Table of Contents

• What is the Chat Profile?

• What the parameters such as Status, Last Active, Source etc. signifies?

• How to configure First Message Tag?

• What is the significance of the First Message tag?

• Can audience segmentation be done on the basis of First Message tag?

• What comes under the Campaign Section of the Chat Profile?

• What is the significance of double green tick after each campaign name in the Campaign Column of User Profile?

• What is the attributes section?

• Can I customize these attributes according to my use case?

• What is the maximum limit on the number of attributes?

• Can I filter down my audience on the basis of these attributes?

• What are Tags and how to assign them?

• How to create new tags?

• What all track points are covered in the Customer Journey?

What is the Chat Profile?

The chat profile contains all the parameters of the user interaction with the business. Also, it maps all the events triggered by the business to qualify the user according to their interests which are used for sending personalized and targeted campaigns to the users in future. The chat profile includes Basic Parameters, Campaigns, Attributes, Tags and Customer Journey.

What the parameters such as Status, Last Active, Source etc. signifies?

There are various parameters in the user profile for individual user details:

1. Status: Active, Requesting, Intervened and Closed are the 4 different user status.
​
​Active: If the user is in the Active section, the status is “Active”. This means the chat is handled by the WhatsApp chatbot.
​
​Requesting: If the user needs an agent intervention, the status changes to “Requesting”. All the chats in the requesting section would have Requesting as their status.
​
​Intervened: The status changes to “Intervened” once the chat is intervened by the agent.
​
​Closed: Once the query is resolved after intervening in the chat and the agent clicks on the “Resolve” button, the status changes to “Closed” and the chat is again transferred back to the chatbot.
​

2. Last Active: This shows the date and time of the last message sent by the user to the business. For example: 03-28-2021, 07:37 PM.
​

3. Template Messages: This shows the number of template messages sent to the user by the business.
​

4. Session Messages: This shows the number of session messages exchanged between the user and the business.
​

5. Unresolved Queries: This shows the number of queries for which requesting intervention got triggered. Basically, it shows the count of all those queries that the chatbot wasn’t able to solve and requested the agent intervention.
​

6. Source: It shows from where the user came in the Serri platform.
​
​Organic: If the user initiates the message with the business on WhatsApp, the source is assigned as Organic.
​
​API: If the chat is initiated via an API campaign with the user, the source assigned is API.
​
​Customized: You can import the data to the Serri platform in CSV format. While uploading it, the source can be customized to anything.
​

7. First Message: In this parameter, the first message tag will be assigned to the user according to the pre-defined message sent by the user. For example, there will be a different pre-defined message for different product/service pages, and different ads within different ad sets.
​
Now, if a user is coming from the “Product A” page, the “Product A” tag will be assigned to the user as a first message tag.

How to configure First Message Tag?

Any tag can be created as a first message tag. While creating different tags from the “Manage” section, there is an option to make the tag a First Message Tag. You can also make changes to First Message Tag directly from a User's Profile.

You just need to implement that feature and it will be used for the first message tag.

What is the significance of the First Message tag?

The first message tag signifies the interest of the user in a particular product or service. This makes the business know the landing source of the user on WhatsApp.

For example, if the user is coming from the “Product X” page, the “Product X’ tag will be assigned to the user.

This implies that the user is interested in Product X. Similarly if the user is coming from an Ad of “Service A”, the “Service A” tag will be assigned to the user in an automated manner.

Can audience segmentation be done on the basis of the First Message tag?

Yes, you can segregate your audience on the basis of First Message Tags and can send a personalized & target broadcast campaign.

What comes under the Campaign Section of the Chat Profile?

This contains all the records of the campaigns sent to a particular user. This makes sure that the Agent knows what all campaigns have been sent to the user, what all the user have read and what all got ignored.

What is the significance of a double green tick after each campaign name in the Campaign Column of the User Profile?

The double green tick is similar to the read receipts in WhatsApp App. This shows that if the user has seen/read a particular campaign message and which campaign message got ignored/unnoticed.

What is the attributes section?

The attributes are considered as the qualifying parameters of the users based on which you can easily categorize a particular set of users.

E.g. Name, email, Tags, Country & many more.

Here's an example: Let's say you wish to send a Broadcast to new leads. While adding the leads to Serri, you assign a Tag named Lead to all the contacts & upload the contacts to Serri.

Here, the tag Lead is a defining attribute using which you can filter a set of users while Broadcasting.

These attributes can very well be collected by a WhatsApp Chatbot.

Can I customize these attributes according to my use case?

Yes, all the attributes are customizable. Moreover, you can configure the attributes at any point in conversation within the chatbot.

You can customize attributes directly from a User's Profile. Just reach a User's Profile & under the Attributes Section, and click the pencil icon to make the necessary changes.

What is the maximum limit on the number of attributes?

The limit on attributes depends on your Serri Subscription plan. If you are on the Basic plan, you can add 5 Attributes, 20 attributes in the Pro plan & Unlimited attributes in the Enterprise plan. To know more, check out the Pricing Page.

Can I filter down my audience on the basis of these attributes?

Yes, audience segmentation can be done on the basis of attributes. Using this, personalized and targeted broadcast campaigns can be sent to the users.

What are Tags and how to assign them?

Tags are the qualifying parameters that agents can assign to the users on the basis of their interaction with the business. There are automated tags along with manual tags that agents can assign. Automated Tags include First Message Tags, API Tags and Broadcast Tags.

Assigning tags to users is really simple. First, configure all the tags that are relevant to your use case from Tags Category in Manage Section.

Once they are defined, the Agent needs to click on the drop-down option and select any of the pre-defined tags which he needs to assign to the user. The last step is to just click on the “Add” button.

Also, if the Agent wants to add a new tag that isn’t pre-defined already, a new tag can be created and added from the Tag section itself from the chat profile.

How to create new tags?

New tags can be created from the Tags Category in Manage Section or from the Tag Window itself in the User Profile.

What all track points are covered in the Customer Journey?

Customer journey keeps a track of all the events exchanged between the Agent and the User. For example, which Agent intervened in the chat, which agent added which tag, what all campaigns have been sent to the user and so on and so forth. Moreover, the date and time of each event are also mapped.