Hero Plus Merchant Portal - Dashboard: How to Start Conversations with Customers in Chats

Welcome to Hero Plus - we are so glad you are interested in being a part of our community. In this tutorial, we will walk you through how to start a conversation with your customer using the Chats function upon connecting to your social channel(s).

1. Dashboard > Chats

Once you have successfully connected to your social channel(s), you are ready to start a conversation with your customer in【Chats】on the page's left-hand menu column.

1.1 Add New Contact

    • Upon arriving at the【Chats】section, there will be a brief pop-up tutorial to help you get started with connecting with customers.
    • As instructed by the tutorial, click the orange "New Contact" button at the top-left corner and proceed to click on "Add New Contact".
    • Select the channel of choice that you would like to connect with the customer with and enter the display name of the customer.
    • Enter the customer's Instagram ID, Facebook ID, or WhatsApp number according to the channel you selected.
    • Hit "Create" and there you have it, you have opened your first chat with customers!

1.2 Import Contact List

    • Another quick way to start conversations with customers without adding new contacts one by one is by importing a contact list.
    • Click the orange "New Contact" button at the top-left corner and proceed to click on "Import Contact List".
    • Download the .xlsx (Excel) file provided and fill in the necessary details of all the contacts you would like to import at once, following the provided layout.
    • In the same pop-up window, choose the .xlsx file and click "upload". Once the upload is successful, you may choose to upload more lists.
    • Based on the information you filled in, our system would detect which selected/eligible channel you wish to respectively contact each customer through.

1.3 Facebook and Instagram

With your contacts inputted or imported, you are all set with messaging your clients via Facebook and Instagram! Both of these channels will not incur additional fees or impose messaging limits.

1.4 WhatsApp Business Chats

There are 2 areas that you should pay attention to when starting conversations via WhatsApp Business, on the other hand:

  1. Approved message templates must be used for new conversations or conversations that have been inactive for 24 hours or more.
    • • You will be provided several templates. Select one that best suits the conversation you wish to initiate.
      • All of the templates we currently provide are ready to be sent and will be indicated as "active". However, it is important to note that each template incurs a fee.
  2. Active WhatsApp Conversation Fees Apply
    • • Each WhatsApp conversation will incur fees every 24 hours, which will be charged to your account monthly.
      • More billing information and your WhatsApp usage analytics can be found in "WhatsApp Business Pricing & Monthly Usage Estimate" under 【Account】 > 【Billing】 of your Merchant Portal. Note: the usage estimate is updated daily at 2am HKT, and the billing cycle ends on the last calendar day of each month.

1.5 Payment Links

Other than copying a created payment link from the【Payment Link】section, you may also click the link icon at the bottom-right corner of every chat.

    • There will be a pop-up window on the right side of your screen.
    • Fill in the store that you are conducting this transaction for, select the payment method, enter the amount in your set currency, and a description of the product or the service.
    • Once you are happy with the Message Preview, click "Create" to generate a link you can send through that particular chat.

Once your chats and contacts are set up, you can effortlessly send payment links and engage with your customers all through your Hero Plus Merchant Portal!