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Understanding the Dashboard

Welcome to WhautoChat Cloud - your all-in-one platform for managing customer conversations, contacts, and messaging channels. This guide will help you get familiar with the dashboard and understand how to make the most of each feature.

🧩 Key Concepts & Terminologies​

Workspace
A Workspace is your main organizational hub in WhautoChat. Each workspace contains its own contacts, channels, agents, automations, and settings. You can create separate workspaces for different teams, brands, or business units.

Communication Channels
These are the messaging platforms you connect to WhautoChat (e.g., WhatsApp, Instagram, Messenger, Telegram, Live Chat). Each channel allows you to send and receive messages directly from the unified dashboard.

Team Inbox
A shared inbox where all conversations from every connected channel appear. Your team can collaborate, assign, and respond to customer messages in real time.

Agent / Team Member
A user with access to a workspace. Agents can chat with customers, manage contacts, and use features based on their permissions.

Contacts
Your customer records in WhautoChat. Each contact may have details like name, phone number, channel, tags, and conversation history.

Segmentation
The process of grouping contacts based on criteria (tags, activity, attributes) to target specific audiences for campaigns or automations.

Broadcasts
Bulk messages sent to a segment of contacts, such as promotions, updates, or announcements. Broadcasts can be scheduled and tracked.

Automations
Automations let you streamline workflows using:

  • Trigger: The event that starts the automation (e.g., new contact, message received).
  • Conditions: Rules that must be met for the automation to proceed (e.g., contact has a specific tag).
  • Actions: What happens when conditions are met (e.g., send a message, assign to agent, add a tag).

Reports
Analytics and insights on your messaging activity, agent performance, and customer engagement. Includes:

  • Communications: Message volume, responses by agents, and channel breakdowns.
  • CSAT (Customer Satisfaction): Customer feedback and satisfaction scores collected via post-chat surveys.

Integrations
Connect WhautoChat to other tools and platforms:

  • REST API: Programmatically manage contacts, messages, and more.
  • Webhooks: Receive real-time updates about events (e.g., new message, contact created) in your own systems.
💬 Need Help?

Reach out to our support team anytime – we’re here to help you connect smoothly. [email protected]

For detailed troubleshooting, refer to our Troubleshooting or contact support.