# How to Restart a Support Case in Hablla

This guide describes the process of restarting a service in Hablla, connecting with the customer via WhatsApp and using message templates.\
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**Step 1:** Access Support

1. Log in to your Habla account.
2. In the main menu, click on Attendances to view ongoing support sessions.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfbofgthyAF2oZG9tzXz4ixC1LAdVtlFaSopYrl_J9FhM3mOmZ0IZI_BMGjpGn1PKL6h_rpdXKNRCRTFpN2z84zwzP12gUH0eHQ4GtkmT4oo5JT-5N6nAok5MimAlBN8MLzSlAK?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

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**Step 2:** Access the Support History

1. Within Attendances, access the Support History.
2. Use the search to locate the client or service with which you want to resume the support session.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcvsQVfEfUFUV9tvZSQW7TBZPJr-FWtyC6Cokqu1o0CS6Pbi4UrRvE8_gHZbJVQDqMjTcIbj4c91XJBcDLI5deR68Iwpxz0WSDVkoXRyCikkmEWCLWinnDHMajM0RuCNFV-yhUvow?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

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**Step 3:** Identify the Client or Service

1. After locating the correct client or service, click on the support box to access the session details.
2. Identify the client and confirm that everything is correct to continue the support session.<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXe7IJpROn1UkM02MPnqZ562IiwqG1-UOOjI5cksMQ5G_2fISZLoB_d0uYD3TRc3UfG70aCjEvO_c3jyUiEuG1nBBMSgCna2mWFBY1GZ-X8A5LJJEELIdtxt10yi8ePI-v1dT81k1g?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

**Step 4:** Access the Customer Record

1. On the upper left side, click the customer's name to open the person's full record.
2. Review the customer's information, such as interaction history, contact details, preferences, or other relevant notes.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc7fFMQK_-ZzEiiaqaiHMm1bCa9v_bLfzBj3GJzsiyQFyPlKPwUXEc3Nrr66iQA5iynC05oKO1wztNdM-fxX_ztCDp5wrhKlaXobp9DPhduuyxsf19elPW7ohH7XdVjWn1IYaJrnw?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

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**Step 5:** Click the WhatsApp Icon

1. In the customer's record, click the WhatsApp icon to start communication via WhatsApp.<br>

   <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXerTVfpNWEBsxDv6Prq7tW0RprPxqqnGX2WdoG2wNZOI5B0g-f8LUxyO1VDQ8QZtfX6BWEXmyebkZtx2UFgEYrb3I5nqoeJZFOEoV-LlvXtJAdHFHII0Oy7jctD2CPJUxO4GxTJtA?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

**Step 6:** Add the Connection

1. If the WhatsApp connection has not yet been established, click the Add Connection option.
2. Follow the on-screen instructions to connect the customer's WhatsApp number to the platform.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXeJZMfGO7iBFTMO1hXOuaqBPlNHU7JIDst8DDU6VNxjJ2tbKEcZkOnwQTOacUwl0P4CdQ1zb0U499BxDeIWlEV0w_V3yx4Cm82B0FCX1_Uxv8RgZ07iHCda_VAMMvJx5sda3J1wDA?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

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**Step 7:** Add the Department

1. After adding the connection, you will need to select the appropriate department for this service.
2. Choose the department related to the customer's service or request (e.g., sales, support, etc.).

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXd-f0aQyi8HiUJ2AFPfTfnWoQFSgJDlsTTpt2KVDciddlUz3THTHUCNVNd_uPfoX60Pf20S4skTR-RRTDXzxudKLosOz2SuAH53slrCsbRwgMZRc6wHCWj_BOz6Qakpn9psmIm8wA?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

**Step 8:** Add the Template Approved by Meta

1. Next, click Add Template.
2. Select the template approved by Meta that you want to use for this communication (e.g., welcome template, appointment confirmation, etc.).

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcMTKGD6ZySFQnLdHy66CJYcOB_Y-hwOf9KYvbR9fZ-fstI7UnE3IOBKfwow4po7lGVvHdtGK31FJdBts-VG7Q-Z9HoSVm3AbYIzyZ4J_IZ7nybCJsj9CrfKzxBVqKWz6CQKuwdxQ?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

**Step 9:** Customize the Message Body

1. Check if the customer's name is already automatically filled in the template. If not:
2. * Activate the Manual (ON/OFF) button to enter the name manually, if necessary.
   * If the name is automatically filled in, verify that it is correct.
3. Review the message content to ensure that the personalization is appropriate for the customer and the situation.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfUNa1e_hATrQ4LlbgIvHNS1kKIZXSOiRcdhLif15TYAuTv7JjY9Naw2lFmHwQmqF7sLskrxwunrPyc8UOUQb876Pakmk_ipLM3TaC_uOFJ1K5eNmYozkH9WAqEXdSfWhAQ_jlV3Q?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

**Step 10:** Start the Support Session and Wait for the Customer's Response

1. After reviewing the template and message personalization, click Start Service.
2. The message will be sent automatically to the customer with the selected template.
3. Now, wait for the customer's response.
4. As soon as the customer responds, you can send free-form messages to continue the service.

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfnXtcqSCGIrPWWwyWh7r6P536ymEcPp54rf-vjpMctFQRI0u0FBLHkNx_FG9VlmeMz65_C24yjx_r4fZnl04-XSouOO5Q59AhNJc25mDEkgdar7R_iAhfG1KkUxqPiUQg9AD7A?key=4qFHEKa6_ua-gjN9YYrVdJmV" alt=""><figcaption></figcaption></figure>

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