What is Mekari Qontak? Mekari Qontak is one of Mekari's products that provides an omnichannel customer engagement platform to simplify lead and client management through an automated chatpanel and integrated CRM. Mekari is a Software-as-a-Service (SaaS) company that provides cloud-based business automation solutions to support the development of various businesses in Indonesia, from small to large, through the use of technology.
How to apply for Offboarding of WhatsApp API number? To apply for the Offboarding process of your WhatsApp API number, you can submit it to our support team by sending your company details to support-qontak@mekari.com.
SSO (Single Sign On)
What is system SSO? SSO is a system where users can access all Mekari applications that have been managed by the system with one login.
What is the impact of implementing the SSO system on my Qontak account? With the implementation of the SSO system, you only need to log in using 1 email and 1 password for all Mekari accounts.
What happens when I have a different password from one account to another? SSO applies 1 email = 1 password, which when using a new password on a Qontak account will have an impact on other Mekari accounts.
Can I log in with the current password when I have a new account on Qontak's Omnichannel? If the account has added a new account or changed the password, please use the latest password.
What should I do if I forgot my password or want to reset it? If you have forgotten your password and would like to reset your password, you can click "Forgot Password" and please try logging in again after changing the password. You can also follow the guide here.
Will the new password I reset affect other Mekari accounts? Yes, it will affect
What if I have previously used a dummy email on a Qontak Omnichannel account? (example: xx@yz.co.id) If you previously used a dummy email, then you can contact Qontak's WhatsApp Hotline to change your email.
What if I want to change my Qontak email and match it with another Mekari account? Please contact the Qontak support team via Hotline, to request to change your Qontak Omnichannel email.
How do I register a Qontak account when I already have another Mekari account? When adding a new account to the Qontak Omnichannel, we recommend using an email already registered with another Mekari account.
How do I verify the password on another Mekari account when I add a new account on Qontak Omnichannel? When you add a Mekari account to the Qontak Omnichannel, other Mekari accounts will automatically follow the password used on the Qontak account and your account will be asked to verify to enter the latest password.
Inbox
How do I start a chat with a customer? The WhatsApp API feature does not allow users to send or initiate conversations directly to customers, for example: "Hello, can anyone help? Hello, how are you, Mr / Mrs?". To start a chat for the first time with a customer, for this WA API, you can only use 2 outbound message methods, namely by sending a special High Structured Messages (HSM) template for chats that have expired and sending broadcast/campaign messages. For this campaign message, in addition to sending messages to many numbers, you can also send messages to only one number in the same way.
When will the chat room expire? Room chat will expired starting from 24 hours referring to the last time the customer replied to a message or the time last seen.
Can I chat first once the room has been resolved? You can. If the room is already resolved, you can still chat first, by going through Broadcast and then a new room will be created. Here are the steps: 1. Enter the Broadcast menu, then you can create a broadcast message template first, until the status is approved. 2. After the template is approved, you can upload the contact list manually, with a maximum contact data that can be uploaded as much as 5000 data. 3. Then to broadcast, you can create a campaign message.
Is it possible to change the name & email of the agent? Changing the agent's name and email can only be done from the admin account (can only be done with laptop/PC devices). The steps to change the name and email agent: Login admin account - settings - accounts management - user - search user - edit - save.
Are we able to resolve en masse? Auto resolved expired chat is a feature that can be used to resolve several chat rooms at once whose status is more than 24 hours or expired without the need for the agent/user to click resolved one by one per room, agent can enable auto resolved expired chat in the resolved all expired chat section
Why is there a new message after the refresh? For use on google chrome, make sure you have allowed notifications with these steps: Click on the padlock image on the left of the URL > then on the Notification menu, slide it until it turns blue (meaning you have allowed notifications). With the following steps, the new chat will automatically enter without being refreshed.
How to block contacts? To block a contact, you can enter the chat room of the number, then click the red person icon. Keep in mind that blocking contact can only be done on unresolved chats.
Why can't I send messages on Qontak Chat Mobile Application? If you are an iOS user and have problems not being able to send messages on Mobile but are able to send them on the browser. We suggest that you can do the following: - You can update your Qontak Chat application. - If you are still experiencing the same problem, you can reinstall the Qontak Chat application via the App Store. - If you have done both of the above and are still experiencing the same problems, please contact the Qontak WhatsApp Hotline and attach data such as the specifications of the device used and a screenshot of the problem you are experiencing.
Why does the notification "Syncing" appear when I open the Qontak Chat mobile application? - You can update your Qontak Chat application. Please go to the Play Store or Apps Store and click "Update". - If you are still experiencing the same problem, you can reinstall the Qontak Chat application through the Play Store or Apps Store. - If you have done both of the above and are still experiencing the same problems, please contact the Qontak WhatsApp Hotline and attach data such as the specifications of the device used and a screenshot of the problem you are experiencing.
What if there is a problem when checking out the address not found appears on the IOS mobile apps? If you experience problems with the IOS application when checking out the address not found appears, this problem occurs because the GPS has not shown the location but has clicked check in. Your location needs to be synced again & make sure IOS is the latest update. We suggest you to do the following: - Make sure before you check-in and check out click on the GPS logo. - Click the sync button to load the data (at the end of the shift) because the data sync process will take time. - If you have done steps 1 & 2 and still have an error, you can contact our WhatsApp Hotline by including proof of the screenshot of the problem / video of the problem you are experiencing.
Broadcast
How to add samples? If there is a use of media/variables when creating the template, then you are required to fill in the section on the add sample menu. Add samples can be adjusted according to the existing column with the template, this step is used to inform Facebook that the template you submitted does not violate Facebook's commerce policy.
What size images can be broadcast? The size of the image that can be broadcast is a maximum of 6MB with square size. For more detailed information, you can visit the following link here.
Why does my template take a long time to load when submitted? For template loading on submit, this usually happens because of the following errors: 1. Variable double/unordered 2. There is a space at the beginning of the sentence 3. Enter consecutive more than 1x 4. The number of characters exceeds 1,024 5. There are double spaces between words 6. When adding samples using videos, you can use video samples under 10MB
Why my template was rejected? For templates that were rejected, this is a direct assessment by FB, here is a recap of the broadcast conditions: 1. It must not contain promotional or hard-selling content, sentences, or words. - solution: put it in a variable 2. No shortened links such as bit.ly, linktree, etc - solution: put in variable 3. There should not be too many abbreviations (must be abbreviated according to EYD which is allowed by FB). 4. Does not contain too many emoticons (maximum 5) 5. CTA - Phone number: the format already starts from the number 8 - URL: example https://qontak.com/broadcast When the template menu is entered only up to ".com/" the rest is a suffix (after approval) 6. Use good and correct grammar. 7. If it is rejected : - first, delete the ones that have been rejected - resubmit again with a different template title from the previous one - submit the template 2/3 days before broadcast
How do I create a new list? Log in to the Admin account, then click Broadcast, then click List, select Create New List, then click Upload Custom Contact, fill in the List name, click the desired file, fill in File, and finally click Select File and Save.
Why my template is pending? When the template has a pending status, it means that your template is being reviewed by the Facebook team. For the update of the template status with a time range of 0-24 hours, we also need to inform you that the approval comes from Facebook so Qontak's cannot speed up the process. However, if it's been >24 hours, the template is still pending, please contact our support team.
How to use variables during broadcasts? Variables are used to customize a word, how to use it, you can use the {{1}} symbol with numbers changing sequentially, to store variable data, you can add them in the excel column starting from column E.
Why did I fail to upload the list? To avoid failed uploads, you can ensure the following things first: 1. Make sure all column formats are "Text" 2. All variables don't use the consecutive enter 3. Column headings are all lowercase without spaces 4. If you have followed steps 1-3 it still doesn't work, please convert the file format to .xlsx
How to handle failed broadcast due to failed payment method? 1. Please make sure that the contact recipient has been filled in 2. Wait for the next 30-60 minutes 3. If after 60 minutes there is no updated log / still partially completed please contact our support team
How to Broadcast via API? To broadcast via API, you can access it here.
Can the WhatsApp API use WhatsApp channel? Currently the WhatsApp API is not able to use WhatsApp Channels, to create a WhatsApp Channel, you can learn about it here.
Template Pacing
When will the Pacing Template be implemented? October 12, 2023
Will all broadcasts go through Pacing Templates? No. WhatsApp (Meta) has its own criteria for filtering which campaigns/templates will go through Template Pacing, and this only applies to Marketing category templates.
Why can't I use a template that has been 'Disabled'? Because, the templates that are 'Disabled' are templates that have a 'Low' Template Quality, which means there are a lot of negative responses to the template. We recommend that you re-evaluate the template and create a new template.
What percentage of the 'Recipient List' will be affected by Template Pacing? Meta doesn't mention specific numbers for this. But they will take a portion that is considered fair and sufficient to carry out this evaluation.
I already got a High/Medium Quality Template, but it changed to 'Low' quality and the template was 'Disabled', what happened? Quality Templates are dynamic, where Meta will periodically update the status based on the message recipient's response. If in the middle of the broadcast process there are many negative responses (reports and blocks), then Meta will update the Template Quality status based on the assessment they receive.
I broadcast with a Marketing template, but the Template Quality status is 'Neutral', what does that mean? Not all broadcast campaigns will go through Template Pacing, if Meta does not assess that the campaign needs to go through Template Pacing, then the Template will get a neutral rating, or, 'Netural'.
How long do I need to wait for this ‘Pacing Template’ to take place? Meta claims this process will take more or less approx 30 minutes.
Package Usage
How do I check my balance? To check the balance, you can go to the admin account, then enter the finance menu -> select billing usage -> refer to the remaining balance column.
How do I see my conversation quota? To see the conversation quota, you can go to the Finance menu > then click Billing Usage > and you can see it in the Remaining Balance section.
What is Whatsapp Conversation Credit? Conversations that are obtained every month with the amount according to the package subscribed can be used to have a conversation with the category service (UI).
What are Monthly Unique visitors? Monthly Unique Visitor is the number of unique IDs (1 unique ID is calculated from 1 number for whatsApp and 1 ID account for other channels such as IG, Twitter, Email and Facebook) in each month.
How do I calculate my Whatsapp Conversation Credit & MUV Credit? A. Customer A sent a message today at 10:00 WIB, then was replied by the client (or auto responder / chatbot) at 10:05 WIB. Then 1 conversation will be counted from 10:05 WIB today, until tomorrow at 10:05 WIB. When customer A sends a chat again tomorrow at 10:30 WIB, then two (2) WhatsApp Conversation quotas have been used. - Customer A sent a message today at 10:00 WIB, then the SPV/Agent/auto responder/chatbot did not reply at all, so the conversation will not reduce the WhatsApp Conversation quota. - The client sends a broadcast message to 100 people (unique phone number), so this will use a quota of 100 WhatsApp Balance. The WhatsApp Balance quota will be reduced at the price according to the category B. Customer A sends messages with the WhatsApp number 628912345678 many times in 1 month. This will use up One (1) unique visitor quota. - Customer A sends a message but uses a different channel, namely Instagram. Then this will consume One (1) unique visitor quota, which is different from chats from WhatsApp.
Can my Monthly Unique Visitor & WhatsApp Conversation Credit balance be transferred in the following month? For MUV and WhatsApp Conversation Credit balances cannot be transferred in the following month, but will be reset according to the number of packages at the beginning of each month. To continue using the same month when the balance runs out, you can top up.
What is the difference between WhatsApp Conversation Credit and WhatsApp Balance? WhatsApp Conversation Credit is a quota for credit that can be used by service category conversations (UI), while WhatsApp balance is the amount of quota that users top up and can be used for Marketing, Utility, and Authentication conversation categories (Business Initiated Coversations) and can also be used for services conversation category (User Initiated Conversation) if the WhatsApp Conversation Credit user in the current month has run out.
Can my WhatsApp Balance balance be transferred the following month? For the initial WhatsApp Balance balance obtained from the package you subscribe to, it cannot be transferred the following month, but will be reset according to the number of packages at the beginning of each month. However, the remaining balance of WhatsApp Balance Top-Up will be automatically transferred to the following month.
Finance
How to check my balance To check the balance, you can go through the admin account, then enter the finance menu -> select billing usage -> refer to the remaining balance column.
How do I see my conversation quota? To see the conversation quota, go to the Finance menu > then click Billing Usage > and it can be seen in the Remaining Balance section.
What is Monthly Conversation Credit? Monthly Conversation Credit is the number of conversations that occur each month. Each session will be counted from the first time the Agent replies to the message and is valid for 24 hours after that.
What is a Monthly Unique Visitor? Monthly Unique Visitors is the number of unique IDs (1 unique ID is calculated from 1 number for WhatsApp and 1 account ID for other channels such as IG, Twitter, Email, and Facebook) in each month.
How do I calculate my MCC & MUV Credit? MUV and MCC will deduct your balance when the MCC and MUV quota provided for FREE is up. The cost of 1 MUV for 1 number per month is Rp. 600 and for MCC is divided into 2, namely: a. Rp. 275 to reply to 1 new message from a customer and will be valid for 24 hours after that. b. Rp. 460 to initiate messages in advance to customers such as sending broadcasts, HSM, and starting chat when the session ends.
Can my MUV & MCC balance be transferred in the next month? The MUV balance cannot be transferred in the following month, while the MCC quota can be transferred to the next number.
What is the difference between WhatsApp Monthly Conversation Credit and WhatsApp Conversation Top-Up Credit? WhatsApp Monthly Conversation Credit is a quota for credit that can be used to reply to messages and send broadcasts for FREE, while WhatsApp Conversation Top-Up Credit is the amount of quota that you can use after Top Up.
Report
Where does the Total Chat data come from? Total chat is the total number of conversations that enter your account, including broadcasts and inbound messages.
How is the response time calculated? Response Time is calculated from the average time the chat is assigned to the Agent until the conversation is resolved.
Can I get a Customer Satisfaction Survey or CSAT report? Yes, to get a CSAT report by logging in to the Admin account Omnichat, click Reports, click CSAT, click the desired channel, click the desired date filter, and click the down arrow.
Integration
How to integrate my Email? To integrate your email into the Qontak omnichannel system, please generate an app password to get a 20-digit code which will be entered in the Password (Encrypted) section.
Can I integrate email outside of Outlook/Yahoo/Gmail? Can. However, to get a password from the generated app password, you need to do the steps independently depending on the email provider you are currently using.
How to integrate Webchat? To integrate web chat you need to do the following steps: 1. Please enter your Widget Name and Domain. For the domain part, there is no need to add "/" at the end. example: https://chat.qontak.com/ -> FALSE https://chat.qontak.com -> TRUE 2. Click Connect 3. Copy the code before the </body> tag on your website
Why did my email message fail? If you fail to send a message, please make sure your email is enabled 2FA or auto forwarder and generate an app password during the integration process.
What does it mean when my customer name is n/a on Instagram? If your customer's name is n/a on Instagram, it means that the name is not detected on the Instagram API so it cannot be displayed on the Qontak Omnichannel.
Why can't I send messages on Facebook/Instagram? When you fail to send a message on Facebook/Instagram, please reconnect by clicking the integration menu -> disconnect -> reconnect.
Setting
How do I set working hours? To set up your Office Hour account, you can do the following steps: a. Admin account login b. Click Settings c. Click Chat-click Office Hours d. Select the hour you want to set e. Click Save
How do I make a quick reply? Login to the admin account, then click Settings, then select Template, click New Template, fill in the Template Title, fill in the Template message, and finally click Save.
