The Platform

This document covers details of how to use the platform

Dashboard

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The landing page of the vCX platform is the dashboard.

The main page shows important stats that are useful like total messages, total chat, total customers, and total orders/appointments in the last 30 days

It is neatly laid out to give you access to all features of the payment using the vertical left menu bar

The menu bar can be expanded to get a full view by clicking on the hamburger menu lines 

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Customer Response Management - CRM

vCX – The Social CRM by Versalence is designed to revolutionize customer communication and engagement by integrating multiple channels into a single omnichannel interface. It brings together messaging platforms and social media channels, offering businesses a seamless and unified way to interact with their customers.

Customer Response Management - CRM

Conversations

vCX – The Social CRM by Versalence is designed to revolutionize customer communication and engagement by integrating multiple channels into a single omnichannel interface. It combines messaging platforms and social media channels, offering businesses a seamless and unified way to interact with their customers.

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Key Components of the Social CRM

1. Conversations

Conversations encompass all messaging channels that enable real-time communication with customers. These include:

Conversations are ideal for direct, instant interactions and customer support, enabling businesses to respond to inquiries quickly and efficiently.

Customer Response Management - CRM

Interacations

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2. Interactions

Interactions focus on social media channels where businesses engage with customers through posts, comments, likes, and other social activities. These include:

Interactions help businesses manage their online presence, gather customer feedback, and build brand loyalty across social platforms.

How vCX Brings Everything Together

The Social CRM combines Conversations and Interactions into one centralized dashboard, enabling businesses to:

Contact Management

The Contacts Module in vCX – The Social CRM is designed to help businesses effectively organize, manage, and leverage their customer base for better communication and engagement.

Contact Management

Contacts

The Contacts Module in vCX – The Social CRM is designed to help businesses effectively organize, manage, and leverage their customer base for better communication and engagement.

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What is the Contacts Module?

The Contacts Module serves as the central hub for all your customer information, enabling businesses to:

Key Features

1. Contact Organization

Why Use the Contacts Module?

The Contacts Module empowers businesses to:

Contact Management

Groups aka Segments

Groups and Customer Segmentation

The Contacts Module in vCX takes customer segmentation to the next level with dynamic groups, enabling businesses to categorize and target their customers more effectively.

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What are Groups?

Groups allow you to segment customers based on multiple parameters, ensuring you always reach the right audience. These groups are dynamic, meaning they automatically update when customer information changes, ensuring your segmentation remains accurate and up-to-date.

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Segmentation Parameters

  1. Contact Attributes:

    • Name, email, phone number
    • Location (city, region, or country)
    • Tags for specific categories (e.g., VIP, leads, loyal customers)

  2. Order-Based Parameters:

    • Purchase history (frequency, last purchase date, or total spend)
    • Order type (products, services, or appointments)
    • Order status (completed, pending, or canceled)

  3. Engagement Metrics:

    • Interaction frequency (number of messages or responses)
    • Last communication date
    • Participation in previous campaigns

By combining these parameters, you can create highly targeted customer segments tailored to your business needs.

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Why Dynamic Groups Matter

Examples of Dynamic Groups

  1. New Customers:
    Segment customers who placed their first order within the last 30 days.

  2. High-Value Customers:
    Target customers with total purchases exceeding a specific value.

  3. Appointment-Based Segments:
    Group customers who have scheduled appointments in the upcoming week.

  4. Inactive Customers:
    Create a segment for customers who haven’t interacted in the last 60 days to re-engage them with campaigns.

  5. Tag-Based Segments:
    Use tags like "VIP," "Returning," or "Prospect" to segment contacts for personalized follow-ups.

How to Use Groups

  1. Define segmentation parameters based on customer behavior, tags, or orders.

  2. Use groups to:

    • Send targeted broadcast campaigns.
    • Automate follow-ups and reminders.
    • Analyze customer segments to refine strategies.

  3. Monitor group performance and tweak parameters to align with business goals.

The Power of Segmentation

With vCX’s dynamic and intelligent grouping, you can unlock the full potential of customer data to drive personalized engagement, improve campaign performance, and boost overall customer satisfaction.

Broadcast

Broadcast takes communication with customers to a new level. This sections allows you to personalise your conversations, updates with meaningful templates from our "Template Library" and your own customized templates. Creating Campaigns is much easier with templates, contacts, products and orders

Broadcast

Template Management

Templates Module

The Templates Module in vCX simplifies communication by enabling businesses to send predefined or customized messages quickly and effectively. Templates are powerful tools for initiating conversations, ensuring consistency, and saving time.

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What are Templates?

Templates are pre-approved message formats, currently available for WhatsApp, that help businesses engage with customers seamlessly. Whether you’re sending updates, offers, or reminders, templates make communication faster and more efficient.

Key Features

  1. WhatsApp Templates

    • Create templates for common communication needs like order updates, appointment reminders, or promotional offers.
    • Use pre-approved templates to ensure compliance with WhatsApp Business API policies.

  2. Template Library (Coming Soon!)

    • Access a library of predefined templates created for various use cases.
    • Pick a template, customize it to match your brand tone, or use it as-is.
    • Save time by avoiding the need to draft messages from scratch.

  3. Multi-Channel Integration (Future Scope)

    • Templates will soon extend to other messaging channels beyond WhatsApp for omnichannel communication.

Templates Category

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Template type

1. Marketing Templates

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2. Utility Templates

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3. vSecure Templates

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Why Use Templates?

Use Cases for Templates

  1. Order Confirmation: "Hi [Name], your order #[Order ID] has been confirmed and will be delivered soon!"
  2. Appointment Reminder: "Reminder: Your appointment with [Business Name] is scheduled for [Date & Time]. Reply 'Confirm' to confirm."
  3. Promotional Offer: "🎉 Special Offer! Get 20% off on all products this weekend. Use code SAVE20 at checkout!"
  4. Feedback Request: "Thank you for your recent order! We'd love your feedback. Click here: [Link]."

Future Enhancements

With the upcoming Template Library, businesses will be able to:

The Templates Module ensures you are always one step ahead in customer communication, making every interaction seamless, quick, and impactful.

Broadcast

Create Template

Template Creation

The Template Creation feature in vCX enables businesses to design and submit message templates for WhatsApp that serve as powerful tools for customer engagement, updates, and secure communication.

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Types of Templates Supported

  1. Marketing Templates

    • Used for promotional messages, offers, or campaigns.
    • Ideal for broadcasting and initiating customer engagement.
    • Example: "Hi [Name], enjoy 25% off on your next purchase! Offer valid until this weekend. Shop now!"

  2. Utility Templates

    • Designed for informational or transactional updates.
    • Perfect for sending order confirmations, appointment reminders, or status updates.
    • Example: "Your order #[Order ID] has been shipped. Track it here: [Link]."

  3. vSecure Templates (Add-on)

    • A specialized authentication template used for secure customer verification.
    • Designed to send OTPs (One-Time Passwords) or secure access messages.
    • Ensures security in communication for sensitive processes like login verification or order confirmation.
    • Example: "Your vSecure OTP is 123456. Do not share this code with anyone."

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Key Uses for Templates

Templates are versatile and can be used across the vCX platform:

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How to Create a Template

  1. Choose Template Category:

    • Select from Marketing, Utility, or vSecure.

  2. Draft Content:

    • Follow WhatsApp’s content guidelines for clarity and compliance.
    • Include placeholders (e.g., [Name], [Order ID]) to personalize messages.

  3. Submit for Approval:

    • Templates must be approved by WhatsApp before use.
    • Track approval status directly in the Templates Module.

  4. Deploy Templates:

    • Use approved templates in conversations, broadcast campaigns, or workflows.

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Coming Soon: Template Library

We are excited to announce the upcoming Template Library feature!

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Why Use vCX Templates?

The Template Creation feature in vCX ensures you always have the right message ready—whether it’s for promotions, customer updates, or secure verifications—helping you drive engagement and build trust at scale.

Broadcast

Campaigns

Campaigns

The Campaigns Module in vCX allows businesses to send targeted broadcast messages to groups of users, making it an essential tool for scaling customer engagement and communication.

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Types of Campaigns

  1. Single Send Campaign

    • Used to send a one-time broadcast message to a selected group.
    • Ideal for promotions, announcements, or immediate updates.

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  1. Multi-Send Campaign

    • Designed to schedule campaigns that run repeatedly based on a defined schedule.
    • Perfect for regular updates, reminders, or periodic promotional messages.

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Key Features

  1. Drag-and-Drop Campaign Designer

    • Build and customize campaigns easily with an intuitive drag-and-drop interface.
    • No coding skills required—anyone can design and launch a campaign in minutes.

  2. Template Integration

    • Attach pre-approved templates to campaigns for fast and compliant messaging.
    • Choose from Marketing, Utility, or vSecure templates depending on the campaign goal.

  3. Dynamic Group Targeting

    • Send messages to specific groups created in the Contacts Module.
    • Leverage dynamic segmentation to ensure targeted and relevant broadcasts.

  4. Scheduling Flexibility

    • Schedule campaigns to run once (Single Send) or repeatedly (Multi-Send) based on your business needs.
    • Automate recurring campaigns to save time and maintain consistency.

How to Launch a Campaign

  1. Design the Campaign:

    • Use the drag-and-drop interface to create your campaign flow.

  2. Attach a Template:

    • Select a pre-approved template to use as the message content.

  3. Choose the Target Group:

    • Select the group of users to whom the broadcast will be sent.

  4. Set the Schedule:

    • For Single Send, define the date and time for a one-time broadcast.
    • For Multi-Send, set up a schedule for recurring broadcasts.

  5. Launch and Monitor:

    • Launch the campaign and track its delivery and engagement metrics.

Benefits of vCX Campaigns

The Campaigns Module in vCX empowers businesses to reach the right audience at the right time with the right message, ensuring seamless and scalable communication.

Product

in vCX a product can be a physical product that you sell or a service that you offer. The section is neatly designed to create, upload or push your products into vCX and then being managed by META or Google Catalogs. These catalogs can then be sent to your customers on demand or via broadcast

Order

Like product, an order can be an order for a product purchased, a subscription registration, a meal, or an appointment. Order view can be changed into order view or calendar view based on your business. Orders cannot be created, but can be pushed into the system. Updates to products can be made from the system and can be sent to systems outside vCX or automations can be configured

Order

Order / Service / Appointment

The Order / Service / Appointment Module in vCX provides a centralized view of all your external orders, services, and appointments. This feature ensures businesses can seamlessly track, manage, and act on these records without switching systems, enabling faster and smarter workflows.

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Key Features

  1. Centralized Visibility

    • View all your Orders, Services, and Appointments in one place for better management.
    • Integrate external systems to pull in relevant data directly into vCX.

  2. Actionable Workflows

    • Perform key actions, such as sending updates or notifications, directly within vCX.
    • Push actions back to external systems if needed, ensuring continuity across platforms.

  3. Dynamic Group Creation

    • Use orders, services, or appointments as parameters to create dynamic groups.
    • These groups can be used to send targeted broadcast messages or campaigns.
    • Example: Send appointment reminders or promotional campaigns to customers with recent purchases.

  4. Seamless Integration

    • Integrate with your external CRM, booking, or order management systems to sync and manage real-time data.

How It Works

  1. Import and Sync:

    • Pull orders, services, or appointments from your external systems into vCX.

  2. Track and Manage:

    • Get a clear, organized view of all records.
    • Perform actions like sending confirmations, follow-ups, or reminders.

  3. Create Dynamic Groups:

    • Segment contacts based on order, service, or appointment status.
    • Use these groups for targeted broadcasts or campaigns.

  4. Push Actions to External Systems:

    • Update external platforms with actions taken in vCX, ensuring all systems remain in sync.

Benefits of the Order / Service / Appointment Module

The Order / Service / Appointment Module simplifies record management and ensures businesses can take timely, targeted actions to engage customers, drive operations, and enhance overall efficiency.

Settings

The control center of vCX is the Settings panel. It houses your profile as a user. As an administrator or user with previlages your may see My Company and My Plan

My Plan hosts a variety of settings including integrations, add-ons, configurations, billing etc.

Settings

Customizing your Webchat CSS

To customize your webchat CSS

 

Once the changes are done - upload the file back

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Click Edit&Save to apply your new CSS

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