Summit Integrated with WhatsApp

Overview

Summit integrated with WhatsApp to enable end users to create, modify, and track their incidents. WhatsApp been a globally recognized messaging app, making it an effective tool for national and international customers allowing them to engage with support representatives instantly.

Prerequisites:

• Create and configure an app in Facebook Developer site. To share the API URL with Facebook, the WhatsApp API should be hosted on the internet. For more information, refer WhatsApp Integration Process Document.
  
  

• Users’ WhatsApp numbers should be added in the Contact Number field, with or without the country code. 
  
  

• WhatsApp Summit Support Contact should be provided to the end users.  

Figure: WhatsApp Integration

Why WhatsApp Integration?

Businesses employing Summit are committed to offering their users a convenient avenue for reaching support services, thereby elevating employee satisfaction. This commitment to streamlining access to support services fosters an environment where users feel valued and supported, leading to overall operational efficiency.

User Persona: End-user

Business Benefits

• Cost-Effective
  
  
• Security and Encryption
  
  
• Improve Employee Satisfaction

User Authentication

Authentication identifies a user to ensure that they have the appropriate permissions to access rights to perform a specific task or access certain information. In the Summit WhatsApp Integration, the system engages in verifying the existence of a sender's phone number in the User list whenever an end-user initiates a 'Hi' or ‘Hello’ message, and subsequently proceeds to authenticate them.

After successfully verifying the valid phone number, the system sends a welcome message as it displayed on the WhatsApp screen.

Figure: Authentication

In the event of an invalid phone number authentication, Summit sends out a configurable WhatsApp message stating ‘You are not registered with us. Please contact your administrator.   the user to contact their user admin team.

Log an Incident Using WhatsApp

You can log an incident using WhatsApp provides real-time communication experience to a user, allowing to quickly share information for the created incident from different geographic locations.

To log an incident using WhatsApp, perform the following steps:

1. Open the WhatsApp app from the mobile.
   
   
2. Send ‘Hi’ or ‘Hello’ message to the Summit Support number.
   A welcome message is displayed.
   
   
   Figure: Log an Issue
   
   
3. Click Log an Issue from the option available from the welcome message.
   The list of departments is displayed.
   
   
   Figure: Department List
   
   
4. Enter the number corresponding to the Department or type the Department name. 
   
   
5. Enter the Symptom and subsequently enter the Description.
   
   

6. Click Yes to attach a file to support the incident or No to process the request.
   The file is attached successfully; the request will be processed and a message stating the Incident is created successfully with the incident number as displayed.
   
   
   Figure: Incident Number 
   
   

   Note

   To commence a new conversation, send a '‘Refresh'’ message within the existing chat.

Update an Incident Using WhatsApp

You can update an incident using WhatsApp to effectively manage and respond to a wide of situations. It ensures to have the most up-to-date information, enables effective coordination and improvement efforts.

To update an Incident using WhatsApp, perform the following steps:

1. Open the WhatsApp app from the mobile.
   
   
2. Send ‘Hi’ or ‘Hello’ message to the Summit Support number.
   A welcome message is displayed.
   
   
   Figure: Update an Issue
   
   

3. Click Update an Issue from the options available from the welcome message.
   A message to specify the incident number and additional information is displayed.
   
   

4. Click Yes to attach a file to support the incident or click No to process the request.
   If the file is attached successfully; the request will be processed and a message stating the Incident is created successfully with the incident number as displayed.
   
   
   Figure: Update Incident

You can view the update made to the incident in the Incident – Change History.

Check the Incident Status Using WhatsApp

You can view the status of the incident using WhatsApp making it more convenient and providing real-time messages which can be crucial for staying informed about rapidly changing incident statues.

To check the Incident status using WhatsApp, perform the following steps:

1. Open the WhatsApp app from the mobile.
   
   
2. Send ‘Hi’ or ‘Hello’ message to the Summit Support number.
   A welcome message is displayed.
   
   
   Figure: Check Incident Status
    
3. Click Check on Issue status from the options available from the welcome message.
   A message to specify the incident number is displayed.
   
   
4. Enter the incident identification number for which you want to check the status.
   The request will be processed, and the status of the incident is displayed.
   
    
   Figure: Status Details

You will receive additional messages depending on various scenarios.

These messages are accompanied by descriptions that provide further information: