# How to start a support case

This guide describes the process of starting a service in Hablla, connecting with the customer via WhatsApp and using message templates.

### Step 1: Access the Service

1. Log in to your Habla account.
2. In the main menu, click on Data to view the options and choose \*people\*<br>

   <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfBK1xsVsWfI-qui3qoIcO1Bc_UaBvxYCwsdoWNZdG8ifBjt7nJ6RGd6xRBw7kLEh2lDRh_WUEwMdqdbHTC0UQyjlIfl-J_44Fa0_ok9kZwQMtPMONwIybRH8LeSzMD4EE8vJMy?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>
3. Then, select the People button.<br>

   <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcb9RjrbLWPjVfTAiYe8T4UYkSR-OCILWeRYUU8sSGeUKvAQBhK0JCgdSqe5WWNMwm82G4y_gu4SJGRCv6Iaml8ux6qsSM3Ui8GW3Fc6YFdOXqUrU3jwk_U7dXryivQfe4G6-MPgA?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>
4. The next step is to search for the person or customer. If the customer is not yet registered, see the corresponding tutorial.
5. If the customer is already registered, click on the desired person.<br>

   <figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc_P18L6J986BTn8lck_vc8DxhmFiFPtT17VNEz5GyD7WL3fWL-2qRVVE-3jf33MbAOr83zsSE2qDEqpgTgTEiJD36JqAEqMEqBWi1ueDDa78BlSQu_WIdfc-uqB79TnJq-oAnAEQ?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>

Step 2: Access the Customer Record

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

### Step 3: Click the WhatsApp Icon

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdsQKcDIHaECDZ1O9ExRg25qJwq3jRm75_KW_yPBKW7ToBUh6A6ZZuLw6cz49Nv1k-hItwxY6YJffaSKDw6eGad41vtivpyBJmmpu05vd86SULZFgKyUvTgdPGXGjan6Jl3hzjFMw?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>

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_4nXcA_229XQPX5c7FFsbWKD5BQxDDGe3jdmcIKAxRHy9idFMvAB3VVkqWpqmkhpXvMwsHYE2-H1TZ_5_ZXeGVXirk6dGCVAD9xuSUa-rMnge7KaCw-hmIs3nwFZRoJSa8pLCjtlo4fw?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>

Step 4: 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.

\ <br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdBpHsoAh8LWO9qlRd_zmewFDZhPPYlV9x8WVZiL3p08BZZhzbR83PcA4qeRmSQDphO659WkttmVti5fLcQxkhStQQj30UgJ8kJQ0_Oh8h6LyHlGf0mZsppw-AUlsazlGn5MB22yA?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>

Step 5: 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.).

\
\ <br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXc_CbAD2YNR-VSBEm5pAi8vWxETcf23j4Dn5DpZJScB7SCozKWnvclChdpFB1RxVu3ofRwyxGhOnfkyqyd_91mQsSC0Eni7xvs6oQUecvXZhpwYXY_SPpR66FQpvH4qYabxyfX1?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>

Step 6: 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.).

<br>

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfIihI3nLIF6X7tvwSpBh222s_RYHv-gT-mb_CBPWbK58S7QQucqaA63lB9T7hAPQPlUiRcx75EP1NkyKY_jb9dkb0_rxBqwTYAFEiMjjoX84o1gq1VNFj8dLxit1TwXN55GyVvpw?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>

Step 7: 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.

\
\
Step 8: Start the Service and Wait for the Customer's Response

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXciZWiX3GFErBlFnreJbt8y0nbKmUyMfF31-Hat64aTEH04dIhcfnwAMmVrE1r2ya9YnPxs_tCioCbV6JZjG7jEQuJXYF0dszhdGfPxlCX3JUf0Rlg_qknpO4GKaYHbsfkuEMZx8A?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>

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_4nXcPJOmDx-4PA0ZOfe2q7zFmqeA-CmkSf-prX87kil3AhlToMdn0NjnawkQAiBbdUyDkrkQ75CMoKBpqzGG7ArOH5TsgJAo-hAqG-entP2T5tZgouAxE9uHOUaUrVC-Pg5LT0YZi?key=2MyQLeuDSEJGb3JjkO8tMNFs" alt=""><figcaption></figcaption></figure>

By following these steps, you will ensure efficient and organized service within the Hablla platform. Proper use of templates and connections enables faster and more professional communication, improving the customer experience. Always review messages before sending them and monitor interactions to ensure quality support.

<br>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.hablla.com/hablla-docs-en/hablla/support/how-to-start-a-support-case.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.