Support Scenarios
This guide provides standardized responses and internal protocols for common client requests.
Configuration & Setup
How to change video links in the "Learn More" link?
Resolution Path:
- Login to Internal Dashboard > Select Client Name.
- Navigate to Onboard Form > Guide Links > Change the video.
- If the option is missing: Raise a CFR to the tech team to provide the option or replace the video manually.
How to configure sales from BoB to Google Analytics?
Protocol:
- Campaign data can only be captured in GA using UTM parameters.
- Requirement: The Template must feature a CTA button with a Dynamic Link to support UTM configuration.
How to find "Organization ID" for the mobile app?
The Organization ID is the brand name prefix in their dashboard URL.
- Example: For
https://krishnaayurved.mybusinessonbot.com/, the ID is krishnaayurved.
Marketing & Attribution
What is the attribution window?
If a customer places an order within 72 hours (3 days) of receiving any message (e.g., Abandoned Cart, Campaign), it is recorded as a send-based attribution in the dashboard.
Can we add Stories, GIFs, or Stickers to BoB WhatsApp?
No. WhatsApp Business currently does not support the use of Stories, GIFs, or Stickers.
Exporting unsubscribed contacts (Excel/CSV)?
Steps:
- Go to User Segmentation > Create a Segment.
- Add Rule: Customers > Customer who unsubscribed.
- Generate and download the report for that segment.
App & Notifications
Mobile App notifications are not working?
Status: Notifications are currently in development and may be erratic. Basic Checks:
- Confirm the client enabled Notification Permissions for the BoB app.
- Ensure the phone is not in Silent Mode.
App asks to login every time it is opened?
Steps:
- Ask the client to check for and install a New Update.
- If no update is available, have them uninstall and reinstall the app.
Account & Support Escalation
Handling Churn Requests?
Forms of Churn: Pause subscription, discontinue services, disable 2FA, or direct requests. Action: For all such requests, you must fill in the Churn Form.
Invoice revisions?
Ask the client for the specific discrepancy in the invoice and then pass the details to Accounts.
Request for a call?
Immediately pass the request onto L2 Support.
Follow-up on previous requests?
Review previous tickets to understand the history. Speak with the relevant agent who handled the query previously to gain insights.
Adding team members to group chats?
Obtain the phone number from the client. Contact their BoB POC and request they add that number to the group.