# Welcome to RUM Work

Hello there, welcome to RUM Work's easy-to-follow user documentation. It includes simple instructions to help you make the most out of the platform.

<figure><img src="/files/9dJIh8s8rghF1vJxrkF3" alt=""><figcaption></figcaption></figure>

### What is RUM Work?

Great question by the way.&#x20;

Well, RUM Work is a multi-channel messaging platform where business owners like you can answer user queries coming from multiple platforms. Yes, you read that right!

You can answer to users sending messages from WhatsApp, Facebook, Instagram and more using this single platform -- RUM Work. No need to access different messaging-platform accounts of your business platform. Do everything right from here.

Isn't it amazing, right?

Moreover, you can perform different actions that would allow you to provide great customer support to your users on the go. It's easy, powerful, and allows you to **send the right message to the right contact at the right time**.

Furthermore, you can invite your Team members to take part in it. That's even more awesome.&#x20;

Let's find what you can enjoy while using the RUM Work platform.

### Single Platform - Lots of Features

### Channels

Through Channels, you can connect multiple messaging platforms to RUM Work. Thus, allowing you to answer queries of different users coming from different platforms. It simplifies how you connect with your customers by providing messaging options like Templates, Quick Replies, Interactive Messages and more.

<figure><img src="/files/dSNIsmdEP4NgskffplHZ" alt=""><figcaption></figcaption></figure>

### One-Inbox

With RUM Work, you never have to log in to your different messaging platforms. The one-inbox will allow you to switch between Channels and see user queries right from RUM Work. Answer them, delete them, or pin them.

<figure><img src="/files/ph9Xe9j8vGn1yeymIX8z" alt=""><figcaption></figcaption></figure>

### Automation

Lower your burden of managing every user query. Set different Automation Workflows that perform different actions based on different Triggers and Conditions. Whether incoming messages or outgoing, you can set automated rules for numerous instances that happen between the Channels and RUM Work.

<figure><img src="/files/uSdScpHLZqu2ZzvyRzfl" alt=""><figcaption></figcaption></figure>

### Run Campaigns

Want to send a single message to multiple customers or send multiple messages to a particular contact? Use Campaigns to broadcast messages of different kinds. Based on Channels, Time and more.

<figure><img src="/files/Q0aop3RjZpWgORQftxRl" alt=""><figcaption></figcaption></figure>

### Collaborate

You don't have to do everything on your own. Invite team members, and assign them different roles and duties to perform on RUM Work from time to time. Whether for all Channels, Contacts or only specific, it's up to you.

<figure><img src="/files/py6MonhSJjJynYZpXG0r" alt=""><figcaption></figcaption></figure>

### Integrate

Want to integrate 3rd party platforms to RUM Work? No problem, the Integrations module will allow you to Call APIs, add Bots, capture Leads and more without any extra effort.

<figure><img src="/files/TYtsCqddaFf7QT2OAwxF" alt=""><figcaption></figcaption></figure>

### And Much More!

The above is just a glimpse you can do on RUM Work. There's more for you to utilize. For instance, create tickets, add events, build a knowledge base, answer FAQs, and much more!

Try it today and find the rest of the benefits yourself!!!


# Login to RUM Work

Easy login.

To use the RUM Work platform, you need to log in, first. Therefore, open <https://app.rumwork.io/auth/login> on your browser window.&#x20;

<figure><img src="/files/jaZNsqW6MxTYUZEQJv7N" alt=""><figcaption></figcaption></figure>

Or you can click the **Register/Login** button at rumwork.io. This will open the following login page.&#x20;

<figure><img src="/files/jncqiC0KP2nG7mIzmcVk" alt=""><figcaption></figcaption></figure>

### Register

If you haven't created an account before, click **Create an account**. This will open the following fields,

<figure><img src="/files/u34HCOC0eQxnYmcg27tw" alt=""><figcaption></figcaption></figure>

Simply enter the details and click **Register**.

<figure><img src="/files/Z1pSjeEHgzMdam18YxU7" alt=""><figcaption></figcaption></figure>

It will send an email to confirm your details. Login to your email, then confirm the account. Once done, open the login window and use your details to log in.&#x20;

<figure><img src="/files/Dyp5K1LZ3svsuHq3FSer" alt=""><figcaption></figcaption></figure>

Upon successful login, you'll find yourself on the [Chat screen](/rum-work-modules/chat#overview).

### Forgot Password

If you've forgotten your password, simply click **Forgot Password**.

<figure><img src="/files/7H215k0bKiK6lvEB6z9n" alt=""><figcaption></figcaption></figure>

Then, enter your email and click on the **Send reset link** button.&#x20;

<figure><img src="/files/dBZIPgoFYZqklfgZ0cvL" alt=""><figcaption></figcaption></figure>

Open your email and follow the instructions to reset your password.

### Where to Start?

You can work at RUM Work as you prefer the best. However, we suggest you start by creating and connecting the messaging channels, first.

{% content-ref url="/pages/GHOeNQmWYcYwE1XljNba" %}
[Connecting to a Channel](/messaging-channels/connecting-to-a-channel)
{% endcontent-ref %}


# Overview

Take Control of the RUM Work platform by utilising the options available in the Settings.

You can access the RUM Work Settings Panel and its options in 2 ways.&#x20;

* From Dashboard, go to the Left Sidebar and click Settings.&#x20;

![](/files/BOTCiULQjroGl5skKVoc)

* Or, click on the gear (⚙️) icon directly from your dashboard.&#x20;

![](/files/Q21PUOZCGw3x7RjmSYjd)

The different options available in the **Settings** panel of the RUM Work platform allow you to make the most out of it. By using the following options, you can simplify how the platform works and provide customers with the best-in-class user support.&#x20;

{% content-ref url="/pages/H0qFFMusJTKPeBnpfXqi" %}
[My Account](/settings/my-account)
{% endcontent-ref %}

Customization options to make the interface represent the business more evenly.

{% content-ref url="/pages/PK5rJRwKGtYVIRSkg6I5" %}
[Roles & Permissions](/settings/roles-and-permissions)
{% endcontent-ref %}

Create different roles and assign permissions per requirement.&#x20;

{% content-ref url="/pages/Jd6AKOwsR7N1iuMqv24w" %}
[Department](/settings/department)
{% endcontent-ref %}

Create departments to sort team members' duties in the RUM Work.

{% content-ref url="/pages/VchiCqrbPAUPOE0VMpv4" %}
[Team](/settings/team)
{% endcontent-ref %}

Add team members to RUM Work and assign tasks to them based on their department.

{% content-ref url="/pages/LDUjRv5lxVDOoGuzl01l" %}
[Quick Reply](/settings/quick-reply)
{% endcontent-ref %}

Make quick message templates to use in the chat.

{% content-ref url="/pages/Vr2HSJYCpsSOiYkwHeN7" %}
[Automation Workflows](/settings/automation-workflows)
{% endcontent-ref %}

Create automation workflows and run them based on user triggers.

{% content-ref url="/pages/g2J9MsC7rSZKhN8TOwTF" %}
[FAQ Bot](/settings/faq-bot)
{% endcontent-ref %}

Build a list of question and answer for the FAQ Bot.

{% content-ref url="/pages/lbM6pkF5nGyA8SKtFkQd" %}
[Knowledge  Base](/settings/knowledge-base)
{% endcontent-ref %}

Build or upload answers for different user questions.&#x20;

{% content-ref url="/pages/MS3u8CYEBgwEOn2KQadt" %}
[Custom Fields](/settings/custom-fields)
{% endcontent-ref %}

Create different fields to use them while creating contacts.


# My Account

The **My Account Setting** enables you to configure General Information like Business Name, Address; Ticket Due Date, Chat, and Working Hours. With these settings configured appropriately, you and your team members will manage different options of RUM Work easily without confusion.&#x20;

To access My Account settings, simply click the **Settings** in the Left Sidebar from your Dashboard. Or tap on the gear icon in the top menu.

Explore the following settings to learn more.

{% content-ref url="/pages/91ZQGiHK3voyhy7FVnYw" %}
[General](/settings/my-account/general)
{% endcontent-ref %}

{% content-ref url="/pages/w7yU6g7sgqrNrKye35NC" %}
[Ticket Due Date](/settings/my-account/ticket-due-date)
{% endcontent-ref %}

{% content-ref url="/pages/NkGJspKFw6xEpK0rcJKB" %}
[Chat Settings](/settings/my-account/chat-settings)
{% endcontent-ref %}

{% content-ref url="/pages/Y4DDJZinXfn3TSjetG6i" %}
[Working Hours](/settings/my-account/working-hours)
{% endcontent-ref %}


# General

Using the **General Information** option of the [My Account](/settings/my-account) settings, you can manage the following details,&#x20;

* Business Name
* Billing Address
* Default Country Code
* Default Timezone
* API Key

![General Information](/files/YTeSq3LUplBPgckN5HkH)

To add the information or make changes to it, click the Edit icon.&#x20;

![Edit General Information](/files/aFNxnP0yEdgwK4jSAP82)

Then, you get the fields to add the information or make changes. Simply input the Business Name first, then the Billing Address. Choose Default Country Code and Time Zone. Once you're done editing or adding the info, click **Update** to save changes.

![](/files/rS2CNTc1rhWeU0d62lPU)

If you're required to access the API Key of your RUM Work business account, you can obtain that by clicking the Copy button.

![](/files/FA0Ra3FMISxLSun2kcmZ)

And if, in any scenario, you need to change the API, then you can do that by clicking the **Regenerate Key** button.&#x20;

### Reset Data

If you're required to delete all of your data from RUM Work, for example, contacts, chat, campaigns and more, then you can do that by clicking the Clean icon.&#x20;

![](/files/IBxv8rBSrEbmO4Gn0CUo)

It will open the Clear All Data confirmation popup.&#x20;

![](/files/BLA9QOffwYYJFFk9j5y6)

To finalise cleaning, click **Confirm**. And all of your data will be removed safely.


# Ticket Due Date

The Ticket Due Date Setting enables you to assign the number of days to Ticket Due Date priorities in which a particular ticket needs to be resolved.

The available Ticket Due Date priorities are,&#x20;

![](/files/EmC0kPz3ck2l6OQDme16)

* Very Urgent
* High
* Medium
* And Low

![](/files/rcsnvQnnfj5KJnS6T2XW)

To assign days to these, click the Edit <img src="/files/gPyWfFiyaKYWqEuCe4jZ" alt="" data-size="line">button. Then, input the number of days for each Ticket Due Date.

![](/files/N6cm9G3TQc9awLbpUq7a)

Once assigned the days, click **Update**.


# Chat Settings

Chat Settings of [My Account](/settings/my-account) lets you activate the following options,&#x20;

![](/files/bNO16Nr3xUkaXYvCdwFW)

* Assign Chat to First Replier
* Keep a Chat unread on click
* Send Chat Notifications to Manager

![](/files/ekLpTGOQhBDzIw45U3MP)

And if you want these options to be activated for specific team members one by one, then you can choose them in the **Round Robin Assign To These Roles**.


# Working Hours

To define the office hours and holidays of your business, you can utilise the Working Hours setting of [My Account](/settings/my-account).

![](/files/7ParofxXQwj8eNis6PM6)

Simply click the Edit <img src="/files/gPyWfFiyaKYWqEuCe4jZ" alt="" data-size="line">icon.

![](/files/wEhagsuwFmCuwvSnsFg0)

Then, activate the days you work and mention the time.

![](/files/rxNPRA2LQqCxsrzxh5T6)

If you want to declare holidays, click the Holidays field and then select the dates.

![](/files/BysolyHwBoTzAEEinAsi)

Once added Working Hours and Holidays, click **Apply**.


# Roles & Permissions

### Overview

Through **Roles & Permissions** Setting, you can create different roles and allow specific permissions to them. Then, use Roles to create [Team](/settings/team) members and provide them control as per allowed permissions. This is useful to give team members limited control over the Rum Work platform and its options.

To access this particular setting, go to **Settings** and then click **Roles & Permissions**.

![](/files/tTDDws2EMY4NZ4H3a01g)

### Create a Role

![](/files/BCDPd4lzmzWUWSQdZ1eR)

At Roles & Permissions, click the **Create Role** button.

![](/files/ZmLMwdVdtbDgXnmXo7xI)

Then, define the name of the Role and click **Save**.

### Assign Permission

![](/files/4Ya06PhGFhSlqjlTw2hS)

Once you've created a Role, you'd find it in the tab. Then, to assign permissions, simply click the checkbox next to permission.

![](/files/W9F7h7E6EzBZbVYlB4lh)

Or select them all by checking the Bulk box. There are a total of 34 permissions you can assign to a role.&#x20;

| Permissions                           |
| ------------------------------------- |
| **1. Manage Quick Replies**           |
| **2. Manage FAQ**                     |
| **3. Manage Attachment**              |
| **4. Manage Knowledge**               |
| **5. Manage Departments**             |
| **6. Rest API**                       |
| **7. Manage Self Account**            |
| **8. Edit Tickets**                   |
| **9. Manage Campaigns**               |
| **10. Manage Channels**               |
| **11. Manage Assigned Channels**      |
| **12. Manage Tickets**                |
| **13. Manage Custom Fields**          |
| **14. Manage Service Integrations**   |
| **15. Manage Settings**               |
| **16. Chat Customers**                |
| **17. Manage All Chats**              |
| **18. Manage All Tickets**            |
| **19. Manage Automation Rules**       |
| **20. Manage Recurring Events**       |
| **21. Manage Contacts**               |
| **22. Manage Follow Ups**             |
| **23. Manage All Follow Ups**         |
| **24. Can See Contact Basic Profile** |
| **25. Manage User Roles**             |
| **26. Manage Teams**                  |
| **27. Manage Message Template**       |
| **28. Manage Drip Campaign**          |
| **29. Manage Messages**               |
| **30. Manage Todo**                   |
| **31. Create Manual Payment Link**    |
| **32. Manage Chat Commerce Store**    |
| **33. Manage Notes**                  |
| **34. Delete Notes**                  |

### Editing a Role

![](/files/7UeN04gDgvcWPg8uleLa)

To edit a Role, click the Menu (three vertical dots) icon, then select **Edit**.

![](/files/8RVK6lp7BOLoEeoq1Sxw)

It will allow you to change the name. Once edited, click **Save**.

![](/files/d0qdemR7o4gr3x4d1V8S)

### Delete a Role

![](/files/I3m0p7qSPrqSijcCZE3x)

To delete a Role, click the Menu (three vertical dots) icon, then select Delete.

![](/files/A93OUdB0WEQi43ethue5)

Then click the **Confirm** button to finalise deleting.&#x20;

![](/files/m8OQBJIr5V8OrW3F10mU)


# Department

### Overview

Using the Department setting, you can create new Departments; Edit and Delete them. Using a particular department, you can sort your [Team](/settings/team) members and provide them with access to manage specific channel(s).

To open the Department setting, go to **Settings** and then select the **Department** tab.

![](/files/PT290ZSQT89ZIB33kajR)

### Create a Department&#x20;

![](/files/2NzV1phXwu7kkJTOh8YP)

On the Department window, click **Create Department**.

![](/files/NCaE86UzZjfva1qTqjBq)

Then, input Department; select Channels and Agents( Team members) if any. Once done, click **Save**.

### Edit a Department&#x20;

![](/files/few7xhOMmPX1LST7iFWK)

Open **Settings** → **Department** → and click on the Edit <img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line">icon.

![](/files/IOZFMSqtGfaf5XkBYqHx)

Then make appropriate changes and click **Update** to save changes.

### Delete a Department

![](/files/zuK49SouH366MojRwJup)

Click the Trash<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">icon next to the edit button.

![](/files/gUrRO3yeqwW5UJ54DTRA)

Then click **Confirm** to finalise deleting.


# Team

### Overview

Team setting allows you to create user accounts for your employers at RUM Work. You can provide them with complete control or limited based on their position. Using their account, your team members can perform different tasks on assigned channels based on their [Department](/settings/department#overview) and [User Role & Permission](/settings/roles-and-permissions#overview).

This streamlines the process of managing [Channels](/messaging-channels/channels-overview) connections to the different chat platforms. Enabling you and your team to respond to users/customers in a timely manner and improve user-client relationships for the Business.&#x20;

To access Team settings, go to **Settings** → then select the **Team** tab.

![](/files/FNwYhc4VQsytmw9HVplH)

### Create a Team Member

![](/files/B3d42433ARPM6tjtEMAf)

On the Team tab, click **Create Team Member**.

![](/files/RVBDChy131g3BCACjPmq)

This will open the create user modal with the following fields,

* Full Name
* Email
* Password
* Confirm Password
* Departments
* Roles

Simply add the information, and once you've added all click **Save**.

![](/files/EVAwkzZ4YIjAZrYnbVMq)

As soon as you save the Team member it will appear in page like the above list.

### Activate/Deactivate&#x20;

At RUM Work, you get the option to activate/deactivate a Team member's account whenever needed. Whether for permanent/temporary reasons.

![](/files/LFYanxQdDHkdeCn74VS8)

To activate your Team Member's account at RUM Work, toggle the status to the Right side (ON).

![](/files/PKrU4lDEn1vr4drEfyVD)

And to deactivate, toggle it to the Left side (OFF)

### Search a Team Member

To quickly find out a team member's account, you can use the Search option.&#x20;

![](/files/3qbtDXvDGsgjLzLepqN7)

Simply enter the name of the member in the Search bar. And if only naming isn't working, then you narrow down the search using the Role option.

### Log in to a Team Member's Account

If, for some reason, you're required to access your team member's RUM Work account, you can do that easily.&#x20;

![](/files/sJ154Y4NU9qB8R7827PQ)

Simply head over to the Team member's account details, then click the Login button<img src="/files/FR3VnLbB8oSVhSWR6Bir" alt="" data-size="line">.&#x20;

### Download Team

![](/files/0t9PQacETNE2F3eN0w8Q)

To download details of your Team member's account, click the **Download** button.&#x20;

### Edit a Team Member

![](/files/06gVnYjwyJW4ULjj4hfl)

Open **Settings** → **Team** → and click on the Edit <img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line">icon.

![](/files/EWIA46TT4YaBZzhXe2wz)

Then make appropriate changes to the Department, Roles and Status. Once edited, click **Update** to save changes.

### Delete a Team Member

![](/files/rWcOBXOXzWgFIDoUYSnq)

Open **Settings** → **Team** → and click on the Trash icon<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">

![](/files/6TfGIA92qc2vyyexW6KQ)

Then click the **Confirm** button to finalise deleting a team member.

### What's Next?

You've added your teammates, now you should know how you can respond to user messages. Let's explore that in the Chat module.

{% content-ref url="/pages/yrp96aIUQEMCXnSNFzRi" %}
[Chat](/rum-work-modules/chat)
{% endcontent-ref %}


# Quick Reply

### Overview

Quick replies are helpful when you don't want to send the same message over and over manually to the same or different customers. At RUM Work, you can create Quick Replies and send them using Chat to save time and respond to the user quickly.

![](/files/GULMx1RAcHCcDiEWaiD2)

To access Quick Reply, go to **Settings** → then click on the **Quick Reply** tab.

### Create a Quick Reply

![](/files/FGkBe3GFXsDFoVLhQJ3r)

To create a Quick Reply, click **Create Quick Reply**.

![](/files/VSpOOJdycQLmPB5u1lU0)

This will open the Quick Reply modal with fields to enter,

* Quick Reply Title - **Enter title**
* Quick Reply - **Enter description**
* And **Choose File** to attach an image file.

Simply input the details, add a file if you need it, and once done, click **Save**.

### Edit a Quick Reply

![](/files/MUM1UnaHRADn5KAl4P1J)

To edit a Quick Reply, go to **Settings** → **Quick Reply** → then click the Edit icon.

![](/files/z9dOTBUSSjzSwy9BPDfR)

This will open the Update Quick Reply modal. Here, you can make the changes as required to the selected Quick Reply. Once edited, click **Update**.&#x20;

### Delete a Quick Reply

![](/files/F9VYmn6xxpyj5aNkkKh7)

On the Quick Reply tab, click the Trash icon to delete a particular Quick Reply.

![](/files/MCUNy0fYRwTiDa0hdYH1)

Then click **Confirm** to finalise deleting.

### Use

A Quick Reply could be used through Chat while conversing with a contact. Simply click the Plus icon<img src="/files/ruL7WqspeBHs4BK2DV0n" alt="" data-size="line">and then select the **Quick Reply** button.

![Quick Reply in the RUM Work Chat](/files/SiGCfVFcLRVkgIpEiAxN)

As you click the Quick Reply button, it will provide you with different quick replies to select.

![Quick Replies](/files/6uYCW1bdoWcPOxTkc0Tn)

After selecting the Quick Reply, click the Send button<img src="/files/lDJ6ytO5ltDmvSYt8U47" alt="" data-size="line">or press Enter.

![](/files/Sv7H4hE0HpGgDJfYUh9W)

{% hint style="info" %}
You can remove the file if not required by tapping the Cancel <img src="/files/QCcU8gixDpcRiHZkDaX5" alt="" data-size="line"> button.
{% endhint %}


# Automation Workflows

### Overview

Using Automation Workflows, you can run automated Actions on RUM Work based on **Trigger** and **Trigger Condition(s)**. For creating and running an automation workflow, it's necessary to select the Trigger (you can use only one trigger for single automation) and based on that; you need to choose condition(s) and define its values.

To access Automation Workflows, you can go to the **Automation** → **Automation Workflows** from your Dashboard.&#x20;

![Accessing Automation Workflows](/files/9KfAgjphILjGSUHjmuqT)

Or, you can go to the Settings **→** then select **Automation Workflows**.

![Accessing Automation Workflows Using Settings](/files/pzhKE0krmg0uHghEtyXy)

### Creating a Workflow

To create an automation workflow, you need to click the **Create Automation Workflow** button.&#x20;

![](/files/5Yoac54RngmzqMlLeVX4)

This will open the Create Automation Workflow modal with the options as -&#x20;

* Automation Name
* Trigger
* Channel / Service Integration (trigger dependent)
* Actions

![](/files/2kw02v88wwYsSpO2hGxv)

Learn more about workflow options at -&#x20;

{% content-ref url="/pages/QcnEm11A8RWGV2t3tcaZ" %}
[Trigger](/settings/automation-workflows/trigger)
{% endcontent-ref %}

{% content-ref url="/pages/2FV0sVYuPX6aU60pWzTk" %}
[Channels Overview](/messaging-channels/channels-overview)
{% endcontent-ref %}

{% content-ref url="/pages/2QG41WPW22FEoz0nHMpp" %}
[Integrations](/rum-work-modules/integrations)
{% endcontent-ref %}

{% content-ref url="/pages/cRFz7hRe3cGo69UJ9lFj" %}
[Trigger Conditions](/settings/automation-workflows/trigger-conditions)
{% endcontent-ref %}

{% content-ref url="/pages/wltps3xu3uoabPvym7W1" %}
[Actions/Steps](/settings/automation-workflows/actions-steps)
{% endcontent-ref %}

#### Select Trigger

In the Create Automation Workflow modal, first, you need to define a name for the automation. Then, select a Trigger from the available options.

![](/files/qqwTtHES1mQHWv4AQUJT)

After selecting the Trigger, you need to select either a Channel or Service Integration, based on your Trigger type.&#x20;

![](/files/uGmIAGRHDAyfPPflOeUi)

#### Select Trigger Condition

Based on your selected [Trigger](/settings/automation-workflows/trigger), you get the Trigger Conditions. Simply select the required condition.&#x20;

![](/files/S2B7jAqp2ZbW5EZBTTmB)

Then, provide the text or keywords for the Match String or Text keywords field - except in the case of Received outside business hours, New Catalog Order Received, and Very first message or message after 24hrs of the last message.

![](/files/mNG6RIYApvXHu88R4zQP)

Then check **Is Case Sensitive** if you want the Text or Keywords to exactly match.

![](/files/v1KerFCeNryUH1c2bCLa)

And if you want to use multiple conditions, click **Add More Condition**.

![](/files/Axifz81nX12NtOihbYJ5)

Once you've added the Trigger Condition(s), you can proceed to add the Workflow Steps.

####

#### Add Steps

To add Workflow Steps, click the **Add Workflow Step** to access Action types.&#x20;

![Adding Workflow Steps](/files/B4QnVSe039gjtMJm3aYc)

This will open the Workflow Steps modal with all the step types.&#x20;

![Selecting Workflow Step](/files/XYOPCyRmYhDFunddURdo)

There are a total of 16 Workflow Steps you can select to assign them to an automation trigger. Simply select your Step from the given list and configure them accordingly. To learn how each step work and what's the best way to configure them, visit [Steps](/settings/automation-workflows/actions-steps#workflow-steps) documentation.

{% content-ref url="/pages/wltps3xu3uoabPvym7W1" %}
[Actions/Steps](/settings/automation-workflows/actions-steps)
{% endcontent-ref %}

Once, you've saved the Step, it will appear in the Create Automation Workflow modal as the following.&#x20;

![](/files/lKmmWFguIP1F8J95My0Q)

To add more steps, you can simply click the Add Workflow Step button. Once you've added all the required steps, you can click Save to create your Automation Workflow.

![Saving Automation Workflow](/files/L6XJSsvkC7ps7anGXtwf)

And it will appear in the Automation Workflows library.&#x20;

![Saved Automation Workflow in the Library](/files/GriVFsGT8lEYwyAFj05Q)

### Editing a Workflow

To edit an Automation Workflow, click the Pen icon in the right corner.&#x20;

![Accessing Workflow Edit Option](/files/1ztJSeUoPkhGTRpsggx7)

This will open the Update Automation Workflow modal. Here, you can only make changes to the Channel, Trigger Condition and Steps.&#x20;

![](/files/xCglWp4llLdNb8CS82oH)

You can add more conditions by clicking the Add More Condition button. Or you can change the current with another.&#x20;

For Step(s) you can edit it by clicking the Pen icon at the right side. When you edit the step, you can change the value for the selected Step type. Or you can choose another Step by simply clicking the Action Type field.&#x20;

![Saving an Edited Workflow Step](/files/reYItao6J5rVCawWB5sx)

Once edited the Step, click Update to make changes.

![Deleting a Workflow Step](/files/OoiSFxsZnMTMbYrYdmcR)

If you want to delete a step, simply click the Trash icon.&#x20;

![Saving Edited Workflow](/files/U7smKCeFeLaiuJioaNnK)

And after making all the changes, to save the edited Automation Workflow, you need to click the **Update** button.

### Deleting a Workflow

To delete an Automation Workflow, simply click the Trash icon next to the edit button.

![Deleting An Automation Workflow](/files/NyDHiUuhO7ZH3YFyYTCF)

This will remove the workflow completely.


# Trigger

A trigger in the Automation Workflows allows you to set different conditions to run automated actions.

![Automation Workflow Triggers](/files/BsKVnWIL92iKFFYpeNCf)

### Trigger Types

Using triggers, you can activate an automated action(s) based on the conditions fulfilled. It's highly useful to serve your customers in a timely manner and perform different actions when you're away from the platform. Or when you want to handle fewer tasks.&#x20;

At RUM Work, you can utilise 4 types of Automation Workflow Triggers:

#### 1. New Outgoing Message

You can use this trigger to set conditions to activate an automated action(s) when you or your teammate send a message to the client/customer/user using [Chat](/rum-work-modules/chat).

#### 2. New Incoming Message

Using this Trigger, you can activate an automated action(s) based on the conditions when you receive a message on the selected [Channel](/messaging-channels/channels-overview).&#x20;

#### 3. New Contact Created By Chat

If you or one of your teammates creates a new contact using Chat, then this trigger will run the automated action(s) based on the conditions met.

#### 4. New Facebook Lead Generated

Activate an automated action(s) when a new Facebook lead is generated through the selected integration while creating the automation workflow.

{% content-ref url="/pages/DQ59uaDDjTPKPAtJnU1f" %}
[Facebook Leads](/rum-work-modules/integrations/facebook-leads)
{% endcontent-ref %}

#### 5. When A Tag is Added/Removed

Create an Automation Workflow triggered by the addition or removal of the Tag from the contact's info.

### Conditions & Actions

During [creating an automation workflow](/settings/automation-workflows#creating-an-automation-workflow), choosing Trigger [**(1)**](#1.-new-outgoing-message) or [**(2)**](#2.-new-incoming-message) will further open multiple **Trigger Conditions**.

{% content-ref url="/pages/cRFz7hRe3cGo69UJ9lFj" %}
[Trigger Conditions](/settings/automation-workflows/trigger-conditions)
{% endcontent-ref %}

Each Trigger has a different set of conditions. Once these conditions are fulfilled, the automated Actions run.

{% content-ref url="/pages/wltps3xu3uoabPvym7W1" %}
[Actions/Steps](/settings/automation-workflows/actions-steps)
{% endcontent-ref %}


# Trigger Conditions

### Overview

Trigger Condition(s) is the basis for an automated action(s) to run. When you select the *New Outgoing Message* and *New Incoming Message*, the Trigger Condition section appears. There are 8 types of Conditions, which, if fulfilled, the Action(s) will be executed.

![Trigger Conditions](/files/ppZg2k6m3J3LFBTyrLSJ)

For an automated action to run, you can set multiple conditions, and all those conditions need to be True or fulfilled. The Trigger Condition section has 4 elements that allow you to utilise it to the fullest. The elements are,&#x20;

![Trigger Condition Section](/files/1x5UJvE6ePdwmpCo5pYd)

1. **Trigger Condition** - Here, you can select one condition from the 8 condition types. <br>
2. **Match String** / **Text keywords** - Here, you can define the Message(text) or Keyword(s) that should be found in the New Outgoing/Incoming Message to qualify the Condition(s) as True or Fulfilled. If not, the Action(s) won't run. <br>
3. **Is Case Sensitive** - The Match String/Text Keywords Is Case Sensitive. If you set APPLE, then it should be APPLE, not Apple. Or you've set Purple; then it should be Purple, not pUrple. The text should match the Letter Case exactly to qualify the Condition as True.<br>
4. **Add More Condition** - Simply add more condition(s) to be checked and fulfilled for the Action to run when the trigger activates.&#x20;

### Trigger Condition Types

The eight types of Trigger Conditions you can use for the Automation Workflow at RUM Work are,

#### 1. Message text exactly matches

![Message text exactly matches trigger condition](/files/Fmijgu1fmDgVJTkdAZgO)

This trigger condition is available when you select the New Outgoing/Incoming Message Trigger. Under this condition, the message should exactly match the Match String to activate the trigger and run the action.

#### 2. Message text includes

![Message text includes](/files/8jJlDtHZmDEmBAURMl2S)

This trigger condition is available when you select the *New Outgoing/Incoming Message*. Under this condition, if the message includes the Match String, the trigger will be activated, and the action will run.&#x20;

The entire message doesn't need to be precisely the same as the Match String.

#### 3. Message text exactly matches any of keywords

![](/files/wSkNFTbRQcAl7XniuJKv)

You can activate the trigger using this trigger condition and run the action when the *New Outgoing/Incoming Message* includes the same keyword mentioned in the *Text keywords* field.&#x20;

#### 4. Message include any of keywords

![](/files/LJ0Z1MQzNTAQIFDQancr)

Under this trigger condition, the trigger will be activated, and the action will run when the *New Outgoing/Incoming Message* includes one/any of the mentioned Text keywords.

#### 5. List/Button Callback ID matches

![List/Button Callback ID matches](/files/HIXDOK3bLpSvdzcStzeJ)

Under this trigger condition, the automation will execute the action if the *New Outgoing/Incoming Message* is an Interactive Message and its List ID/Button Callback ID matches the Match String.

#### 6. Received outside business hours

![Received outside business hours](/files/1B4PmAsPnV2kmnNTSJk7)

Run an automation workflow action when the *New Incoming Message* is received outside the business hours.

{% hint style="info" %}
Set your business hours using the My Account settings.
{% endhint %}

{% content-ref url="/pages/Y4DDJZinXfn3TSjetG6i" %}
[Working Hours](/settings/my-account/working-hours)
{% endcontent-ref %}

#### 7. New Catalog Order Received

If you've created [Product Catalogs](/store-settings/whatsapp/catalog-settings) in the WhatsApp Store Settings, you can create Automation based on that. It will run when your contacts send a Catalog request after you send them the option to select products using the [Interactive Message](/messaging-channels/whatsapp-integration/cloud-api#buttons-options-product-messages).

<figure><img src="/files/naMZNdphcsAouqr5LRDt" alt=""><figcaption><p>Interactive Message sent by the Business Owner. </p></figcaption></figure>

<figure><img src="/files/FL9l8pQdLbRjU56Ew76c" alt=""><figcaption><p>Contact will select the product and then send it to the business. </p></figcaption></figure>

<figure><img src="/files/lwZgGhO2WXyWe3C86ILJ" alt=""><figcaption></figcaption></figure>

Based on the order received, you can run the automation. And to do that, select Trigger Condition as **New Catalog Order Received.**

<figure><img src="/files/NVMD7rZftEtkToE6yIr3" alt=""><figcaption></figcaption></figure>

#### 8. Very first message or message after 24hrs of last message

![Very first message or message after 24hrs of the last message](/files/jA4Um7Mz7xBK3BdYwEnc)

Set an action for the workflow that needs to be executed when the *New Incoming Message* received is the Very First Message or the Message after 24hrs of the last message in the selected channel.

### Working

Based on your selected [Trigger](/settings/automation-workflows/trigger), you get the Trigger Condition. Simply select the required condition.&#x20;

![](/files/S2B7jAqp2ZbW5EZBTTmB)

Then, provide the text or keywords for the Match String or Text keywords field - except in the case of Received outside business hours, New Catalog Order Received, and Very first message or message after 24hrs of the last message.

![](/files/mNG6RIYApvXHu88R4zQP)

Then check **Is Case Sensitive** if you want the Text or Keywords to exactly match.

![](/files/v1KerFCeNryUH1c2bCLa)

And if you want to use multiple conditions, click **Add More Condition**.

![](/files/Axifz81nX12NtOihbYJ5)

Once you've added the Trigger Condition(s), you can add your actions by clicking the ***Add Workflow Step***.

{% content-ref url="/pages/wltps3xu3uoabPvym7W1" %}
[Actions/Steps](/settings/automation-workflows/actions-steps)
{% endcontent-ref %}


# Actions/Steps

### Overview

Actions in an automation workflow are the Tasks that get executed when Trigger activates, and Trigger Condition(s) are fulfilled.

![Adding Workflow Step](/files/7aHuaD9zBZjo05bTc8V0)

To add an action to an automation workflow, first, you need to select a [Trigger](/settings/automation-workflows/trigger#trigger-types), then the [Channel](/messaging-channels/channels-overview#introduction) in which you want to trigger the automation. After that, add [Trigger Condition](/settings/automation-workflows/trigger-conditions#trigger-condition-types)(s), and once you've added all, click the **Add Workflow Step** to access Action types and add them.&#x20;

![Workflow Steps/Actions](/files/gLFA72fNqsg9mlA7dPpd)

There are a total of 16 Actions for the Automated Workflow; based on those, you can run automated tasks at RUM Work.

### Workflow Steps

The 16 Workflow Steps or Actions you can utilise at RUM Work are,

#### 1. Auto Reply

Using this particular Workflow Step, define a message to send it as an auto-reply when trigger condition(s) is fulfilled.&#x20;

![Auto Replay Workflow Step](/files/5mG4W4SoZnUk90Y9jG1x)

To use this Workflow step, simply add the text, use contact fields, insert any file you want to by clicking the Choose File button and once done, click **Add**.&#x20;

{% hint style="info" %}
When you select the Trigger type as New Facebook Lead Generated, then in the Auto Reply Step, you have to select a Channel as well.
{% endhint %}

#### 2. Auto Reply and Collect User Inputs

If you want to ask users bot questions and want to save their responses in the contact fields, you can use this Workflow Step.

![](/files/lFTTd6GpuBGx22kPzu4T)

Under this, you've to define a question in the *Question* field, and for the answer, you need to select a contact field from *Save To Contact Attribute* option.&#x20;

![](/files/viTA8fcoKpBjfLg9dhDt)

There are a total of 11 Contact Attributes you can select from to save the answer.&#x20;

![Adding More Questions](/files/0Kgj01WKACquis37cThE)

For multiple questions, you can click the button **Add More Questions**, and once done, click **Add**.&#x20;

#### 3. Add Contact to List

The Automation Workflow can add the contact to a list under this Workflow Step when the automation trigger is activated.&#x20;

![](/files/Xg6jp1jLAci85GKWV921)

You can either create a new list or choose an existing one. Once the Trigger is activated and all the defined conditions meet, it will automatically add the contact to the selected list.

#### 4. Send Payment Link

Based on your payment partner selected in the respective channel, you can create an automation rule to send a payment link when the trigger activates and all the conditions meet.

![](/files/YNd2Zno8fVoXvfoo2QVM)

With the payment link, you can also add a custom message if needed. Explore the following settings to set up the payment link.&#x20;

{% content-ref url="/pages/H781wLqZW7tSzkUa4ByY" %}
[Payment Settings](/store-settings/whatsapp/payment-settings)
{% endcontent-ref %}

#### 5. Save Message Text to Contact Attribute

If you like to save a message using the automation workflow, you can do that. The Action/Workflow Step provides you with the option to save a particular message to the Contact Attribute.&#x20;

<figure><img src="/files/DzDFeKUrCw7KfVMuhcq7" alt=""><figcaption></figcaption></figure>

Select the **Save Message Text to Contact Attribute** in the Action Type.

<figure><img src="/files/pgYsMGpdVfTAap8a2DGJ" alt=""><figcaption></figcaption></figure>

Then, select a particular contact attribute in which you'd like to save the message. The automation workflow step provides you with the default attributes and custom ones you've created using the Custom Field.

{% content-ref url="/pages/MS3u8CYEBgwEOn2KQadt" %}
[Custom Fields](/settings/custom-fields)
{% endcontent-ref %}

#### 6. Auto Reply Template Message

If you've created a WhatsApp Template Message and want to send it automatically based on Trigger and its Condition, you can use the **Auto Reply Template Message** in the Workflow Step. This Automation only works for WhatsApp Official API Channels:

* [360dialog](/messaging-channels/whatsapp-integration/360dialog#set-up-message-template).
* [Emma](/messaging-channels/whatsapp-integration/emma#set-up-message-template)
* And [Cloud API](/messaging-channels/whatsapp-integration/cloud-api#set-up-message-template).

Click on the Add Workflow Step **→** then select **Auto Reply Template Message** in the Action Type.

<figure><img src="/files/C3RcEZDBslbAwT35uCsG" alt=""><figcaption></figcaption></figure>

After selecting the action type, select the template you've created before.&#x20;

<figure><img src="/files/NhQNX98C1hARbfddWW5b" alt=""><figcaption></figcaption></figure>

Then, preview your message template and click **Add**.

<figure><img src="/files/VdWIR5hTV5q78tyjUIt1" alt=""><figcaption></figcaption></figure>

{% content-ref url="/pages/YEy5TCNc3NUmJ5RKSMiJ" %}
[WhatsApp Message Templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates)
{% endcontent-ref %}

#### 7. Auto Reply Button/Options/Products

Likewise the Template Message, you can also auto reply the [Button/Options/Products Message](/messaging-channels/whatsapp-integration/cloud-api#buttons-options-product-messages) based on Trigger and its Condition.

<figure><img src="/files/3aZg7WtEy3MqNaCc5RFB" alt=""><figcaption></figcaption></figure>

In the Workflow Step / Actions section, select **Auto Reply Button/Options/Products** as the Action Type.&#x20;

<figure><img src="/files/q2GxLwr6HNBwGT29rOpg" alt=""><figcaption></figcaption></figure>

Then, select the interactive message you've created before. Make changes per requirement and then click **Add**.

#### 8. Create Ticket

Automate RUM Work to create a ticket when the trigger activates, and all the conditions meet.&#x20;

![](/files/r3YR74wku0qc3zqcQtdQ)

To successfully create an automation workflow step to create a ticket, first, you need to select a Ticketing Board, then choose a Ticket List.&#x20;

![](/files/H6CdXVd1J19oElpxex7k)

After that, assign priority to the Ticket, select or create new Tags to be assigned to the contact, and then select Team Members who would carry that particular ticket into notice.&#x20;

![](/files/kxSl5gsP7qAd9JDINwrQ)

Once you've added values to the above fields, simply define a ticket title using the contact attribute and then click **Add**.

#### 9. Mark Blacklisted

If you want to avoid false Leads, Contact creation, or Incoming or Outgoing messages, you can put that on the blocklist using this particular Automation Workflow Step.&#x20;

![](/files/GEEFBiSj2BxspjmHW8fl)

Simply select the step and click Add, and that's it.&#x20;

#### 10. Push To CRM

If you've integrated a 3rd party software or platform using the [Rest API](/rum-work-modules/integrations/rest-api) option in the [Integration](/rum-work-modules/integrations) module, you can run automation to send the info to the REST API-connected platform.

<figure><img src="/files/kk5nnYrkKSFZEkoTJl2A" alt=""><figcaption></figcaption></figure>

After selecting the Trigger, Channel and Condition(s), choose **Push to CRM** as the Action Type.

<figure><img src="/files/N7nFWkbj67Aqq6UFFqNe" alt=""><figcaption></figcaption></figure>

Then, in the REST API option, select the API you've integrated with the RUM Work platform.

{% content-ref url="/pages/2QG41WPW22FEoz0nHMpp" %}
[Integrations](/rum-work-modules/integrations)
{% endcontent-ref %}

#### 11. Call REST API

Likewise sending information to the Rest API using the Push To CRM action type, you can also call/add the API of a 3rd party software or platform when needed using the automation for the particular Trigger.

<figure><img src="/files/QxC0Tt6NDwyaOEPLK5P6" alt=""><figcaption></figcaption></figure>

Select **Call REST API** as the Action Type.

<figure><img src="/files/JvEMYbTGMAbNQQ5z6cn1" alt=""><figcaption></figcaption></figure>

Then, according to your requirements and the platform's compatibility, add the REST API details. For instance,

* Type for URL as POST, GET, PUT and DELETE.
* Input Header Key(s) and Value(s).
* Select Data Type as URL Encoded, JSON or FORM.
* Then, add the JSON Data using the parameter fields and once done, click **Add**.

#### 12. Add Tags

To automatically assign tags to the contact, you can utilise this particular Automation Workflow Step.

![](/files/vB3fwJwj0PcOltnczXaC)

Simply select the existing tags or define new ones and then click **Add**.

#### 13. Remove Tags

Create an automation step to remove tags from the contact.

![](/files/FO1QfXGM0OLDny3rtcxC)

Select the tag(s) you want to remove and click **Add**.

#### 14. Add To Drip Campaign

If you have created a Drip Campaign before under Campaigns, you can add the contact to it automatically using this Automation Workflow Step.

![](/files/LaWR9KUR9KXP9w0PhAmp)

Simply select the Drip Campaign from the list and click **Add**.

#### 15. Remove From Drip Campaign

![](/files/uKs9160rDRyFIEECdzbV)

If the contact is in a Drip Campaign, and if you want to remove it from that based on the Trigger Condition(s) fulfilment, you can use this particular Automation Workflow Step.

#### 16. Assign To Team Member

Whether you receive a new incoming message or send an outgoing, or perhaps a lead is generated. Therefore, based on the Trigger and its condition, if you want it to review or take into notice by a Team Member, you can use this Automation Workflow Step.

![](/files/eKt5mjuxp61k6kIjNspG)

There are two options it provides:

1. Assign to Specific Team Member
2. Assign One by One (Round Robin Method)

When you select *Assign to Specific Team Member*, you get the option to choose the team member.

![](/files/UL4fwQaqb5GPlPUy5NFz)

Otherwise, the Workflow step will assign it to the Team Members one by one who has permission to manage workflows.

<figure><img src="/files/gOrN1dLQGwiaXERoTNIy" alt=""><figcaption></figcaption></figure>

The Round Robin method will work per the configuration in the [Chat Settings](/settings/my-account/chat-settings).


# FAQ Bot

### Overview

An FAQ Bot allows you to automate customer conversations using pre-defined questions and answers. The FAQ Bot presents a set of questions to the client or prospect, and once they select a particular, the bot sends the associate response. This allows you to offer customer support 24x7, capture leads, raise tickets, share order details, etc.

![Accessing FAQ Bot](/files/S2cy8PjcISZjpEpMvAco)

To access FAQ Bot, go to **Settings** → then click on **FAQ Bot**.

### Create an FAQ

![](/files/nh9PUTHF4LiaBuT5mQv5)

To add an FAQ for your FAQ Bot, click on **Create FAQ** button.

![](/files/XwkDDoJJUkpH2I54yI2s)

This will bring the FAQs modal with fields to enter your Question and Answer. Simply input the question with an answer, and once added, click **Save**.

### Upload FAQs

![](/files/uStX25J0XMME74RsvqoY)

To upload FAQs for your FAQ Bot, click the **Import** button.

![](/files/sb90B9ZH4X8wuMSzGrFG)

Then, click **Upload** to locate the file on your system.&#x20;

{% hint style="info" %}
If you don't know how should the data be organised, you can download the sample file by clicking the **Download Sample File** link.
{% endhint %}

After locating the file, upload it. Once uploaded, click **Import**. And this will bring all your FAQs to the RUM Work FAQ Bot's page.

### Edit an FAQ

![](/files/S1oAY0CgpPtwiKO48RCD)

To edit an FAQ for the FAQ Bot, go to **Settings** → **FAQ Bot** → then click the Edit icon.

![](/files/9PoAHudakSYfXe319zRr)

This will bring the Update FAQs modal. Here, you can make the changes as required to the selected FAQ. Once edited, click **Update**.&#x20;

### Delete an FAQ

![](/files/5fKyKUlfzm2uxK839xSn)

On the FAQ Bot page, click the Trash icon to delete a particular FAQ.

![](/files/9dEmXf5TVmFYJGLRWgm5)

Then click **Confirm** to finalise deleting.


# Knowledge  Base

### Overview

Knowledge Base allows you to add solutions (with questions and answers) that enables users to solve issues they face while using your products, services or platforms. At RUM Work, you can manually add questions and answers one by one for Knowledge Base. Or, you can upload a CSV file.

![Accessing Knowledge Base](/files/S0E2Lpn4iAnmz0NfoMdE)

To access Knowledge Base, go to **Settings** → then click on **Knowledge Base**.

### Create Knowledge Base

![Create Knowledge Base Button](/files/6NMZfjkVa6gYcm4ucfpn)

To add a solution to your Knowledge Base, click on **Create Knowledge Base** button.

![](/files/90vyM18KDVgEMgTagHKq)

This will bring the Q\&A modal with fields to enter your Question and Answer. Simply input the question with an answer, and once added, click **Save**.

### Upload Solutions

![](/files/IVk6tG4IPFjoZdPNbmJl)

To upload Knowledge Base solutions, click the **Import** button at the Knowledge Base.

![](/files/S2e1fcM0BltLreJ6NSIA)

Then, click **Upload** to locate the file on your system.&#x20;

{% hint style="info" %}
If you don't know how should the data be organised, you can download the sample file by clicking the **Download Sample File** link.
{% endhint %}

After locating the file, upload it. Once uploaded, click **Import**. And this will bring all your solutions to the RUM Work Knowledge Base.

### Edit Knowledge Base

![](/files/t1RUhprm1zjZfYIHpKul)

To edit a solution of the Knowledge Base, go to **Settings** →**Knowledge Base** → then click the Edit icon.

![](/files/bkRC85JPxYEsgiLKbmGN)

This will bring the Update Q\&A modal. Here, you can make the changes as required to the selected solution. Once edited, click **Update**.&#x20;

### Delete a Solution

![](/files/7p1XXVc7VZ4b9YaNmNt9)

At Knowledge Base, click the Trash icon to delete a particular solution.

![](/files/EAMr3fbTjZnQVThSCdoR)

Then click **Confirm** to finalise deleting.


# Custom Fields

### Overview

Custom Fields are used to save or obtain additional information about your customers using different Field Types. You can access that information using the Contacts module or while interacting with them using Chat.

To open the Custom Fields option window, go to Contacts → Custom Fields from your Dashboard.

![Accessing Custom Fields from Contacts](/files/vg4lG0nKkJYxOxBBW8tW)

Or you can select Settings, then choose the Custom Fields tab.

![Accessing Custom Fields from Settings](/files/KXmf79whumBT2JfbIaJP)

In both cases, you'll be able to access the Custom Fields options.

### Create a Custom Field

To create a Custom Field, you need to click the Create Custom Field button.&#x20;

![](/files/k3Q0HSVF5caHNpLjYSYt)

This will bring the Create Custom Field modal, where you get the following options:

![](/files/lWatFiaeqye7FDG4rUrl)

* **Field Name** - Define the name of your custom field.
* **Field Type** - Select a custom field type from 6 different types that are,
  * Text(Single Line)
  * Text(Multi Line)
  * Email
  * Number
  * Date
  * Date Time
* **Priority** - To assign importance level to regard the field as more important than other custom fields. Numeric 1 is regarded as the top priority.
* **Search Allowed** - To search contacts based on Custom Field.
* **Show On Contacts Grid** - To showcase custom field details in the contacts module.

![](/files/kutxt5fcHjXxzFC2XbTs)

* **Is Required** - When creating the contact, adding value(s) to this field is necessary.&#x20;

Now, to create the custom field, first, input the Field Name, then select a Field Type.&#x20;

![](/files/C6Kv1TJpksDpOy9UItco)

After selecting the field type, define Priority and check the tick box next to Search Allowed, Show On Contacts Grid, and Is Required if you want to apply those conditions on the field.&#x20;

![](/files/CS8rvgjtcDavW7fVJGCO)

Once utilised all the options, click **Save** to create the Custom Field.&#x20;

### Edit a Custom Field

You'll find created custom fields in the Custom Fields window, Contacts → Custom Fields, like the following.

![](/files/1U86L9Bo3tNAqlYY9VQK)

To edit a custom field, click on the Pen/Edit Icon. &#x20;

![](/files/OYUtjqPqSgnMpe17Mq1Q)

Simply make the changes, and once edited, click **Update**.

### Delete a Custom Field

![](/files/Gn17DTlrFFXckSjHkFaE)

Locate your custom field by going to the Contacts → Custom Fields.

![](/files/Ep1yohj0ap0gMQqjsh2s)

Then, click on the Trash icon and further click **Confirm**.

### Use&#x20;

To utilise a particular Custom Field, you can access the Contacts module and, from there, edit the contact. Then, scroll down to find the custom field(s).

![](/files/TeQ4b9SGNsU1ah9o4JRT)

Once added or edited the information, you can click **Save**.

#### Access Custom Fields Using Chat

Another method to access custom fields is when you're chatting with the contact.

![](/files/fR97ZOyDz4SBv3IapUSB)

Click on the contact's name, then click the Edit icon. This will open the Edit Contact modal. Scroll down to find the custom fields to add the information or edit it&#x20;


# Dashboard

Glance at conversations and tickets; access different modules, and much more.

Using the dashboard, you can quickly view the status of conversations: Total messages exchanged - received, and sent based on different channels and team members during a particular time.

<figure><img src="/files/dnsJ4Np6K68PAIJP23bF" alt=""><figcaption></figcaption></figure>

Plus, see how many contacts were added. Use filters to pinpoint the data.

<figure><img src="/files/5RvgaCWuiBcnnZedq6bJ" alt=""><figcaption></figcaption></figure>

* **Channels** - Select the channel(s) you want to see the conversation overview for.
* **Team Members** - See status based on a team member(s).
* **Date Range** - Overview of Today, Yesterday, This Week, This Month, and Custom.

<figure><img src="/files/ird1l6Qtiu5Xk9URqlY9" alt=""><figcaption></figcaption></figure>

It also enables you to view an overview of Tickets. Click **Tickets** to switch the info. Here, you can view Total Tickets, Due Tickets, Open Tickets, and Closed Tickets.

Further, it guides whether the tickets created were leads or opened by the team. You can use the filters to pinpoint tickets info based on different rules,

<figure><img src="/files/0oxx5DIK3sVf8KcsM6ju" alt=""><figcaption></figcaption></figure>

* **Board** - See an overview of a particular Ticketing Board.
* **Team Members** - Tickets that include a particular team member(s).
* **Date Range** - Tickets created Today, Yesterday, This Week, This Month, and Custom.
* **Created By** - Tickets created by a particular team member(s).

### Access Modules

<figure><img src="/files/dwBQiu7d2vX0w4oclwFF" alt=""><figcaption></figcaption></figure>

Head over to the left sidebar to access different modules of RUM Work.

<figure><img src="/files/JMByue5i8xT9GmEW3AeN" alt=""><figcaption></figcaption></figure>

You can also pin the sidebar by clicking the button in the top right corner of the sidebar.

### Enable RUM Work Desktop Notification

<figure><img src="/files/EL13Y5JODgAkjh0uCT1e" alt=""><figcaption></figcaption></figure>

RUM Work facilitates desktop notifications that you can enable by clicking the Bell Icon button in the lower left corner of the platform.

### More Options

In addition, you've got more options to apply general changes to the platform, which are accessible all the time regardless of the module you're using. You can find them in the top bar.

<figure><img src="/files/n3IuesmbjELMXcqJv7Dd" alt=""><figcaption></figcaption></figure>

* To change the language. <img src="/files/I8peAuPbqAyrXdXIi6im" alt="" data-size="line">
* Toggle RUM Work to Fullscreen view.<img src="/files/nIcN4PYxo5pxvlq2BCMh" alt="" data-size="line">&#x20;
* To view Knowledge base Q\&A.<img src="/files/CODjOsDVGPgn9B3lLUgZ" alt="" data-size="line">&#x20;
* To access the Settings tab.<img src="/files/tWp0xal0oNHAY5fqjJR4" alt="" data-size="line">&#x20;
* To view notifications.<img src="/files/SbZBsNF7z3zPs8jytQN5" alt="" data-size="line">&#x20;

### Switch Between User Accounts

<figure><img src="/files/luW3OZD6VpUtIfcyjozt" alt=""><figcaption></figcaption></figure>

Click on the Account Name next to the sidebar and select your account.

<figure><img src="/files/CBginSfcX6eiGQbzXHuY" alt=""><figcaption><p>        </p></figcaption></figure>

You can also switch accounts by clicking Profile Name in the top right corner and then selecting the account.

### Change Profile Image and Password

<figure><img src="/files/6kUNgQkXoJG9RGOcw7Qn" alt=""><figcaption></figcaption></figure>

Click on the Profile Name with Image → select **My Profile**.

<figure><img src="/files/8MLcNtZrrKD5tjDFFuLw" alt=""><figcaption></figcaption></figure>

Here, you get the options to,

* Change the Profile Image.
* Change the Password.

Plus, you can view General Information.

### Log Out

<figure><img src="/files/srfgiAlDmCZxRI4BA3tj" alt=""><figcaption></figcaption></figure>

Click on the Profile Name with name → **Logout**.


# Chat

Stay updated with user queries and respond to them promptly.

### Overview

The Chat module at RUM Work allows viewing user/customer messages sent or received on different chat platforms. Plus, it enables you to communicate with your customers on different channels and provide top-notch customer service without opening too many platforms or inboxes.

Through Chat, you can respond to queries coming from [WhatsApp](/messaging-channels/whatsapp-integration), [Facebook](/messaging-channels/facebook-integration), [Instagram](/messaging-channels/instagram-integration), [Telegram](/messaging-channels/telegram-integration), and [WeChat](/messaging-channels/wechat-integration).

Although upon login to RUM Work, by default, you'll be on the Chat module interface. But still, to access the Chat module, click the Chat option in the sidebar.

![Accessing Chat Module](/files/26U4VE8KFDP61Dx3Sg7w)

The Chat module has different sections that allow you to efficiently manage and perform several actions on conversations.

![RUM Work Chat Window](/files/I8yqzIYp9gDrx60G6wHo)

### Search Options

![Chat Search Options](/files/TRVhNGi0ltd0XhL5vpbA)

Using this particular option in the Chat module, you can search, filter, and sort conversations.

{% content-ref url="/pages/Dh3dD0kJuwtEIcnmZMla" %}
[Search Conversation](/rum-work-modules/chat/search-conversation)
{% endcontent-ref %}

### Channel Selector

![Chat Channel Selector](/files/BqFnG9j7B5eG4ybwzA0O)

Switch between RUM Work channels to view conversations and communicate with users messaging from different chat platforms.

### Conversation Tray

![](/files/68jciqpmA76A4Nko073u)

Select conversations to communicate with users.

{% content-ref url="/pages/5OLIdJLoaJVVzXlxbPfO" %}
[Select and Download Conversations](/rum-work-modules/chat/select-and-download-conversations)
{% endcontent-ref %}

### Contact Info

![Contact Info In Chat](/files/tQJnOLUjfLl7zW998EUq)

Edit contact information; create ticket and more.

{% content-ref url="/pages/Vmd8tC1vgnhQssisM4kB" %}
[Contact Info](/rum-work-modules/chat/contact-info)
{% endcontent-ref %}

### Chat Area

![RUM Work Chat Area](/files/4FAF88CxH7zj2c1uJuy3)

Simply communicate with users using different message types and more.

{% content-ref url="/pages/PF4UsEx3uzNlcvuJh8mR" %}
[Send Message](/rum-work-modules/chat/send-message)
{% endcontent-ref %}

### Chat More Options

![](/files/e9ni6oicX4zBTmhWXBHM)

Change conversation Open status, read status, assign bot, pin chat, and more.

{% content-ref url="/pages/Not8dBMgBrtlXHBKv9u9" %}
[Chat More Options](/rum-work-modules/chat/chat-more-options)
{% endcontent-ref %}

### What's Next?

To improve your Chat, let's learn how you can integrate a bot into it.

{% content-ref url="/pages/CrwSNt3g66nlsDoHQ4An" %}
[Google Dialogflow](/rum-work-modules/integrations/google-dialogflow)
{% endcontent-ref %}


# Search Conversation

Find and communicate with contacts from where you left.

To search a conversation in chat, simply type your contact's phone number, name or message in the search field.&#x20;

![](/files/slHZYzsUpjhIx1IijGam)

As you'll do that, it will bring the conversation matching the search query. You can also look for a particular message by switching to the Messages tab.

![](/files/Cactjlj6jsJCwCOtFbKw)

Furthermore, you can also sort conversations in the Latest or Oldest order.&#x20;

![](/files/uC921PaUc4j6jrnMyTdV)

Simply click the<img src="/files/L0k84E1X8nI3pR41HbPm" alt="" data-size="line">Sorting button and then select either: **Latest First** or **Oldest First**.

### Chat Search Filters

If you want to narrow down the search, you can use the filter options. Simply click the<img src="/files/7cOJmRd8DxRjtcY9eJQR" alt="" data-size="line"> filter button to access filter options.

![](/files/XRTKc1c0878wYKjuTZZJ)

Then apply filters rules and once done, click **Apply**.&#x20;


# Select and Download Conversations

In the Conversation Tray, you can filter chats by their status and group. In addition, you can add contacts as well as download all the chats you had with your customers.&#x20;

![](/files/eRJ73FZ1f8asIYGHOcOg)

The filter options are,

* All Contacts<img src="/files/4O73zdQkm4ckUVC1WtcM" alt="" data-size="line">: By default you see conversation of all the contacts.&#x20;
* Starred Contact<img src="/files/svJUk7zYwL3IjvBstLmp" alt="" data-size="line">: View conversation of the contacts that you've pinned.&#x20;
* Unread Contacts<img src="/files/5liUTNTEeByN1iyVUyGU" alt="" data-size="line">: View chats that you haven't read.&#x20;

If you want to add a contact using chat, you can click the add contact button<img src="/files/6Wc5vCLfrrR2HMA27CWJ" alt="" data-size="line">

And if you want to download the conversations, simply click the download button<img src="/files/jdmB7M7BjDEvLyeSufgW" alt="" data-size="line">


# Send Message

Using the Chat Area of Chat module, you can communicate with your customers. Send simple and interactive messages such as Quick Reply, Audio Message, Template Message and more. Using this guide, you'll learn how you can use Chat Area's options effectively.&#x20;

![](/files/4FAF88CxH7zj2c1uJuy3)

To send a message, simply type your text in the message area and then click the send button<img src="/files/lDJ6ytO5ltDmvSYt8U47" alt="" data-size="line">to send it.

![](/files/6aIlf6oIAf9OeiHudi4q)

To utilize other options, check out the following sections.&#x20;

### Audio Message

To send an audio message using RUM Work Chat, click the plus button icon<img src="/files/ruL7WqspeBHs4BK2DV0n" alt="" data-size="line">, then from the menu that pops up, choose **Record Voice**.

![](/files/o9sODzTOXeioVEkDHRTL)

Then click on the microphone button<img src="/files/SSEBdXghN4O4KVl5Dp8A" alt="" data-size="line">to record your voice. Once the voice is recorded, click the<img src="/files/Yh99s0F97beQ9Gwbnbnh" alt="" data-size="line">stop button, and click **Upload**.&#x20;

Once it's uploaded, click the send button<img src="/files/lDJ6ytO5ltDmvSYt8U47" alt="" data-size="line">

### Quick Reply

To send a quick replay, which you've created using the [Quick Reply](/settings/quick-reply) tab in Settings, click the plus button icon<img src="/files/ruL7WqspeBHs4BK2DV0n" alt="" data-size="line">, then select **Quick Reply**.

![](/files/1pFUcz0VuMA0mXdInbmN)

A popup will appear with all the quick replies. Select the one you want to send, and then click the send button<img src="/files/lDJ6ytO5ltDmvSYt8U47" alt="" data-size="line">&#x20;

![](/files/d6SBWkhRXmwBOCM62aNo)

Or, you can type / to view quick replies, then select a one and click the send button to deliver it. With this, you won't be able to send file attached to the quick reply.

{% content-ref url="/pages/LDUjRv5lxVDOoGuzl01l" %}
[Quick Reply](/settings/quick-reply)
{% endcontent-ref %}

&#x20;

### **Send Template Message**

If you've created template message and want to send it, you can use the Chat Area of the Chat module.

{% hint style="info" %}
Sending a template message is only accessible to supported Channels. Learn more about message templates at [WhatsApp Message Templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates).
{% endhint %}

To send a template message, click the plus button icon<img src="/files/ruL7WqspeBHs4BK2DV0n" alt="" data-size="line">, then select **Send Template Message**.&#x20;

![](/files/7Ramj4QZ5tqK9fZPNe32)

Then, from the Select Template popup, select the template you want to send. And once selected, click **Send**.&#x20;

{% content-ref url="/pages/YEy5TCNc3NUmJ5RKSMiJ" %}
[WhatsApp Message Templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates)
{% endcontent-ref %}

### Send Payment Link

To process orders, you can send a payment link to your customers using chat, and to do that, click the plus button icon<img src="/files/ruL7WqspeBHs4BK2DV0n" alt="" data-size="line">, then select **Send Payment Link**.

<figure><img src="/files/VGNw3QMoJSt18Ls356Me" alt=""><figcaption></figcaption></figure>

Then, in the Generate Payment Link popup, select the items and then click **Generate Payment Link**.&#x20;

<figure><img src="/files/eeOnZjkYTv20ukg9k1uO" alt=""><figcaption></figcaption></figure>

{% content-ref url="/pages/F4nVgZKUewYvFbkw2wx4" %}
[Store Settings](/store-settings/whatsapp)
{% endcontent-ref %}

### Send Buttons/Options/Product Messages

If you've created interactive messages before using the supported channels, you can send them using the Chat area of the Chat module.

{% hint style="info" %}
Buttons/Options/Product Messages can only be sent using the [360dialog](/messaging-channels/whatsapp-integration/360dialog#channel-configuration), [Emma](/messaging-channels/whatsapp-integration/emma#channel-configuration) and [Cloud API](/messaging-channels/whatsapp-integration/cloud-api#channel-configuration) channels.&#x20;
{% endhint %}

To send Buttons/Options/Product Messages, click the plus button icon<img src="/files/ruL7WqspeBHs4BK2DV0n" alt="" data-size="line">, then select **Send Buttons/Options/Product Messages**.&#x20;

![](/files/i1HDPelMaeeuY0jm0S78)

Then from the Send Interactive Message popup, select your message and click **Send**.&#x20;

### Attach File

Using RUM Work Chat, you can also send files to your customers. Click the attachment button icon<img src="/files/ek9VOPnrngXBCiSvjBMY" alt="" data-size="line">, click **Select a file from your device**, if you want to upload a new file.&#x20;

![](/files/cWs6cxNhfqzOTJMDBrvT)

If you've already uploaded the file, click on the **File Manager** tab, then select the file and click **Upload**.&#x20;

Once the file is added to the chat, click the send button<img src="/files/lDJ6ytO5ltDmvSYt8U47" alt="" data-size="line">

{% content-ref url="/pages/3CNNrf1To6AqgZVKP9ZR" %}
[File Manager](/rum-work-modules/file-manager)
{% endcontent-ref %}

### Emoji Use

![](/files/x8s3MCa92kQvv9psUUuE)

Through RUM Work Chat, you can also use Emoticons in your messages. Simply click the emoji button icon<img src="/files/9twAlC7mifaIKqbL27oD" alt="" data-size="line">, then select your emoji and send it.&#x20;

### Send Message With Enter Key

For ease of use, you can set RUM Work Chat to send messages by tapping the Enter key in the keyword.

![](/files/FDlE76a2I0vnSBfSaKhj)

To do that, tick the **Press enter to send** checkbox. Likewise, you can limit the chat to not send messages when you press the enter key by unchecking the same checkbox.


# Contact Info

The Contact Info section of the Chat module lets you save contact's basic details; create a ticket and edit the contact.&#x20;

![](/files/OUJO387VwSKCJHxlWiPb)

To access the Contact Info, click on the Contact's name.&#x20;

### Save Basic Details

The Basic Details tab of the Contact Info, allows you to set contact's Full Name, Tags, and Remarks.

![](/files/FB1CWRBb7ZLrH8zUsC5w)

After adding the details, click the **Save** button to apply changes.

### Create Ticket

If you want to create a Ticket using chat, click on the **Ticket** tab in the Contact Info.&#x20;

![](/files/UxG7DsKe0B9JQiMyTjDd)

You'd see previously created tickets, if any. To create a new one, click **Create New Ticket**.&#x20;

![](/files/vPK2ZjjgjiP7oApHXOKZ)

A popup will come to create the ticket. Enter the details as needed and once done, click **Create**.&#x20;

{% content-ref url="/pages/FcOxO0pcSCGCskRw5X79" %}
[Tickets](/rum-work-modules/tickets)
{% endcontent-ref %}

### Edit Contact

![](/files/6REyHddUmQmMQZXkPH6Z)

To edit a contact using chat, click the Edit button icon<img src="/files/gPyWfFiyaKYWqEuCe4jZ" alt="" data-size="line"> in the contact info.

![](/files/VOGphLl9lrysPPa6Rm59)

The Edit Contact popup will appear. Here, you can edit the contact details such as Phone Number, Tags, Full Name, Email, Time zone, Custom Fields and more.&#x20;

Once edit the contact, click **Save**.


# Chat More Options

More options of the chat module lets you perform advanced actions to the chat. For instance, you can change Conversation Status; Message Read Status; assign Bot and more.&#x20;

![](/files/2FVhAep8Vm6d9u7TBfwq)

You can access more options in the top right corner of the module.&#x20;

### Conversation Status

{% hint style="warning" %}
Only for Facebook and WhatsApp Official API Channels.
{% endhint %}

Through Conversation Status, you can set the chat to Open, Resolved, Closed, and Waiting For Customer or Agent Response.&#x20;

![](/files/Thrn5YIalH3iPKHVR7SO)

To access the options, click on the Conversation Status Icon button.

![](/files/0AH8SqTK4oEXiOYifZxZ)

Then, in the Conversation Status Popup, first, select Status, then add a comment, and click **Save** to apply changes.

### Enable/Disable Bot

{% hint style="warning" %}
Only for WhatsApp Official API Channels
{% endhint %}

![](/files/qhS5WwrbwpDnzYS3gxNx)

Click on the <img src="/files/CNcJGamdb1AkUHBhiaM6" alt="" data-size="line">Bot Icon button to enable the bot.&#x20;

![](/files/DP7TFUpfEV6JHgh17CyD)

Then click the **Confirm** button.&#x20;

{% hint style="info" %}
Similarly, you can disable the bot by clicking the <img src="/files/gmwlzszXPYw0J0oFRJD4" alt="" data-size="line">Bot Icon button again.
{% endhint %}

### Read Status

Go to the<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">Menu option, then select either,

* **Mark as Unread**.
* Or **Mark as Read**.

![](/files/XRf3QWoUf0lG9yGdOhyp)

### Assign to Agent

To assign the chat to yourself, click the![](/files/COqRc3XzdD2bpCfZUJB7)Menu option, then select **Assign to Me**.

![](/files/z5ljl6GPscPFQaYttIcr)

And you'd see your name next to the status. If you want to assign it to a team member, click on the name and then select a team member.&#x20;

![](/files/f8Q1l32jTVKte84xHep1)

Or, click on the Menu option, and select **Assign Contact**.&#x20;

![](/files/9C8sVcMlEmbIWyYADQZW)

Then, select a Team Member and click **Assign**.

### Pin Contact

To make the contact a Starred Contact, go to the![](/files/COqRc3XzdD2bpCfZUJB7)Menu option, and click **Pin Contact**.&#x20;

![](/files/tH7puGJHcIXtRWaVXBLG)

Likewise, you can unpin the contact.

### Add to Drip Campaign

Click the<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">Menu Option button in the top right corner.

![](/files/aIMMQWDowy7Tkl2pVTbc)

Then select **Add to Drip Campaign** from the available options.&#x20;

![](/files/IedHPOTXkE20XEfkMmae)

A modal will appear, in that select the campaign to which you want to assign that particular contact.&#x20;

![](/files/3tqwScyNyJYGCgJOLbTy)

Once selected, click **Add**.&#x20;

### Sync Messages

{% hint style="warning" %}
Only for Maytapi Unofficial WhatsApp API.
{% endhint %}

To synchronise messages of your WhatsApp to Maytapi Unofficial WhatsApp API, go to the ![](/files/COqRc3XzdD2bpCfZUJB7)Menu option, and click **Sync Messages**.

![](/files/6hU5dO8ZUHqykbLx3GBc)

Then, click **Yes** to confirm.

### Create Follow Up

![](/files/m2Q8O7mdWJ27E8xtxoFq)

Using Chat, you can create follow-ups for the particular contact. To do that, go to the![](/files/COqRc3XzdD2bpCfZUJB7)Menu option, then click **Create Follow Up**.

![](/files/Kj1kADcdfo7OPdAmFJSm)

A New Event modal will open, here, set event Title, Occurrence (All Day or not), Start and End Date and Time, Description, and Team Member.

![](/files/SYm6GBSj2840pJQSGh1Q)

Once defined all the values, click **Add**. You can view the created follow-up in the [Follow Up](/rum-work-modules/follow-ups) module.

{% content-ref url="/pages/AcdHHRDe9O19CnOak63p" %}
[Follow Ups](/rum-work-modules/follow-ups)
{% endcontent-ref %}

### Reply to/Forward a Message

{% hint style="warning" %}
Only for Maytapi WhatsApp Unofficial API
{% endhint %}

You can also forward and reply to a message while conversing with your contact in RUM Work Chat.

![](/files/xyL7kiFt7rL1CRoNY4C5)

Go to the message and click on the **˅** Option Icon button.

![](/files/MbqNIAjOUR2dhjylnOK7)

Then, either select: **Reply** or **Foward**.

![](/files/7WouId1oJIGGbFJ4HvQK)

When you select Forward, select the contacts, then hit the ![](/files/lDJ6ytO5ltDmvSYt8U47)Send Icon button


# Contacts

Manage your contacts effectively

Using the Contact module of RUM Work, you can add, edit, remove, shortlist, blacklist, and perform more actions to your contacts to manage them effectively and per requirements. The module provides you with a lot of options that make it easier to use contacts for different reasons.&#x20;

![](/files/b696TM89BwktyaVq6zr9)

To access the Contacts from your Dashboard, go to the left sidebar → **Contacts** → **Contacts**. &#x20;

### Add New Contact

To add a new contact, click **New Contact**.

![](/files/CmUbrbSxWQWsjaA3XAYP)

Then, in the New Contact pop-up, enter the details as needed. And once done, click **Add** to save the contact.

### Import Contacts

To add contacts by uploading a file, click **Import Contact.**

![](/files/4nhgz0ZExTJDae1omS9o)

A modal will appear with the options to choose the Country Code, Add Tags, and Select the file. If the file already has a country code for the contacts, you can tick the **Phone Number have country code** checkbox.

![](/files/spg8DZclPylzDTmdUUoB)

Otherwise, first, select the country code, then add tags (if required), and add the contacts' file from your local system.&#x20;

![](/files/cSu3EUXMUFiGCDVbHZu5)

As you do that, you'll see your contact numbers and other details in the modal. Once you're satisfied, click **Next**.&#x20;

![](/files/hyKMtiVmZwG8RwOgolKQ)

On the next screen, ensure that all the information is assigned to the right column. If everything is correct, click **Next**.

![](/files/gxbHl10B2kZnAG965Jrr)

It'll take a few moments to upload the contacts, and once the process is completed, you can click **Finish**.

#### Upload Blacklisted Contacts

Click **Import Blacklist**.

![](/files/Z4Y9Dexe2X9KJbdcDKmX)

Then, tick the **Phone Number have country code** checkbox; if the file already has a country code for the contacts.

![](/files/7QEDIuzvUoq22WZEPMXv)

Otherwise, first, select the country code and then select the contacts' file from your local system.

![](/files/1BbWbc4wUO07kS0AxgcU)

Click **Next**.

![](/files/e02O73sAgzGp6g0wTHEZ)

On the next screen, ensure that all the information is assigned to the right column. If everything is correct, click Next.

![](/files/B232SHDb7GyB4TObuECF)

Then, click Finish to complete the import.

![](/files/dJguj0io9WTlNCSwaZND)

### Basic Filters

The Basic Filter options let you quickly sort contacts.

![](/files/fr1QfQtQDFiD7aWFnqlB)

By default, you see All Contacts; however, using the available options, you can filter contacts and,&#x20;

* View contacts that are Pinned, using the **Starred contacts** optio&#x6E;**.**
* View Contacts that are Blocked, using the **Blacklisted** option.&#x20;
* **Not WhatsApp** - View contacts that aren't in WhatsApp Channels.
* **Created Today** - View Contact(s) that's created on the current date.&#x20;
* **Tags** - Filter contacts based on Tags.
* **Channels** - Filter contacts based on Channels.&#x20;

### Advanced Filters

![](/files/M2whNazHFY4Ty9Iuzr4g)

Click the **Filter** button to access the filter options.&#x20;

![](/files/Xyea2R4cxUGRRNcJagu8)

The filter options available are,

* **Columns**
* **Operator**
* **Value**

First, you need to select the column on the basis you want to filter the contacts. There are 10 options from which you can select the column.

![](https://1685557723-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2F2OFFl8A9JvpVmb9wMmKM%2FFilter%20Column%20Options.png?alt=media\&token=53eaabb1-cd81-4fe2-bc37-dd6e5bff9079)

After selecting the column, select the Operator that will verify the Value in the column. There are 9 operator types from which you can select one.

![](https://1685557723-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FaqWPJQShFsOaqUU4Yaoo%2FFitler%20Operator%20Types.png?alt=media\&token=6d9bb59d-c2ab-47aa-a2b8-75ea5f672226)

* IS - The Column and Value should exactly match to apply the filter.
* STARTSWITH - The value in the Column should start with the value in the Value field to run the filter.
* CONTAINS - If the value in the Column includes the value in the Value field, the filter will run.
* IS NOT - To apply the filter, the Column field should not match with the Value field.
* DOES NOT CONTAIN - To apply the filter, the Column field doesn't include the instances of the Value field.
* IN - The Contact(s) **In** the particular Tag(s).
* NOT IN - The Contact(s) **Not In** a particular Tag(s)&#x20;
* MATCHES - The Channel Name Should Match the Value.
* BETWEEN - The Contact(s) Created or Updated **Between** the Date Range.

Once selected the operator, enter the value or select the option available in the Value field. The value field based on Column provides you with different options that are,

* Tag list for the Tag column.
* User / Group for the Contact Type column.
* Channel names for the Channel Name column.
* Date Range (Today, Yesterday, This Week, This Month, and Custom) for Created At and Updated At column.

![](/files/c6u5rX6sgWpdGyMphwvx)

After adding the values in the fields, click **Submit**. And this will show the filtered contacts.

![](/files/QfyyCkG11OZ3pLJqgocP)

If you want to add more filter groups, you can click the Plus button icon<img src="/files/cBsk8Wlq27dl2BoPg2mb" alt="" data-size="line">next to the delete button.&#x20;

![](/files/lMmDwjwxmfGJaXZ7HzJ4)

Or, if you want to add another filter in the same group, click the Plus button![](/files/FyMdBbety4yMN9WG1z0a)inside the filter group.

![](/files/5DH6JYh3H0ib8Vx6eG2z)

To delete a Filter Group, you can click the Delete button<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">associated with that group.

![](/files/ERYwhkHoGfovmhqoM8BK)

And to delete a filter, you can simply click the Cross button<img src="/files/iKtadSyTB9kc0JrcHY1G" alt="" data-size="line">associated with the particular filter rule.

![](/files/3QqN3SySN3u1ShG1LTve)

And to reset all the filters, simply click **Reset**.

### Download Contacts

![](/files/Mq6ZIzY30lZaf4Icv3Kv)

To download contacts, click the **Download** button.&#x20;

### Hide/Show Columns

![](/files/WtlEct2x6PiShgyX4VN6)

Click the Menu button<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">then check/uncheck which column you want to view and which doesn't.

### Edit a Contact

![](/files/KDpg0yI4YuWr3CXZVWvo)

Click the Edit Button Icon<img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line">&#x20;

![](/files/GwI8y76Lew7wpM1DrJMh)

Make changes to the details, and once done, click **Save**.

### Bulk Update

First, select the contacts to which you want to make changes.

![](/files/TASugEtU4Kl1GM8UTQX1)

Then click the More Options button![](/files/mmxbD1DkkHFRMWE9rJyC)next to Bulk Select, and then select **Bulk Update**.

![](/files/LukawYUyeXotjXRDWAEc)

A popup will come with the options to

* Add Tags
* Remove Tags
* Remarks

Select one from the above and make changes as required.

### Add to Drip Campaign

![](/files/Zox13IndA0qJpT5YnpSh)

Select the contacts you want to add to the Drip Campaign. Once selected, click the![](/files/mmxbD1DkkHFRMWE9rJyC)Menu button next to bulk select, and then click **Add to Drip Campaign**.

![](/files/POrLzU42oTXKszwitwwL)

Select the campaign to which you want to add the contacts, and then click **Save**.&#x20;

![](/files/HFsbXWkN9rSlVUyhfhjJ)

That's it; you've added the contacts to a Drip Campaign.&#x20;

### Remove a Contact

Click the Trash Button icon<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">associated with contact to delete it.

![](/files/PMKRS4CgXyOotdXPUGCB)

Then, click the **Confirm** button to finalise deleting.

### Bulk Remove

First, select the contacts you want to delete. Then click on the More options button![](/files/mmxbD1DkkHFRMWE9rJyC)and then click **Remove**.

![](/files/UcdSGlHtN5PzlTneVQMO)

In the Bulk Delete popup, click the **Confirm** button.

### Block/Unlock a Contact(s)

![](/files/Ismhe3KqYx3ljAtoDc8c)

To Block or Unblock a contact(s), first, select the contacts, then click the![](/files/mmxbD1DkkHFRMWE9rJyC)More Options button.

![](/files/zbubqJzlDIogrKrywKkn)

From the available options, either select

* **Block**
* Or **Unblock**.

![](/files/Bh53oHIrJSOJ4mPPLBeB)

Then click the **Confirm** button to finish the action.

### Add to List

![](/files/52XEsAQHFMOOHFYvYWBX)

To add contacts to a contacts group, first, select the contacts. Then, click the![](/files/mmxbD1DkkHFRMWE9rJyC)More Options button, and then click **Add to List**.

![](/files/zy8o5kSBsmWAaJYIYPcK)

From the available lists, select the ones to which you want to add the contacts, and then click the submit button.

{% content-ref url="/pages/mkQf8K5GB9xHlItSLHyG" %}
[Contact List](/rum-work-modules/contacts/contact-list)
{% endcontent-ref %}

### Chat From Contacts

![](/files/2Tr5RL6jJV9HYSK9M8cU)

To access Chat directly from the Contacts module, click the<img src="/files/moJ0gqH5PZbGoJhPwunz" alt="" data-size="line">Chat Icon Button. It will open the chat with the associate contact.


# Contact List

Create groups of contacts.

![](/files/ays5OZKb8TI3eUMz7k7n)

To create a group(s) of contacts/contact list, first, go to the **Contacts** → then select **Contact List**.

![](/files/DnfaSgRkrRtwrdA3xU3l)

From there, click **Create List**.

![](/files/5JyHiagLsIOy05oJVBwH)

Enter List and click **Save**. Then through the [Contacts](/rum-work-modules/contacts#add-to-list) module, add contacts to the list.

![](/files/n58xC1akFftiqLcUvcoT)

Use additional options such as,&#x20;

* <img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line"> : to edit the list.
* <img src="/files/jdmB7M7BjDEvLyeSufgW" alt="" data-size="line">: to export contacts added using the Contacts module.&#x20;
* <img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">: delete the list.


# Follow Ups

Find out more about user's decision for something based on the previous conversation.

Using the Follow Ups module, you can remind yourself or one of your teammates about the last conversation you had with the client/customer/user, and based on that, go for a follow-up.&#x20;

![](/files/YZFw4oFoLBILIy0t5ePw)

From your Dashboard, go to the left sidebar, and select **Follow Ups**.&#x20;

![](/files/gs0rLmfjZdwiz91ZTtKZ)

As you access the Follow Ups, you'd see a calendar where all the follows will be listed. From the calendar view, you get the option to change months, calendar view; and create a follow up.&#x20;

![](/files/lbC3ZqHLit6g3H3j4GEM)

To change months, click the slider arrows next to the month's name.&#x20;

![](/files/c6zhVeeSyf3SVXVDVAHd)

To change the calendar view, use the options in the top right corner.

* <img src="/files/vv3mvuFoNhdRjQ3tLY64" alt="" data-size="line"> = Back to the current date.
* <img src="/files/NSKFxMdh7YwJ17KmI8an" alt="" data-size="line"> = Month view.
* <img src="/files/QdMaxSpWHHZVlPhn9L9n" alt="" data-size="line"> = Week view.
* <img src="/files/FxbpR1tqMODIbCzl7RzB" alt="" data-size="line"> = Day view.

![](/files/FMcvmGhGxk0JIvUilA5l)

To create a new follow up, click the <img src="/files/izED1ZUIPUOMj8ws90ku" alt="" data-size="line"> Plus Icon button.&#x20;

![](/files/6dxBshG0Tiq2fREVzOzK)

This will open the New Follow Up modal, where add the details as required, and once done, click **Add**.&#x20;

![](/files/q1c1MpxOaxkX2OVQa65i)

You'll find the created follow up in the calendar like the above.&#x20;

{% hint style="info" %}
You can also create a follow up using the [Chat module](/rum-work-modules/chat/chat-more-options#create-follow-up).&#x20;
{% endhint %}

### Edit or Delete a Follow Up

If you want to make changes to a follow up, simply click it in the calendar, then apply changes and click **Save**.&#x20;

![](/files/PJ2pVZ97D5zp9IsX8c1m)

The delete option is also found next to the Save button. To remove a follow up, tap the Trash Icon button and then **Confirm.**

![](/files/6ZHk9DeLvcXBwPweasKi)


# Tickets

Turn customer issues into tickets to resolve them on time.

Using the Tickets module, you can build Ticketing Boards and add tickets to them with priority. Plus, assign team members to resolve the issue promptly.

![](/files/k7jrou7T2RTSvD9UAn1j)

Click **Tickets** in the sidebar to access Ticketing Boards. If you've already a Ticketing Boards, you'll find them like the above.

### Create a Ticket Board

Click **Add new board**.

![](/files/Lb3Wd6JjnxF2lO0KTXCl)

This will create an untitled ticket board with the following options,

![](/files/pCHHvetV5rmrxyc0tVAc)

* **Untitled Board**: To name the board.
* **Add a list**: To add ticket board lists for tickets.
* ![](/files/7cOJmRd8DxRjtcY9eJQR) **Filters**: To filter tickets.
* **Order by**: To sort tickets in different orders.
* And<img src="/files/vc58mm9HrggiEv6ieSsa" alt="" data-size="line">**Delete**: To the delete the ticket board.

### Create a Ticket

The following steps will allow you to create a ticket effortlessly:

#### #Step 1 - Add a List

To create a ticket, first, click on the **Add a list** option.&#x20;

![](/files/qM3nWiVGjrIbRvRUlPnK)

Then, input the ticket list title and click **Add**.

#### #Step 2 - Add a Ticket

Once the list is created, add a ticket by clicking the **Add a card** button.

![](/files/yI4TMZyDq8xtN2ffea0T)

Input ticket/card title; then select a channel and click **Add**.

#### #Step 3 - Input Ticket Details

![](/files/AaDs3ss2TA0TQ2vpoJMH)

After creating a ticket, you need to enter ticket details.

![](/files/Ot5u3uc8NJvT8Eo5PPGO)

To do that, click on the ticket, and it will open a modal to add ticket details.&#x20;

![](/files/yWCHRy8nnocIp1HMkYhE)

Once added the details, click **Update**.&#x20;

![](/files/SYKv1VIYRrB4PiJvKxnj)

{% hint style="info" %}
You can also create a ticket while conversing with a client in chat. Learn more [here](/rum-work-modules/chat/contact-info#create-ticket).&#x20;
{% endhint %}

### Search, Filter, and Sort Tickets

![](/files/cwOEf9d1Omfn3H0hmyjf)

If you've created multiple Ticket Lists and Tickets, then you'll find them like the above.

![](/files/RF7qa76IISed9cE8GJ7m)

To quickly find the ticket, you can use the Search bar. To narrow the search, you can use ![](/files/7cOJmRd8DxRjtcY9eJQR) Filter options.

![](/files/FVoBjHjYPD0SEcHHVYCN)

First, select Ticket Priority → then choose Tags → Team Members → Date Range, and click **Apply**.

![](/files/cVcehdz969oVCGjmt8Iw)

You can also view the closed tickets by ticking the checkbox, **Show Closed Tickets**. In addition to the Search and Filter options, you can also arrange tickets in different orders.

![](/files/6QOIK30jFEM4YjhKwznk)

Click the **Order By** and then choose one of the following,

![](/files/PWF98yd8DJjYRCgMjlsd)

* Latest Created First
* Oldest Created First
* Latest Due Date First
* Longest Due Date First

### Close a Ticket

To close a ticket, first, select the ticket.

![](/files/wEAJSUMRcKVtqdtUcpqe)

Then go to the![](/files/mmxbD1DkkHFRMWE9rJyC)more options.

![](/files/OrOkFs9Zf4mNlyCgAsyA)

Click on the **Close this ticket** option.

![](/files/yMjB6WJp4YyARSvSh4E7)

Then in the Disposition Comment, select the available choice and click **Save**.

### View Ticket Conversation

Select the ticket.

![](/files/B09guGKwcilPowPf4lza)

Then click on the ![](/files/moJ0gqH5PZbGoJhPwunz)Chat Icon Button.&#x20;

### Remove a Ticket, List, or Board

Follow the below steps to remove a ticket, list, and board.

#### #Removing a ticket

Select the ticket.

![](/files/SQ4Od9L5bclkl1yHqij1)

Then go to the![](/files/mmxbD1DkkHFRMWE9rJyC)more options.

![](/files/iq7tjoE2hyvO4vzeMm5r)

Click on the **Remove Card** option and then **Confirm**.

#### #Removing a List

Go to the list, and click on the<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">more options.

![](/files/e2MfeivuUhtOvJPMkvET)

Then select the **Remove List.**

#### #Removing a Board

Select the board you want to remove.

![](/files/BLVWwRGhou6bLxoXIIcI)

Then click the![](/files/nBKOxpVGgbrcol7ulk1B)Trash Icon button, and click **Confirm** to finalise the delete.


# Campaigns

Broadcast manual or scheduled messages using the Campaigns module.

The **Campaigns** module at RUM Work allows you to send manual or scheduled messages or messages to single or multiple contacts. For this, you can use a simple message or a [pre-approved message template](/messaging-channels/whatsapp-integration/whatsapp-message-templates) based on the selected [Channel](/messaging-channels/channels-overview).&#x20;

To access the Campaigns, head over to the left sidebar and select **Campaigns**.

![Accessing Campaigns](/files/MDciaYh3Bu1uz4CVMhXP)

Currently, there are 2 types of Campaigns available:

* **Campaigns** - Send a one-time message to single or multiple contacts.
* **Drip Campaigns** - Send multiple messages one after another on a timely basis to a single or multiple customers.&#x20;

Explore the following pages to learn more about these campaign types.

{% content-ref url="/pages/giSxsf79T10cc3kVlBUR" %}
[Basic Campaigns](/rum-work-modules/campaigns/basic-campaigns)
{% endcontent-ref %}

{% content-ref url="/pages/4Da1cRZFhd5GDowJa6R0" %}
[Drip Campaigns](/rum-work-modules/campaigns/drip-campaigns)
{% endcontent-ref %}

For WhatsApp Channels like [360dialog](/messaging-channels/whatsapp-integration/360dialog), [Emma](/messaging-channels/whatsapp-integration/emma), and [Cloud API](/messaging-channels/whatsapp-integration/cloud-api), you can send a simple message or List/Button/Options/Product Messages only when it's within the 24-Hour Window of the last message received from the users or customers.

{% hint style="warning" %}
WhatsApp Business Platform has a Customer Service Window (24-hour) in which businesses can send both simple messages and [pre-approved templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates). Outside the customer service window, the business would require a message template.&#x20;
{% endhint %}

The WhatsApp Business Platform works around two different categories of conversation:

1. **User-initiated** - When the user or customer sends the message to the business. The business can respond to the message with a simple message or message template within 24 hours. Once the window has expired, the business can only respond with a message template which will be counted as a **Business-initiated** conversation.
2. **Business-initiated** - When the business reaches out to the customer outside the 24-hour customer service window, its falls under the Business-initiated conversation. For a business-initiated conversation, a message template is required.

![WhatsApp Business Platforms Conversation Types](/files/ctIzEWw8cBQLbwlmyuGs)

{% hint style="warning" %}
To send a campaign message under the Business-initiated conversation type, your business platform must obtain user consent (opt-in) to receive notifications, order updates, event updates, etc. The opt-in could be a simple message or subscription from your website showing the user's consent to receive business-initiated messages from your platform.&#x20;
{% endhint %}


# Basic Campaigns

Broadcast a single message to multiple or individual contact.

### Overview

In the Campaigns module, select the **Campaigns** option to access the Basic Campaigns dashboard.

![Accessing Basic Campaigns](/files/aQwxoHZdxOdeTw6IEgeG)

Using Basic Campaigns, you can send a one-time message to single or multiple contacts. Also, the message type could be either a simple message or a [pre-approved message template](/messaging-channels/whatsapp-integration/whatsapp-message-templates) based on the selected channels.&#x20;

{% hint style="warning" %}
WhatsApp Business Platform has a Customer Service Window (24-hour) in which businesses can send both simple messages and [pre-approved templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates). Outside the customer service window, the business would require a message template.&#x20;
{% endhint %}

### Create a Basic Campaign

To create a basic campaign, click the **Create Campaign** button in the campaigns window.&#x20;

![](/files/HsaiO54Ld8xGkGvzMpEO)

This will open a window where you'll find a timeline to create a campaign. The steps of the timeline are,

* Select Sender
* Select Contacts
* Select Template
* And Set Schedule

![Create Campaign Window](/files/Fv1XIg9iqx30DF81enQE)

The first step allows you to set the Campaign Name and select the Channel through which you want to send the campaign message. Simply enter the name, then select the channel, and after that, click **Next**.

### Select Contacts

Upon clicking next, you'll arrive at the second step of creating a campaign which is **Select Contacts**.&#x20;

![Select Contacts Step](/files/KYFQPJ8QZnuyujkHlFLz)

Now to select the contacts, there are 2 ways.&#x20;

1. By filtering the existing contacts.
2. By uploading the contacts.

&#x20;

#### Filtering Existing Contacts for the Campaign

![Accessing Filter Options](/files/ZuahButoBdoyyi1MQsMq)

Click the **Filter** button to access the filter options.

![Filter Options](/files/2kbBVM1wEO2g3x9IDDsG)

The filter options available are,

* **Columns**
* **Operator**
* **Value**

First, you need to select the column on the basis you want to filter the contacts. There are 10 options from which you can select the column.

![](/files/GCs3fztPaENd4dur73f4)

After selecting the column, select the Operator that will verify the Value in the column. There are 9 operator types from which you can select one.

![](/files/8JrIAG3qbA57fHlJRR2u)

* IS - The Column and Value should exactly match to apply the filter.
* STARTSWITH - The value in the Column should start with the value in the Value field to run the filter.
* CONTAINS - If the value in the Column includes the value in the Value field, the filter will run.
* IS NOT - To apply the filter, the Column field should not match with the Value field.
* DOES NOT CONTAIN - To apply the filter, the Column field doesn't include the instances of the Value field.
* IN - The Tags be IN the Value field
* NOT IN - The Tags be NOT IN the Value field.&#x20;
* MATCHES - The Channel Name should MATCH the Value.&#x20;
* BETWEEN - The message should be Created or Updated BETWEEN the Date Range set in the Value.

Once selected the operator, enter the value or select the option available in the Value field. The value field based on Column provides you with different options that are,

* Tag list for the Tag column.
* User / Group for the Contact Type column.
* Channel names for the Channel Name column.
* Date Range (Today, Yesterday, This Week, This Month and Custom) for Created At and Updated At column.

&#x20;After adding the values in the fields, click **Submit**.&#x20;

![Filtering the Contacts](/files/u2DNzANm7ZKamaUKESYK)

As soon as you click the submit button, you'll find the contacts as the following,

![](/files/dxSmoi6Nf0FPZUoS0fgy)

If you want to add more filter groups, you can click the **Add Filter Group.**

![](/files/Xp0VnCehjbIs3lrZG8yQ)

Or, if you want to add another filter in the same group, click the Plus button ![](/files/FyMdBbety4yMN9WG1z0a)

![](/files/PB1CjdVsRbpl6E2yacVh)

To delete a Filter Group, you can click the **Delete Filter Group** button associated with that group.

![](/files/FEsefmQbrdStw7jK68UL)

And to delete a filter, you can simply click the Trash button<img src="/files/nBKOxpVGgbrcol7ulk1B" alt="" data-size="original">associated with the particular filter rule. Once you're satisfied with your filtered contacts, you can click the **Next** button.

![](/files/fsBKQqAD7rqTYzIH86n8)

#### Uploading Contacts for the Campaign

If there are no contacts, or you want to use different contacts other than the existing ones, you can upload contacts for the campaign. And to do that, click **Upload Contacts**.&#x20;

![](/files/p8DAVbxGheSwC5YKf8HR)

A modal will appear with the options to choose the Country Code, Add Tags, and Select the file. If the file already has a country code for the contacts, you can tick the **Phone Number have country code** checkbox.

![](/files/spg8DZclPylzDTmdUUoB)

Otherwise, first, select the country code, then add tags (if required), and add the contacts' file from your local system.&#x20;

![](/files/cSu3EUXMUFiGCDVbHZu5)

As you do that, you'll see your contact numbers and other details in the modal. Once you're satisfied, click **Next**.&#x20;

![](/files/hyKMtiVmZwG8RwOgolKQ)

On the next screen, ensure that all the information is assigned to the right column. If everything is correct, click **Next**.

![](/files/gxbHl10B2kZnAG965Jrr)

It'll take a few moments to upload the contacts, and once the process is completed, you can click **Finish**.

![](/files/47M4NIWeH4oUa5F2PoIY)

As you finish, you'll find your contacts. Now, you can move to the 3rd step to create a campaign: **Select Template**.

### Select Template

Now, based on your selected Channel, you either get the option to send a template message. Or create a new one.&#x20;

For example, if you select WhatsApp Channel as 360dialog, Emma, or Cloud API, you can only send a template.&#x20;

![](/files/scWsINvL8JY4TXNcvwiE)

And if you've selected the Channel as Maytapi, Facebook, or Instagram, you can send a message template or create a new one.&#x20;

![](/files/Y6K8uec6RSvmfIxyviXk)

As per requirement, select the template or an existing message or create a new one. Once you're done, click **Next**.

### Set Schedule

On the **Set Schedule** window, you get to see all the information about your campaign. Plus, the option to send it right away or based on a schedule.

![](/files/9W3e9h6oP8k6GRF620Si)

You can review the Campaign Name, Contacts, and Template as well as preview the content in the template. To send the Campaign the moment you've created it, you can click the **Send Now** button.

![](/files/51zLPslZH3XK0512AWUQ)

This will run your campaign immediately. Or, if you want to schedule it, you can enter the date and time in the ***Set Schedule*** field.

![](/files/zR59GEGrqTlNd2xGdgM0)

First, select the date, then define the time and once both are defined, click **Ok**.

![](/files/3OcikyIz7Ohkq1kWBScV)

To run the campaign at different hours of the day, you can click the checkbox *Do you want to run this campaign in specific duration of day?*&#x20;

![](/files/M5U0JyIluXn5eDBSwXHr)

Then input your Start and End Times for the broadcast. Once done will all the options of the schedule, whether sending it now, scheduling or broadcasting at specific hours, click **Finish**.

![](/files/uwyLBnJC6siMS92f9Vdl)

As you click the finish button, you'll find your campaign in the campaign list like the above.&#x20;

### Search a Campaign

To refine or narrow down the campaign list, you can use the search option. Input the campaign related query in the **Search** bar, then from the **Date Range** field, apply a filter.

![](/files/NCtH4OUT3b5O6Wag1Vhw)

If there is any match, you'd see the campaign in the list.

### Campaign Details

To check how your campaign performed, click the **See Details** button.&#x20;

![Accessing Campaign Details](/files/kFujDQkxaITXUnMlH3R2)

This will open the Campaign Details window where you can view General and Message details.&#x20;

![](/files/wAnbWF0JVmz9pgBQ4ZDH)

In the General Details window, you can view the Total number of Messages Sent, Received, and Exchanged. You can also view the campaign Conversation Rate, Read, and Sent Status. Plus, check the details of when the Campaign was created, which Channel and Template were used, and who created it.

![](/files/wgATwTzAK04uNAbiKq8P)

The Messages Details window allows seeing contact details as well as their status of reading the campaign. You can converse with the user directly from the campaigns by clicking the<img src="/files/moJ0gqH5PZbGoJhPwunz" alt="" data-size="line">Chat button. Furthermore, view the complete detail of the message for each contact by clicking the<img src="/files/SRC6m78aJi41Ow7y5rZI" alt="" data-size="line">View button.

![](/files/sq7UiokqsLGNkkp4jsA5)

In addition to these, apply filters and download the details by clicking the **Filter** and **Download** buttons, respectively.

{% hint style="info" %}
The filter can be applied in the same way as [selecting the contacts by filtering](#filtering-existing-contacts-for-the-campaign) them for the campaign.
{% endhint %}

### Delete a Campaign

![](/files/h6PVPQgsCM5H8VSTH2Dh)

To delete a Campaign, simply click the<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">Trash icon under the Action column of the campaign.

![](/files/ELywvOCFCWr2TPIbnYPE)

Then click the **Confirm** button to finalise the delete.


# Drip Campaigns

Broadcast multiple messages on a timely manner to a single or multiple contacts.

### Overview

To access Drip Campaigns, go to **Campaigns** → **Drip Campaigns**.

![](/files/DckiOwz8WOj2Pmh3t2S2)

The Drip Campaigns work around a Step-by-Step message broadcast system. Each step includes single or multiple messages of the same or different channels. To get the messages broadcasted of each step, the first step needs to be completed. And after that, the following steps will be executed based on the condition.

![](/files/JDR4H67NtkF2nI91Mwrs)

Using Drip Campaigns, you can send multiple messages to single or multiple contacts. The message type could be a simple message, List/Button/Options/Product Messages, or a [pre-approved message template](/messaging-channels/whatsapp-integration/whatsapp-message-templates) based on the selected channels.&#x20;

{% hint style="warning" %}
WhatsApp Business Platform has a Customer Service Window (24-hour) in which businesses can send simple messages, List/Button/Options/Product Messages, and [pre-approved templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates). Outside the customer service window, the business would require a message template.&#x20;
{% endhint %}

### Create a Drip Campaign

![Accessing Drip Campaign Builder](/files/cBuFhBRpbcniWddPpgri)

In the Drip Campaigns window, click the **Create Drip Campaign** button. This will open the Drip Campaign Builder, where you get the option to define the Campaign Name and add the Step.

![](/files/QJsAyp5Gd8xhdAjnmIx0)

Simply define the Campaign Name.&#x20;

### Add a Step

![](/files/YZwjtI4Gt3Kg4wHPh7ta)

After assigning the campaign name, click **Add a step** button to create a step for the Drip Campaign.&#x20;

![](/files/p4TAydkUBcU0OKrp8MOA)

As you do that, an Add Step modal will popup with the options to

* Remove the step from the campaign after replied.
* Add value for the unit. (Run After)
* And select the unit. (Select Unit)

![](/files/HYXUx9l7bnofHOuVEKre)

At RUM Work, you get 4 units to run a step in a Drip Campaign. The units are,&#x20;

* **Immediately** - Execute the step as soon as the contact(s) is assigned.
* **Minutes** - Execute the step after mentioned minutes defined in the Run After Field.
* **Hours** - Execute the step after mentioned hours defined in the Run After Field.
* **Days** - Execute the step after mentioned days defined in the Run After Field.

![](/files/wP0mjAdSe80zB6waxxAd)

To add the step,&#x20;

1. Check *Remove From Campaign After Replied*, if you don't want the step once it's executed.
2. Then, set value in the Run After field.
3. Afterward, select the unit in the Select Unit field to validate the Run After field's value.
4. And once done with the above, click **Add**.

![](/files/AvvM4risQuaq9V8rlKVc)

And you'll find the step like the above.

### Add Message

![](/files/nAWod9YyVxBBKQu0B3DX)

After adding a step, you need to add a message(s) to it. And for that, click the **Add Message** button in the step.

![](/files/GVV7xoRmij0UIdVS4jbu)

As you do that, the Add Message modal will popup. In that, you can select your Channel and based on that, input your message.&#x20;

![](/files/32a5YIs9E8PP4Ot1HJUr)

For the WhatsApp Channel such as [Maytapi](/messaging-channels/whatsapp-integration/maytapi), you can only send a simple message. Therefore, use the fields available to input the text, upload a file if required, and once done, click **Save**.&#x20;

![](/files/wUp6BRWtAhyvy4MA3fXA)

If you select the channel created with 360dialog, Emma and Cloud API, you get the option to **Select Message Type**.&#x20;

![](/files/msowWTypf0Ff9XEGOAVp)

The available, message types are

* Text Message (simple message the same as you can send in the Maytapi for the campaign.)
* Buttons/Options/Products Message
* Template Message

{% hint style="warning" %}
You can only use Text Message and Buttons/Options/Products Message in the Drip Campaign when it's within the 24-hour customer service window. Otherwise, choose Template Message.
{% endhint %}

Simply select a message type and continue with it.

#### Buttons/Options/Products Message for Drip Campaign's Step

When you select the Buttons/Options/Products Message message type, you get the following options and fields.&#x20;

![](/files/u9yjK2filneF0GhSsYWq)

You can start creating a new Buttons/Options/Product Message.&#x20;

{% hint style="info" %}
Refer to selected Channel's Channel Configuration Docs to learn more about creating a Buttons/Options/Products Message.&#x20;

* [360dialog](/messaging-channels/whatsapp-integration/360dialog#channel-configuration).
* [Emma](/messaging-channels/whatsapp-integration/emma#channel-configuration).
* [Cloud API](/messaging-channels/whatsapp-integration/cloud-api#channel-configuration).
  {% endhint %}

Or you can select an already created Buttons/Options/Product Message you created before while configuring the channel.

![](/files/Jobp4HvANgJmcvf6QcGC)

Once you select the Buttons/Options/Products Message, you can see all the content and details of it.&#x20;

![](/files/nUEaDFwhXU3hGQArncsV)

Once satisfied with the message content, click **Save**.

&#x20;

#### Template Message for Drip Campaign's Step

![](/files/XdF8NDRPtsqLOT1Lc9Wk)

When you select the Template Message as the Message Type, you get the option to select a template you've created before.&#x20;

{% hint style="info" %}
Refer to [WhatsApp Message Templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates) Docs to learn more about creating a Template Message.&#x20;
{% endhint %}

![](/files/eH9uJuNAU4UDt7bRzfzA)

Select the template, then review its content and if everything's correct, click **Save**. Your added message will appear in the step as the following.

![](/files/bHF3cngybOQjVS3xzuvo)

Likewise, you can add another message to the step. And for another step, simply click the **Add a step** button and follow the same procedure mentioned above.

![](/files/UCJxzrONb2jCHTCnRbIh)

After adding all the steps and their messages, click the **Save** button to create the Drip Campaign.

![Drip Campaigns List](/files/Rq9fK5hWEkVd6GLxZe1w)

Once it's created, you'll find it in the Drip Campaigns list just like the above screenshot.

### Use a Drip Campaign

You've created a Drip Campaign; however, to run it, you need to assign contacts to it. And to do that, there are 2 ways.

* [Using the Chat](#assigning-contacts-to-a-drip-campaign-using-chat). (For single contact assign)
* Or [Through Contacts](#assigning-contacts-to-a-drip-campaign-using-contacts). (For bulk contacts assign)

Let's look at both ways one by one.

#### Assigning Contacts to a Drip Campaign (Using Chat)

On your [Chat](/rum-work-modules/chat) screen, make sure you're on the right channel that you've used to create the campaign. If not, then click the<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">Menu button next to the channel name and select the appropriate channel.&#x20;

![](/files/ciCSOfQW6FTD73LletUH)

After selecting the channel, locate and select the chat of the contact you want to assign to the Drip Campaign. You can use the chat search option to speed the process.

![](/files/9HIbE0f2Cr1ZdUXKLPKY)

Once opened the conversation, click the<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">Options button in the top right corner.

![](/files/aIMMQWDowy7Tkl2pVTbc)

Then select **Add to Drip Campaign** from the available options.&#x20;

![](/files/IedHPOTXkE20XEfkMmae)

A modal will appear, in that select the campaign to which you want to assign that particular contact.&#x20;

![](/files/3tqwScyNyJYGCgJOLbTy)

Once selected, click **Add**. That's it; you've added a contact to the Drip Campaign. If the campaign's step is set to immediately, then it will be executed the moment you add the contact.&#x20;

&#x20;

#### Assigning Contacts to a Drip Campaign (Using Contacts)

In addition to the Chat, you can use [Contacts](/rum-work-modules/contacts) to add single or multiple contacts to a Drip Campaign.&#x20;

![](/files/q0EDoOgqMN1zLZyHWDBX)

To do that, first, go to **Contacts** → and select **Contacts**.

![](/files/Zox13IndA0qJpT5YnpSh)

Then, select the contacts you want to add to the Drip Campaign. Once selected, click the<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">Menu button next to bulk select, and then click **Add to Drip Campaign**.

![](/files/POrLzU42oTXKszwitwwL)

Select the campaign to which you want to add the contacts and then click **Save**.&#x20;

![](/files/HFsbXWkN9rSlVUyhfhjJ)

That's it, you've added the contacts to a Drip Campaign. If the campaign's step is set to immediately, then it will be executed the moment you add the contact.&#x20;

### Campaign Details

To check how your campaign performed, click the **See Details** button.&#x20;

![](/files/wnOc20jjQrG0hdrCWtff)

This will open the Campaign Details window where you can view General, Message, and Contact details.&#x20;

![](/files/wf8p0wGGmvfYkupiYetJ)

In the General Details window, you can view the Total number of Messages Sent, Received, and Exchanged. You can also view the campaign Conversation Rate, Read, and Sent Status of each step's messages.&#x20;

Plus, check the details of when the Campaign was created, and who created it.

#### Messages Detail

![Message Details](/files/BA42htYF3FCEpIqoPjvC)

The Messages Details window allows seeing contact details as well as their status of reading the campaign. You can converse with the user directly from the campaigns by clicking the<img src="/files/moJ0gqH5PZbGoJhPwunz" alt="" data-size="line">Chat button. Furthermore, view the complete detail of the message for each contact by clicking the<img src="/files/SRC6m78aJi41Ow7y5rZI" alt="" data-size="line">View button.

![](/files/RTB67Rke8WNLKAhOZqGB)

In addition to these, apply filters and download the details by clicking the **Filter** and **Download** buttons, respectively. When you click the Filter button, you get the following options to filter our messages details,

![](/files/LXNEJ1yqKae7UxXd1iWk)

* **Columns**
* **Operator**
* **Value**

First, you need to select the column on the basis you want to filter the contacts. There are 10 options from which you can select the column.

![](/files/zAKqFrfqOlyKHefeicJj)

After selecting the column, select the Operator that will verify the Value in the column. There are 6 operator types from which you can select one.

![](/files/711C0bgWdFdRaY3Dcxqa)

* IS - The Column and Value should exactly match to apply the filter.
* STARTSWITH - The value in the Column should start with the value in the Value field to run the filter.
* CONTAINS - If the value in the Column includes the value in the Value field, the filter will run.
* IN - The Read and Send Status should be IN the Value.&#x20;
* MATCHES - The Channel Name should Match the Value.&#x20;
* BETWEEN - The message should be Created Between the Date Range set in the Value.

Once selected the operator, enter the value or select the option available in the Value field. The value field, based on the selected Column, provides you with different options that are,

* I/O for the Direction column, indicating Incoming and Outgoing messages.
* FAILED, SENT, NOT\_ON\_WHATSAPP, PENDING options for the Send Status column.
* TRIGGERED, DELIVERED, and VIEWED options for the Read Status column.
* Channel names for the Channel Name column.
* Date Range (Today, Yesterday, This Week, This Month and Custom) for Created At column.

&#x20;After adding the values in the fields, click **Submit**.&#x20;

![](/files/1i6AwUTWD3sP513akfFx)

If you want to add another filter, click the Plus button ![](/files/FyMdBbety4yMN9WG1z0a)

![](/files/XdUZroFHlYmx3ga4bNlT)

To remove a filter, you can simply click the ✖ Remove button associated with the filter. And to delete all the filter rules, you can simply click the<img src="/files/nBKOxpVGgbrcol7ulk1B" alt="" data-size="original">Trash button.

#### Contacts Detail

The Contacts detail window lets you view contacts added to the campaign. Plus, you can apply Filter, Download Contacts, or even remove a Contact(s) from the campaign.

![](/files/VHTmP4dnHzdu4hJJXKPf)

To remove a single contact, simply click the <img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line"> Trash button.&#x20;

![](/files/E27H0UCszT74kDHkCrrM)

Or, to remove multiple contacts, first, select them, then click the ![](/files/mmxbD1DkkHFRMWE9rJyC)Options button next to Bulk select and click *Remove From Drip Campaign***.** Then click the **Confirm** button to finalise removal.&#x20;

![](/files/O6K0PVZ6p2xF3AwQz3Cr)

The Filters can be applied in the same way as Message Details; however, here, you only get 3 columns,

![](/files/YOyVbtU0f1CPxwZHrUJH)

* Phone.
* Email.
* And Name.

And based on these columns, you get 3 Operators,

![](/files/JfrMSLUqpRHY00HYSt0r)

* IS
* STARTSWITH
* CONTAINS

![](/files/T5Zwt2wFBbcJ86QaRXm5)

First, select the Column, then Operator, provide the Value and click **Submit**.

### Edit a Drip Campaign

To edit a Drip Campaign, click the<img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line">Edit button under the Actions tab of the campaign.

![](/files/e77xAQFc7Joor69S6Qlt)

### Edit/Delete a Step/Message

First, [Edit the Campaign](#edit-a-drip-campaign).&#x20;

![](/files/J95zxWk00ORhXDJ5fs9t)

Then, to edit or remove a step, click the<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">Options button. Then from the available options, either select

![](/files/30dvqVq3Cu09jVckKusp)

* Remove Step
* Or Edit Step

Based on your selection, continue with the process.

![](/files/cAxaPVzvkuXQKomzv1cf)

To edit or remove a message, click the<img src="/files/COqRc3XzdD2bpCfZUJB7" alt="" data-size="line">Options button associated with the message. Then from the available options, either select

![](/files/PdOwN5ZjObcH8FBZVN7k)

* Remove Message
* Or Edit Message

Based on your selection, continue with the process. Once done with the edits, click **Update**.

### Delete a Drip Campaign

![](/files/Ggh5VQ0FooRqj2W5APVX)

Click the<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">Trash button under Actions tab.&#x20;

![](/files/283OEkMMekKyYRSS4vJr)

Then click the **Confirm** button to finalise the delete.

### Duplicate a Campaign

![](/files/mSwVAeQnU2lIvqYvgmyk)

If you'd like to duplicate a campaign, click<img src="/files/TtTodiG06sWUgBX62UOo" alt="" data-size="line">Duplicate button.

![](/files/4G06OGPp6eSmO84M7gaI)

And as you do that, you'll be directed to the campaign builder with duplicate Steps and their messages. Now, follow the steps to add more steps, messages; edit or delete them. Then Save the campaign and assign contacts to finally run the Drip Campaign.


# Recurring Events

Set reminders fo events like Birthdays, Anniversaries, and more.

Using the Recurring Events module, you can set reminders based on different repeat frequencies for events like Work Anniversary, Marriage Anniversary, Birthday, and Kid's Birthday.

![](/files/D6HCpkUV9TvDfbKGFga9)

Go to the left sidebar and select **Recurring Events**.

### Create an Event

Click **Create Event** to access recurring events options.

![](/files/1oloe7dJPTMmtx16dYWK)

This will open the Create Event modal with the following options,&#x20;

![](/files/orZuLmYiOYY4JyhthRVO)

First, define the name of the event in the **Event Name** field. Then, click on the ![](/files/s2uOW4xnrGAMw4QRwdFN)Contacts Icon button to select a contact for whom setting the event.&#x20;

![](/files/kexlCrnBLI8D6Kr38w8b)

Once selected the contact; click on the **Event Type** field and select an event.&#x20;

![](/files/GzRVUAwuh8iOxyS3Fv1h)

After this, select a channel and frequency in the **Gateway** and **Repeat Frequency** field.&#x20;

![](/files/8WPLB8vVskRGU7nJcJdz)

There are a total of 7 frequencies:

![](/files/uwkk1nv84BAa2tApNOZ3)

* Once
* Daily
* Weekly
* Monthly
* Quarterly
* Half Yearly
* and Yearly.

Select the frequency based on how you want to run the event.

Then, set **Schedule Time**; add a **Message** and **Expiry Date**.&#x20;

![](/files/3cfriHnUiT5DLK7bmrM2)

If you like to add a file to the event, click **Choose File**. Then, select upload a file.

![](/files/KpQ8bC1nD814utnSYNAx)

Once done with all, click **Save**.&#x20;

![](/files/u7Y1R7Qs1pa6YVPk7YHs)

Your created event will appear in the Recurring Events library like the above. To edit an event, click the<img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line">Pen Icon button. And to delete an event, click the<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">Trash Icon button.


# Todos List

Create tasks in RUM Work that you'd like to complete based on Priority and Importance.

To create todos in RUM Work, go to **Todos List**.

<figure><img src="/files/2RfYbKWcrAzi6ZDWlDF8" alt=""><figcaption></figcaption></figure>

Then click **Add Task**.

<figure><img src="/files/46NJtkviHVQMaIFd1yQ2" alt=""><figcaption></figcaption></figure>

This will open the New Todo modal.

<figure><img src="/files/1lEe9wKYHF4oG1LzlgZG" alt=""><figcaption></figcaption></figure>

Enter Todo Title, Notes; assign Start and Due Date. Once done, click **Add**. To put the task on Priority or Importance, click the<img src="/files/cN2WMkPNbE4DfztKuBmO" alt="" data-size="original">Alert Icon Button or![](/files/FUxmpNP5QIF3B9zGirlR)Star Icon Button.

<figure><img src="/files/ELGNXMzxHf8vHK2bmZrd" alt=""><figcaption></figcaption></figure>

After you create the Todo, it will appear like the above. Use the Options in the left menu to filter todos.

<figure><img src="/files/3ClX9cn2cRr4e8p6uaim" alt=""><figcaption></figcaption></figure>

Click **Order By** to sort them by

* Start Date
* Due Date
* and Title.

Click the Order Icon button to sort todos ascending or descending.&#x20;

<figure><img src="/files/sOoy0ribioCEY9rDqapx" alt=""><figcaption></figcaption></figure>

To mark a task complete, click on the radio button on the left. To edit or delete a todo, click on it and then apply changes and click **Save**. Or click the Delete Icon Button.


# Integrations

Integrate 3rd Party APIs and Platforms

Using the Integration module of RUM Work, you can integrate 3rd party APIs, Software and Platforms to smoothen the RUM Work platform's functionality.&#x20;

<figure><img src="/files/hnPumbW2iUdRunjNk5KD" alt=""><figcaption></figcaption></figure>

Head over to the left sidebar and select **Integration**. There, you'll find the options to integrate,&#x20;

* Shopify
* Rest API
* Google Dialogflow
* and Facebook Leads.&#x20;

Explore the following doc page to learn more about the above integrations.

{% content-ref url="/pages/4s9hE3e16m3X6z0gGcWF" %}
[Rest API](/rum-work-modules/integrations/rest-api)
{% endcontent-ref %}

{% content-ref url="/pages/CrwSNt3g66nlsDoHQ4An" %}
[Google Dialogflow](/rum-work-modules/integrations/google-dialogflow)
{% endcontent-ref %}

{% content-ref url="/pages/DQ59uaDDjTPKPAtJnU1f" %}
[Facebook Leads](/rum-work-modules/integrations/facebook-leads)
{% endcontent-ref %}


# Rest API

Integrate 3rd party platforms through REST API

<figure><img src="/files/xTovo7io00CTEyXQlVsj" alt=""><figcaption></figcaption></figure>

To integrate 3rd party platforms in RUM Work, head over to the Integrations in the sidebar and then select **Rest API**.

<figure><img src="/files/IgDWiwlotiEekjewj8ru" alt=""><figcaption></figcaption></figure>

The *RestAPI Integration* modal will open, in that, according to your requirements and the platform's compatibility, add the REST API details. For instance,

* Type for URL as POST, GET, PUT and DELETE.
* Input Header Key(s) and Value(s).
* Select Data Type as URL Encoded, JSON or FORM.
* Then, add the JSON Data using the parameter fields and once done, click **Save**.


# Google Dialogflow

Integrate Google Bot to RUM Work using Google Dialogflow Integration.

### What is Google Dialogflow?

<figure><img src="/files/zckTUxoKy6hFHpJCtypu" alt=""><figcaption></figcaption></figure>

A conversational application for a company's clients can be created using the Dialogflow NGL platform, which supports numerous platforms and multiple languages. And it’s supported at RUM Work to help you create messaging bots that reply to client inquiries on Channels like Facebook and WhatsApp API.

Two different virtual agent services are offered by Dialogflow, each of which has a unique agent type, user interface, API, client libraries, and documentation.

* Dialogflow CX: provides a sophisticated agent type appropriate for huge or extremely complicated agents.<br>
* Dialogflow ES: offers the typical agent type appropriate for modest and straightforward agents.

<figure><img src="/files/udSnORbTOOM3cYdPSkck" alt=""><figcaption><p>Google Dialogflow ES Fulfillment</p></figcaption></figure>

#### Reasons Why to Use It?

There are several applications for Dialogflow, including:

* AI interfaces for customer service can be developed to receive requests, access orders, schedule appointments, and answer queries.
* Customers can use bots to arrange delivery or make self-service purchases.
* IoT devices can benefit from Dialogflow to better comprehend the context and reply accurately.

### Integrating Google Dialogflow

At RUM Work, integrating Google Dialogflow is simple and only takes a few moments to complete the integration and enable the bot. If you've created a bot using Google Dialogflow, you can integrate it with RUM Work.

<figure><img src="/files/Znl4GfPpIubFNF7ygDVB" alt=""><figcaption></figcaption></figure>

Head over to the Integrations in the sidebar and then select **Google Dialogflow**.

<figure><img src="/files/uKaJkD67Zywo6UfG1xXA" alt=""><figcaption></figcaption></figure>

Then, in the Connect Dialogflow modal, enter the title and Sign in with Google.&#x20;

<figure><img src="/files/IfcDU6nnUsVIilZDLXFR" alt=""><figcaption></figcaption></figure>

Once signed in, you'd find the options to,

* Enter the email address for the integration = **Integrated With**
* **Select Bot** = choose the bot you've created using Google Dialogflow.
* **Select Bot Environment**.

After you've added all the details, click **Save**. To Enable/disable the bot, click the toggle. To edit it, click the<img src="/files/gPyWfFiyaKYWqEuCe4jZ" alt="" data-size="line">Edit Icon button. And to delete it, simply click the<img src="/files/5b3dlVVwafQnRyYMstQb" alt="" data-size="line">Trash Icon button.

<figure><img src="/files/kO7K1aOp3IJXt4Zy5xtA" alt=""><figcaption></figcaption></figure>

### Connect Bot to a Channel

<figure><img src="/files/Z5Dqd0v3wF0x2DkDaXk4" alt=""><figcaption></figcaption></figure>

To connect your Channel with Google Dialogflow, go to **Channels** → **Channels**.

<figure><img src="/files/K47ImJeG0FR28Z9qCtFA" alt=""><figcaption></figcaption></figure>

Then, click Edit for the channel you want the Google Dialogflow to be connected.

<figure><img src="/files/RfVEM5wgP5hm9XBqiWkl" alt=""><figcaption></figcaption></figure>

Afterwards, in the Select Dialogfloe field, select your Google Dialogflow and click **Save**.

### What's Next?

Now, you can explore settings and other options of RUM Work.&#x20;

{% content-ref url="/pages/gTZLn840Uq6K9KbSeGWv" %}
[Settings](/settings/login)
{% endcontent-ref %}


# Facebook Leads

Capture Facebook Page Leads on RUM Work.

### What is Facebook Leads?

Facebook developed lead advertisements to help marketers produce leads more efficiently by avoiding the difficulties sometimes involved with filling out forms.

<figure><img src="/files/gBpN8S36CIOZDOHaVrKY" alt=""><figcaption></figcaption></figure>

Facebook lead advertising allows customers to access your offers without leaving the Facebook app. And obtain the information they need with a few easy taps rather than sending them to a landing page consisting of a form they need to fill out.

<figure><img src="/files/cSF0VcSuFuebd2d3KzbB" alt=""><figcaption></figcaption></figure>

Lead advertising offers consumers a quick and simple option to request information from companies they are interested in, which benefits advertisers by increasing click-through rates and generating more high-quality leads at a lower cost.

#### Reasons Why to Use Facebook Leads?

Facebook lead advertising can achieve various marketing goals, but they work best for one of the marketing maxims: Recognize your audience. Here are some reasons why Facebook leads play an essential role in the market.

* Find possible clients for your company.
* Gather subscriber data for your business newsletter and promote the downloading of white papers or brochures
* Recognize the preferences and actions of prospective customers.
* Encourage people to sign up for your programmes.

### Integrating Facebook Leads

Using the Integrations module, you can integrate Facebook Leads and, based on them, run Automation Workflow.

<figure><img src="/files/np8ADRjJJOV9MFenAhjQ" alt=""><figcaption></figcaption></figure>

To create a Facebook Leads integration, head to Integrations and select **Facebook Leads**.

<figure><img src="/files/tyfcoTultA1CE038knV0" alt=""><figcaption></figcaption></figure>

It will open the Connect FB Lead modal, in which you need to enter the title and then click on CONNECT FACEBOOK PAGE. This will take you to Facebook, where you need to

* Log in using your Facebook account.
* Then, select the page you want to connect to.
* And in the last, Allow Permissions. Once done, you'll find the page connected like the following,

<figure><img src="/files/BFgGQjaAtkZUMLTNDyFZ" alt=""><figcaption></figcaption></figure>

Click Save. To enable/disable the Leads integration, click the toggle. To edit it, click the Edit Icon button. And to delete it, simply click the Trash Icon button.

<figure><img src="/files/qYCGJ527M71oZQmQyg0b" alt=""><figcaption></figcaption></figure>

For viewing the leads, click on the Metrics Icon button.&#x20;

{% hint style="info" %}
Using Facebook Leads, you can create Automation Workflow Trigger. Learn more about Facebook Leads Workflow in the Automation Workflows docs.&#x20;
{% endhint %}

{% content-ref url="/pages/QcnEm11A8RWGV2t3tcaZ" %}
[Trigger](/settings/automation-workflows/trigger)
{% endcontent-ref %}


# Notes

Create a brief record of points or ideas to support customer queries.

<figure><img src="/files/WGFTcl1EUJBHGelJbXt8" alt=""><figcaption></figcaption></figure>

From the dashboard, head over to the left sidebar and select **Notes**.

<figure><img src="/files/80MI9uW2oaRxh3lWqoIC" alt=""><figcaption></figcaption></figure>

Click, **Create Notes**. It will open the Create Note modal, in which, add your Note Title, select a customer/contact, then input text in the body.

<figure><img src="/files/YRg0tN5kHZcKZfgPi2d9" alt=""><figcaption></figcaption></figure>

Then, for Status, either select Draft or Completed. Once done, click **Save**.

<figure><img src="/files/XlKoi3mNQ28JGBZVziR4" alt=""><figcaption></figcaption></figure>

The added note will appear in the notes library like the above. To edit a note, click the![](/files/pRGmUFcEEoJjzWBGO6h4)Edit Icon button.

<figure><img src="/files/v62s0V6vLqC9wQ9gnyAv" alt=""><figcaption></figcaption></figure>

To delete it, click on the![](/files/Eh0PkbGYBi2ihZdeSais)Delete Icon Button. Then, select Confirm to finalize the delete.

<figure><img src="/files/9iX1fUTiufbD7DeZgtOU" alt=""><figcaption></figcaption></figure>

Use the Search and its filter to locate a note quickly.

* Created By - to search a note based on a team member.&#x20;
* Date Range - to search a note created Today, Yesterday, This Week, This Month, or Custom.

Click **Download** to save a copy of Notes to your local system in a zip file.


# File Manager

Upload files and manage them efficiently.

<figure><img src="/files/kHSUos67izbt135e1gdi" alt=""><figcaption></figcaption></figure>

Go to the left sidebar and select **File Manager**.

<figure><img src="/files/qVT2gAjCjw2nZhGylfAS" alt=""><figcaption></figcaption></figure>

Then, click on the Plus Icon button to upload a file.

<figure><img src="/files/TssNRY1IYMEf5TKI9L8F" alt=""><figcaption></figcaption></figure>

In the Upload File modal, click **Choose File** to browse the file on your system and select it. Then, if you want to make the file accessible to the public, click **Publish**. Once done, click **Upload**.

<figure><img src="/files/rV5uUq2CkOS6PpeXiRAx" alt=""><figcaption></figcaption></figure>

The uploaded file will appear like the above. Use *Search Files* to locate a file quickly. To delete a file, click on the Delete Icon button. And to download it, click on the Download Icon button.


# Message History

View all messages exchanged from a single place.

The Message History module lets you view all messages exchanged with complete details, whether customer name, number, direction, sent status, read status, and more.

<figure><img src="/files/3TJLEToULsqxgC5y0hfw" alt=""><figcaption></figcaption></figure>

Go to the left sidebar, and click **Message History**. It will open the following window with all the messages exchanged.

<figure><img src="/files/verpRIHFAAIXV8F6L8Xs" alt=""><figcaption></figcaption></figure>

Click on the![](/files/moJ0gqH5PZbGoJhPwunz)Chat Icon button to open chat and view other messages or send a message to the user directly from Message History. Click on the![](/files/SRC6m78aJi41Ow7y5rZI)View Icon button to see more details about a message.&#x20;

<figure><img src="/files/uH9yw80Id7pYzV0BySlE" alt=""><figcaption></figcaption></figure>

To locate a particular message quickly, you can use the Filter option.

<figure><img src="/files/f2Y5oufUBFbwaH6wlBVp" alt=""><figcaption></figcaption></figure>

* **Columns**
* **Operator**
* **Value**

First, you need to select the column on the basis you want to filter the history. There are 11 options from which you can select the column.

<figure><img src="/files/yhwSaxwjEFOQmF5YxOkc" alt=""><figcaption></figcaption></figure>

After selecting the column, select the Operator that will verify the Value in the column. There are 6 operator types from which you can select one.

![](/files/711C0bgWdFdRaY3Dcxqa)

* IS - The Column and Value should exactly match to apply the filter.
* STARTSWITH - The value in the Column should start with the value in the Value field to run the filter.
* CONTAINS - If the value in the Column includes the value in the Value field, the filter will run.
* IN - The Campaign Name, Read and Send Status should be in the Value.
* MATCHES - The Channel Name should match the Value.
* BETWEEN - The message should be Created Between the Date Range set in the Value.

Once selected the operator, enter the value or select the option available in the Value field. The value field, based on the selected Column, provides you with different options that are,

* I/O for the Direction column, indicating Incoming and Outgoing messages.
* FAILED, SENT, NOT\_ON\_WHATSAPP, PENDING options for the Send Status column.
* TRIGGERED, DELIVERED, VIEWED options for the Read Status column.
* Channel names for the Channel Name column.
* Date Range (Today, Yesterday, This Week, This Month, and Custom) for Created At column.

&#x20;After adding the values in the fields, click **Submit**.&#x20;

![](/files/1i6AwUTWD3sP513akfFx)

If you want to add another filter, click the Plus button![](/files/FyMdBbety4yMN9WG1z0a)

![](/files/XdUZroFHlYmx3ga4bNlT)

To remove a filter, you can simply click the ✖ Remove button associated with the filter.  And to delete all the filter rules, you can simply click the<img src="/files/nBKOxpVGgbrcol7ulk1B" alt="" data-size="original">Trash button.

<figure><img src="/files/Vbb8G21sZPI128vgPUcG" alt=""><figcaption></figcaption></figure>

To download the message history, click the **Download** button.


# Connecting to a Channel

This guide will help you access RUM Work Channels and its options.

RUM Work simplifies chat commerce through Channels that enable you to connect to different Chat Platforms, for example, WhatsApp, Facebook, Instagram, Telegram, etc. Follow this guide to learn how Channels work and can connect with a particular chat platform.

### Step 1 - Login to the RUM Work Dashboard

Use your login ID and Password to access your Dashboard. Visit the [How to Login RUM Work guide](/getting-started/login).

### Step 2 - Access Channels

Inside the Dashboard, go to the left sidebar and select *Channels*.

![Accessing Channels Inside RUM Work](/files/d1tsG3Pz4FBloLxiORsI)

### Step 3 - Create a Channel

Upon selecting the Channels, a new window will open with 8 Channel options.&#x20;

{% content-ref url="/pages/2FV0sVYuPX6aU60pWzTk" %}
[Channels Overview](/messaging-channels/channels-overview)
{% endcontent-ref %}

* Facebook
* Instagram&#x20;
* Telegram&#x20;
* 360Dialog&#x20;
* Emma&#x20;
* WeChat&#x20;
* Maytapi&#x20;
* Cloud API

![RUM Work Channels](/files/feSfg6ffJroPSyBaS8aU)

To create a channel, simply go to the channel option and click *Configure*. It will open a popup where you need to enter the details to complete the process.&#x20;

{% hint style="info" %}
To learn how to get the required details, you can explore individual guides of each channel.
{% endhint %}

![Configure a Channel](/files/6x9tZZaFIW9CIFe6mhp3)

If you have already created a channel before, the Channels window then shows a channel list allowing you to apply changes to existing channels easily.&#x20;

![Channels List](/files/Bvsh1gcfBs4BmpaTth4S)

To create a new channel, simply click the *Create Channel* button. A popup will appear asking which Channel connection you want to create.

![Channel Options Available at RUM Work](/files/Wyo3pmSFsKOB8jU9X3xX)

Select the required Channel and click *Next*. Then, follow the next step to complete the connection. Check out other user guides to learn how you can create a channel for a specific chat platform option available at RUM Work.

### What's Next?

As you've learned how you can create and connect a channel, you can now proceed with creating different channels or adding team members to your RUM Work account.

{% content-ref url="/pages/VchiCqrbPAUPOE0VMpv4" %}
[Team](/settings/team)
{% endcontent-ref %}


# Channels Overview

RUM Work lets you manage your chat commerce through Channels.

### Introduction

The Channels available at RUM Work are a bridge that lets you connect different chat platforms to the RUM Work Chat. Using it, you can easily manage messages that you send and receive across multiple platforms.&#x20;

Currently, it supports 5 channel integrations:

![Channels in RUM Work](/files/feSfg6ffJroPSyBaS8aU)

1. [**WhatsApp**](/messaging-channels/whatsapp-integration)
   * Using [360dialog](/messaging-channels/whatsapp-integration/360dialog)
   * [Emma](/messaging-channels/whatsapp-integration/emma)
   * [Maytapi](/messaging-channels/whatsapp-integration/maytapi)
   * [Cloud API](/messaging-channels/whatsapp-integration/cloud-api)
2. [**Facebook**](/messaging-channels/facebook-integration)
3. [**Instagram**](/messaging-channels/instagram-integration)
4. [**WeChat**](/messaging-channels/wechat-integration)
5. [**Telegram**](/messaging-channels/telegram-integration)

### Channels Summary

By looking at the following table, you can understand more about the Channels supported at RUM Work.

<table><thead><tr><th width="149">Channels</th><th width="171" align="center"> </th><th width="112" align="center">Difficulty</th><th align="center">Time Needed</th><th width="247" align="right">Requirements</th></tr></thead><tbody><tr><td><strong>Facebook</strong></td><td align="center"><img src="/files/Yty4cF3owjoyO2kv7fPY" alt="" data-size="original"></td><td align="center">Easy</td><td align="center">5 mins</td><td align="right">Facebook Account, and a Facebook Page.</td></tr><tr><td>WhatsApp Using <strong>360dialog</strong></td><td align="center"><img src="/files/QKvXdUXPmzuNK6EnOatl" alt="" data-size="original">+<img src="/files/ICLfOUrhzQIq1cZzaPvA" alt="" data-size="original"></td><td align="center">Moderate</td><td align="center">1 to 2 working days</td><td align="right">A valid phone number not previously used with WhatsApp.</td></tr><tr><td>WhatsApp Using <strong>Emma</strong></td><td align="center"><img src="/files/QKvXdUXPmzuNK6EnOatl" alt="">+<img src="/files/eTRmJnIhVk42jLq5yBoB" alt=""></td><td align="center">Moderate</td><td align="center">1 to 2 working days</td><td align="right">A valid phone number not previously used with WhatsApp.</td></tr><tr><td>WhatsApp Using <strong>Maytapi</strong></td><td align="center"><img src="/files/QKvXdUXPmzuNK6EnOatl" alt="">+<img src="/files/UM2qZCYq6mEeF6q2zyMH" alt=""></td><td align="center">Easy</td><td align="center">5 mins</td><td align="right">A valid phone number used with WhatsApp.</td></tr><tr><td>WhatsApp Using <strong>Cloud API</strong></td><td align="center"><img src="/files/QKvXdUXPmzuNK6EnOatl" alt="">+<img src="/files/XZYZrRrpdy4G0UfyOHUU" alt=""></td><td align="center">Advanced</td><td align="center">15 - 30 mins</td><td align="right">Facebook Account, Meta Developer Account, a Facebook Page, live website and a valid phone number not previously used with WhatsApp.  </td></tr><tr><td><strong>Instagram</strong></td><td align="center"><img src="/files/ORpjXsBBKkfJ91xb6rmH" alt="" data-size="line"></td><td align="center">Easy</td><td align="center">5 mins</td><td align="right">Instagram Account and a Facebook Page.</td></tr><tr><td><strong>Telegram</strong></td><td align="center"><img src="/files/JVP9HbuF8lsq8W6d0eSn" alt="" data-size="line"></td><td align="center">Easy</td><td align="center">5 mins</td><td align="right">Account on Telegram</td></tr></tbody></table>


# WhatsApp Integration

RUM Work Channels let you connect with WhatsApp Business API and exchange messages with customers on WhatsApp. The integration is simple and quick but requires WhatsApp approval.

![](/files/gnafVN8m6QecT7sNCamH)

WhatsApp is among the most popular messaging platforms/applications, with over 2 billion active users. It also offers a business application version that allows businesses to answer customer queries. And with the help of WhatsApp Business API, you can integrate that into RUM Work and send, receive, and track WhatsApp messages effortlessly while managing other chat platforms simultaneously.

However, before integrating the WhatsApp Business API to RUM Work, there are a few things you need to do:

* First, Create a WhatsApp Business API using the partners supported at RUM Work.
* Once created the API, generate the User Token for the specific WhatsApp Channel you've created the API with.

{% hint style="info" %}
For instance, if you've created the WhatsApp Business API with [360Dialog](/messaging-channels/whatsapp-integration/360dialog), then use the 360Dialog Channel to integrate WhatsApp Business API to RUM Work. It will enable you to have personalized interactions with different customers through automated replies and more.
{% endhint %}

### Supported WhatsApp Providers

At RUM Work, you can utilize 4 channels at the moment to integrate WhatsApp Business API.&#x20;

<table><thead><tr><th width="132">Provider</th><th width="107">Type</th><th width="133">Monthly Fee</th><th width="118">Messaging Pricing</th><th width="118">Messaging Limit</th><th width="209">Sign Up Link</th></tr></thead><tbody><tr><td><a href="/pages/ICaj3MaCaZVFxuyjO8dZ">360dialog</a></td><td>Official</td><td>$25/number</td><td>Managed by Facebook</td><td>1K in 24HR Window</td><td><a href="https://hub.360dialog.com/lp/whatsapp/XuWWScPA">https://hub.360dialog.com/lp/whatsapp/XuWWScPA</a></td></tr><tr><td><a href="/pages/5Zybshi4Ij6lvAkMfxou">Emma</a></td><td>Official</td><td>Custom</td><td>Custom</td><td>1K in 24HR Window</td><td>Reach out to us at hello@rumwork.io</td></tr><tr><td><a href="/pages/2gcD3539AyaRgi9CliBI">Cloud API</a></td><td>Official</td><td>0</td><td>Managed by Facebook</td><td>1k in 24HR Winddow</td><td>-</td></tr><tr><td><a href="/pages/3EoloiABHbTMXPvdlEfP">Maytapi</a></td><td>Unofficial</td><td>$30</td><td>0</td><td>Max Fixed 6000 Messages/Day. Incoming Unlimited</td><td><a href="https://maytapi.com/">https://maytapi.com/</a></td></tr></tbody></table>

### WhatsApp Messaging Window

{% hint style="warning" %}
WhatsApp Business Platform has a Customer Service Window (24-hour) in which businesses can send both simple messages and [pre-approved templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates). Outside the customer service window, the business would require a message template.&#x20;
{% endhint %}

{% content-ref url="/pages/um5oYDTqi5OLXfoXyBOw" %}
[Message Templates](/messaging-channels/whatsapp-integration/cloud-api/cloud-api-templates)
{% endcontent-ref %}

The WhatsApp Business Platform works around two different categories of conversation:

1. **User-initiated** - When the user or customer sends the message to the business. The business can respond to the message with a simple message or message template within 24 hours. Once the window has expired, the business can only respond with a message template which will be counted as a **Business-initiated** conversation.
2. **Business-initiated** - When the business reaches out to the customer outside the 24-hour customer service window, its falls under the Business-initiated conversation. For a business-initiated conversation, a message template is required.

![WhatsApp Business Platforms Conversation Types](/files/ctIzEWw8cBQLbwlmyuGs)

### Official and Unofficial WhatsApp Business API

**Official WhatsApp Business API** is a valid and approved API from WhatsApp itself. And using the WhatsApp partners, you can avail of an official WABA account without following multiple steps. The official partners supported at RUM Work are,

* Emma.
* and 360dialog.

Cloud API is the official API platform from WhatsApp that involves multiple steps to register your number and access WhatsApp Business API. However, you can save time using the partners and get your WABA account quickly.

**Unofficial WhatsApp Business API** is not a partner provider of WhatsApp Business API. They use their own platform and APIs to help you connect your WhatsApp account.

The unofficial WhatsApp Business API provider supported at RUM Work is,

* Maytapi.

### Official WhatsApp Business API Prerequisites

Before you connect RUM Work Channel to Official WhatsApp Business API using our partners, ensure,

* You have a valid mobile number.
* An existing Meta Business Account (optional as you can create a new while during the process.)
* The mobile number is not already used for WhatsApp(Personal and Business).
* If you want to use the same WhatsApp Number you've previously used for Business, [follow this guide](/more-how-tos/how-to-delete-whatsapp-account) to learn how to delete the WhatsApp account.

Once you meet the above requirements, you can create and connect the RUM Work Channel.


# 360dialog

Create a RUM Work WhatsApp Channel by connecting to a 360dialog WhatsApp API and start interacting with customers/users over WhatsApp messages.

### Overview

![](/files/l7DEl2vUNXVTWwQnYLIY)

WhatsApp doesn't offer its API directly to businesses. However, 360dialog is an official WhatsApp API Provider. Therefore, through it, you can get a valid WhatsApp API account. In this guide, we'll assist you on how you can apply for a 360dialog WhatsApp API account and connect it to RUM Work.&#x20;

Once you do that, you'll be able to chat with customers over WhatsApp using our platform.

{% hint style="warning" %}
Before you proceed with the steps, know that through 360dialog, you can only respond to user queries or messages within 24 hours. This regulation is due to WhatsApp API's messaging window of 24 hours.
{% endhint %}

### 1) 360dialog - Embedded SignUp Process

To connect the RUM Work channel to 360dialog, you need to first create an account. The following steps will help you how to do that.

{% hint style="info" %}
Before you create the account, ensure,&#x20;

* You have a valid mobile number.
* An existing Meta Business Account (optional as you can create a new while during the process.)
* The mobile number is not in already used for WhatsApp. [Follow this guide](/more-how-tos/how-to-delete-whatsapp-account) to learn how to delete the WhatsApp account.
  {% endhint %}

{% hint style="success" %}
If you meet the above conditions, you can continue.
{% endhint %}

**To create a 360dialog account through the Embedded Signup process, visit the following link,**

{% hint style="success" %}
<https://hub.360dialog.com/lp/whatsapp/XuWWScPA>
{% endhint %}

* There you'll find the below form with different fields.

![360dialog Registration Form](/files/zTrWlhifQewo5I6E63rW)

* Carefully fill the form with correct information. The details needed are,
  * Your email address. (Not already connected to 360dialog.)
  * Your Full Name.
  * Your Company Name.
  * Set Account Password.
  * Enter Payment Details.

![Accepting Terms of 360dialog](/files/gEwUXGDHM1zVXk4iTBQ1)

* After entering the details, check ***I agree to the 360dialog Terms of Service, and to the 360dialog Price List***, and click **Accept Terms**.

### 2) Connect Your Facebook Business Account

![Connect Your Facebook Business Account](/files/YgOmL1R8dfB29j9LSKHm)

After accepting the terms a new dialog will appear, like the above, asking you to connect 360dialog to Facebook.&#x20;

* Click **Continue with Facebook**. A new mini tab will open,

![Facebook Connection Tab](/files/Mdam4lwt5L6CtTWMPlaS)

* If you're not logged in, then first you've to Log in to Facebook and then Continue with your account.
* Then, click **Get Started**.
* Further click Continue for the permissions,
  * WhatsApp Business Account Access.
  * Billing Management.
* Then select your Meta Business Account and click **Continue** for **Step 1 of 3: Create Your Meta and WhatsApp Business Account**.

{% hint style="info" %}

* If your account is missing some details, you need to provide them in order to complete the process.
  {% endhint %}

- On **Step 2 of 3: Create Your WhatsApp Business Profile**
  * Set WhatsApp Business Display Name and click **Continue.**
  * Select Business Category and click **Continue to Step 3**.
- On **Step 3 of 3: Verify Your WhatsApp Business Number**
  * Select Your Business Number
  * Or Register a new number and click **Send Code**.
- Select your verification method and click **Send Code**.
- Enter the code you've received and click **Verify**.
- Upon successful verification, you'll see a confirmation tab, click **OK**.

### 3) Generate API

Once you click OK, you'll be redirected to hub.360dialog.com. there, you see a popup completing the process.

![Welcome Notice at 360dialog](/files/a95LSgPT7uYcPgDdOoel)

After process completion, you'll see a new popup with the option to generate 360dialog API.

![Generating 360dialog API](/files/wIPBNx6JkVtmMFPBn2Mk)

Click **Generate API Key**. Once the API is generated, copy it, and save it to your cloud or local storage. Then, check *I've copied and stored the API key* and click **Continue**.

Then, it will ask you to open the Facebook Business account and verify the details.&#x20;

![Facebook Business Verification](/files/fU8VOjqTKmiAQpjVo2vV)

Click *Go to Facebook Business Manager,* and you'll be redirected to the Business Settings. If you've already verified the details, you can select the other option.

* On the Business Settings page, select the account.
* Then, go to **Business Info** (Bottom of the Left Tab.)
* Edit the following information,

![](/files/hcL79ih4rcS0BZcTt2iQ)

* Once done, click **Save**.

{% hint style="info" %}
Ensure you provide correct information, plus the website you mentioned is,

* Working&#x20;
* And have an explanation of the company's business model.
  {% endhint %}

### 4) Connect RUM Work

Go to Channels, then click **Configure** for 360Dialog.

![Creating 360dialog Channel Through Configure ](/files/rhNGGMJGcscfCdnHpbYr)

Or click *Create Channel* if there are channels already there.

![Create Channel for 360dialog](/files/VWnBLQXJEbOlQbLYfJOg)

Then select 360Dialog and click Next.

![360dialog Details Page](/files/tekl5zNRMppgPWlwIe5Q)

A popup will appear asking the following details,

* Title
* API Token
* Namespace
* and Mobile Number

For Title, you can use a recognisable name for the channel. For API Token, use what you've generated before.&#x20;

A Namespace is available at hub.360dialog.com. So, you have to revisit it, then select your account and scroll down to WhatsApp Business Account and copy the Namespace.

![Finding 360dialog Namespace](/files/PFfLMtgJQRq87LpGcrAQ)

Then, head back to RUM Work, and paste the Namespace in the field.

![Completing 360dialog Connection](/files/fq93HoQjghwsuvQGDrPa)

In the Number field, use the same you've used for creating the account. Once added, click **Finish**.

![360dialog Channel in the RUM Work Channels](/files/dAvzvVsPd0nGSj2WiULl)

And that's it; you've successfully created the RUM Work 360dialog Channel.

{% hint style="success" %}
Now, you can chat with customers over WhatsApp using the RUM Work platform.
{% endhint %}

### Channel Configuration

The additional options available for the Channel enable you to utilise it at its best.

![](/files/XGt5Y9wL3itMr8FR2YzI)

* **Details** - Using this access additional options to create Message Templates, [**Buttons/Options/Product Messages**](#button-options-product-messages), Store Settings, and more.&#x20;
* [**Manage Templates**](#set-up-message-template) - Directly access the controls to manage or create message templates.
* [**Store Settings**](#overview) - Configure payment partners and links for the channel.
* [**Manage Profile**](#manage-profile) - Make changes to the WhatsApp Business Profile.
* [**Edit** ](#more-options)- Access controls to edit channel; copy its id and more.

### Set Up Message Template

Refer to the following docs.

{% content-ref url="/pages/N6HEYUm3K87mvhniTBRe" %}
[Message Templates](/messaging-channels/whatsapp-integration/360dialog/message-templates)
{% endcontent-ref %}

### Button/Options/Product Messages

Refer to the following docs

{% content-ref url="/pages/u3V1CxUP3aB9Gif38LV3" %}
[Button/Options/Product Messages](/messaging-channels/whatsapp-integration/360dialog/button-options-product-messages)
{% endcontent-ref %}

### Store Settings

Please, explore the following doc to learn more about RUM Work WhatsApp Channel Store Settings.

{% content-ref url="/pages/F4nVgZKUewYvFbkw2wx4" %}
[Store Settings](/store-settings/whatsapp)
{% endcontent-ref %}

### Manage Profile

Using the Manager Profile option of your Cloud API WhatsApp Channel, you can change your business details for WhatsApp.

<figure><img src="/files/nVZCS3eDhPbwcYPQHQST" alt=""><figcaption></figcaption></figure>

Click on the Manage Profile, and it opens the Profile settings like the following,

<figure><img src="/files/EMHhRQlAAgngdcQq4G16" alt=""><figcaption></figcaption></figure>

Here, you can change your Profile Picture, Address, Description, Email, Website and Business Vertical from the available options,

* Automotive Beauty
* Spa and Salon&#x20;
* Clothing and Apparel&#x20;
* Education&#x20;
* Entertainment&#x20;
* Event Planning and Service&#x20;
* Finance and Banking&#x20;
* Food and Grocery&#x20;
* Public Service&#x20;
* Hotel and Lodging&#x20;
* Medical and Health&#x20;
* Non-profit Professional Services&#x20;
* Shopping and Retail&#x20;
* Travel and Transportation&#x20;
* Restaurant&#x20;
* Other&#x20;

Once done, click **Save Changes**.

### More Options

In addition to the Manage Templates, Store Settings, and Manage Profile, there are a few more options you can utilise.

![](https://1685557723-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FPwUAKMB3e4WVQQkcLJNq%2FMaytapi%20Channel%20More%20Options.png?alt=media\&token=7dd19682-7980-44c1-8f20-54570afbaa3e)

* **Edit** - It provides you with the option to change Channel Name; Add Webhook URL and Disconnection Alert Emails.

![](https://1685557723-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FBV9bk3c5C0Zd65MLnG18%2FEdit%20option%20of%20the%20Maytapi%20Channel.png?alt=media\&token=58247f1e-1fd9-49b5-9785-aaaca53b9def)

* **Delete** - Simply delete the channel.
* **Mark as Default** - You'll see this particular channel as the primary channel in the Chat.
* **Copy Channel ID** - Copy Channel ID without opening the Phone Settings.


# Message Templates

Message Templates are used to initiate business side conversations after the 24-hour Customer Service Window. To learn more about message templates, refer to the following doc.

{% content-ref url="/pages/YEy5TCNc3NUmJ5RKSMiJ" %}
[WhatsApp Message Templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates)
{% endcontent-ref %}

To create a Message Template for the Cloud API WhatsApp Channel, click **Manage Templates**.&#x20;

![Accessing Cloud API Message Templates Options](/files/id4IXN5ShjGhLHrkIgcH)

This will open the Message Templates window with an ACCOUNT\_UPDATE template created by Facebook by default.&#x20;

![Message Template Window](/files/5Qln5IfguurGfy0BtI4I)

The options available are,

* **Create WhatsApp Template** - Using this, you can access the builder to create a WhatsApp Message Template.
* **Synchronize with Facebook** - Sync RUM Work Templates with Facebook.
* **Delete the Message Template** <img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">
* **Duplicate the Message Template**<img src="/files/TtTodiG06sWUgBX62UOo" alt="" data-size="line">

### Create a Template

To create a Message Template, click **Create WhatsApp Template**.&#x20;

![](/files/aOq9GE0UUsnHG8Hs2fls)

A Create Message Template popup will come in which you get the options to,

![](/files/yFMovbs5LPw4pGkKZ4l8)

* Define Template Name - **Name**
* Select Category - **Category** (One Time Password, Transactional and Marketing)
* Choose Language - **Language**
* Set Template Header - **Header** (None, Text, Image, Video and Document)
* Add Body Text - **Body**
* Set Footer - **Footer(Optional)**
* Add Button Options - **Button(Optional)**

Now, first, define the Template name, then select a category and after that, choose a language. Ensure you select the language in which you'll add the body text. Otherwise, it will be rejected. Also, keep the template name in the lowercase with an underscore if you're going to add space like the following,

![](/files/TY69dTFS7mO3NgXOjYb2)

Then select your Header type from the available options,

![](/files/rvHAQrbq9E6dFworpa7z)

If you choose Text, add a variable that will be used as a placeholder for the template, which you'd replace with the correct information of the contact you'll send the template to. Plus, add the variable's example in the **Example Content for** the field.&#x20;

![](/files/6Dc0UksZu7WvR9hYoIGJ)

For instance, if you'd replace the variable placeholder with the contact's name, you can enter example content as Name to help Facebook verify the use of the template and approve it.

{% hint style="info" %}
If you set Header Text as, "*Hi,{{1}} your order has been received*," and Example content for {{1}} as "*Name*," then while sending the template message to the contact, replace variable to contact's name. The template header text would be, "*Hi, **Alex** your order has been received.*" &#x20;
{% endhint %}

![](/files/T3woCuSMUPIcyzDkHVcW)

If you choose Header type as Image, Video, or Document, you need to upload a sample file to help Facebook verify the use. It should be a sample file, not an original Image, Video, or Document detailing your contact.&#x20;

![](/files/DHSXpoUdvp50ewO7uC6E)

Once the file is uploaded, you can see it in the preview tab. After setting the Text, or uploading a file representing the Header, enter the text for your Body.&#x20;

![](/files/SIriPHyfKssIXPcvyiI5)

Ensure you add one variable at least in the Body. When you send the template message, these can be replaced by the correct information.&#x20;

![](/files/RKjxr9xSb2RGIiioHx6k)

If you'd like to add a Footer to the template, you can do that in the Footer Field, which is optional.&#x20;

### Button(s)

![](/files/quHiBFIXADteTnOVDVAv)

After the footer, you get the option to add buttons to your message template. The template support adding two types of buttons: **Call to Action** and **Quick Reply**.&#x20;

![](/files/9a6vVXVk8TnK56IZDYnS)

The Call to Action button lets you further add 2 buttons: **Call Phone Number** and **Visit Website**&#x20;

![](/files/x8S6BeeSkU6nqFSgiA9e)

And the Quick Replay button lets you add 3 buttons for the selected purpose.&#x20;

![](/files/KgQSy1WkgbKUIxFEAdog)

After adding all the details to the template, check its Preview, and if everything's fine, click **Submit For Approval**.&#x20;

![](/files/EG7DqKUsD4DOXMBmqcbT)

As soon as the template gets approved, you'll find it in the templates library like the above.&#x20;

### Using a Message Template

There are 2 ways to use a message template,

1. Using [Chat](/rum-work-modules/chat/send-message#send-template-message)
2. And using [Drip Campaign](/rum-work-modules/campaigns/drip-campaigns#template-message-for-drip-campaigns-step)

While using the template through one of the above methods, ensure you replace the variable with the correct information.

![](/files/njW5j5ztkuDqr8tWGWCA)

Simply select the Attribute Placeholder to replace the variable. And once you send the template, the message will pick the correct information, and it will look like the following.&#x20;

![](/files/fSknPkD6McavaNhyDERy)

That's it; you've successfully created a Message Template and learned how to use it.&#x20;


# Button/Options/Product Messages

Send interactive messages

Using the Buttons/Options/Product Messages option in the WhatsApp channel, send pre-built interactive messages like Buttons, Lists, and Single or Multi Product messages.

![](/files/dmfpBWiszUqigXOAh0hz)

Click **Details** → then open **Buttons/Options/Product Messages**.

![](/files/QZWfT4Gik1nL7LPod91V)

Then click **Create Interactive Message**. It will open the template builder, where you can define the template name and then select a Message Type,

![](/files/vMgEHcPxIFue2e3RqOn9)

There are 4 Message Types, and upon selecting each of them, you'd get different options.&#x20;

![](/files/Ijj2QhRdlYlv0VS3wMr3)

* [Buttons](#button)
* List
* Single Product Message
* and Multi Product Message

### Button

![](/files/SFgmXk5Dge5iBgULoSGR)

First, define the name of the template, then select message type as Button.&#x20;

![](/files/1oNTtSeUZtmlcpEn0IPr)

Then select your Header Type from the available options,

![](/files/EzP3wM41O0l15friIeBK)

If you choose Text, add a placeholder for the template, which will get replaced with the correct information when you send the template.&#x20;

![](/files/oLzF1WKa5A2yMvniiizt)

If you choose Header type as Image, Video, or Document, you need to upload a file. Click **Choose File** and select your file. &#x20;

![](/files/HQ5yGrq7BgCDjUpDBDyH)

Once the file is uploaded, you can see it in the preview section.&#x20;

![](/files/06kiF9uDDg6Dh4D0mOYn)

After setting the Text, or uploading a file representing the Header, enter the text for your Body with Placeholder.

![](/files/HnUcTv1f8CnX9zHLCyjb)

If you'd like to add a Footer to the template, you can do that in the Footer field, which is optional.&#x20;

![](/files/yxF8cOjBIeaKoyVeLAQ6)

After the footer, you get the option to add buttons to your message template.&#x20;

![](/files/dGUXnqwAxUtWq1tr2MBL)

Simply enter the Button Label, then change Button Callback ID, if needed. You can add another button by clicking the<img src="/files/FyMdBbety4yMN9WG1z0a" alt="" data-size="line">Plus Icon button.

![](/files/5l4bOYHfwD8qWkYuPHCn)

Once added the button and its detail, check the preview and if everything's correct, click **Save**. And that's it; you have created an interactive button message. Likewise, you can create other interactive messages.

### List

Likewise the Button interactive message, you can also create a List message. Simply select List at the place of the Button.

<figure><img src="/files/nAtjvaxfXSuct8f1cNhN" alt=""><figcaption></figcaption></figure>

This will provide you with the following options,

<figure><img src="/files/8qpxjUSfVH3Czh5cALbJ" alt=""><figcaption></figcaption></figure>

Similar to Button, you get common fields: Header, Body and Footer. What you get additionally is the List CTA Label, Section Title and Section Row.

<figure><img src="/files/n0cOeLU5NzVxoecc1ZWB" alt=""><figcaption></figcaption></figure>

First, enter the details in the Header, Body and Footer. Then, head over to the List options.

<figure><img src="/files/kyvDtaUSyQW79XD0vHnV" alt=""><figcaption></figcaption></figure>

Once done, see the preview, and everything is correct; click Save.

<figure><img src="/files/aLXGrKMVyYsVyATRmFXn" alt=""><figcaption></figcaption></figure>

When you send the List Interactive Message, your contact(s) will see the message and interact with it like the above.

### Single Product Message

In addition to [List](#list) and [Button](#button), you can send Product Messages if you've set your Catalog. Refer to the following docs to learn how to set up a Product Catalog for WhatsApp Channel in RUM Work.

{% content-ref url="/pages/covnnY2D2A8ZFfGZhxmp" %}
[Catalog Settings](/store-settings/whatsapp/catalog-settings)
{% endcontent-ref %}

So, in place of List or Button, select **Single Product Message**. This will allow you to send an interactive message only with a single product.

<figure><img src="/files/egEZkdApFvA9hk4V9l40" alt=""><figcaption></figcaption></figure>

Once selected, you get the following additional options,

<figure><img src="/files/X5oQqPJpKCyUoseggMYY" alt=""><figcaption></figcaption></figure>

Head to it and select the product you want to send with the message.&#x20;

<figure><img src="/files/JjC1YU7LETUiHYMyWWhg" alt=""><figcaption></figcaption></figure>

Once done, click Save.

### Multi Product Message

Using the Multi Product Message, you can send an interactive message that will allow your customers, to select a product from multiple choices. To create a multi-product message, first, select **Multi Product Message**.

<figure><img src="/files/ReSxtGqUBCaWBREerfBJ" alt=""><figcaption></figcaption></figure>

Then, enter the details for the Header, Body and Footer if you need to.

<figure><img src="/files/Elu3NZgRWE5bdbWPJPdV" alt=""><figcaption></figcaption></figure>

Once you're done with them, enter the section title and then click on **Add Products** to select products for the message.

<figure><img src="/files/piFvjgaFReWd5y7Av7YW" alt=""><figcaption></figcaption></figure>

After adding the products, you can add another section by clicking Add Section button. Otherwise, click **Save**.

<figure><img src="/files/hPQnxVV2dXDZKJyj1mQD" alt=""><figcaption></figcaption></figure>

When you'll send your contacts the multi product message, they interact with it like the above.

{% hint style="info" %}
Before creating Product Messages, ensure you've set up Product Catalog(s.)
{% endhint %}

{% content-ref url="/pages/covnnY2D2A8ZFfGZhxmp" %}
[Catalog Settings](/store-settings/whatsapp/catalog-settings)
{% endcontent-ref %}

### Using Buttons/Options/Product Message

Through [Chat Module](/rum-work-modules/chat/send-message#send-buttons-options-product-messages), you can use an interactive message easily.

{% content-ref url="/pages/PF4UsEx3uzNlcvuJh8mR" %}
[Send Message](/rum-work-modules/chat/send-message)
{% endcontent-ref %}

### Edit or Delete an Interactive Message

To edit and delete a particular interactive message template,

* Click on the<img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line">Edit Icon button to edit it.
* Or click on the<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">Delete Icon button to delete the template.


# Maytapi

Connect RUM Work to Maytapi Unofficial WhatsApp API to start communicating with customers over WhatsApp.

![Maytapi Unofficial WhatsApp API](/files/Ufoz8fh6FSVLoopHgvBu)

Maytapi Unofficial WhatsApp API for Developers allows you to connect your WhatsApp to RUM Work easily. It doesn't require approval from WhatsApp and only takes a few minutes to integrate both platforms. So, you don't have to wait to communicate with your customers on WhatsApp using the RUM Work platform.

Simply follow the below steps to create a RUM Work Maytapi Channel for WhatsApp.

{% hint style="success" %}
You can use either WhatsApp Business or Personal number to utilize the Maytapi Unofficial WhatsApp API.
{% endhint %}

{% embed url="<https://youtu.be/-YbQvlF15oI>" %}

Prefer watching a video? Then hit the play button above. Or, continue with the following.

### Step 1 - Sign Up for Maytapi Unofficial WhatsApp API

Visit [Maytapi](https://maytapi.com/) to register and create your account by clicking the *Start Free Trial*.

![Maytapi Platform](/files/RzcL37g8YtPP4OZ8i6xz)

This will open a new page asking for a few details to register on the Maytapi platform.&#x20;

![Registering at Maytapi](/files/jO8xomyed1iDkPGIfqTp)

Enter the details, accept the Terms of Service and Privacy Policy, and continue by tapping the *Register* button. As soon as you click the button, the platform will create your account and show a popup asking you to Logout or Start Trial.

![](/files/3oowNyNgzrxvb5aHwMnr)

Click *Start Trial* and you'll enter the platform like the following.

![Maytapi New Registration](/files/FcVewOEAtMtd9Kk8solb)

### Step 2 - Add a New Phone to Maytapi

For Maytapi RUM Channel to work, you must first add a new phone to the Maytapi interface. And to do that,

* Click *Add New Phone* in your Maytapi window. This will take a few moments to generate the instance.&#x20;

![](/files/lXHKprDoGgTMEM52Nm1p)

Once the process is completed, move to Step 3.&#x20;

### Step 3 - Create a Maytapi Channel at RUM Work for WhatsApp

Now, to connect Maytapi Unofficial WhatsApp API to RUM Work, you need to create a channel. This will allow you to communicate with customers over WhatsApp from RUM Work. To do that, first,&#x20;

* Login to RUM Work.&#x20;
* Then, go to **Channels**.&#x20;
* There, click **Configure** for the Maytapi channel. Or you can click, *Create Channel* if there are already channels.

![Configuring Maytapi Channel](/files/6pNNWtUjVXh29LVrhGI3)

Upon clicking the Configure button, a popup will appear asking for a few details to finish creating the channel.&#x20;

![Maytapi Channel Information Required by RUM Work](/files/oUi8s5gChXnB7oSUGb4V)

The details are,

* Title = you can set the title as you want to recognise the channel.
* Product ID.
* Product Token.
* And Phone ID.

Apart from the Title, for the remaining details, you need to open the Maytapi platform, where you've just added a new phone.

In the Maytapi account, go to the **Product ID & Token**, and copy the details.&#x20;

![](/files/TH3eqZwbsuG6pPeWGFJh)

For Phone ID, go to the **Phones**, and copy the ID mentioned in the *Registered Phones* section.&#x20;

![](/files/W6xTUeCgR1CB50Nhu55W)

Once you've got all the details, head back to RUM Work, and enter them where they're needed.

![](/files/gJ4LAFBedZb1Rwcecc8s)

{% hint style="info" %}
You need to repeat the steps to copy and paste the details one by one, individually. First, for the Product ID, then Token, and in the end, Phone ID.
{% endhint %}

After entering all the details, you can click *Finish*, and that's it; you've created the Maytapi Unofficial WhatsApp API channel.&#x20;

![](/files/B7UVj83CRou4lHDoJLuh)

However, it's not connected to the WhatsApp account you're using. So, for that, you need to follow a few more steps.&#x20;

* Click on the **Details** button on your channel.&#x20;

![Accessing RUM Work Maytapi Channel's Phone Settings](/files/uqMPwhy87JFrfSrc9PFo)

This will open the Phone Settings where you can see the WHATSAPP WEB banner.&#x20;

![QR Code to Connect WhatsAPP to RUM Work](/files/6OwKZYC4UB6zXBOt5z1y)

You need to scan the code visible in the banner from your mobile application. Follow the below steps to learn how to scan a QR code in WhatsApp to use it on a computer.

1. Open WhatsApp → tap [**More options**](https://faq.whatsapp.com/android/troubleshooting/finding-the-more-options-icon)<img src="https://scontent.whatsapp.net/v/t39.8562-34/118117430_995065920932265_1336446442210986426_n.jpg?stp=cp0_dst-jpg_e10_p50x50&#x26;ccb=1-7&#x26;_nc_sid=8a74b9&#x26;_nc_ohc=TMWashz5jlwAX9N_zzW&#x26;_nc_ht=scontent.whatsapp.net&#x26;oh=01_AVyM8UTti6ExrcYyWJ1UIeWcBrQ2bIFVuj_BZmqe03-8wQ&#x26;oe=62C97BDF" alt="" data-size="line"> → **Settings**. The main settings of your WhatsApp application.
2. Tap the **QR** icon (top right corner) displayed next to your name.
3. Select **SCAN CODE**.
4. Hold your device over the QR code to scan.
5. An alert will appear, *Device login code detected*, select **CONTINUE**.
6. Click **LINK A DEVICE.**
7. And scan the code again to complete the linking.

After successfully linking your WhatsApp to RUM Work Maytapi Channel, you'll be able to see your WhatsApp conversations.

![WhatsApp Web Screen in RUM Work](/files/iAQVsGE6KkO0Qt2Px6Qc)

And that's it; you've created a WhatsApp Channel in RUM Work using the Maytapi Unofficial WhatsApp API.

![Connected Maytapi RUM Work WhatsApp Channel](/files/nL9ghi05E6METEm1s9CR)

You'll see the *Connected* status in your Channels window, ensuring you can now communicate with your customers through the RUM Work Chat interface.

### Channel Configuration

Utilise additional settings of the Maytapi channel to optimize its use.

#### Phone Settings

The Phone Settings of the Maytapi Channel lets you align the WhatsApp API correctly. To access it, go to **Details** on the channel.

![Opening RUM Work Maytapi Channel's Phone Settings](/files/9YIFtrQOuJovynsCdGY1)

This will open the following window with the WhatsApp screen and other controls.

![](/files/X8NOMqotTfF5lxvtISdJ)

Here, you can view the Channel ID and copy it using the Copy icon.&#x20;

![Phone Settings Other Controls](/files/JUXFWJtC8xxNtPm2kwoA)

Other controls let you perform actions as follows,&#x20;

* <img src="/files/eHeDHUiqc2ncujRxUSFE" alt="" data-size="line"> = **Restart API Instance**: Use it to Refresh the connectio&#x6E;**.**
* <img src="/files/NrUWhJOacecWJEYuZZAF" alt="" data-size="line"> = **Sync Contacts.**
* <img src="/files/9Mvh4vBiYZD32E7MYZfq" alt="" data-size="line"> = **Sync Messages**.
* <img src="/files/VbaUwFGBrE4pZ59x5jmp" alt="" data-size="line"> = **Logout**: Use it to log out from the current WhatsApp connection.
* <img src="/files/kpgyqXjVUmfS8NqWKUqq" alt="" data-size="line"> = **Delete Channel**.

#### Store Settings

Through WhatsApp chat, if you want to process orders and payments, you can utilize the WhatsApp Store Settings. To access the controls, click on **Store Settings**.

![](/files/4W2AKQZNy9HZ85dA6o0c)

This will open the following window with several fields and options.

![](/files/JoQLWwEw225kgQXbdu67)

The options available are,

![](/files/KetitlHGAgHL8J4uBvVs)

* **Select Payment Partner** - This allows you to choose the payment processor.&#x20;

![](/files/7WKJ8vYTMDRUIijtZt5l)

* **Select Default Currency** - What currency do you want to charge your customers: *USD or HKD*.

![](/files/EUhBqwUVuYD8KcJkBVng)

* **Test Mode or Live Mode** - The payment processor offers Live and Test Mode keys. Using this option, you can put the store on either Live or Test mode. If you're testing the payment processor, use the Test mode and its keys. Otherwise, choose the Live Mode.

![](/files/MMqcqdyuefbmyEJSDFM8)

* **Stripe Publish Key** - Use it to enter your Stripe Publish Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).
* **Stripe Secret Key** - Use it to enter Stripe Secret Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).

![](/files/GM7AC7dGreGy7A3nudAh)

If you've selected Yedpay as your Payment Partner, you'll get the following fields:

* **Yedpay Store ID** - Use it to enter your Yedpay Store ID based on the mode. Get your Yedpay Store ID [here](https://merchant.yedpay.com/admin/stores).
* **Yedpay Access Token** - Use it to enter your Yedpay Access Token based on the mode. Get your Yedpay Access Token [here](https://merchant.yedpay.com/user/my-personal-token).

![](/files/W1kieHe4SZ5zAMGWt4kx)

If you've selected Mpay as your Payment Partner, you'll get the following fields:

* **Select Language** - In what language do you want to enter Mpay details: English/Traditional Chinese/Simplified Chinese.
* **Mpay Merchant ID** - Based on the mode, enter your Merchant ID.&#x20;
* **Mpay Terminal ID** - Based on the mode, enter your Terminal ID.
* **Mpay Secure ID** - Based on the mode, enter your Secure ID.

![](/files/8EwVA8OJ60i6fse03atb)

* **Payment Success Message**.
* **Payment Failed Message**.
* **Payment Default Message**.

Use the above fields to send customers pre-defined messages based on the payment status.

![](/files/U6BfrxqHfeYCSlOj6XW9)

Once you're done with the customization, click **Save Payment Settings**.

#### Manage Templates

Different customers often reach out with the same queries, and answering them repeatedly could become overwhelming. Therefore, create Message Templates, and when customers reach out, simply use them.

To create your message templates, click on **Manage Templates**.

![](/files/PhqCtdGlwGahcQ4qzIcC)

A new window will appear with a **Create Message Template** button.

![](/files/CgCwuU4BtW41ZAFD35ws)

Simply click on it and it will bring a popup to create the template.&#x20;

![](/files/pB39YBxZC57iMMI5hRBn)

Here, name your template. Insert placeholders to personalise the message. Edit the message or fill the text around placeholders. Use a File, and even provide customers with an option to unsubscribe.

![](/files/Wz8la5mV9zdinoX1kzHu)

Once done with the template, click Save, and it will be shown to the message templates library.

#### More Options

In addition to the [Phone Settings](#phone-settings), [Store Settings](#store-settings) and [Message Templates](#manage-templates) there are a few more options you can utilise.

![](/files/RexoYeYsbNN3Mp0v209N)

* **Edit** - It provides you with the option to change Channel Name; Add Webhook URL and  Disconnection Alert Emails.&#x20;

![](/files/MX23Zq8UZWBT70LvIRSY)

* **Delete** - Simply delete the channel.
* **Mark as Default** - You'll see this particular channel as the primary channel in the Chat.
* **Copy Channel ID** - Copy Channel ID without opening the Phone Settings.


# RUM API

Connect RUM Work to RUM Unofficial WhatsApp API to start communicating with customers over WhatsApp.

RUM Unofficial WhatsApp API for Developers allows you to connect your WhatsApp to RUM Work easily. It doesn't require approval from WhatsApp and only takes a few minutes to integrate both platforms. So, you don't have to wait to communicate with your customers on WhatsApp using the RUM Work platform.

Simply follow the below steps to create a RUM Work RUM Channel for WhatsApp.

{% hint style="success" %}
You can use either WhatsApp Business or Personal number to utilize the RUM Unofficial WhatsApp API.
{% endhint %}

## Step 1 - Create RUM Unofficial API Channel

Now, to connect RUM Unofficial WhatsApp API to RUM Work, you need to create a channel. This will allow you to communicate with customers over WhatsApp from RUM Work. To do that, first,&#x20;

* Login to RUM Work.&#x20;
* Then, go to **Channels**.&#x20;
* There, click **Configure** for the Whatsapp channel. Or you can click, *Create Channel* if there are already channels.

<figure><img src="/files/858EKOTcz27MY3AejpBJ" alt=""><figcaption></figcaption></figure>

Upon clicking the Configure button, a popup will appear asking for a few details to finish creating the channel.&#x20;

<figure><img src="/files/h1hJpfEetU7AmpN2aLC6" alt=""><figcaption></figcaption></figure>

The details are,

* Title = you can set the title as you want to recognise the channel.

Once you've got all the details, head back to RUM Work, and enter them where they're needed.

{% hint style="info" %}
You need to repeat the steps to copy and paste the details one by one, individually. First, for the Product ID, then Token, and in the end, Phone ID.
{% endhint %}

After entering all the details, you can click *Finish*, and that's it; you've created the RUM Unofficial WhatsApp API channel.&#x20;

<figure><img src="/files/fSySdTNENgH2QuAYQAQQ" alt=""><figcaption><p>Created RUM Unofficial Channel</p></figcaption></figure>

However, it's not connected to the WhatsApp account you're using. So, for that, you need to follow a few more steps.&#x20;

* Click on the **Details** button on your channel.&#x20;

This will open the Phone Settings where you can see the WHATSAPP WEB banner.&#x20;

![QR Code to Connect WhatsAPP to RUM Work](/files/6OwKZYC4UB6zXBOt5z1y)

You need to scan the code visible in the banner from your mobile application. Follow the below steps to learn how to scan a QR code in WhatsApp to use it on a computer.

1. Open WhatsApp → tap [**More options**](https://faq.whatsapp.com/android/troubleshooting/finding-the-more-options-icon)<img src="https://scontent.whatsapp.net/v/t39.8562-34/118117430_995065920932265_1336446442210986426_n.jpg?stp=cp0_dst-jpg_e10_p50x50&#x26;ccb=1-7&#x26;_nc_sid=8a74b9&#x26;_nc_ohc=TMWashz5jlwAX9N_zzW&#x26;_nc_ht=scontent.whatsapp.net&#x26;oh=01_AVyM8UTti6ExrcYyWJ1UIeWcBrQ2bIFVuj_BZmqe03-8wQ&#x26;oe=62C97BDF" alt="" data-size="line"> → **Settings**. The main settings of your WhatsApp application.
2. Tap the **QR** icon (top right corner) displayed next to your name.
3. Select **SCAN CODE**.
4. Hold your device over the QR code to scan.
5. An alert will appear, *Device login code detected*, select **CONTINUE**.
6. Click **LINK A DEVICE.**
7. And scan the code again to complete the linking.

After successfully linking your WhatsApp to RUM Work RUM API Channel, you'll be able to see your WhatsApp conversations.

![WhatsApp Web Screen in RUM Work](/files/iAQVsGE6KkO0Qt2Px6Qc)

And that's it; you've created a WhatsApp Channel in RUM Work using the RUM Unofficial WhatsApp API.

<figure><img src="/files/MDQjDRfb1vuoTZbGZZhO" alt=""><figcaption></figcaption></figure>

You'll see the *Connected* status in your Channels window, ensuring you can now communicate with your customers through the RUM Work Chat interface.

### Channel Configuration

Utilise additional settings of the RUM API channel to optimize its use.

#### Phone Settings

The Phone Settings of the RUM API Channel lets you align the WhatsApp API correctly. To access it, go to **Details** on the channel.

<figure><img src="/files/Bgfm5sFJtWD2A0JUJNU8" alt=""><figcaption></figcaption></figure>

This will open the following window with the WhatsApp screen and other controls.

![](/files/X8NOMqotTfF5lxvtISdJ)

Here, you can view the Channel ID and copy it using the Copy icon.&#x20;

![Phone Settings Other Controls](/files/JUXFWJtC8xxNtPm2kwoA)

Other controls let you perform actions as follows,&#x20;

* <img src="/files/eHeDHUiqc2ncujRxUSFE" alt="" data-size="line"> = **Restart API Instance**: Use it to Refresh the connectio&#x6E;**.**
* <img src="/files/NrUWhJOacecWJEYuZZAF" alt="" data-size="line"> = **Sync Contacts.**
* <img src="/files/9Mvh4vBiYZD32E7MYZfq" alt="" data-size="line"> = **Sync Messages**.
* <img src="/files/VbaUwFGBrE4pZ59x5jmp" alt="" data-size="line"> = **Logout**: Use it to log out from the current WhatsApp connection.
* <img src="/files/kpgyqXjVUmfS8NqWKUqq" alt="" data-size="line"> = **Delete Channel**.

#### Store Settings

Through WhatsApp chat, if you want to process orders and payments, you can utilize the WhatsApp Store Settings. To access the controls, click on **Store Settings**.

![](/files/4W2AKQZNy9HZ85dA6o0c)

This will open the following window with several fields and options.

![](/files/JoQLWwEw225kgQXbdu67)

The options available are,

![](/files/KetitlHGAgHL8J4uBvVs)

* **Select Payment Partner** - This allows you to choose the payment processor.&#x20;

![](/files/7WKJ8vYTMDRUIijtZt5l)

* **Select Default Currency** - What currency do you want to charge your customers: *USD or HKD*.

![](/files/EUhBqwUVuYD8KcJkBVng)

* **Test Mode or Live Mode** - The payment processor offers Live and Test Mode keys. Using this option, you can put the store on either Live or Test mode. If you're testing the payment processor, use the Test mode and its keys. Otherwise, choose the Live Mode.

![](/files/MMqcqdyuefbmyEJSDFM8)

* **Stripe Publish Key** - Use it to enter your Stripe Publish Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).
* **Stripe Secret Key** - Use it to enter Stripe Secret Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).

![](/files/GM7AC7dGreGy7A3nudAh)

If you've selected Yedpay as your Payment Partner, you'll get the following fields:

* **Yedpay Store ID** - Use it to enter your Yedpay Store ID based on the mode. Get your Yedpay Store ID [here](https://merchant.yedpay.com/admin/stores).
* **Yedpay Access Token** - Use it to enter your Yedpay Access Token based on the mode. Get your Yedpay Access Token [here](https://merchant.yedpay.com/user/my-personal-token).

![](/files/W1kieHe4SZ5zAMGWt4kx)

If you've selected Mpay as your Payment Partner, you'll get the following fields:

* **Select Language** - In what language do you want to enter Mpay details: English/Traditional Chinese/Simplified Chinese.
* **Mpay Merchant ID** - Based on the mode, enter your Merchant ID.&#x20;
* **Mpay Terminal ID** - Based on the mode, enter your Terminal ID.
* **Mpay Secure ID** - Based on the mode, enter your Secure ID.

![](/files/8EwVA8OJ60i6fse03atb)

* **Payment Success Message**.
* **Payment Failed Message**.
* **Payment Default Message**.

Use the above fields to send customers pre-defined messages based on the payment status.

![](/files/U6BfrxqHfeYCSlOj6XW9)

Once you're done with the customization, click **Save Payment Settings**.

#### Manage Templates

Different customers often reach out with the same queries, and answering them repeatedly could become overwhelming. Therefore, create Message Templates, and when customers reach out, simply use them.

To create your message templates, click on **Manage Templates**.

![](/files/PhqCtdGlwGahcQ4qzIcC)

A new window will appear with a **Create Message Template** button.

![](/files/CgCwuU4BtW41ZAFD35ws)

Simply click on it and it will bring a popup to create the template.&#x20;

![](/files/pB39YBxZC57iMMI5hRBn)

Here, name your template. Insert placeholders to personalise the message. Edit the message or fill the text around placeholders. Use a File, and even provide customers with an option to unsubscribe.

![](/files/Wz8la5mV9zdinoX1kzHu)

Once done with the template, click Save, and it will be shown to the message templates library.

#### More Options

In addition to the [Phone Settings](#phone-settings), [Store Settings](#store-settings) and [Message Templates](#manage-templates) there are a few more options you can utilise.

![](/files/RexoYeYsbNN3Mp0v209N)

* **Edit** - It provides you with the option to change Channel Name; Add Webhook URL and  Disconnection Alert Emails.&#x20;

![](/files/MX23Zq8UZWBT70LvIRSY)

* **Delete** - Simply delete the channel.
* **Mark as Default** - You'll see this particular channel as the primary channel in the Chat.
* **Copy Channel ID** - Copy Channel ID without opening the Phone Settings.


# Cloud API

Connect RUM Work to cloud-hosted version of the WhatsApp Business Platform, and chat with customers over WhatsApp.

### Overview

Cloud API from Meta is an official API to allow developers and businesses to use WhatsApp Business APIs for sending and receiving messages over WhatsApp without hosting their own servers. Using this, you can manage up to 80 messages (combined both sent and received) per second, including text and media.

This guide will help you connect RUM Work Channel to Cloud API and initiate the conversation, send notifications, purchase updates, and more.

{% hint style="warning" %}
To follow this guide, ensure you have an active Meta Developer account.
{% endhint %}

{% embed url="<https://youtu.be/nWMTFKzALbM>" %}

Prefer watching a video? Then hit the play button above. Or, continue with the following.

### 1) Create a WhatsApp Application

To create a WhatsApp application, first, go to Meta for Developers ([https://developers.facebook.com](https://developers.facebook.com/)), then head over to My Apps.

![Meta for Developers](/files/vkH2tgS7OrqAzXsjCfxV)

Then, on the apps page, click **Create App**.

![Create App](/files/UWGMj4RNCjjmh8xImjju)

This will open a new page, where you've to select your app type.&#x20;

![Selecting WhatsApp Application Type](/files/LpU916PpvZ8BfKr8wNbp)

Select **Business** and then click *Next*. On the next page, you need to enter details for the application. Make sure you add the correct information to avoid suspension or blocking of the app.&#x20;

The details it needs are,

* Display name - It's the name that'll help recognise your app in the app library.
* App contact email - The email which will Meta use to notify about different events related to your app.
* Business Account - The manager who'll have complete control over the app.

![App Details Page](/files/hrloqLZrDu9AqzJKg6Gf)

Enter the details as applied, then select your Business Manager and click *Create app*.

{% hint style="info" %}
An email will be sent to the email address you've added. Make sure you verify the account using the link mentioned in it.
{% endhint %}

### 2) Add Products to Your App

As soon as you click the Create app button, it will redirect you to the following page. Here, you can see different options that you can utilise for your app.

![Add Products to Your App Screen](/files/SZQbJTABi8eXT2ylWeGy)

Now, on this page, you've to scroll down a bit and click **Set up** for WhatsApp.

![WhatsApp to Set Up as Application](/files/eWbHynUu6tkuj6OAywD1)

A new page will come up asking you to confirm details for WhatsApp Business Platform API. Check your details and then click **Continue**.

![Continue With WhatsApp Business Platform API](/files/98rU0rlE4jriF3U7rIdQ)

As you continue, the Getting started page will open with a temporary access token, test number and more.

![](/files/ERH0uVjsCSlwdtkTl8hT)

Here, scroll down and click on **Add Phone Number**. This will bring a popup to fill in your business information.&#x20;

![Business Information Form](/files/9UCiuDEwfLgTd3GyMJ7O)

You need to fill,

* Legal Business Name
* Business Email
* Country
* And Business Website

After entering the details, click *Next*, and it will bring fields to create a WhatsApp Business profile.

![Fields to Create a WhatsApp Business Profile](/files/1sxFbV91nDDErJYPXUCd)

The details now it needs are,

* WhatsApp Business Profile display name
* Timezone
* Category
* And Business description

Simply enter the details and click *Next*. This time it will bring the field to enter your phone number.

![Adding Phone Number for WhatsApp](/files/ycdIBvgLQhUFqcO8j7Cv)

First, select your country code, then enter the number. After that, choose how you want to verify it, and then click *Next*.

![Verifying the Number](/files/6Nu9asF2RT26YYjmYbjd)

Enter the code you've received and then click **Next**. Once the number is verified, you must check whether you're WhatsApp Business profile is created or not. To do that, go to the *Send and receive messages* section on this page.

![From Field to Test the Number](/files/oKgm8MZFWjUFYbUZyJwH)

Then, select **Test Number** in the *From* field. Or you can continue with the default.

![To Number Field](/files/ritYtasnPWOKirtcTfHG)

In the **To** field, enter the number you want to send the test message.&#x20;

![Sending a Test Message](/files/hqOySGpk7c0Yuf1OgJEJ)

Once both numbers are added, click **Send message**.&#x20;

![Test Message](/files/ryzOxaII1IpBUAZmTyYE)

If the number you've added for the WhatsApp Business Profile is working, the recipient will get the test message like the above. It means, your number is verified and you can continue with the setup.

### 3) WhatsApp Business Profile Verification&#x20;

Before you further proceed with steps to create a RUM Work Channel connected to Cloud API, it's must you verify the business profile first. And to do so, you've to visit <https://developers.facebook.com/>, select My Apps, and then click on the Business name.

![Accessing Business Manager Account](/files/K9hvuMG7IB4qxVqFFZ8M)

On the Business Settings page, scroll down the left tab and select Business Info.

![Accessing Business Info](/files/5otH6nd4NMgVHKTLDbZ2)

Then, on the Business information page, add information in the Business details section.

![Business Details Page](/files/IT67Rmkv9Zt96FWTMCX5)

Once added the required information, you can continue with the next step.

### 4) Create a RUM Work Cloud API Channel

You've created a WhatsApp Business Profile, now you can connect RUM Work to it. In order to do so, log in to your RUM Work account, then go to Channels, and click **Configure** for Cloud API.

![Creating Cloud API Channel Through Configure](/files/9nqr4ijdHl18bBRnnWkB)

Or you could click *Create Channel* if there are channels already in the list.

![Create Channel Option](/files/cuaVfieVKWAagHYFpVRC)

As soon as you click the Next button, a popup will appear with several fields. In those fields, you've to set Channel Title, System User Access Token and Business Manager ID.&#x20;

![](/files/EO7ZXpBv30ekBWSgQHtk)

For Title, you can set anything that will help you recognise the channel. For System User Access Token, you've to access your WhatsApp Application to generate it using the *Webhook URL* and *Verify Token* mentioned in the above channel details.

#### Edit Webhook Callback URL and Verify Token

First, go to <https://developers.facebook.com/apps/>, then select the app.

![](/files/HX9GcthoBPunngRp9mpP)

This will open the app dashboard like the following. There, click on WhatsApp and select Configuration.

![](/files/3r6nHsdzbNWktmLLl0kl)

Then, on the Configuration page, click **Edit** in the Webhook section.

![Configuration Page Webhook Edit](/files/YrQXngjMayxuK1jrce5z)

This will open the following Webhook's callback URL popup.

![](/files/cvWIpUtZZ2Hn8LBPSIoL)

Here, you need to paste the values available in the Channel Details at RUM Work.&#x20;

![Copying Webhook URL and Verify Token Value](/files/kYfbkWJeiqqCzgHvgXEz)

First copy the Webhook URL, then Verify Token and paste them into the Webhook's callback URL. You've to copy and paste the values individually.

![Adding Values to the Webhook Callback URL](/files/qlYwJs27hcJLYPyNCaog)

Once added both the values click on **Verify and save**. After saving the webhook URL, click **manage** to select webhook fields.

![Subscribing to Webhook Fields](/files/u0eOA2S6oAAJo7YnfizE)

You'll see multiple webhook fields. *Subscribe* to all and then click **Done**. After this, you'll see your subscribed webhook fields in the configuration section.

![Subscribed Webhook Fields](/files/TrmlmrbLeYeNQsSb0GHZ)

Now, you can generate the System User Access Token

#### Generating System User Access Token

To generate the System User Access Token for Cloud API Channel at RUM Work, you need to go to <https://business.facebook.com/settings/>, there select the Business account manager you've used to create the WhatsApp application.

![Selecting Business Account Manager](/files/xw6nPCaai57r1nDpRLc5)

Based on your selection, it will open the Meta Business Settings. There, you'll have to go to the Users → System Users → click **Add**.

![Adding a System User](/files/y0WUc93cMNEHN8TFOyH8)

It will open a terms modal, simply click **I Accept**, then **Done** and on the next window, enter details as,

* System Username - The name you want to assign to this user.
* System User Role - Admin.

![](/files/ElKuFCVc7OTcVEq8zXln)

Once given the username and assigned the Admin role, click **Create System User**. This will take a few moments to create the system user. Once the user has been created it will ask you to accept the terms.&#x20;

So, click **I Accept** then **Done**, and you'll have your System User page as the following.

![Adding Assets](/files/mWMdhBb1CLcpYlsCna7w)

Here, click **Add Assets**.

An assigning assets popup will come for the System User in which you have to select **Apps** → **select the App** → **Toggle everything to YES** → then click **Save Changes** → **Done**.

![Assigning Asset to the System User](/files/WgIkfpbSSGnlnLCLAush)

Once you finish assigning the asset, you can see the app in the System User Account.&#x20;

![](/files/ebvVqq9AcQqZzXVI96xQ)

Now to generate the System User Access Token, click **Generate New Token**.&#x20;

![Generate New Token](/files/D4sirNdongDcUr52kkf3)

Then select the App,

![Selecting the App to Generate the Token](/files/kr3NPVfuEQDPlWwQ6VPQ)

And once you select it, you'll find different permissions from which you have to select,

* business\_management
* whatsapp\_busines&#x73;*\_messaging*
* whatsapp\_business\_management

![](/files/MkIjARxTkn2QqZeVGZXk)

After selecting the permissions, click **Generate Token**. This will bring the access token which you have to copy and save on your cloud storage or local system. Once copied, click OK.

![Copying Access Token](/files/7bFm0oXZy2cZziUkidUA)

Now, head back to RUM Work, and paste the access token in the System User Access Token Field.

![Pasting Access Token](/files/y5gWu9KiOB3FpLLEOYYg)

Then, visit the System User again, and copy the business id from the URL.&#x20;

![Copying Business Manager ID](/files/Yg5QXagcYBftP3pyCT63)

Head back to RUM Work again and paste the Id in the Business Manager ID field. Then, click **Fetch Numbers**.

![Adding Business Manager ID and Fetching Phone Numbers](/files/LVEYvig9UW7ctnOaTAKw)

This will showcase the WhatsApp Business Accounts and the Phone Numbers Associated with them.

![WhatsApp Business Account and Phone Number](/files/ay5lB0p2CJJUooTpTzYF)

Confirm the details or select a different account and number, then click **Finish**. That's it; you've successfully created a RUM Work Channel and connected it to Cloud API.

![](/files/1P058KM7GGxDfuLazzmc)

{% hint style="success" %}
Now, you can chat with customers over WhatsApp using the RUM Work Channel. However, you'll only be able to send and receive up to 1,000 free messages monthly. To increase the limit, you've to add a payment method.
{% endhint %}

### Channel Configuration

The additional options available for the Channel enable you to utilise it at its best.

![](/files/XGt5Y9wL3itMr8FR2YzI)

* **Details** - Using this access additional options to create Message Templates, [**Buttons/Options/Product Messages**](#button-options-product-messages), Store Settings, and more.&#x20;
* [**Manage Templates**](#set-up-message-template) - Directly access the controls to manage or create message templates.
* [**Store Settings**](#store-settings) - Configure payment partners and links for the channel.
* [**Manage Profile**](#manage-profile) - Make changes to the WhatsApp Business Profile.
* [**Edit**](#more-options) - Access controls to edit channel; copy its id and more.

### Set Up Message Template

Refer to the following docs.

{% content-ref url="/pages/um5oYDTqi5OLXfoXyBOw" %}
[Message Templates](/messaging-channels/whatsapp-integration/cloud-api/cloud-api-templates)
{% endcontent-ref %}

### Button/Options/Product Messages

Refer to the following docs

{% content-ref url="/pages/pESVdw0caU7KWQ5PPTJB" %}
[Button/Options/Product Messages](/messaging-channels/whatsapp-integration/cloud-api/cloud-api-button)
{% endcontent-ref %}

### Store Settings

Please, explore the following doc to learn more about RUM Work WhatsApp Channel Store Settings.

{% content-ref url="/pages/F4nVgZKUewYvFbkw2wx4" %}
[Store Settings](/store-settings/whatsapp)
{% endcontent-ref %}

### Manage Profile

Using the Manager Profile option of your Cloud API WhatsApp Channel, you can change your business details for WhatsApp.

<figure><img src="/files/nVZCS3eDhPbwcYPQHQST" alt=""><figcaption></figcaption></figure>

Click on the Manage Profile, and it opens the Profile settings like the following,

<figure><img src="/files/EMHhRQlAAgngdcQq4G16" alt=""><figcaption></figcaption></figure>

Here, you can change your Profile Picture, Address, Description, Email, Website and Business Vertical from the available options,

* Automotive Beauty
* Spa and Salon&#x20;
* Clothing and Apparel&#x20;
* Education&#x20;
* Entertainment&#x20;
* Event Planning and Service&#x20;
* Finance and Banking&#x20;
* Food and Grocery&#x20;
* Public Service&#x20;
* Hotel and Lodging&#x20;
* Medical and Health&#x20;
* Non-profit Professional Services&#x20;
* Shopping and Retail&#x20;
* Travel and Transportation&#x20;
* Restaurant&#x20;
* Other&#x20;

Once done, click **Save Changes**.

### More Options

In addition to the Manage Templates, Store Settings, and Manage Profile, there are a few more options you can utilise.

![](https://1685557723-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FPwUAKMB3e4WVQQkcLJNq%2FMaytapi%20Channel%20More%20Options.png?alt=media\&token=7dd19682-7980-44c1-8f20-54570afbaa3e)

* **Edit** - It provides you with the option to change Channel Name; Add Webhook URL and Disconnection Alert Emails.

![](https://1685557723-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FBV9bk3c5C0Zd65MLnG18%2FEdit%20option%20of%20the%20Maytapi%20Channel.png?alt=media\&token=58247f1e-1fd9-49b5-9785-aaaca53b9def)

* **Delete** - Simply delete the channel.
* **Mark as Default** - You'll see this particular channel as the primary channel in the Chat.
* **Copy Channel ID** - Copy Channel ID without opening the Phone Settings.


# Message Templates

Message Templates are used to initiate business side conversations after the 24-hour Customer Service Window. To learn more about message templates, refer to the following doc.

{% content-ref url="/pages/YEy5TCNc3NUmJ5RKSMiJ" %}
[WhatsApp Message Templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates)
{% endcontent-ref %}

To create a Message Template for the Cloud API WhatsApp Channel, click **Manage Templates**.&#x20;

![Accessing Cloud API Message Templates Options](/files/id4IXN5ShjGhLHrkIgcH)

This will open the Message Templates window with an ACCOUNT\_UPDATE template created by Facebook by default.&#x20;

![Message Template Window](/files/5Qln5IfguurGfy0BtI4I)

The options available are,

* **Create WhatsApp Template** - Using this, you can access the builder to create a WhatsApp Message Template.
* **Synchronize with Facebook** - Sync RUM Work Templates with Facebook.
* **Delete the Message Template** <img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">
* **Duplicate the Message Template**<img src="/files/TtTodiG06sWUgBX62UOo" alt="" data-size="line">

### Create a Template

To create a Message Template, click **Create WhatsApp Template**.&#x20;

![](/files/aOq9GE0UUsnHG8Hs2fls)

A Create Message Template popup will come in which you get the options to,

![](/files/yFMovbs5LPw4pGkKZ4l8)

* Define Template Name - **Name**
* Select Category - **Category** (One Time Password, Transactional and Marketing)
* Choose Language - **Language**
* Set Template Header - **Header** (None, Text, Image, Video and Document)
* Add Body Text - **Body**
* Set Footer - **Footer(Optional)**
* Add Button Options - **Button(Optional)**

Now, first, define the Template name, then select a category and after that, choose a language. Ensure you select the language in which you'll add the body text. Otherwise, it will be rejected. Also, keep the template name in the lowercase with an underscore if you're going to add space like the following,

![](/files/TY69dTFS7mO3NgXOjYb2)

Then select your Header type from the available options,

![](/files/rvHAQrbq9E6dFworpa7z)

If you choose Text, add a variable that will be used as a placeholder for the template, which you'd replace with the correct information of the contact you'll send the template to. Plus, add the variable's example in the **Example Content for** the field.&#x20;

![](/files/6Dc0UksZu7WvR9hYoIGJ)

For instance, if you'd replace the variable placeholder with the contact's name, you can enter example content as Name to help Facebook verify the use of the template and approve it.

{% hint style="info" %}
If you set Header Text as, "*Hi,{{1}} your order has been received*," and Example content for {{1}} as "*Name*," then while sending the template message to the contact, replace variable to contact's name. The template header text would be, "*Hi, **Alex** your order has been received.*" &#x20;
{% endhint %}

![](/files/T3woCuSMUPIcyzDkHVcW)

If you choose Header type as Image, Video, or Document, you need to upload a sample file to help Facebook verify the use. It should be a sample file, not an original Image, Video, or Document detailing your contact.&#x20;

![](/files/DHSXpoUdvp50ewO7uC6E)

Once the file is uploaded, you can see it in the preview tab. After setting the Text, or uploading a file representing the Header, enter the text for your Body.&#x20;

![](/files/SIriPHyfKssIXPcvyiI5)

Ensure you add one variable at least in the Body. When you send the template message, these can be replaced by the correct information.&#x20;

![](/files/RKjxr9xSb2RGIiioHx6k)

If you'd like to add a Footer to the template, you can do that in the Footer Field, which is optional.&#x20;

### Button(s)

![](/files/quHiBFIXADteTnOVDVAv)

After the footer, you get the option to add buttons to your message template. The template support adding two types of buttons: **Call to Action** and **Quick Reply**.&#x20;

![](/files/9a6vVXVk8TnK56IZDYnS)

The Call to Action button lets you further add 2 buttons: **Call Phone Number** and **Visit Website**&#x20;

![](/files/x8S6BeeSkU6nqFSgiA9e)

And the Quick Replay button lets you add 3 buttons for the selected purpose.&#x20;

![](/files/KgQSy1WkgbKUIxFEAdog)

After adding all the details to the template, check its Preview, and if everything's fine, click **Submit For Approval**.&#x20;

![](/files/EG7DqKUsD4DOXMBmqcbT)

As soon as the template gets approved, you'll find it in the templates library like the above.&#x20;

### Using a Message Template

There are 2 ways to use a message template,

1. Using [Chat](/rum-work-modules/chat/send-message#send-template-message)
2. And using [Drip Campaign](/rum-work-modules/campaigns/drip-campaigns#template-message-for-drip-campaigns-step)

While using the template through one of the above methods, ensure you replace the variable with the correct information.

![](/files/njW5j5ztkuDqr8tWGWCA)

Simply select the Attribute Placeholder to replace the variable. And once you send the template, the message will pick the correct information, and it will look like the following.&#x20;

![](/files/fSknPkD6McavaNhyDERy)

That's it; you've successfully created a Message Template and learned how to use it.&#x20;


# Button/Options/Product Messages

Send interactive messages.

Using the Buttons/Options/Product Messages option in the WhatsApp channel, send pre-built interactive messages like Buttons, Lists, and Single or Multi Product messages.

![](/files/dmfpBWiszUqigXOAh0hz)

Click **Details** → then open **Buttons/Options/Product Messages**.

![](/files/QZWfT4Gik1nL7LPod91V)

Then click **Create Interactive Message**. It will open the template builder, where you can define the template name and then select a Message Type,

![](/files/vMgEHcPxIFue2e3RqOn9)

There are 4 Message Types, and upon selecting each of them, you'd get different options.&#x20;

![](/files/Ijj2QhRdlYlv0VS3wMr3)

* [Buttons](#button)
* List
* Single Product Message
* and Multi Product Message

### Button

![](/files/SFgmXk5Dge5iBgULoSGR)

First, define the name of the template, then select message type as Button.&#x20;

![](/files/1oNTtSeUZtmlcpEn0IPr)

Then select your Header Type from the available options,

![](/files/EzP3wM41O0l15friIeBK)

If you choose Text, add a placeholder for the template, which will get replaced with the correct information when you send the template.&#x20;

![](/files/oLzF1WKa5A2yMvniiizt)

If you choose Header type as Image, Video, or Document, you need to upload a file. Click **Choose File** and select your file. &#x20;

![](/files/HQ5yGrq7BgCDjUpDBDyH)

Once the file is uploaded, you can see it in the preview section.&#x20;

![](/files/06kiF9uDDg6Dh4D0mOYn)

After setting the Text, or uploading a file representing the Header, enter the text for your Body with Placeholder.

![](/files/HnUcTv1f8CnX9zHLCyjb)

If you'd like to add a Footer to the template, you can do that in the Footer field, which is optional.&#x20;

![](/files/yxF8cOjBIeaKoyVeLAQ6)

After the footer, you get the option to add buttons to your message template.&#x20;

![](/files/dGUXnqwAxUtWq1tr2MBL)

Simply enter the Button Label, then change Button Callback ID, if needed. You can add another button by clicking the<img src="/files/FyMdBbety4yMN9WG1z0a" alt="" data-size="line">Plus Icon button.

![](/files/5l4bOYHfwD8qWkYuPHCn)

Once added the button and its detail, check the preview and if everything's correct, click **Save**. And that's it; you have created an interactive button message. Likewise, you can create other interactive messages.

### List

Likewise the Button interactive message, you can also create a List message. Simply select List at the place of the Button.

<figure><img src="/files/nAtjvaxfXSuct8f1cNhN" alt=""><figcaption></figcaption></figure>

This will provide you with the following options,

<figure><img src="/files/8qpxjUSfVH3Czh5cALbJ" alt=""><figcaption></figcaption></figure>

Similar to Button, you get common fields: Header, Body and Footer. What you get additionally is the List CTA Label, Section Title and Section Row.

<figure><img src="/files/n0cOeLU5NzVxoecc1ZWB" alt=""><figcaption></figcaption></figure>

First, enter the details in the Header, Body and Footer. Then, head over to the List options.

<figure><img src="/files/kyvDtaUSyQW79XD0vHnV" alt=""><figcaption></figcaption></figure>

Once done, see the preview, and everything is correct; click Save.

<figure><img src="/files/aLXGrKMVyYsVyATRmFXn" alt=""><figcaption></figcaption></figure>

When you send the List Interactive Message, your contact(s) will see the message and interact with it like the above.

### Single Product Message

In addition to [List](#list) and [Button](#button), you can send Product Messages if you've set your Catalog. Refer to the following docs to learn how to set up a Product Catalog for WhatsApp Channel in RUM Work.

{% content-ref url="/pages/covnnY2D2A8ZFfGZhxmp" %}
[Catalog Settings](/store-settings/whatsapp/catalog-settings)
{% endcontent-ref %}

So, in place of List or Button, select **Single Product Message**. This will allow you to send an interactive message only with a single product.

<figure><img src="/files/egEZkdApFvA9hk4V9l40" alt=""><figcaption></figcaption></figure>

Once selected, you get the following additional options,

<figure><img src="/files/X5oQqPJpKCyUoseggMYY" alt=""><figcaption></figcaption></figure>

Head to it and select the product you want to send with the message.&#x20;

<figure><img src="/files/JjC1YU7LETUiHYMyWWhg" alt=""><figcaption></figcaption></figure>

Once done, click Save.

### Multi Product Message

Using the Multi Product Message, you can send an interactive message that will allow your customers, to select a product from multiple choices. To create a multi-product message, first, select **Multi Product Message**.

<figure><img src="/files/ReSxtGqUBCaWBREerfBJ" alt=""><figcaption></figcaption></figure>

Then, enter the details for the Header, Body and Footer if you need to.

<figure><img src="/files/Elu3NZgRWE5bdbWPJPdV" alt=""><figcaption></figcaption></figure>

Once you're done with them, enter the section title and then click on **Add Products** to select products for the message.

<figure><img src="/files/piFvjgaFReWd5y7Av7YW" alt=""><figcaption></figcaption></figure>

After adding the products, you can add another section by clicking Add Section button. Otherwise, click **Save**.

<figure><img src="/files/hPQnxVV2dXDZKJyj1mQD" alt=""><figcaption></figcaption></figure>

When you'll send your contacts the multi product message, they interact with it like the above.

{% hint style="info" %}
Before creating Product Messages, ensure you've set up Product Catalog(s.)
{% endhint %}

{% content-ref url="/pages/covnnY2D2A8ZFfGZhxmp" %}
[Catalog Settings](/store-settings/whatsapp/catalog-settings)
{% endcontent-ref %}

### Using Buttons/Options/Product Message

Through [Chat Module](/rum-work-modules/chat/send-message#send-buttons-options-product-messages), you can use an interactive message easily.

{% content-ref url="/pages/PF4UsEx3uzNlcvuJh8mR" %}
[Send Message](/rum-work-modules/chat/send-message)
{% endcontent-ref %}

### Edit or Delete an Interactive Message

To edit and delete a particular interactive message template,

* Click on the<img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line">Edit Icon button to edit it.
* Or click on the<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">Delete Icon button to delete the template.


# Emma

Connect to Emma WhatsApp Business API to chat with customers over WhatsApp using the RUM Work platform.

### Overview

![Emma WhatsApp Business API](/files/q23EQQsWl81wNBWorgjU)

Emma is an official WhatsApp Business API vendor that allows you to create a WhatsApp Business account. As WhatsApp doesn’t offer API to businesses directly, it’s another fastest method to create your WhatsApp Business profile.

Through this guide, you can create your Emma WhatsApp Business API account and connect it to the RUM Work WhatsApp channel for Emma.

{% hint style="warning" %}
Due to WhatsApp API's messaging window of 24 hours, you can only respond to user queries or messages within 24 hours using Emma.&#x20;
{% endhint %}

### 1) Sign Up for Emma Account

To create a WhatsApp Business API account using Emma, first, you need to create an account at Emma. And to do that, reach out to us at <hello@rumwork.io> for the registration of Emma WhatsApp API.

Once you get your Emma WhatsApp API login details, you can move to the next step.

### 2) Log In to WABA-API

Visit waba-api.com, and log in using the details you’ve received by following the previous step.

![WABA-API Login Page](/files/mPoeVsAIc8OGQRFPNuHi)

You’ll find your WhatsApp Business Profile number and other details on the WhatsApp Number window.

![WABA-API Interface](/files/nSL0FEJ76tGcediFG5su)

These details will be used when you create a RUM Work Emma Channel for WhatsApp Business API.&#x20;

### 3) Create RUM Work Channel and Connect it to Emma

To create a RUM Work Emma Channel, go to Channels and click **Configure** for Emma.

![Configure Option for Emma](/files/pLHRm7og8YQcF0vBJZJ3)

Or, you can click *Create Channel* if there are channels already. Then, from the popup, select Emma and click **Next**.

![Creating Channel](/files/t11J9Zqx2Zw002qFKOKy)

On the next screen, you’ve to provide some details to finish connecting RUM Work to Emma.

* Title
* API Token
* API Version
* Namespace
* And Mobile Number

Set title as per the purpose of creating the channel and keep it easy to recognise. For other details, you have to go to waba-api.com.

![Generating API Token at WABA-API](/files/iBWEupswfYGdLpfd0FPL)

There, go to the API Token and click get,

![WABA-API Token Alert](/files/hdJ0t0OCpUm1hblAkH8q)

An alert will come notifying that API has been copied, click Close or tap on the X.

![Adding API Token](/files/BFeL4lYyOKZb6P3ZsPmv)

Use this API Token at RUM Work with the default API version. Then, for the Namespace, go to the WhatsApp Business Account column, and copy your Namespace.

![Copying Namespace for Emma RUM Work Channel](/files/c2xGmC6IRPLkknpR5yfe)

Use this as well at RUM Work.&#x20;

![Completing Connection at RUM Work](/files/YYXAEbRagsAaz0YiZdLk)

Then, enter the Mobile Number associated with this account, then copy Emma Webhook URL and click, Finish.&#x20;

![Editing Emma Channel Webhook](/files/6EEgFXzEk8uhgtxI2PYb)

Go to waba-api.com, then Webhook, and click Edit.&#x20;

![Saving Emma Webhook URL](/files/oiOyrO1ij8yfWvUZeR5N)

A popup will appear, there paste the URL you've copied before, and click **Save**.

{% hint style="success" %}
Now, you can chat with customers over WhatsApp using the RUM Work platform.
{% endhint %}

### Channel Configuration

The additional options available for the Channel enable you to utilise it at its best.

![](/files/XGt5Y9wL3itMr8FR2YzI)

* **Details** - Using this access additional options to create Message Templates, [**Buttons/Options/Product Messages**](#button-options-product-messages), Store Settings, and more.&#x20;
* [**Manage Templates**](#set-up-message-template) - Directly access the controls to manage or create message templates.
* [**Store Settings**](#store-settings) - Configure payment partners and links for the channel.
* [**Manage Profile**](#manage-profile) - Make changes to the WhatsApp Business Profile.
* [**Edit**](#more-options) - Access controls to edit channel; copy its id and more.

### Set Up Message Template

Refer to the following docs.

{% content-ref url="/pages/W1ASWiIR80QskGq50Yri" %}
[Message Templates](/messaging-channels/whatsapp-integration/emma/message-templates)
{% endcontent-ref %}

### Button/Options/Product Messages

Refer to the following docs

{% content-ref url="/pages/UoqwkCGOj5j4PdqugL5I" %}
[Button/Options/Product Messages](/messaging-channels/whatsapp-integration/emma/button-options-product-messages)
{% endcontent-ref %}

### Store Settings

Please, explore the following doc to learn more about RUM Work WhatsApp Channel Store Settings.

{% content-ref url="/pages/F4nVgZKUewYvFbkw2wx4" %}
[Store Settings](/store-settings/whatsapp)
{% endcontent-ref %}

### Manage Profile

Using the Manager Profile option of your Cloud API WhatsApp Channel, you can change your business details for WhatsApp.

<figure><img src="/files/nVZCS3eDhPbwcYPQHQST" alt=""><figcaption></figcaption></figure>

Click on the Manage Profile, and it opens the Profile settings like the following,

<figure><img src="/files/EMHhRQlAAgngdcQq4G16" alt=""><figcaption></figcaption></figure>

Here, you can change your Profile Picture, Address, Description, Email, Website and Business Vertical from the available options,

* Automotive Beauty
* Spa and Salon&#x20;
* Clothing and Apparel&#x20;
* Education&#x20;
* Entertainment&#x20;
* Event Planning and Service&#x20;
* Finance and Banking&#x20;
* Food and Grocery&#x20;
* Public Service&#x20;
* Hotel and Lodging&#x20;
* Medical and Health&#x20;
* Non-profit Professional Services&#x20;
* Shopping and Retail&#x20;
* Travel and Transportation&#x20;
* Restaurant&#x20;
* Other&#x20;

Once done, click **Save Changes**.

### More Options

In addition to the Manage Templates, Store Settings, and Manage Profile, there are a few more options you can utilise.

![](https://1685557723-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FPwUAKMB3e4WVQQkcLJNq%2FMaytapi%20Channel%20More%20Options.png?alt=media\&token=7dd19682-7980-44c1-8f20-54570afbaa3e)

* **Edit** - It provides you with the option to change Channel Name; Add Webhook URL and Disconnection Alert Emails.

![](https://1685557723-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FhElFPtMZjXYjDDMBT5q2%2Fuploads%2FBV9bk3c5C0Zd65MLnG18%2FEdit%20option%20of%20the%20Maytapi%20Channel.png?alt=media\&token=58247f1e-1fd9-49b5-9785-aaaca53b9def)

* **Delete** - Simply delete the channel.
* **Mark as Default** - You'll see this particular channel as the primary channel in the Chat.
* **Copy Channel ID** - Copy Channel ID without opening the Phone Settings.


# Message Templates

Message Templates are used to initiate business side conversations after the 24-hour Customer Service Window. To learn more about message templates, refer to the following doc.

{% content-ref url="/pages/YEy5TCNc3NUmJ5RKSMiJ" %}
[WhatsApp Message Templates](/messaging-channels/whatsapp-integration/whatsapp-message-templates)
{% endcontent-ref %}

To create a Message Template for the Cloud API WhatsApp Channel, click **Manage Templates**.&#x20;

![Accessing Cloud API Message Templates Options](/files/id4IXN5ShjGhLHrkIgcH)

This will open the Message Templates window with an ACCOUNT\_UPDATE template created by Facebook by default.&#x20;

![Message Template Window](/files/5Qln5IfguurGfy0BtI4I)

The options available are,

* **Create WhatsApp Template** - Using this, you can access the builder to create a WhatsApp Message Template.
* **Synchronize with Facebook** - Sync RUM Work Templates with Facebook.
* **Delete the Message Template** <img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">
* **Duplicate the Message Template**<img src="/files/TtTodiG06sWUgBX62UOo" alt="" data-size="line">

### Create a Template

To create a Message Template, click **Create WhatsApp Template**.&#x20;

![](/files/aOq9GE0UUsnHG8Hs2fls)

A Create Message Template popup will come in which you get the options to,

![](/files/yFMovbs5LPw4pGkKZ4l8)

* Define Template Name - **Name**
* Select Category - **Category** (One Time Password, Transactional and Marketing)
* Choose Language - **Language**
* Set Template Header - **Header** (None, Text, Image, Video and Document)
* Add Body Text - **Body**
* Set Footer - **Footer(Optional)**
* Add Button Options - **Button(Optional)**

Now, first, define the Template name, then select a category and after that, choose a language. Ensure you select the language in which you'll add the body text. Otherwise, it will be rejected. Also, keep the template name in the lowercase with an underscore if you're going to add space like the following,

![](/files/TY69dTFS7mO3NgXOjYb2)

Then select your Header type from the available options,

![](/files/rvHAQrbq9E6dFworpa7z)

If you choose Text, add a variable that will be used as a placeholder for the template, which you'd replace with the correct information of the contact you'll send the template to. Plus, add the variable's example in the **Example Content for** the field.&#x20;

![](/files/6Dc0UksZu7WvR9hYoIGJ)

For instance, if you'd replace the variable placeholder with the contact's name, you can enter example content as Name to help Facebook verify the use of the template and approve it.

{% hint style="info" %}
If you set Header Text as, "*Hi,{{1}} your order has been received*," and Example content for {{1}} as "*Name*," then while sending the template message to the contact, replace variable to contact's name. The template header text would be, "*Hi, **Alex** your order has been received.*" &#x20;
{% endhint %}

![](/files/T3woCuSMUPIcyzDkHVcW)

If you choose Header type as Image, Video, or Document, you need to upload a sample file to help Facebook verify the use. It should be a sample file, not an original Image, Video, or Document detailing your contact.&#x20;

![](/files/DHSXpoUdvp50ewO7uC6E)

Once the file is uploaded, you can see it in the preview tab. After setting the Text, or uploading a file representing the Header, enter the text for your Body.&#x20;

![](/files/SIriPHyfKssIXPcvyiI5)

Ensure you add one variable at least in the Body. When you send the template message, these can be replaced by the correct information.&#x20;

![](/files/RKjxr9xSb2RGIiioHx6k)

If you'd like to add a Footer to the template, you can do that in the Footer Field, which is optional.&#x20;

### Button(s)

![](/files/quHiBFIXADteTnOVDVAv)

After the footer, you get the option to add buttons to your message template. The template support adding two types of buttons: **Call to Action** and **Quick Reply**.&#x20;

![](/files/9a6vVXVk8TnK56IZDYnS)

The Call to Action button lets you further add 2 buttons: **Call Phone Number** and **Visit Website**&#x20;

![](/files/x8S6BeeSkU6nqFSgiA9e)

And the Quick Replay button lets you add 3 buttons for the selected purpose.&#x20;

![](/files/KgQSy1WkgbKUIxFEAdog)

After adding all the details to the template, check its Preview, and if everything's fine, click **Submit For Approval**.&#x20;

![](/files/EG7DqKUsD4DOXMBmqcbT)

As soon as the template gets approved, you'll find it in the templates library like the above.&#x20;

### Using a Message Template

There are 2 ways to use a message template,

1. Using [Chat](/rum-work-modules/chat/send-message#send-template-message)
2. And using [Drip Campaign](/rum-work-modules/campaigns/drip-campaigns#template-message-for-drip-campaigns-step)

While using the template through one of the above methods, ensure you replace the variable with the correct information.

![](/files/njW5j5ztkuDqr8tWGWCA)

Simply select the Attribute Placeholder to replace the variable. And once you send the template, the message will pick the correct information, and it will look like the following.&#x20;

![](/files/fSknPkD6McavaNhyDERy)

That's it; you've successfully created a Message Template and learned how to use it.&#x20;


# Button/Options/Product Messages

Send interactive messages.

Using the Buttons/Options/Product Messages option in the WhatsApp channel, send pre-built interactive messages like Buttons, Lists, and Single or Multi Product messages.

![](/files/dmfpBWiszUqigXOAh0hz)

Click **Details** → then open **Buttons/Options/Product Messages**.

![](/files/QZWfT4Gik1nL7LPod91V)

Then click **Create Interactive Message**. It will open the template builder, where you can define the template name and then select a Message Type,

![](/files/vMgEHcPxIFue2e3RqOn9)

There are 4 Message Types, and upon selecting each of them, you'd get different options.&#x20;

![](/files/Ijj2QhRdlYlv0VS3wMr3)

* [Buttons](#button)
* List
* Single Product Message
* and Multi Product Message

### Button

![](/files/SFgmXk5Dge5iBgULoSGR)

First, define the name of the template, then select message type as Button.&#x20;

![](/files/1oNTtSeUZtmlcpEn0IPr)

Then select your Header Type from the available options,

![](/files/EzP3wM41O0l15friIeBK)

If you choose Text, add a placeholder for the template, which will get replaced with the correct information when you send the template.&#x20;

![](/files/oLzF1WKa5A2yMvniiizt)

If you choose Header type as Image, Video, or Document, you need to upload a file. Click **Choose File** and select your file. &#x20;

![](/files/HQ5yGrq7BgCDjUpDBDyH)

Once the file is uploaded, you can see it in the preview section.&#x20;

![](/files/06kiF9uDDg6Dh4D0mOYn)

After setting the Text, or uploading a file representing the Header, enter the text for your Body with Placeholder.

![](/files/HnUcTv1f8CnX9zHLCyjb)

If you'd like to add a Footer to the template, you can do that in the Footer field, which is optional.&#x20;

![](/files/yxF8cOjBIeaKoyVeLAQ6)

After the footer, you get the option to add buttons to your message template.&#x20;

![](/files/dGUXnqwAxUtWq1tr2MBL)

Simply enter the Button Label, then change Button Callback ID, if needed. You can add another button by clicking the<img src="/files/FyMdBbety4yMN9WG1z0a" alt="" data-size="line">Plus Icon button.

![](/files/5l4bOYHfwD8qWkYuPHCn)

Once added the button and its detail, check the preview and if everything's correct, click **Save**. And that's it; you have created an interactive button message. Likewise, you can create other interactive messages.

### List

Likewise the Button interactive message, you can also create a List message. Simply select List at the place of the Button.

<figure><img src="/files/nAtjvaxfXSuct8f1cNhN" alt=""><figcaption></figcaption></figure>

This will provide you with the following options,

<figure><img src="/files/8qpxjUSfVH3Czh5cALbJ" alt=""><figcaption></figcaption></figure>

Similar to Button, you get common fields: Header, Body and Footer. What you get additionally is the List CTA Label, Section Title and Section Row.

<figure><img src="/files/n0cOeLU5NzVxoecc1ZWB" alt=""><figcaption></figcaption></figure>

First, enter the details in the Header, Body and Footer. Then, head over to the List options.

<figure><img src="/files/kyvDtaUSyQW79XD0vHnV" alt=""><figcaption></figcaption></figure>

Once done, see the preview, and everything is correct; click Save.

<figure><img src="/files/aLXGrKMVyYsVyATRmFXn" alt=""><figcaption></figcaption></figure>

When you send the List Interactive Message, your contact(s) will see the message and interact with it like the above.

### Single Product Message

In addition to [List](#list) and [Button](#button), you can send Product Messages if you've set your Catalog. Refer to the following docs to learn how to set up a Product Catalog for WhatsApp Channel in RUM Work.

{% content-ref url="/pages/covnnY2D2A8ZFfGZhxmp" %}
[Catalog Settings](/store-settings/whatsapp/catalog-settings)
{% endcontent-ref %}

So, in place of List or Button, select **Single Product Message**. This will allow you to send an interactive message only with a single product.

<figure><img src="/files/egEZkdApFvA9hk4V9l40" alt=""><figcaption></figcaption></figure>

Once selected, you get the following additional options,

<figure><img src="/files/X5oQqPJpKCyUoseggMYY" alt=""><figcaption></figcaption></figure>

Head to it and select the product you want to send with the message.&#x20;

<figure><img src="/files/JjC1YU7LETUiHYMyWWhg" alt=""><figcaption></figcaption></figure>

Once done, click Save.

### Multi Product Message

Using the Multi Product Message, you can send an interactive message that will allow your customers, to select a product from multiple choices. To create a multi-product message, first, select **Multi Product Message**.

<figure><img src="/files/ReSxtGqUBCaWBREerfBJ" alt=""><figcaption></figcaption></figure>

Then, enter the details for the Header, Body and Footer if you need to.

<figure><img src="/files/Elu3NZgRWE5bdbWPJPdV" alt=""><figcaption></figcaption></figure>

Once you're done with them, enter the section title and then click on **Add Products** to select products for the message.

<figure><img src="/files/piFvjgaFReWd5y7Av7YW" alt=""><figcaption></figcaption></figure>

After adding the products, you can add another section by clicking Add Section button. Otherwise, click **Save**.

<figure><img src="/files/hPQnxVV2dXDZKJyj1mQD" alt=""><figcaption></figcaption></figure>

When you'll send your contacts the multi product message, they interact with it like the above.

{% hint style="info" %}
Before creating Product Messages, ensure you've set up Product Catalog(s.)
{% endhint %}

{% content-ref url="/pages/covnnY2D2A8ZFfGZhxmp" %}
[Catalog Settings](/store-settings/whatsapp/catalog-settings)
{% endcontent-ref %}

### Using Buttons/Options/Product Message

Through [Chat Module](/rum-work-modules/chat/send-message#send-buttons-options-product-messages), you can use an interactive message easily.

{% content-ref url="/pages/PF4UsEx3uzNlcvuJh8mR" %}
[Send Message](/rum-work-modules/chat/send-message)
{% endcontent-ref %}

### Edit or Delete an Interactive Message

To edit and delete a particular interactive message template,

* Click on the<img src="/files/pRGmUFcEEoJjzWBGO6h4" alt="" data-size="line">Edit Icon button to edit it.
* Or click on the<img src="/files/Eh0PkbGYBi2ihZdeSais" alt="" data-size="line">Delete Icon button to delete the template.


# WhatsApp Message Templates

With WhatsApp Message Templates, stay connected with your customers even after the WhatsApp Business Platform's 24 Hour of Customer Service Window.

### What's WhatsApp Message Templates?

To drive high-quality conversations between people and businesses, the WhatsApp Business Platform has a 24-Hour Custom Service Window, after which businesses can initiate the conversation only through **Message Templates**.

The WhatsApp Business Platform works around two different categories of conversation:

1. **User-initiated** - When the user or customer sends the message to the business. The business can respond to the message with a simple message or message template within 24 hours. Once the window has expired, the business can only respond with a message template which will be counted as a Business-initiated conversation.
2. **Business-initiated** - When the business reaches out to the customer outside the 24-hour customer service window, its falls under the Business-initiated conversation. For a business-initiated conversation, a message template is required.

![WhatsApp Business Platforms Conversation Types](/files/ctIzEWw8cBQLbwlmyuGs)

If the business tries to send a message other than a template message outside this 24-Hour window, it will be *failed delivery*.

**A message template could be a text message regarding support, appointment reminders, payment or shipping updates, alerts, etc.** A business can create its own message templates, which is supported at RUM Work as well; however, to send them, they should meet some requirements that are,

* A message template must be approved by WhatsApp before sending. At RUM Work, once created the template, you can send it for approval with a single click.
* A message template is for business-initiated conversation; therefore, a customer must have opted-in to receive messages from your business for that type of conversation.

If your Message Template meets these requirements, you can send them without any further action.

### Types of Message Template

WhatsApp Business Platform supports 3 message template categories -&#x20;

![Supported Message Templates at RUM Work](/files/dy3sQqTejXfwAtD7ixZQ)

#### 1. Marketing

This type of message template can be used to send promotional offers messages, product announcements, and other marketing messages to increase awareness and engagement.

#### 2. One-time passwords

Through this type of message template, businesses can send codes that allow their customers to log in to their accounts securely.

#### 3. Transactional

Through this type of message template, businesses can send,

* Account Update
* Alert Update
* Appointment Update
* Auto-Reply
* Payment Update
* Personal Finance Update
* Reservation Update
* Shipping Update
* Ticket Update
* Transportation Update

At RUM Work, all of these Message Templates are supported and you can easily create them using the available options in the supported channel.

### Setting Up a Message Template

At RUM Work, you can create and send message templates to your customers using the following WhatsApp Channels,

* [360dialog](/messaging-channels/whatsapp-integration/360dialog#set-up-message-template)
* [Emma](/messaging-channels/whatsapp-integration/emma#set-up-message-template)
* [Cloud API](/messaging-channels/whatsapp-integration/cloud-api#set-up-message-template)

Please refer to these RUM Work WhatsApp Channels respective docs to set up a WhatsApp Message Template in no time.

### Sending a Message Template

To send a message template, there are 2 ways:

1. Using [Chat](/rum-work-modules/chat).
2. And through [Drip Campaign](/rum-work-modules/campaigns/drip-campaigns#overview).

{% hint style="success" %}
If you've created your template and got the approval, you can explore the above doc reference to send it.
{% endhint %}


# Facebook Integration

Interact with Facebook users through the RUM Work channel using a Facebook Page.

### Overview

![](/files/qlu89Om5JbMAgx8Aq2FP)

Being among the top social media platforms with over 2.93 billion active users, Facebook sends a strong signal to businesses to have a presence there. And with that, business owners must respond to user queries promptly.

However, due to managing queries at a large scale and on other platforms, it's possible they can miss them. Therefore, RUM Work's Facebook Channel provides a simplified way to communicate with customers over Facebook Messenger without losing track of send and received messages.

To create a RUM Work Facebook Channel, you'd need:

* A genuine Facebook account.
* And a Facebook Page to connect it with the RUM Work Facebook Channel.

{% hint style="info" %}
If you haven't created a page, [visit this guide](/more-how-tos/create-a-facebook-page) on how to create a page.
{% endhint %}

After creating the page and connecting it with RUM Work, you can answer queries that users send from Facebook.

{% hint style="warning" %}
Ensure the Facebook account is set to Admin for the page you want to connect with RUM Work. [Follow this guide](/more-how-tos/assign-facebook-page-admin-role) to learn how to manage roles for a Facebook page.
{% endhint %}

{% embed url="<https://youtu.be/3e7lnMxnHPA>" %}

If you prefer to watch a video, you can follow the steps in the above video. Otherwise, continue with the following steps to create a Facebook Channel and connect it with the Facebook Page.

### Step 1 - Access RUM Work Channels

To create a Facebook RUM Work Channel, you need to open the Channels in RUM Work. From your Dashboard, head over to the left sidebar and select Channels.

![Accessing RUM Work Channels](/files/3d16SBs6W2AMn05x86nb)

Then, click Configure for Facebook. Or tap the Create Channel button if there are channels already. A popup will appear. In that, select Facebook and click Next.

![Selecting Facebook Channel in RUM Work Channels](/files/EyV4m0I8ESvcrRdAkZ1a)

Upon clicking Next, it will ask you to connect the channel with a Facebook page. For that, click on **CONNECT FACEBOOK PAGE**.

![RUM Work CONNECT FACEBOOK PAGE Popup](/files/xv3G9C8v2jXlOIVIGMgZ)

### Step 2 - Login to Facebook

When you'll click the Connect Facebook Page button, a new tab will open asking you to log into Facebook.&#x20;

![Facebook Login Tab](/files/wsDxaFskXmx0RMAtHSbN)

Enter the details of the account you want to use for connecting to the Facebook Page. Then, continue with that account.

![Log in to Facebook Account](/files/xCicyX1GkwaHO7hGKICW)

### Step 3 - Allow Permissions to RUM Work for the Facebook Page

Once you log in, the tab will display the pages associated with the account. Select the page you want to connect with the RUM Work Facebook Channel and click *Next*.

![Selecting the Facebook Page for RUM Work Channel](/files/aZBv83fWmgb9eHsIexCs)

After selecting the page, it will ask you what permissions you want to give to the RUM Work channel.&#x20;

![Allowing Permissions to the RUM Work Facebook Channel](/files/FQwQ5VoAbmFyBrVETgZi)

Simply check **YES** to all the options, and then click *Done*. Once you do that, it will take a few seconds to finalise the linking. After the channel is linked, you'd get the following tab with the lining confirmation.&#x20;

![RUM Work and Facebook Linking Confirmation](/files/xKBamvyLLyHIW1uzgoGR)

You can click OK to get back to the RUM Work interface. The RUM Work interface will show you the page title, which you can change if you like, then click *Finish* to complete the channel creation.

![Last Step to Create a Facebook Channel](/files/WVNO6kLVe5ZuV1GoKiPH)

Once you do that, you'll get your RUM Work Facebook Channel like the following.

![Facebook Channel in RUM Work Channels](/files/a019qw5mYDV3DFeOWxx6)

{% hint style="success" %}
Now, you can communicate with your customers over Facebook messages using the RUM Work Chat.
{% endhint %}

### Channel Configuration

Utilise additional settings of the Facebook channel to optimize its use.

{% content-ref url="/pages/EYVCMMfLv5S2FN8fX3od" %}
[Store Settings](/messaging-channels/facebook-integration/store-settings)
{% endcontent-ref %}

{% content-ref url="/pages/4d9G4QAcD4HVvVapS9oT" %}
[Message Templates](/messaging-channels/facebook-integration/message-templates)
{% endcontent-ref %}

{% content-ref url="/pages/jp7SnCwa0DQKUEnHMuOP" %}
[Broken mention](broken://pages/jp7SnCwa0DQKUEnHMuOP)
{% endcontent-ref %}

### More Customisation Options

In addition to the Facebook Store Settings, Message Templates and Page Post Comments, there are a few more options you can utilise.

![](/files/K3ZyyKJ5NqrDeukvN1es)

* **Edit** - It provides you with the option to change your Channel Name; Add Webhook URL and Reauthorize Facebook connection.&#x20;

![](/files/Lg5jlbKsyrFkb5qjFExR)

* **Delete** - Simply delete the channel.
* **Mark as Default** - You'll see this particular channel as the primary channel in the Chat.
* **Copy Channel ID** - Copy Channel ID.


# Store Settings

Through Facebook chat, if you want to process orders and payments, you can utilize the Facebook Store Settings. You can either click on **Store Settings** or **Details** to access the controls.

![](/files/iI1bk2PDfklzkd9BlGHv)

This will open the following window with several fields and options.

![](/files/PIXjXD26taujGqDPNEot)

The options available are,

![](/files/spqhDTI6tCQXrEyVBkH7)

* **Select Payment Partner** - This allows you to choose the payment processor.&#x20;

![](/files/h7cXjF25Eqg9zN7dcyfO)

* **Select Default Currency** - What currency do you want to charge your customers: *USD or HKD*.

![](/files/fdomAWgY7FuNdjKqb4V7)

* **Test Mode or Live Mode** - The payment processor offers Live and Test Mode keys. Using this option, you can put the store on either Live or Test mode. If you're testing the payment processor, use the Test mode and its keys. Otherwise, choose the Live Mode.

![](/files/LuPxAnqtQbqAu1pXK68m)

* **Stripe Publish Key** - Use it to enter your Stripe Publish Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).
* **Stripe Secret Key** - Use it to enter Stripe Secret Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).

![](/files/JDFqiGV80ao6Cn7YzI0P)

If you've selected Yedpay as your Payment Partner, you'll get the following fields:

* **Yedpay Store ID** - Use it to enter your Yedpay Store ID based on the mode. Get your Yedpay Store ID [here](https://merchant.yedpay.com/admin/stores).
* **Yedpay Access Token** - Use it to enter your Yedpay Access Token based on the mode. Get your Yedpay Access Token [here](https://merchant.yedpay.com/user/my-personal-token).

![](/files/CTZPFzYpmvdekHiApJkj)

If you've selected Mpay as your Payment Partner, you'll get the following fields:

* **Select Language** - In what language do you want to enter Mpay details: English/Traditional Chinese/Simplified Chinese.
* **Mpay Merchant ID** - Based on the mode, enter your Merchant ID.&#x20;
* **Mpay Terminal ID** - Based on the mode, enter your Terminal ID.
* **Mpay Secure ID** - Based on the mode, enter your Secure ID.

![](/files/E1CLXBspAmT6YceJdTDJ)

* **Payment Success Message**.
* **Payment Failed Message**.
* **Payment Default Message**.

Use the above fields to send customers pre-defined messages based on the payment status.

![](/files/ENkicc5bxZSPC309wuSH)

Once you're done with the customization, click **Save Payment Settings**.

####


# Message Templates

Different customers often reach out with the same queries, and answering them repeatedly could become overwhelming. Therefore, create Message Templates, and when customers reach out, simply use them.

To create your message templates, click on **Manage Templates**.

![](/files/b5NvPLyMFeUZ1KIwlzaU)

A new window will appear with a **Create Message Template** button.

![](/files/JCw2TPhrMewuwbMtaFG1)

Simply click on it and it will bring a popup to create the template.&#x20;

![](/files/DKI0arNWlZQSRtV2Cpzb)

Here, name your template. Insert placeholders to personalise the message. Edit the message or fill the text around placeholders. Use a File, and even provide customers with an option to unsubscribe.

![](/files/AIRmZQ8FXPQQmcLcb13b)

Once done with the template, click Save, and it will be shown to the message templates library.

![](/files/06g24wadmnYoWYTDhb8X)


# Page Post Comments

For your Facebook Channel, you can view the page’s post comments connected to RUM Work. Furthermore, you can reply in a private message both manually and automatically.

![](/files/X25ubshlZpvcNhSOBi2m)

To access this option, click **Page Post Comments**. This will take you to the Comments settings, where you’ll see all the comments on the post. Plus, you can,

* View Post
* Visit Comment
* Search Comments
* View Newer or Older Comments
* Send Private Message
* And Access Automation tab for Facebook Comments.

![](/files/4uZuZddGCxlSvMZugtDk)

To send a private message manually, click on **Send Private Message**. This will open the Private Replies modal with the option to send,

* Text (With optional QUICK REPLIES)

![](/files/9roH5ltfQoGFmx8OPA1l)

And another send option is,

* Text with Buttons

![](/files/9juDYcznceqA32ByE93n)

In the Button option, you get options to select button types as,

* Postback
* And URL.

Enter your details, and once done, click **Save**.

### Automation <a href="#mhy4brtr55f0" id="mhy4brtr55f0"></a>

To send an auto-reply to the post comment, switch to the *Automation* tab and click **Setup Post Auto Private Reply**.

![](/files/sU3aiImHZHitHvi9Qzoa)

The Private Replies modal will open, there you get the option to track posts comments: **Comments Tracking**,

* Track Comments under a (SPECIFIC) Post

![](/files/Qlj1GLxr4zPa0FqpM80E)

Select the post you want to track comments for. The other tracking option you get is,

* Track Comments under (ANY) Post

![](/files/q0g9VQBbmQNNO1BvSkaU)

Once selected the post comments tracking option, you get auto reply types as,

* Text (With optional QUICK REPLIES)

![](/files/p0tXZlOdPLlEnGsKcG2W)

And,

* Text with Buttons

![](/files/j9Xww8JyDzPtRXjdrOhF)

Enter your details, and once done, click **Save**. The created auto-private reply will appear in the library like the following,

![](/files/2gCUpsewQ5XBHpDhMTPN)

You can set the reply to Inactive, Active and Delete.


# Instagram Integration

RUM Work Instagram Channel lets you interact with your customers using Instagram Business Account Direct Messages.

![](/files/ITXIxUcc9d2tDf459i3B)

Likewise [Facebook](/messaging-channels/facebook-integration) and [WhatsApp](/messaging-channels/whatsapp-integration), Instagram caters for a large user base and allows businesses to reach a wider audience and establish themselves as a brand. With that, it also allows them to support their customer right from the platform through Direct Messages.

Yet, due to managing other chat platforms and responding to user queries at scale, business owners can lose track of customer support. Thus, to enhance chat commerce and allow businesses to respond to user queries in a timely manner, RUM Work supports Instagram integration through Instagram Channel.&#x20;

Using this, you can communicate with your customers over Instagram Direct Messages easily. Before creating an Instagram Channel, first, you need to:&#x20;

1. **Switch to Instagram Professional Account from Personal.**
   * [Follow this guide](/more-how-tos/switch-instagram-personal-to-business#instagram-personal-to-business) to learn how to switch your personal Instagram account to Professional.&#x20;
2. **Connect Instagram to a Facebook Page.**&#x20;
   * You can [follow this guide](/more-how-tos/switch-instagram-personal-to-business#connect-instagram-to-a-facebook-page) to learn how to connect an Instagram account to a Facebook page.
3. **Enable Message Control Connected Tools.**
   * Visit [here](/more-how-tos/allow-access-to-messages-in-instagram) to learn how you can allow access to messages.&#x20;

{% hint style="success" %}
Once you're done with the above prerequisites, you can continue with the following steps.
{% endhint %}

{% embed url="<https://youtu.be/NUu2HYKhipg>" %}

Prefer watching a video? Then hit the play button of above. Or, continue with the following.

### Step 1 - Access RUM Work Channels <a href="#step-1-access-rum-work-channels" id="step-1-access-rum-work-channels"></a>

To create an Instagram RUM Work Channel, you need to open the Channels in RUM Work. From your Dashboard, head over to the left sidebar and select Channels.

![Accessing RUM Work Channels](/files/S703Fg6wmezapgXu40RH)

Then, click **Configure** for Instagram.&#x20;

![Selecting Instagram Channel in RUM Work Channels Using Configure](/files/Pke0RFpQWuDBk2odP6WI)

Or tap the *Create Channel* button if there are channels already. A popup will appear. In that, select Instagram and click *Next*.

![Selecting Instagram Channel in RUM Work Channels](/files/awHNnoVmzzt5cyc1OTzA)

Upon clicking Next, it will ask you to connect the channel with an Instagram page. For that, click on **Connect Instagram Page**.

![RUM Work Connect Instagram Page Popup](/files/bLXFZZDGyztdidLdb9VR)

### Step 2 - Login to Facebook

When you click the Connect Instagram Page button, a new tab will open asking you to log into Facebook.

![Facebook Login Tab](/files/hO9NF651zSyBjepl9IvX)

Enter the login details of the account you want to use for connecting to the Instagram Page. Then, continue with that account.

### Step 3 - Select Instagram Business Account

Once you log in, the tab will display Instagram Business accounts. Select the one you want to connect with RUM Work Instagram Channel and click *Next*.

![Selecting Instagram Business Account](/files/I0UWpJKYbfbdoAmxeGtq)

It will further ask you to select a Page; you can click Next after selecting the page you want to connect.

![Selecting Facebook Page for Instagram Channel](/files/mD1IaTFbPzIO2kRibbWF)

After selecting the page, it will ask you what permissions you want to give to the RUM Work channel.

![Allowing Permissions for the Instagram Channel](/files/9TFbesxYPUcskRRIzHes)

Enable all the options (**YES**), and then click Done. Once you do that, it will take a few seconds to finalise the linking. After the channel is linked, you'd get the following tab with the lining confirmation.

![Instagram Channel Linking Confirmation](/files/1ApEJj8L0Q6ph9DHlInq)

Click **OK** to get back to the RUM Work interface. The RUM Work interface will show you the page title, which you can change if you like, then click *Finish* to complete the channel creation.

![](/files/9jAlicIjwy9vCG6e2RTX)

Once you do that, your RUM Work Instagram Channel will appear like the following.

![Instagram Channel in RUM Work Channels](/files/It0DdJNxYmD54teHjm6Z)

{% hint style="success" %}
Now, the messages sent to the associated Instagram Business account will be received in your RUM Work Chat. With this, keep track of your Instagram Direct Messages and respond to them in a timely manner.
{% endhint %}

### Channel Configuration

Utilise additional settings of the Instagram channel to optimize its use.

#### Instagram Store Settings

Through RUM Work Instagram chat, if you want to process orders and payments, you can utilize the Instagram Store Settings. You can either click on **Store Settings** or **Details** to access the controls.

![](/files/Wl93n7C9RcpbXGPk6EST)

This will open the following window with several fields and options.

![](/files/bEykFPiN4QGelT1GLkCy)

The options available are,

![](/files/YS7cUjKIlC8mGMtBYnVo)

* **Select Payment Partner** - This allows you to choose the payment processor.&#x20;

![](/files/DbYrXNRDdI6fYFhgkoOj)

* **Select Default Currency** - What currency do you want to charge your customers: *USD or HKD*.

![](/files/QNVMiOnIHUmTyZlaOzEz)

* **Test Mode or Live Mode** - The payment processor offers Live and Test Mode keys. Using this option, you can put the store on either Live or Test mode. If you're testing the payment processor, use the Test mode and its keys. Otherwise, choose the Live Mode.

![](/files/ILMEbaKOnfgvWDnJEwly)

* **Stripe Publish Key** - Use it to enter your Stripe Publish Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).
* **Stripe Secret Key** - Use it to enter Stripe Secret Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).

![](/files/UMepM40g2fpPZa9m5aDu)

If you've selected Yedpay as your Payment Partner, you'll get the following fields:

* **Yedpay Store ID** - Use it to enter your Yedpay Store ID based on the mode. Get your Yedpay Store ID [here](https://merchant.yedpay.com/admin/stores).
* **Yedpay Access Token** - Use it to enter your Yedpay Access Token based on the mode. Get your Yedpay Access Token [here](https://merchant.yedpay.com/user/my-personal-token).

![](/files/6W09A5RENbargFCN3ob0)

If you've selected Mpay as your Payment Partner, you'll get the following fields:

* **Select Language** - In what language do you want to enter Mpay details: English/Traditional Chinese/Simplified Chinese.
* **Mpay Merchant ID** - Based on the mode, enter your Merchant ID.&#x20;
* **Mpay Terminal ID** - Based on the mode, enter your Terminal ID.
* **Mpay Secure ID** - Based on the mode, enter your Secure ID.

![](/files/wn4ip7ITTL8GCYW6DQIk)

* **Payment Success Message**.
* **Payment Failed Message**.
* **Payment Default Message**.

Use the above fields to send customers pre-defined messages based on the payment status.

![](/files/VIIo60BhMqfewm3NmbRk)

Once you're done with the customization, click **Save Payment Settings**.

#### Instagram Message Templates

Different customers often reach out with the same queries, and answering them repeatedly could become overwhelming. Therefore, create Message Templates, and when customers reach out, simply use them.

To create your message templates, click on **Manage Templates**.

![](/files/6LYWKia5tX4lEsr9nYFo)

A new window will appear with a **Create Message Template** button.

![](/files/FpLmsjuwOf9xXHiGCWki)

Simply click on it and it will bring a popup to create the template.&#x20;

![](/files/f7ngCjW4qarUoVD4Vwlg)

Here, name your template. Insert placeholders to personalise the message. Edit the message or fill the text around placeholders. Use a File, and even provide customers with an option to unsubscribe.

![](/files/JamDmsGyZMFl6QIlaaWe)

Once done with the template, click Save, and it will be shown to the message templates library.

![](/files/iTmxQDTdD79X43sK4XSb)

#### More Customisation Options for the Instagram Channel

In addition to the [Instagram Store Settings](#facebook-store-settings) and [Message Templates](#facebook-message-templates), there are a few more options you can utilise.

![](/files/N7BAezWEGlhHClbvtrhQ)

* **Edit** - It provides you with the option to change your Channel Name; Add Webhook URL and Reauthorize Facebook connection.&#x20;

![](/files/ybVYIgsIXtG6lh4c1WB4)

* **Delete** - Simply delete the channel.
* **Mark as Default** - You'll see this particular channel as the primary channel in the Chat.
* **Copy Channel ID** - Copy Channel ID.


# WeChat Integration


# Telegram Integration

Use RUM Work Telegram Channel to connect with a Telegram Bot and interact with customers over Telegram messages.

![](/files/ENhY4bh2Xq20tVnsVt3N)

Launched in 2013, Telegram offers a robust and secure cloud-based instant messaging platform to over 700 million active users to communicate without interruption. If your business provides Telegram-based support, you can utilize the RUM Work Telegram Channel.

To create a Telegram channel in RUM Work, you'd require a few things,

* An active Telegram account.
* And a Telegram bot.

{% hint style="success" %}
If you've got a Telegram account, the following steps will allow you to create a Telegram Bot.
{% endhint %}

{% embed url="<https://youtu.be/L-pL-j3M6Lk>" %}

Prefer watching a video? Then hit the play button above. Or, continue with the following.

### Step 1 - Create a Telegram Bot

To create a Telegram Bot, you need to open your Telegram App and click the search icon.&#x20;

![](/files/R2wHOrTTUOXvpz7UpPDi)

Then, search for *BotFather* and select the one with a verified sign like the following image.

![](/files/dvMRssLrMAfAawiJWO4x)

This will lead you to the conversation window. There, you have to click **START** to initiate the process.

![](/files/eCRnP9Ju3mfC2E91mv85)

After this, you've to send the command:

> /newbot

![](/files/bQL9gfbpzBIUfJYHeuzD)

This will allow you to name your bot; therefore, assign a name to your Telegram bot. You can keep a generic name; however, keep it recognisable if you need to know later why you created it.

![](/files/jqLtDySj6N9NIZZLP278)

After naming your bot, you need to assign a Username to it.

{% hint style="info" %}
When you assign the username, ensure it's ending with either Bot or bot.
{% endhint %}

![](/files/ixnErIk2RNBUR7taQBya)

Once you set the username, it will share the token to access the HTTP API. Simply copy and save it to your local system. Then, move to the next step to create a Telegram Channel in RUM Work.

{% hint style="success" %}
For Telegram Channel, you now have access to the token required for creating the channel.
{% endhint %}

### Step 2 - Use Token to Create the Telegram Channel in RUM Work

To create a Telegram Channel in RUM Work, go to the *Channels,* and click **Configure** for Telegram.

![](/files/O9RZfLsjWfEltWRATbk6)

Or you can click *Create Channel,* then select Telegram and click *Next*.

![](/files/uJVEtw6ft5GYs2HD3oL7)

In the popup that will appear, enter the Title and the Token which you've generated by following the [previous step](#step-1-create-a-telegram-bot).&#x20;

![](/files/EH1tlLC7nO47AAof7Aw1)

Once done, click Finish.&#x20;

{% hint style="success" %}
You've successfully created a Telegram channel in RUM Work. Now, you can communicate with the customers using Telegram.
{% endhint %}


# WhatsApp

Through this guide utilise WhatsApp Store Settings

### Overview

WhatsApp Store Settings allows you to process orders and payments through RUM Work. We provide support to WhatsApp using 4 Channels -

1. [360dialog](/messaging-channels/whatsapp-integration/360dialog)
2. [Emma](/messaging-channels/whatsapp-integration/emma)
3. [Maytapi](/messaging-channels/whatsapp-integration/maytapi)
4. And [Cloud API](/messaging-channels/whatsapp-integration/cloud-api)

For Maytapi WhatsApp Store Settings, you can refer to our [Maytapi Integration](/messaging-channels/whatsapp-integration/maytapi#store-settings) docs. And for the remaining WhatsApp Channels, you can follow this guide to utilise Store Settings.&#x20;

### Open Store Settings

To open WhatsApp Store Settings for 360dialog, Emma and Cloud API, simply click the **Store Settings** for the respective channel in the Channels.&#x20;

![Opening Store Settings for WhatsApp](/files/X3DZHTZZ9U46AlkeohtM)

This will the WhatsApp Store Settings with the following options,

![WhatsApp Store Settings Options](/files/bYNNtkcAeEr2Kp4n1Lq1)

* **Catalog Settings** - Using this, you can access the products list (catalog) on Facebook. Or, create new lists of products (Catalogs.)
* **Products** -&#x20;
* **Payment Settings** - Setup payment partners to process orders.

Explore the following doc pages to learn more about Store Settings' options.

{% content-ref url="/pages/covnnY2D2A8ZFfGZhxmp" %}
[Catalog Settings](/store-settings/whatsapp/catalog-settings)
{% endcontent-ref %}

{% content-ref url="/pages/BzRMYV2ayHsFjl982LxA" %}
[Products](/store-settings/whatsapp/products)
{% endcontent-ref %}

{% content-ref url="/pages/H781wLqZW7tSzkUa4ByY" %}
[Payment Settings](/store-settings/whatsapp/payment-settings)
{% endcontent-ref %}


# Catalog Settings

Access Product Catalog on Facebook to process orders from WhatsApp Channels.

### Authorisation

Using the Catalog Settings of a WhatsApp Channel, you can provide users or customers with product list available on the Facebook Store and enable them to purchase the products directly from WhatsApp chat.&#x20;

![Product Catalog Option in WhatsApp](/files/XN6HnAxFPBza7uSTbJ63)

In order to do so, you have to access the Catalog List, and the first step to do that is by authorising the Channel from Facebook. So, for that, click the **AUTHORIZE FACEBOOK** button.&#x20;

![](/files/nggbL3dnKQDpQSPt8QV6)

A new mini tab will open; there, you've to log in to your Facebook Account.

![](/files/Egdk39mUiXoRiue0WPeS)

Then, click **Continue** for the permission the RUM Work platform requires.&#x20;

### Select Business

As soon as you allow the permission, you'd see a new option in the Catalog Settings to Select a Business.&#x20;

![](/files/FYZ8NaQOmy7xZe6gnVS9)

Here, select the Meta Business Account you've used to create the Channel and link it with RUM Work. Once you select the business, a few more options appear:

![](/files/3TyMzbYfcpaFas2x9aOn)

* **Connect Catalog**
* **Create New Catalog**
* And the **Select Catalog**

### Connect Catalog

To access the Catalog on Facebook Store, it's necessary you connect it with the WhatsApp Channel. Therefore, click on the **Connect Catalog** button.

![](/files/13V6l83Q6C0h5AdE5AVI)

This will lead you to the [Facebook Catalog Linking](https://business.facebook.com/wa/manage/catalog-linking/) page. To connect the channel and access Catalog, click **Choose a Catalogue**.

![](/files/H86WXOK08eVlvisGjAwd)

Then, select a Catalog from the available list, and click **Connect Catalogue**.

![](/files/lKgDvVD9TIl578Pla4UV)

Once you'll do that, you'd find the connected catalogue as the following.&#x20;

![](/files/DChyENb4YDZd9kJjM3wB)

### Select a Catalog

After connecting the catalog, what next you need to do is select the catalog in the Catalog Settings of RUM Work. You can also create a new catalog by clicking **Create New Catalog** button. And once you've created the catalog, you need to follow the [previous step](#connect-catalog) to connect it with the RUM Work Channel.&#x20;

Then, you have to select it. And to do that, go **Select Catalog** → and select the catalog you've connected.

![](/files/b1JldCvLbFDoh3tL6mBZ)

And after selecting the catalog, click **Save Settings**.

![](/files/NbzgzTY7QBRkWY0YdewO)

Once you save the settings, you can view your products in the [Products](/store-settings/whatsapp/products) tab.


# Products

Using the Products tab in WhatsApp Store Settings, you can view products added to Facebook.&#x20;

<figure><img src="/files/fqpE6annE02iybWMybVT" alt=""><figcaption></figcaption></figure>

Further, using the **Synchronize Products with Facebook**, sync products created in the Catalog Settings to Facebook.


# Payment Settings

Setup payment partners to process orders from RUM Work WhatsApp Channels.

To configure the Payment Settings of your WhatsApp Channel, click **Payment Settings.**

![Opening WhatsApp Store Payment Settings](/files/JHHYi3WMjGfN6vdanM0f)

This will open the following window with several fields and options.

![Payment Settings Fields](/files/bvO7oHXAyCuN3bAgSwPa)

The options available are,

![](/files/KetitlHGAgHL8J4uBvVs)

* **Select Payment Partner** - This allows you to choose the payment processor.&#x20;

![](/files/7WKJ8vYTMDRUIijtZt5l)

* **Select Default Currency** - What currency do you want to charge your customers: *USD or HKD*.

![](/files/EUhBqwUVuYD8KcJkBVng)

* **Test Mode or Live Mode** - The payment processor offers Live and Test Mode keys. Using this option, you can put the store on either Live or Test mode. If you're testing the payment processor, use the Test mode and its keys. Otherwise, choose the Live Mode.

![](/files/MMqcqdyuefbmyEJSDFM8)

* **Stripe Publish Key** - Use it to enter your Stripe Publish Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).
* **Stripe Secret Key** - Use it to enter Stripe Secret Key based on the mode. Get it [here](https://dashboard.stripe.com/apikeys).

![](/files/GM7AC7dGreGy7A3nudAh)

If you've selected Yedpay as your Payment Partner, you'll get the following fields:

* **Yedpay Store ID** - Use it to enter your Yedpay Store ID based on the mode. Get your Yedpay Store ID [here](https://merchant.yedpay.com/admin/stores).
* **Yedpay Access Token** - Use it to enter your Yedpay Access Token based on the mode. Get your Yedpay Access Token [here](https://merchant.yedpay.com/user/my-personal-token).

![](/files/W1kieHe4SZ5zAMGWt4kx)

If you've selected Mpay as your Payment Partner, you'll get the following fields:

* **Select Language** - In what language do you want to enter Mpay details: English/Traditional Chinese/Simplified Chinese.
* **Mpay Merchant ID** - Based on the mode, enter your Merchant ID.&#x20;
* **Mpay Terminal ID** - Based on the mode, enter your Terminal ID.
* **Mpay Secure ID** - Based on the mode, enter your Secure ID.

![](/files/8EwVA8OJ60i6fse03atb)

* **Payment Success Message**.
* **Payment Failed Message**.
* **Payment Default Message**.

Use the above fields to send customers pre-defined messages based on the payment status.

![](/files/jrmTywnDabuE6y0gQ7fd)

Once you're done with the customization, click **Save Payment Settings**.


# Facebook

For Facebook Store Settings, please refer to our [Facebook Integration](/messaging-channels/facebook-integration#facebook-store-settings) doc.


# Instagram

For Instagram Store Settings, please refer to our [Instagram Integration](/messaging-channels/instagram-integration#instagram-store-settings) doc.


# Create a Facebook Page

To create a RUM Work Facebook Channel it's necessary to have a Facebook Page. This guide will help you how to create one.

The following steps are to create a Facebook Page using a computer. Thus, make sure you're using the correct device.

* To create a Facebook, first, log in to your Facebook account.&#x20;

![](/files/x2cf97LlWENZJr5jamSO)

* Once logged in, head over to the Menu (top right corner,) then go to **Create** and select **Page**.

![](/files/LWEHs8CfmHg92uRCGNP8)

* In the Page Information fill the details as,
  * **Page name** - Set your page name&#x20;
  * **Category** - Choose the category that best describes your page.&#x20;
  * **Description** - Add a small description of your page in 255 characters.

![](/files/PTLNNHxe5zHdM33fyPc5)

* Once added the above information, click **Create Page**.

![](/files/9787Ly4ZYpDjBDGYtmky)

* It'll take a few moments to create the page. Once the page has been created, a new section will appear Images, asking you to,
  * **Add Profile Photo**
  * **Add Cover Photo**
* Upload your images, and then click **Save**.&#x20;

![](/files/6Pok2JqsTFIPAkLXQFXj)

* It will take you to your page.&#x20;

That's it; you've created a Facebook Page. Now, [return to Create RUM Work Facebook Channel](/messaging-channels/facebook-integration#step-1-access-rum-work-channels) steps.


# Assign Facebook Page Admin Role

To create a RUM Work Facebook Channel it's necessary that you're the admin of the Facebook Page that you'll connect with RUM Work Channel.

If you're not the admin of the Facebook Page, ask the admin to make you by following the steps below.

{% hint style="info" %}
The following guide is only for Classic Pages on Facebook.
{% endhint %}

* To assign an Admin role to a Facebook Page, first, login to your Facebook account.

![](/files/x2cf97LlWENZJr5jamSO)

* Then, click **See More** (Left Tab/Menu), if you don't find the Pages option already there. Or simply, click **Pages**.

![](/files/y7eM1gzXYZWkD6HP6gCs)

* From the pages list, select the page you want to assign a new admin.

![](/files/b4TCyyCzdbjBW1i9dlrm)

* Then, scroll the Left Tab downward, and select **Settings**.

![](/files/qzHpbJ71UHBjQkulWgYk)

* From the Left Tab, select **Page Roles**.

![](/files/zpOBzZd6acwZOd6G9F42)

* A new window will appear with *Assign a new Page role* option. Click on **Jump to Section** right next to it.

![](/files/XxfRdId339VjZuSbbkA8)

* It will take you to the Assign a new Page Role. Here, add the user's email or their name. Select the person that appears. Then, change *Editor* to *Admin*, and click *Add*.

![](/files/3m5uSFrOaaLsOb4DBtdp)

That's it; you've successfully assigned an admin role to a Facebook Page. Now, [return to Create a RUM Work Facebook Channel](/messaging-channels/facebook-integration#step-1-access-rum-work-channels).


# Switch Instagram Personal to Business

An Instagram Business Account is necessary to create an Instagram Channel in RUM Work. The following guide will assist you in how to convert a personal account into a business.

### Instagram Personal to Business

1. First, open your Instagram application, then go to your profile next to likes (bottom right corner.)
2. In the profile, tap on <img src="https://static.xx.fbcdn.net/assets/?revision=424874742891505&#x26;name=instagram-sidetrayhamburger-ios&#x26;density=1" alt="Menu" data-size="line"> (top right corner.)
3. A menu will appear; in it, select **Settings.** <img src="/files/FBWlJgxN64j6ooxu6wuj" alt="" data-size="line">
4. Then, choose **Account**. <img src="/files/5veDSfu71jv0jTpw3s71" alt="" data-size="line">
5. Scroll down and selec&#x74;**, Switch to professional account**.
6. Tap **Continue.**&#x20;
7. Search your business category or select from the given. Once selected, tap on **Done.**
8. It will take a few moments to process your account. Once the process is completed, select **Business** and tap on **Next**.
9. On the next screen, add your contact details and tap on **Next.**
10. The next screen will ask you to connect to a Facebook Page. You should consider doing that because it will be required to create a RUM Work Instagram Channel.&#x20;

{% hint style="info" %}
If you've connected your Instagram account while converting it to a Business account, you can [return to creating a RUM Work Instagram Channel](/messaging-channels/instagram-integration#step-1-access-rum-work-channels).
{% endhint %}

### Connect Instagram to a Facebook Page

For RUM Work Channel to work, you need to connect your Instagram Business Account to a Facebook. The following guide will assist you to do that.

1. Login to your Facebook account, then from your Feed, go to **Pages**![](https://static.xx.fbcdn.net/assets/?revision=424874742891505\&name=fb-pageflag-desktop\&density=1) in the left menu.
2. From the page list, select the page you want to connect.
3. Then, go to your Left Tab/Menu, scroll down and select **Settings**![](https://static.xx.fbcdn.net/assets/?revision=424874742891505\&name=fb-settings-comet\&density=1).
4. Once you're in the settings, click **Instagram**, then further click **Connect Account**.
5. Set **Allow access to Instagram messages in Inbox** to ON.
6. Then, click **Confirm**.
7. After this, enter your username and password and click **Log In**.
8. Click **Connect account**, then click **Confirm**.

{% hint style="success" %}
That's it; you've successfully connected your Instagram account to a Facebook Page. Now, [enable Instagram Message Control](/more-how-tos/allow-access-to-messages-in-instagram), if you haven't already. Or [return to creating a RUM Work Instagram Channel](/messaging-channels/instagram-integration#step-1-access-rum-work-channels).
{% endhint %}


# Allow Access to Messages in Instagram

For RUM Work Instagram Channel to work and interact with customers over Instagram Direct Messages, allowing access is must. The following steps will assist you how to do that.

1. Open your Instagram application, and go to your profile next to likes. (Bottom right corner.)
2. Then, tap on Menu![](/files/FWestBuGYaneKq7qsbuF).
3. From the menu that appears, select **Settings**![](https://static.xx.fbcdn.net/assets/?revision=424874742891505\&name=instagram-newsettings-ios\&density=1)**.**
4. Then from Settings, choose **Privacy** → and then **Messages**<img src="/files/WWQwDG0G7yOBENiVL608" alt="" data-size="line">
5. There, Under Connected Tools, set **Allow Access to Messages to** O&#x4E;**.**

{% hint style="success" %}
That's it; you've successfully allowed access to messages. Now, [return to creating a RUM Work Instagram Channel](/messaging-channels/instagram-integration#step-1-access-rum-work-channels).
{% endhint %}


# How to Delete WhatsApp Account

To delete a phone number for WhatsApp Business Platform API, follow the below steps:

1. Visit the Facebook Business Manager, [https://business.facebook.com/settings/](https://business.facebook.com/)
2. Then, select the business account, and go to your Business Settings page by clicking the<img src="/files/TDIttljbXZ9KVtmnKGhe" alt="" data-size="line">Settings Icon button in the lower left corner.
3. Select, **WhatsApp accounts** **→** **Settings** **→** **WhatsApp Manager**&#x20;
4. A new tab will open, there find the WhatsApp Platform you've created before, then click on it.&#x20;
5. On the next screen, you'll see the phone number. Click on the Delete Icon button.&#x20;

<figure><img src="https://scontent.fjai2-2.fna.fbcdn.net/v/t39.8562-6/271921347_1588253434854319_8931215775670693379_n.png?_nc_cat=110&#x26;ccb=1-7&#x26;_nc_sid=6825c5&#x26;_nc_ohc=-Sh4AvlAfIYAX8VbwZA&#x26;_nc_ht=scontent.fjai2-2.fna&#x26;oh=00_AT-m0YCUxQYEjHYJ5OIhewm71v2x77hqNE-WZ1qIE8CU1g&#x26;oe=6312EF7E" alt=""><figcaption></figcaption></figure>


# Add Payment Method

Add and Manage Payment Methods to Subscribe RUM Work Plans

Using a payment method, you'll be able to subscribe to one of the subscription plans of RUM Work. To add a payment method, go to **Billing** in the left sidebar.

<figure><img src="/files/yzR0fzL9K1U5kY8SSEIN" alt=""><figcaption></figcaption></figure>

Then, scroll down and click **Add** in the *Add Payment Method*.&#x20;

<figure><img src="/files/qI1GZtb42VW2v309aIuM" alt=""><figcaption></figcaption></figure>

It will open the Add Payment Method modal, enter the payment method details, and click **Add Payment Method**.

<figure><img src="/files/iUju70rB7EQPegbaNBZG" alt=""><figcaption></figcaption></figure>

Once the payment is added, you'll find in the payment list.&#x20;

<figure><img src="/files/5zeWHL4Xqu6xHrmcP3VM" alt=""><figcaption></figcaption></figure>

You can add a new payment method by clicking the **Add** button. Or delete an existing one by simply clicking the<img src="/files/5b3dlVVwafQnRyYMstQb" alt="" data-size="line">Trash Icon button.


# Manage Subscription Plans

Upgrade, Downgrade, Change Currency, and Plan's Billing Cycle.

### Overview

Once added a [payment method](/payment-method-and-subscription/add-payment-method), using the Billing module, you can subscribe to RUM Work's different plans. Upgrade or downgrade from a plan whenever required. Change billing cycle and more.&#x20;

<figure><img src="/files/pKgLk5Buc7XckW8sLRCv" alt=""><figcaption><p>RUM Work Billing Window and Its Options</p></figcaption></figure>

The following sections will help you utilize the billing at your convenience.

### Available Plans

Currently, RUM Work offers 3 plans, of which one is free, and the other 2 are available under Monthly and Yearly cycles. You can pay using USD or HKD.&#x20;

* Lifetime Free.
* Growing.
* Professional.

### Subscribing to a Plan

If you're using the Lifetime Free plan currently, then you've got two options:

<figure><img src="/files/nAen0PSr6b7xF89WZTCp" alt=""><figcaption></figcaption></figure>

* Try the free trial of the Growing or Professional plan.
* Or directly subscribe to either Growing or Professional.

To avail the free trial, first, ensure -&#x20;

* Billing Cycle: **Monthly** or **Yearly.**&#x20;
* Currency: **USD** or **HKD**.

After selecting the Billing Cycle and Currency, click ***Start 7 Days Free Trial**.*

<figure><img src="/files/NlJocYXEUDd4O6zMeQZB" alt=""><figcaption></figcaption></figure>

Then, click **Confirm*****.*** And you'll be on the free trial. Once the trial end, your account will be downgraded to the Lifetime Free plan.

To subscribe, click **Subscribe** for the required plan.&#x20;

<figure><img src="/files/GPOr4noGUgHu9Q8vQVuN" alt=""><figcaption></figcaption></figure>

Then, [add a payment method](/payment-method-and-subscription/add-payment-method) if not already, otherwise click **Pay Now**.&#x20;

<figure><img src="/files/94P62PYf6ZluINgChwpT" alt=""><figcaption></figcaption></figure>

Click **Change** if you want to pay using a different method.

### Billing FAQs

<details>

<summary>How secure is the RUM Work platform?</summary>

To process your payment, we use Stripe as our payment partner, a certified PCI Service Provider Level 1.

RUM Work never stores your credentials.

</details>

<details>

<summary>What's the refund policy?</summary>

Please contact support to learn more about RUM Work's Refund Policy.

</details>

<details>

<summary>Can I cancel anytime?</summary>

Yes, you can cancel your RUM Work subscription at any time. Once you cancel, you'll have access to the premium features until the plan ends.

</details>

<details>

<summary>How do I get my payment invoice?</summary>

Your payment invoice will be emailed to you via Stripe.

</details>

<details>

<summary>How do I upgrade/downgrade my plan?</summary>

Click subscribe for the plan you want to upgrade/downgrade.

</details>

<details>

<summary>How will I be charged when I upgrade/downgrade my plan?</summary>

When you upgrade/downgrade your subscription plan, the charge will be prorated based on the used plan's days.

</details>

<details>

<summary>What should I do when I am charged but unable to use the features?</summary>

Please contact support.

</details>

<details>

<summary>What happens when a payment method fails?</summary>

In case of failed payment attempt, the user account would go into an error state, and the admin will be notified.

</details>

<details>

<summary>My payment was declined. Now what?</summary>

Please try to subscribe with another payment method. If the issue persists, please contact support.

</details>

<details>

<summary>How do I change the payment currency on my account?</summary>

You can change your currency from USD to HKD. And HDK to USD. Simply click the currency buttons situated above the plans.

</details>

<details>

<summary>How do I change my credit card information?</summary>

To change your credit card information, click **Add** button in the Add Payment Method section.

</details>