Getting Started with ClientWindow

ClientWindow integrates conversations with external contacts, who prefer the speed and convenience of WhatsApp & WeChat, with your internal staff who use business communication tools, such as email and Microsoft Teams. This allows your organisation to manage those modern chats centrally, away from messaging silos on standalone phones, meeting operational requirements and regulatory obligations, to retain client data in a robust manner. This is a guide for internal teams using ClientWindow.

Dan Cattermole
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62 steps
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4 minutes

Clientwindow

WhatsApp + WeChat Integration

**Chat Messaging App Integrations: WhatsApp and WeChat** ClientWindow integrates both client WhatsApp and WeChat conversations into organisations' business communication systems, and their existing processes, to delight external contacts whilst ensuring efficient and compliant management of those chat interactions.

**Getting Started with ClientWindow** Navigate to [https://app.clientwindow.com/](https://app.clientwindow.com/auth)

Add Team Member's Login **Name** and **Password**

Click "**Login**"

Manage Your Messages

**Messages Tab** The Messages Tab shows the logged in Team Member a list of the most recent chat conversations they are participating in, with the conversation with the newest content at the top of the list. Colleagues within the organisation may also be able to see and reply to messages on the same conversations if they have also been added as a participant on those Chat Groups. These chat group conversations are also shown under the specific Client Space the Chat Group applies to but are shown in this aggregated message list for user convenience.

**Messages Tab: Actions Buttons** ***Mark as Unread*** - Change the status of any Chat Group back to unread. This may be used to help task management and prioritization. ***Pin Group Chat*** - Pin the Group Chat Conversation to the top of the Messages list. For example, this may be used to support high priority tasks or high value clients. ***Mute Notifications*** - Team Members can be notified in various channels when a new message arrives in a Chat Group they are participating in, including email, browser notifications and mobile app notifications. Enabling Mute Notifications will pause those notifications. ***Manage Subject*** - For editing the name of the Chat Group conversation. ***Manage Team Members*** - Edit the Team Members who are participating in this specific client Chat Group. Note: Only Team Members that have been added to the Client Space the Chat Group belongs to can be assigned to the Chat Group. ***Manage Contacts*** - Edit the Contacts who are participating in this specific client Chat Group. Note: Only Contacts who have been added to the Client Space the Chat Group belongs to can be assigned to the Chat Group. ***Export Group Chat*** - Tool to export both Group Chat history and any attachments that have been added to the Group Chat. This may be used for client requests, or for other auditing purposes. ***Archive Group Chat*** - Group Chats can only be archived by Admins. No data will be deleted. Those Chat Groups archived can be found under the Archived Tab. ***Email Group Chat*** - Email the Group Chat directly as a Team Member to generate a new message sent to the Group Chat conversation. ***Participants*** - This section shows a list of Contacts and Team Members participating in the Group Chat.

Reception: Chat Messaging Inquiries

**Reception Tab** Any chat messages sent from external contacts that are not set up on ClientWindow will be delivered to the "Reception". This may be from a WhatsApp add-in on the Customer's website, a QR code that when scanned initiates a chat conversation, or through direct contact with the chat app account. Team Members with the Reception role applied to their user accounts can see and respond to those inquiries.

**Reception Tab: Action Buttons** ***Mark as Unread*** - Change the status of any Chat Group back to unread. This may be used to help task management and prioritization. ***Assign Group Chat*** - If a prospect converts into a client, the original inquiry made over a chat messaging app can be moved from the Reception area, to a permanent Client Space container where future conversations with the client can be managed. ***Manage Subject*** - Edit the name of the Chat Group conversation. ***Manage Sender*** - Edit the First and Last names of the sender. ***Archive Group Chat*** - Mark the conversation as archived. No data will be deleted. Those Chats archived from Reception can be found under the Reception Archived Tab. ***Sender*** - Displays the sender's contact details.

Manage Client Spaces

**Client Spaces Tab** The Client Spaces Tab shows a list of Client Spaces in the ClientWindow platform. A "Client Space" is a container to organize one or multiple Chat Groups for a specific client or external party. Specific Team Members and (external) Contacts can then be applied to the Client Space, and then to specific Group Chats under the Client Space. Team Members with Admin privileges will see a list of all Client Spaces, with non-Admin Team Members only seeing a list of Client Space in which they are participating in Chat Groups conversations.

**Client Spaces Tab: Action Buttons** ***New Group Chat*** - Create a new Group Chat for this specific Client Space, with a specific subject and list of participants ***Edit Client Space Name*** - For editing the name of the Client Space. ***Manage Team Members*** - Edit the Team Members applied to this Client Space. ***Manage Contacts*** - Edit the client Contacts applied to this Client Space. ***Archive Client Space*** - Mark the Client Space as archived. No data will be deleted. Those archived Client Spaces can be found under the Client Spaces Archived tab. ***Participants*** - This section shows a list of Contacts and Team Members participating in the Client Space (but not in the Chat Groups under the Client Space).

To drill down into a specific Client Space click "View"

There may be one or multiple Group Chats assigned to the Client Space container. Each of these may have different participants from the list of Team Members and Contacts that have been grated access at the Client Space level. Each Team Member will also be able to see the specific Group Chats they have been assigned to in their Messages tab.

To manage the Client Space settings, click "Settings"

The Settings Page includes the following details: Team Members assigned to the Client Space Contacts assigned to the Client Space **Document Upload Fields** The chat name and email forwarding address can be added to either a single Document Upload field (Document Upload 1), or both, to prompt a contact on WhatsApp or WeChat, to route attachments automatically to external systems using the recipient email address in those platforms.

**Client Space Settings: Actions Buttons** ***Edit Client Space Name***- Change the name of the Client Space ***Manage Document Upload*** - Add or remove Document Upload details ***Manage Team Members*** - Add or remove Team Members from the Client Space ***Manage Contacts*** - Add or remove Contacts from the Client Space ***Archive Client Space*** - Archive Client Space and remove participants

Manage Contacts

**Contacts Tab** Contacts are the individuals who communicate with your organisation on messaging apps on behalf of your clients. This may be the business owners, employees or other representatives. Alternatively they may be private individuals who communicate with your team.

**Contacts Tab: Action Buttons** ***Edit Contact Details*** *-* Edit Name, Phone Number and WhatsApp Number. ***Archive Contact*** - Mark the Contact as archived. Archived Contacts can be found under the Archived tab in Contacts. Archived Contacts cannot participate in Chat Group conversations.

Manage Team Members

**Team Members Tab** Team Members are the internal individuals and/or groups who communicate with your clients on messaging apps. They can use a range of business tools to manage those conversations, including their business email, Microsoft Teams accounts, industry-specific software and the ClientWindow desktop and mobile apps.

**Team Members Tab - Action Buttons** ***Edit Team Member Details* -** Edit Name, User Roles and Enable/Disable integration with Team Member's business email account. This setting allows the Team Member to read, reply to and action WhatsApp and other chat messaging conversations from their email inbox. ***Chat Group Access*** - Edit the Client Spaces and client Chat Groups the Team Member is participating in. ***Archive Team Member*** - Mark the Team Member as archived. Archived Team Members can be found under the Archived tab in Team Members. Archived Team Members cannot participate in Chat Group conversations.

**Team Member: User Roles** ***User*** - Can read and reply on Chat Groups the Team Member is a participant in but cannot view other Client Spaces or associated Chat Groups. ***Creator*** - Can create Contacts, Client Spaces and associated Chat Groups, but cannot view other Client Spaces or associated Chat Groups, unless explicitly added as a participant. ***Reception*** - Can read and reply to Reception messages; can assign messages in Reception to a Client Space. ***Admin*** - Can view all Chat Group conversations across the organization; Can manage Client Spaces, Chat Groups, Contacts and Team Members. ***Owner*** - Admin level privileges; receives system and subscription notifications.

Create Client Spaces

**Client Spaces: Create new Client Space** A "Client Space" in ClientWindow is a container to organize one or multiple Chat Groups for a specific client or external party. Specific Team Members and (external) Contacts can then be applied to the Client Space, and then to specific Group Chats under the Client Space.

Under Client Spaces, click "+ Create" to add a new Client Space

Type the name of the Client Space you wish to create, here "Shelley Smith Associates", then click "Next"

Add Team Members who will be participating in one or multiple Group Chats on this Client Space, then click "Next" Note: If a required Team Member hasn't been set up in ClientWindow in advance, they can be created here by clicking "Create Team Member"

Add Contacts who will be participating in one or multiple Group Chats on this Client Space, then click "Create Client Space" Note: If a required Contact hasn't been set up in ClientWindow in advance, they can be created here by clicking "Create Contact"

Add a name for the initial Group Chat associated with this Client Space. Further Group Chat's can be added later if you wish to manage multiple separate chat conversations and potentially with different participants. If you wish the Group Chat conversation to be pinned to the top of your chat conversations in the "Messages" section of the app, select "Yes" The click "Create"

Add the relevant Team Members who have already been applied to the Client Space who will be participating in this Group Chat, then click "Next"

Add the relevant Contacts who have already been applied to the Client Space who will be participating in this Group Chat, then click "Create"

Create Contacts

**Contacts: Create new Contact** ClientWindow Contacts are external individuals who use messaging apps, such as WhatsApp or WeChat, to communicate with internal teams. Those Contacts can then be applied to specific Client Spaces and Group Chats therein.

Under Contacts, click "+ Create"

Fill in the Contact Details for the Contact, and then click "Next"

Then apply the Contact to one or multiple Client Spaces, in which they can then be added to specific Group Chats. Then click "Next"

Then select the relevant Group Chats for each Client Space to which the Contact should be made a participant. Then click "Create"

WeChat Contacts WeChat Contacts can only be added after the Contact has initiated a WeChat conversation with the organisation. Their message(s) will appear in the ClientWindow "Reception" and can then be added as a Contact and the conversation can be moved to a Client Space. **Note:** WeChat users are shown with a status of "Connected" next to the WeChat logo.

Create Team Members

**Team: Create new Team Member** ClientWindow Team Members are internal users who communicate with (external) contacts over messaging apps, such as WhatsApp and WeChat, either through the ClientWindow app, or their main business systems, such as email and Microsoft Teams accounts. Those Team Members can then be added to the appropriate Client Spaces and the Group Chats therein.

Under Team Members, click "+ Create"

Fill in the Contact Details for the Team Member, and then add the appropriate User Roles for that individual: **User**: Allows the Team Member to manage their profile page and view only the specific Group Chat conversations they are participating in **Reception:** Allows the Team Member to manage conversations in the Reception area and to be notified of any new messages when notifications are turned on **Creator**: Allows the Team Member to create Client Spaces and Contacts for their own chat conversations with external Contacts, but do not have general Admin rights applied. **Admin**: Allows Team Members to manage the account's Settings and have visibility of all Client Spaces and Group Chats in the organization, with full create, edit, archive rights. **Owner**: Team Members with Owner rights have top-level rights within the platform, including subscription management and for receiving account related notifications.

Add Team Member to Client Spaces and Group Chats Select to add the Team Member to specific Group Chats or Add them to All Group Chats for all Client Spaces

If specific Group Chats, select the relevant Group Chats in the grid view. Then click "Save"

Chat Document Attachments

**Document Upload Automation: Add Destinations** ClientWindow allows businesses to automatically route files that have been uploaded to external platforms by sending those documents to an email address in the background. We call this feature "Document Capture". In the Accountancy sector for example, there are numerous bookkeeping automation platforms such as Dext, AutoEntry, Hubdoc and Apron. When clients upload their receipts and invoices via WhatsApp, these can be pushed automatically to those platforms, by sending them to an email address associated with those accounts.

Click "View" on the Client Space the Document Capture feature is to be enabled

Click "Settings" on the Client Space

Click "Manage Document Upload"

Add a Chat Name and an associated email address to automatically forward to for any files attached in WhatsApp or WeChat by the client. Then click "Save". A secondary Document Upload field can also be configured if you wish to offer two locations to the client using WhatsApp or WeChat for automatically forwarding files. **Note:** For "Document Upload" Chat Groups, Contacts that have been added at the Client Space level are automatically assigned to the Document Capture chats, prompting Contacts to send any files they attach in WhatsApp to the "Document Capture" Group Chat(s).

The Document Capture Group Chat "Dext" now shows in the list of Group Chats associated with this specific Client Space. Note: Any new messages (file attachments) added into the Document Capture Group Chat will only show under the Client Space. They will not show on the Team Member's Messages tab on their home page.

Email Integration

**Email Integration: Enabling this Feature** ClientWindow Business Plan accounts and higher will automatically have this feature available. To check this is enabled on your account, Team Members with the "Owner" role assigned to them can click on "Settings" in the ClientWindow app. Check "Enable chat forwarding to Team email" is set to Enabled.

**Email Integration: Activate For Team Members** Under the "Team" section of the ClientWindow app, each Team Member that requires client WhatsApp and WeChat messages to be received as emails can have the feature enabled. Check the Details pane for each Team Member to see if this feature is enabled. This can be toggled by selecting "Edit Team Member Details"

Toggle "Enable chat forwarding to Team email" The Team Member will now receive chat messages for any Group Chats they are part of as emails. Any replies to those emails will be delivered back into Group Chat as chat message.

**Chat Messages received as Email** The email containing the chat message will include: **Sender name** - Who sent the most recent chat message **Client Space name** - In this example "DrainIt Drain Maintenance Ltd" **Group Chat name** - In this example "Payroll" **Chat History** - a list of the 10 most recent chat messages in this Group Chat

**Email Signatures: Exclusion From Chat Messages** Team Members can remove their email signatures from any chat messages sent from their email accounts. To do this, they should select the Profile page in the ClientWindow app, then select the email address provided for both their desktop and mobile device email communication, which will exclude their signature thereafter. These email addresses are: Desktop Email: [signatures@mail.clientwindow.com](mailto:signatures@mail.clientwindow.com) Mobile Device Email: [mobile.signatures@mail.clientwindow.com](mailto:mobile.signatures@mail.clientwindow.com)

**Outlook Add-In: Select a Group Chat to send chat message** Select "New Email" in Outlook Desktop or Outlook Web

Select the Group Chat name under the Client Space in the Outlook Add-In. This will automatically fill the To address in the new email. Type a message and select "Send" The chat message will now be delivered to participants in the Group Chat, including WhatsApp and WeChat Contacts.

Teams Integration

**Teams Add-In: Install ClientWindow App** Team Members can install the ClientWindow app from the Teams App Store. They can then manage client WhatsApp and WeChat conversations from within Teams, both in the Teams desktop and mobile apps. Team Members can also be notified of new messages in Teams via the ClientWindow Teams bot in Teams "Activity"

An IT Administrator within the organisation will need to approve the installation of the ClientWindow Bot for ClientWindow notifications inside Teams.

Messaging Restrictions

**WhatsApp and WeChat: Messaging Sending Restrictions** *WhatsApp* When a WhatsApp contact sends your organisation a WhatsApp message, this opens a 24 hour service window, allowing your team to send messages back to the WhatsApp contact without restrictions for that period. To send WhatsApp contacts messages outside of these service windows requires a "WhatsApp Messaging Template" to be used which is automatically provisioned on the ClientWindow platform. *WeChat* When a WeChat contact sends your organisation a WeChat message, this opens a 48 hour service window, allowing your team to send messages back to the WeChat contact without restrictions for that period. Messages sent to the WeChat Contact outside of this period will result in outbound messages being queued until the next time the service window opens, at which time the message(s) will be released. If enabled, WeChat Contacts will be sent a SMS notification that new messages are waiting for them from your organisation. By them sending a new WeChat message, your organisations' messages to them will be released.

WeChat Contacts: SMS Notifications

**WeChat: Contact SMS Notifications** SMS notifications can be enabled to send a SMS each to WeChat contacts whenever a new outbound WeChat message is queued for sending to them. This is configured in the Contact details under "Manage Sender SMS Notifications" field.

Add the mobile/cell number for the WeChat Contact. Click "Save"

Notifications

**New Message Notifications** Team Members can be notified in multiple ways to alert them to new messages. These can be configure in the Team Member's **Profile Page** *Desktop App*: Browser Notifications *Mobile App*: Mobile App Notification *When Email Integration is Disabled*: Email Notifications

Global Settings

**Settings and Subscriptions: Edit Details** Account Owners have access to manage the account settings and subscription. **Name:** Name of the Organisation **WhatsApp Feature:** Enabled/Disabled **WhatsApp Number:** The WhatsApp Business Platform Number associated with the ClientWindow account **Enable chat forwarding to Team Email:** Chat Message to Email **Global Archive Email Address:** Forward all Chat Messages to a single archiving email address **MFA - Internal Users (TOTP)** - Enable MFA using Microsoft and Google Authenticators **Limit Group Chats to 1 per Client Space** - A default Group Chat is automatically created for new Client Spaces. No capability to add further Group Chats to those Client Spaces **Upgrade Subscription** - Edit the Plan or number of Team Members with user accounts in ClientWindow

Inbound Chat Methods

Website Add-In For WhatsApp or WeChat

QR Code for WhatsApp or WeChat

Add Phone Number for WhatsApp or WeChat