LogixOne Chat FAQ's

LogixOne Chat FAQ's

LogixOne Chat FAQ's

The list below details the most commonly reported questions regarding LogixOne HR.

What are the requirements for using LogixOne Chat?

SMS

LogixOne Chat leverages Twilio for the provision and delivery of SMS messages.   If you have your own Twilio account you can connect that service to LogixOne Chat.  If you require assistance to do so or you would like us to provision a SMS number for you please free to contact us.

WhatsApp

LogixOne leverages Twilio for the provision of WhatsApp services.  To obtain a 'WhatsApp' verified Twilio number requires a number of steps including Facebook business verification.  f you require assistance to do so or you would like us to provision and WhatsApp number for you please free to contact us.

Telegram

Connecting your existing Telegram number is easy, all you require is an existing Telegram account with a number associated to it.  We suggest that the number associated to this account is a company owned number.


WhatsApp Templates - Why won't my WhatsApp messages send?

WhatsApp messages follow a strict set of rules for sending messages from a WhatsApp 'Verified' business (The Sender).  A WhatsApp Verified business is required to send a WhatsApp 'Approved' template to any WhatsApp recipient IF no messages have been sent or received within a 24 hr period.

Example:
  1. Company XYZ wants to send their customer Paul a WhatsApp message.
  2. Company XYZ has not sent or received a message from Paul within a 24 hr period.
  3. To send a message and to start communicating with Paul, Company XYZ is required to send an approved WhatsApp 'Template' to Paul.
  4. Once Paul receives the WhatsApp Approved 'Template' Paul can respond as required.
  5. Once Paul has responded, Company XYZ can now chat freely with Paul via WhatsApp.
  6. Company XYZ can send new messages to Paul
  7. If either Company XYZ or Paul has not messaged for a 24hr period, either Paul can send a message first or Company XYZ is required to send an Approved WhatsApp 'template' message.
Note:
  1. WhatsApp templates need to be approved by WhatsApp but can be added to the LogixOne Template feature to make communicating via WhatsApp easier.
  2. The 24hr period is based on the last 'Inbound' WhatsApp message.  So in the example above IF Paul has not sent a message for 24hrs or more a WhatsApp template will need to be sent by company XYZ.
  3. LogixOne Chat will show a clock icon as detailed below in the contact message within the left-hand panel.  If the clock icon is shown it signifies that a WhatsApp template is required to chat with the contact.


Possible reasons as to why SMS and WhatsApp messages are not being sent from the CRM?

Like email, sending and receiving messages is depedant on a number of variables, eg if you don't use the correct domian name your email wont be delivered, also IF your email settings are incorrect emails won't send, the same is true for chat messages, such as SMS and WhatsApp.
  1. You must have either a Contact or Lead within the CRM.
  2. The contact or Lead must have the [Mobile Number] field completed and the number contained within that field must be in the correct format. eg it must have a '+' followed by the (country code) - followed by the (area code without 0's) - followed by the number with no spaces.
    1. Correct numbers would be +61290880222, +181820150678, +448023400000
    2. Incorrect numbers would be: 02 9088.0222,   610290880222, 61 (2) 9088 0222, (888) 080 0000
  3. The contact or lead mobile number you have entered is incorrect
  4. Your Twilio account is not working, eg credit.
  5. Your Twilio account has not been properly configured eg SMS GEO permissions have not been configured please see: https://support.twilio.com/hc/en-us/articles/223180168-What-Are-Geographic-Permissions-and-Why-do-They-Exist-
  6. Your Twilio account is still in trial - it needs to be a fully active account.

What happens if a new contact sends a message to the CRM that has not been seen before?

If a new contact sends you a new message and that contacts number is not stored within the CRM you can create a 'New Lead' from within the Chat Console. See New Messages from an Unknown sender to do so.  To send messages to you must do so from either a CRM 'Lead' or 'Contact'.

Notification Sounds won't play.

  1. When you first open LogixOne Chat in Chrome you need click somewhere within the window to turn on sound notifications, this is a known issue with Google Chrome
  2. Ensure you have un-muted the sound notification icon. 

Some of my users cannot see chats.

  1. Please ensure that any user has access to the following modules:  Leads, Contacts, Accounts, LogixOne Chat and Messages.


Can I respond to chats from an unknown contact?

Yes!. You may receive chats from a customer or external contact that does not exist as either a CRM 'Lead' or 'Contact' as such LogixOne Chat does not know who that contact is.  You can respond to that chat as you would any other.  Once you have the contacts details you can create a CRM 'Lead' by clicking the  '+' icon to the left of the chat session ID.

Please note, that sender actually may already exisit as either a CRM 'Lead' or 'Contact' but they maybe messaging you from another channel for the first time and as such their chat channel ID is not stored within their contact details.  You can copy the contacts ID and paste it into the contacts record so that the system now knows how that chat belongs to.


My messages are not updating automatically.

This can happen periodically because of browser settings.  To fix this simply refresh your browser session again by pressing F5 or refreshing in the URL bar.

I have added a new number as a CRM 'Lead' but the Chatbox still does not show the Lead name?

This is because none of the messages you see within the Chatbox are associated to the new 'Lead' you have created.  (Or if you have added the number to an existing contact).  To fix this all you need to do is open any of the 'message records' and associate the new 'Lead' or the 'Contact' to the message record and the Chatbox name shall show AFTER you refresh your browser.



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