Installation Guide | Witbor Proactive Suite

 

 

Welcome to Witbor Proactive Suite!

We're thrilled to have you here and eager to enhance your workflow with our application.

We'll guide you step by step to configure our suite simply and efficiently. Before we begin, make sure you have the following:

• An active Suite Professional plan or higher.
• Active integration of WhatsApp for Zendesk.
• Active Meta Business templates.
• Administrator permissions to create corresponding API connections.

Let's get started!

App Installation

To install the app, simply follow this link to the Zendesk Marketplace and click "Start free trial".

Next, connect your active Zendesk subdomain.

Payment Process

Once you've linked the application with your subdomain, we'll proceed with the subscription on the Stripe platform.

Complete the following details:

• Name
• Address
• City
• State/Province
• Postal code
• Country
• Discount coupon (if applicable)

Select the desired plan:

• Reactive Messaging
• Witalker for WhatsApp

Ready to proceed?

After filling out the details, click "Proceed to payment".

Accept the terms and conditions, and select "Start trial". Once payment is complete, you'll receive the corresponding receipt and invoice via email.

Credentials Setup

To activate our Suite, follow these two important steps:

1. Configure Zendesk credentials:
   
   • This will enable the Sunshine Conversations modules.
     
     
2. Authenticate as an end-user:
   You need to authenticate on our server to complete the setup.

How to access the modules?

1. Access the bulk module:
   • This module is located in the left navigation bar.
     
     
2. Access the individual module:
   • This module is located in the top navigation bar.

We'll enter the Settings tab where we'll proceed to configure the credentials by interacting with the Configure button.

To configure the credentials, follow these steps:

1. Access the Settings tab:
   • Go to the Settings tab.
   • Click the Configure button to begin.

Precautions:

Our suite automatically generates the following necessary credentials:

• Zendesk API Key
• Zendesk API Key User
• Sunshine Conversations Key
• Sunshine Conversations Secret
• WitborKey

Important Note: Due to platform technical limitations, only 10 Sunshine Conversations Keys can be generated per environment. If you've reached this limit, the application won't generate new keys. In this case, you must:

1. Use an existing key.
2. Generate a new key by first deleting any unused existing keys.

To check the number of generated keys, go to: admin/apps-integrations/apis/conversations-api

If you already have an existing Sunshine key, enter its concatenation in the application parameters.

Remember to adhere to the key format for proper validation. If the key is invalid, we recommend generating new credentials using the application.

Automatic Credential Generation

Complete the following registration form with your details. We suggest using the platform administrator's or billing manager's email, as this will be our means of communication for any issues and invoice delivery.

In case of emergency, we recommend storing all credentials generated during the process.

After generating the credentials:

1. Close the modal.
   
   
2. Verify that all fields are green, indicating successful suite configuration.

Additionally, you'll observe the activation of modules corresponding to the selected plan.

Messaging Token Creation

Almost there! You just need to generate a messaging token to automate sending messages to your customers.

To do this, go to our application, access the messaging module from the icon.

From this section, we'll configure the reactive messaging module. To do this, it's necessary to generate an integration token (ZiS).

Click "Generate token".

Important: Do not refresh the page or close the application during this process.

Keep this data secure and do not share it.

After configuration, you'll see a confirmation of installation and automatic message options will be enabled.

Additional Note: It's only necessary to interact with the "Update connections" button when:

• Changes are made to Zendesk API Keys.
• A new token is generated from the same application.

Otherwise, you can ignore the confirmation alert.

Additional Parameters Setup

Navigate to yourdomain.zendesk.com/admin/apps-integrations/apps/support-apps and click "Change settings".

Once configured, you can adjust the final optional parameters of the application, such as enabling statistical ticket creation, setting status, assigning an agent as requester in statistical ticket, hiding Meta example templates, and managing role and group restrictions.

Finally, click "Update" and the Suite will be ready to send notifications to your customers and automate workflows.

We hope this guide has been helpful. If you need assistance or have any questions, feel free to contact us! We're here to assist you during installation and ensure your experience is excellent.