the selection {% embed url="" %} The selected media will be included in the template message. ### Media Library Selection When uploading media, the system opens the media library, where you can: * Search for files * Upload new media * Select existing media files After selecting the media file, click Send Selected Files to attach it to the template. ### **Template Variables** Many WhatsApp templates include **dynamic variables** that personalize the message. {% embed url="" %} Example template: Hello {{1}},\ Your order has been successfully placed. In the Send Template configuration, you must provide values for these variables. #### **Adding Variable Values** For each variable, you must enter: ### **Adding Additional Variables** If the template contains multiple variables: * Click **Add Variable** * Select the appropriate variable field * Enter the value and fallback value Variables can be populated using: * Customer fields (name, phone, email) * Stored variables * Custom data from the chatbot flow The variable selector also allows you to pick values from **customer data fields**, such as name or phone number. **Value** The value used to replace the variable in the template. {% embed url="" %} Example: {{customer.name}} This dynamically inserts the customer's name. **Fallback Value** The fallback value is used if the primary variable is unavailable. {% embed url="" %} Example: Customer If the system cannot retrieve the customer's name, the message will display **Customer** instead. ### **Finalizing the Template** Once all fields are configured: * Review the template preview * Verify media and variables * Click **Create** {% embed url="" %} The Send Template action will then appear as a node in the bot workflow. When the chatbot reaches this node, the selected WhatsApp template will be sent to the user. ### **Example Template Interaction** Example template sent by a chatbot: Hi John,\ \ Your order has been confirmed.\ You will receive delivery updates shortly. This message uses the variable: {{customer.name}} to personalize the message for each user. ### **Best Practices** Follow these best practices when using Send Template. **Use approved templates only** Templates must be approved by WhatsApp before they can be sent. **Personalize messages** Use dynamic variables to create personalized experiences. **Provide fallback values** Always define fallback values to prevent empty fields. **Keep templates concise** Short and clear templates improve engagement. **Test before deployment** Test templates in the bot workflow before publishing. ### **Summary** {% embed url="" %} The **Send Template** action enables chatbot builders to send **WhatsApp-approved message templates** within automated workflows. With Send Template, you can: * Send approved WhatsApp template messages * Include media attachments * Personalize messages using dynamic variables * Use fallback values for missing data * Automate notifications and updates This feature ensures **policy-compliant messaging while enabling scalable communication with customers**. # Send CTA URL The **Send CTA URL** action allows you to send a **call-to-action message with a clickable button** that directs users to an external link. This action is commonly used to guide users to websites, landing pages, product pages, booking forms, or other online resources directly from a chatbot conversation. By providing a clear CTA button, businesses can encourage users to take immediate action. {% embed url="" %} ### **When to Use Send CTA URL** Use the **Send CTA URL** action when you want users to **visit a specific webpage or external resource**. **Common Use Cases** * Direct users to a website * Book a demo or appointment * View product pages * Access payment pages * Download resources * Open marketing landing pages Example CTA message: Hi John,\ \ Click the button below to visit our official website and explore our services. Button: Visit Now When the user taps the button, they will be redirected to the specified URL. ### **How to Add Send CTA URL** Follow these steps to add the **Send CTA URL** action to your bot workflow. * Open **Bot Builder** * Click **Add Node** {% embed url="" %} * Go to the **Send** category * Select **Send CTA URL** {% embed url="" %} * Configure the CTA message and link * Click **Create** Once created, the CTA node will appear in the bot flow where users can click the button to proceed to the linked page. ### **Send CTA URL Configuration** When configuring a Send CTA URL action, several fields must be completed. #### **Action Name** The **Action Name** identifies the CTA action inside the bot workflow. This name is only visible within the bot builder. {% embed url="" %} Example: Visit Website CTA\ Book Demo CTA\ Explore Services CTA #### **Has Media (Optional)** The **Has Media** toggle allows you to include media content with the CTA message. Supported media types include: * Image * Video * Document Media helps make the CTA message more visually engaging. {% embed url="" %} Example: A product image displayed along with a **Buy Now** button. #### **Header Text (Optional)** The **Header Text** appears at the top of the message and provides a short title or context. {% embed url="" %} Example: Explore More This field is optional but helps highlight the purpose of the CTA. #### **Body Text** The **Body Text** contains the main message shown to the user. {% embed url="" %} Example: Hi {{customer.name}},\ \ Click the button below to visit our official website and explore complete details about our services and offers. The body text supports **dynamic variables** to personalize messages. Example variable: {{customer.name}} This automatically inserts the user's name. ### **Adding Dynamic Variables** You can insert dynamic variables using the **Add Variable** option. {% embed url="" %} Available variable sources include: * Customer name * Phone number * Email * Tags * Contact status * Custom fields These variables allow personalized messaging within the CTA message. #### **Button Text** The **Button Text** defines the label displayed on the CTA button. {% embed url="" %} Example button labels: Visit Now\ Book Demo\ Explore Website\ Learn More The button text should be short and action-oriented. Maximum length: **20 characters**. #### **URL** The **URL** field defines the destination link that opens when the user clicks the CTA button. {% embed url="" %} Example: Ensure the URL is valid and accessible to users. #### **Footer Text (Optional)** The **Footer Text** appears below the CTA message and can provide additional context. {% embed url="" %} Example: Don't miss this opportunity! This helps reinforce the call-to-action. ### **Finalizing the CTA Action** After completing all fields: * Review the message content * Verify the button text and URL * Click **Create** {% embed url="" %} The CTA action will be added to the bot workflow. When the chatbot reaches this step, the CTA message with the clickable button will be sent to the user. ### **Example CTA Interaction** Example chatbot message: Hi John,\ \ Click the button below to visit our official website and explore our services and offers. Button: Visit Now URL: When the user taps **Visit Now**, the browser opens the linked page. ### **Best Practices** Follow these recommendations when using Send CTA URL. **Use clear action wording** Examples: * Visit Website * Book Now * Learn More **Keep the message concise** Short messages improve user engagement. **Use personalization** Insert variables like the customer's name. **Add media for visual impact** Images or videos can increase click-through rates. **Test the URL** Always verify that the link works correctly before publishing. ### **Summary** {% embed url="" %} The **Send CTA URL** action enables chatbot builders to send **clickable call-to-action messages** that redirect users to external links. With Send CTA URL, you can: * Send messages with clickable buttons * Redirect users to websites or landing pages * Personalize messages using variables * Add media for enhanced engagement * Drive conversions directly from chatbot conversations This feature helps businesses **guide users toward meaningful actions such as bookings, purchases, or information pages**. # Ask Action The **Ask Action** allows you to engage users by asking questions and collecting responses in an interactive, dynamic way. Whether gathering personal details, feedback, or preferences, the Ask Action gives you the flexibility to structure your chatbot conversations for optimal user interaction. From handling various input types to managing response validation, the Ask Action simplifies data collection in WhatsApp flows, ensuring seamless and error-free interactions. *** ### Key Features: * Collect user input through customizable fields (text, address, etc.) * Handle invalid responses with automated error messaging * Use dynamic variables to personalize questions * Configure fall-back actions for invalid inputs * Store responses for later use in the flow ### Why Use the Ask Action? The **Ask Action** is an essential tool for building conversational flows where collecting and validating information is key. Whether you need to ask for names, addresses, phone numbers, or other user details, this action provides a robust framework for asking the right questions and ensuring you receive valid responses. Customize each question, manage error attempts, and store data easily for further actions. ### List of Ask Action Modules
Ask TextCollect text-based responses from users for questions such as names or feedback.Ask Text
Ask NumberAsk users to input numerical data, such as age, phone numbers, or IDs.Ask Number
Ask EmailRequest users to enter their email addresses and validate the format.Ask Email
Ask Phone NumberCapture phone numbers, formatted correctly, for contact purposes.Ask Phone Number
Ask DateAllow users to input a date using a predefined format (e.g., YYYY-MM-DD).Ask Date
Ask FileEnable users to upload files or images directly within the chat.Ask File
Ask URLRequest users to input a valid URL, ensuring the response follows proper web address formatting.Ask URL
Ask LocationCollect the user’s location details, such as latitude and longitude, enabling location-based responses.Ask Location
Ask AddressGather complete address information, including city, state, and postal code, in a structured format.Ask Order
Ask Address ListProvide a list of saved addresses for the user to choose from, simplifying the selection process.Ask Address
Ask FlowRequest users to engage in a predefined flow, guiding them through a series of inputs for more complex data collection.Ask Flow
**Why Use Send Actions?** The **Send Action** feature empowers you to design versatile and engaging chat flows. Whether you are sending product information, guiding users through selection options, or delivering multimedia content, the flexibility of the **Send Action** helps improve user engagement and makes communication seamless. By understanding the variety of content types that can be sent, you can tailor each interaction to meet user needs, foster better engagement, and ultimately deliver a higher-quality experience within your OwnChat WhatsApp Chatbot. *** **Explore each send action type in detail** to understand how to effectively use them within your chatbot flows and optimize user engagement. # Introduction to Ask Actions **Ask Actions** allow chatbots to collect information directly from users during a conversation. Unlike **Send Actions**, which only deliver messages, Ask Actions prompt the user to **provide a response or input** before the chatbot proceeds to the next step in the workflow. These actions enable businesses to gather important customer information such as names, phone numbers, email addresses, locations, files, and more. The collected responses are stored in variables and can be used later in the chatbot flow for automation, personalization, or decision-making. Ask Actions are essential for creating **interactive, data-driven chatbot conversations.** {% embed url="" %} ### **How Ask Actions Work** Ask Actions prompt users with a question and wait for their response. Once the user provides the requested information, the chatbot: * Validates the input (if validation is enabled) * Stores the response in a variable * Continues to the next action in the workflow Example interaction: Bot: What is your email address?\ User: The chatbot stores the email address and uses it in later steps. ### **Accessing Ask Actions** To add an Ask Action in the bot builder: * Open **Bot Builder** * Click **Add Node** {% embed url="" %} * Select the **Ask** tab * Choose the required Ask Action * Configure the question and settings * Click **Create** The Ask Action will then appear as a node in the bot workflow. #### **Types of Ask Actions** OwnChat provides several Ask Actions to collect different types of user input. **Ask Text** {% embed url="" %} Collects a **free-text response** from the user. Common uses: * Customer name * Feedback or comments * Custom responses **Ask Number** {% embed url="" %} Collects a **numeric input** from the user and validates it as a number. Common uses: * Quantity of items * Age * Order numbers **Ask Phone Number** {% embed url="" %} Collects a **valid phone number** from the user. Common uses: * Customer contact information * OTP verification * Support communication **Ask Email** {% embed url="" %} Collects a **valid email address** and validates the format. Common uses: * Lead generation * Newsletter signups * Account registration **Ask Date** {% embed url="" %} Allows users to select or enter a **specific date**. Common uses: * Appointment booking * Delivery scheduling * Event registration **Ask URL** {% embed url="" %} Collects a **website URL** from the user. Common uses: * Portfolio links * Website submissions * Social media links **Ask Location** {% embed url="" %} Captures the user's **geographical location**. Users can provide location by: * Sharing their live location * Entering their address manually Common uses: * Delivery services * Location-based services **Ask File** {% embed url="" %} Allows users to **upload files** during the conversation. Supported file types may include: * Images * Documents * Attachments Common uses: * Document verification * Resume submissions * Image uploads **Ask Order** {% embed url="" %} Allows users to **select products or services** within the chatbot. Common uses: * Product orders * Food delivery * Service bookings **Ask Address** {% embed url="" %} Collects a **complete address from the user**. The user can provide details such as: * Street address * City * State * Postal code Common uses: * Delivery addresses * Service location details * Customer profile information **Ask Flow** {% embed url="" %} The **Ask Flow** action allows the chatbot to **trigger another question-based flow** and collect structured information within that flow. This is useful when a conversation requires multiple related inputs grouped into a separate flow. Common uses: * Multi-step forms * Lead qualification processes * Complex data collection workflows ### **Address List** {% embed url="" %} The **Address List** option allows users to **select from previously saved addresses** or predefined address options. This improves the user experience by allowing quick selection instead of manually entering address details each time. Common uses: * Repeat deliveries * Saved customer addresses * Quick address selection ### **Common Configuration Fields** Most Ask Actions include the following settings. **Action Name** The internal name used to identify the action in the workflow. **Message** The question shown to the user. **Error Attempt** Defines how many invalid responses are allowed before triggering the next action. **Error Message** Displayed when the user enters an invalid response. **Action on Invalid** Determines the system behavior if the user exceeds the allowed attempts. Options include: * End the flow * Skip the question * Trigger fallback flow ### **Store Response in Variable** Stores the user's response so it can be used later in the workflow. #### **Example Ask Flow** Example chatbot interaction: Bot: What is your phone number?\ User: 9876543210\ \ Bot: What is your email address?\ User: \ \ Bot: Please share your delivery address.\ User: 25 Park Street, New York The chatbot collects all responses and stores them for further processing. ### **Best Practices** Follow these recommendations when designing Ask Action flows. **Ask clear questions** Make sure the user clearly understands what information is required. **Use the correct input type** Choose the appropriate Ask Action to ensure proper validation. **Store responses properly** Save responses in variables for later use. **Limit the number of questions** Too many questions in a row may reduce user engagement. **Use fallback flows** Fallback flows help guide users when invalid responses occur. ### **Summary** {% embed url="" %} **Ask Actions** allow chatbots to collect user input and build interactive conversations. With Ask Actions, you can: * Collect different types of customer data * Validate user input automatically * Store responses in variables * Use collected data for automation and personalization * Build structured and interactive chatbot workflows Ask Actions are a key component for creating **dynamic chatbot conversations and automated business processes**. --- [Next Page](https://docs.ownchat.app/llms-full.txt/1)