Start of Conversation:
When a customer starts a conversation with the company via WhatsApp, this interaction is recorded and can be synchronized with Avantto.
Important: If an employee sends a message to start a conversation via WhatsApp mobile, without the conversation having been previously created in Avantto, this message will not be recorded in the system.
Receiving Messages:
For a conversation to appear in Avantto, the company must receive a message from the customer. Only after this interaction, the conversation will be created and automatically synchronized in the CRM.
This means that any message sent before receiving a response from the customer will not be captured by the system.
Scenario 1: A customer sends a message to the company.
Result: The conversation is created in Avantto and all subsequent interactions will be synchronized.
Scenario 2: An employee sends a message to a customer without the conversation having been started by the customer.
Result: The sent message will not appear in Avantto. The conversation will only be synchronized when the customer responds.
To ensure that all conversations are correctly recorded in Avantto, it is essential that interactions with customers are initiated by them. This not only optimizes the use of the platform but also ensures that all relevant information is captured and available for analysis and support.
If you have more questions or need additional assistance, do not hesitate to contact the support team.
