FAQs

Twixor EnCaps is an actionable instant messaging (AIM) platform that can be integrated with or embedded in to existing IT applications. AIM extends the user interface of the enterprise application to the IM window and allows two way user interaction. It has the capabilities like Loaded Buttons, Dynamic Form shipping and Configurable work flows.

Twixor EnCaps is not a P2P (people to people) messenger or a collaboration tool. It is primarily a A2P (Application to People) and P2A (People to Application) two way user interaction solution. The consumption models and pricing models are very flexible and hence can be customized to suit each requirement.

No. White labeled on premise implementations are also offered.

The front end of Twixor EnCaps is available as a stand-alone mobile app that can be integrated with your existing IT system. It is also available as a widget that can be embedded in your existing mobile app. Twixor EnCaps back end can be hosted either on-premise or on the Cloud, and then integrated with your existing back end system.

Twixor EnCaps can be embedded or integrated within 2-3 days. More complex implementations may take up to a week or 10 days.

Yes, For end user customers / enterprises, Appiyo offers complete integration, implementation and support services either directly or through its channel partners. ISV’s who want to bring AIM capability to their existing / new products, can license the product and make use of our product support services.

Twixor EnCaps can be incorporated in to any enterprise application across verticals and industries (example Hospital Management System, BFSI Application, HRMS, CRM, Marketing Campaign Management etc). Compared to other forms of user interaction such as Mobile Apps and Web Forms, AIM increases the immediacy, user responsiveness and engagement.

For eg: if the original link is https://aim.twixor.com/pwa/campaign?eId=1536&campaignId=616f9367d12c7bc0d78d8072&phoneNumber=9789805647, this is the unique link for this number, to make it common link remove the phoneNumber=9789805647 and add gli=true and the generic link becomes https://aim.twixor.com/pwa/campaign?eId=1536&campaignId=616f9367d12c7bc0d78d8072&gli=true

Yes, we can have two or more languages within the same flow.

Duplicate entries occur when a chat is kept open and the same user begins another chat with the same number. So, admin must close the chat once the conversation is completed to avoid duplication issues.

Click the message icon in the bottom right corner of Twixor application and tap the corresponding Chats (Transferred Chats, New Chats, Invited Chats and Missed Chats) to accept it. Then, you will be directed to the Chats Conversation page to initiate the conversation.

FAQ_livechats

To view the WhatsApp Journey Report, navigate to Journey->Reports.

You can view the detailed WhatsApp report by searching the WhatsApp journeys based on the journey name, environment, From Date and To Date between which the messages are sent and received, and customer number with country code.

This report contains the following details:

A unique context Identifier (Context Id) for each conversation with a user. Click Context Id to view the detailed context report.

Mobile number of the customer

Date and Time on which the conversation started across WhatsApp

Last Replied Message of the customer

The State of the conversation (Valid Values: Waiting, Chatting, Completed)

Navigate to Admin -> Users

1. Click Invite User and enter the legitimate Email id.

2. Assign the user permissions (by selecting the respective options) to develop, handle chats, and to perform the role of administrator.

3. Finally click Create Invite to create the user

Before publishing the flow, click Verify button to check if there are any errors and make sure the welcome flow, keywords and channels are added.

The Message Node does not support messages longer than 140 characters. To effectively reflect the modifications, save and publish the journey before going live.

For Encaps: Navigate to Encaps -> Workspace, click the EnCaps from the list and open the flow designer to modify the workspace.

For Journey: Navigate to Journey -> Journeys, click the Journey from the list and select the Flows tab to modify the flows.

In message node, select the created variable that should be mapped with the user response.

Add a delay node to execute the flow in sequence.The Delay Node has only one configurable value; the number of seconds for which the next running workflow should be paused.

If the flow has an error, an error message will appear while clicking verify button. So, before verifying fix all the listed errors.

Create special keywords to associate it with the designed work-flow of the required process.

1. Name, Phone Number and Message Type given during the creation of WhatsApp Journey will be reflected in this page.

2. Choose the WhatsApp channel created by you from Choose Channel.

3. Enter the welcome message and choose the welcome flow.

Add a Keyword

1. Click to add a predefined keyword.

2. To insert a child keyword, select the main keyword to add the sub-keywords for it and click.

Info! This Add Child option will be enabled when the keyword type is selected as a Keyword.

3. Then choose the flows for the selected keyword and click Save.

Yes, you can create multiple flows in WhatsApp Journey by clicking Journeys -> Flow -> Create Flows button.

Yes, a flow from a campaign can be replicated to build another flow by clicking Journeys -> Flow -> Copy to button.

We cannot duplicate the journeys or EnCaps. However, there is an option to export and import the same journey to have a copy of that.

1. To create a new communication flow for your WhatsApp journey, click Create Flows button in Flows tab.

2. Enter a Name related to the flow and click Submit.

Any distribution channel is used for distributing the products or services to the end user or customer. Multi-channel marketing is the process of communicating with consumers across many channels like SMS, WhatsApp, Twitter, Facebook, or any other channel selected by the potential customers. Promoting your products and services through any one channel isn’t adequate for the customers. Marketing across multiple channels gives customers the finer choice to obtain customized messages on their preferable transmission channel.

Here the keywords can be mapped with the associated flow.

1. Give a short name for the keyword

2. Provide a description for the keyword in Label.

3. Select the action (Invoke Flow/ Keyword/ Back)

4. If the selected action is a Invoke Flow, select the associated workflow that you have crafted using Workflow Designer.

Navigate to Encaps -> Workspace and open the EnCap designer

1. Select Rest to consume third-party Rest API in your application.

2. Next, select the HTTP method from the list of available HTTP Verbs (GET, POST, PUT, and DELETE).

3. Enter the Request URI in the input field provided. Request URI refers the resource upon which the HTTP request is applied.

4. Click the Header tab to provide the appropriate header fields for the API request. This will open a key-value editor. Give the Key and Value for the header manually in this editor.

HTTP Body Data

x-www-form-urlencoded

• Select the body Content Type (x-www-form-urlencoded or Raw) while sending the form data as a POST Request.
• Use x- form- www- urlencoded type if you want to provide simple text or ASCII information. You have to just type the list of keys and values in the key-value editor. Twixor EnCaps will cipher it the right way.

• Use the POST method and give the request URL.
• Select the x-www-form-urlencoded option to send plain text data to the Restful API server.
• Then, give the employee details (name, salary, age) in the Key-Value editor.
• Click Test to view the API response for this request

For EnCaps: Navigate to Encaps -> Workspace -> Reports -> Select the date

For Journey:Navigate to Journey -> Reports -> Select the date

To generate the daily reports, you can filter the required data and select the start date and end date as current date and click Get Report.

Yes, an agent can able to view the others agents chat history only if they have the administrator rights.

Configuring a new button involves the following steps:

1. Click Create New Button option, enter an identity for the button in Name.

2. Provide a unique description for the button in Identifier.

3. Select the type of the button from Type.

4. Choose the preferred button type and click Create.

The quick replies template will not work when it doesn't have the approved button templates for the specific WaBa number on it and buttons should be configured.

To add emojis, just copy and paste the emojis in the message node.

Navigate to Encaps -> Workspace -> Theme

Click Upload button to set the background image in PWA.

Navigate to Encaps -> Workspace -> Theme

In Campaign Details, click icon to set the logo in PWA.

Low-code development, micro-services based solutions, Claims management, Project management, Operational efficiency.

1. Navigate to Admin -> Channels.

2. To create your own channel, click Create New Channel and enter the name of the channel in Name.

3. Select your desired type of channel (SMS, WhatsApp, Telegram) from Type.

WaBa Number should be prefixed with “+” character.

Forward option is currently not available.

How to generate the Reports in EnCaps

To view the report based on forms,

1. Select the EnCap Workspace for which you want to view the Report.

2. Click Reports tab and make sure the Report radio button is selected.

3. Select the launch name in “Filter by instance” column for which you want to view the Report.

4. In “Filter by Form” column, select the form name to be selected from the Select form field.

5. Select the Start Date and End Date to view the detailed form report of the EnCaps launched between these dates.

6. Click Get Report to view the report based on the selected criteria. The detailed report for the particular form will be displayed.

7. If you want to export the report as CSV or Excel sheet for your future reference, click button.

To view the report based on Milestone,

The Milestones report visually represents the list of number of users who have visited the EnCap milestones for 1 day, 7 days, 15 days, and 1 Month. Simply put, Milestone reports help you oversee the overall progress and performance of the EnCap.

1. To view the milestone report, select the EnCap and click Reports tab

2. Select the Milestone Report radio button

3. Select the milestone name for which you want to view the milestone report.

4. Select the EnCap launch from the drop-down list and click the time period (1 Day, 7 Days, 15 Days, or 1 Month). The total milestone visits are displayed in the Single Column Bar chart as shown below.

Navigate to Admin -> Department page.

• Select the department to which you want to add the artifacts.
• Click Canned Messages tab to enter the template message that can be used to answer the common queries of the customer with a standard reply.
• Click Add Message button and enter the message template for canned message.
• Click Add Message to save the template message.
• Once the canned message is saved, it will be added in the list.

Make a decision in the communication flow using a Decision node and add the required conditions.

1. To add a conditional branch statement, click Add Branch.

2. Key in a unique branch label for the condition.

Info! The label can be used to track the condition in the flow

3. And enter the condition starting with $ and within the curly braces like ${requestDetail.toLowerCase() == "y"}. It is used to tell that the name following the dollar symbol $ is a variable name and not a constant or a keyword.

Info! If any of the above conditions are not met, execution will jump to the default branch.

All user queries and messages will be transferred to Live agent.

Yes, anywhere in the flow, the customer can invoke a free-text AI/NLP enabled conversation, get the answer and then continue with the flow => AI/NLP unstructured and menu-driven structured conversation is tightly and seamlessly integrated. i.e., if you type “I would like to speak to an agent", AI/NLP recognizes this and activates the LA node, while transferring the chat to the appropriate live agent enabling free form interaction over WhatsApp.

Admins may keep track of the missed chats in Chats -> Real time Monitor and allocate them to the relevant live agents.

By default, chats timeout by 180 seconds

Navigate to Chats -> Real Time Monitor -> Chat Missed.

Click Get Chats button to generate the day wise missed chat report.