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Populair subjects: How do I create a free account? , Where do I log in to Watermelon Messenger?

Our Product

Watermelon is a customer service tool which allows you to manage all your channels from one dashboard. Soon you’ll also be able to automate your customer service. 

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Getting Started

We’ve compiled a starter guide which tells you all you need to know about using Watermelon Messenger in a few easy steps. To read the guide, click the button underneath.

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Frequently Asked Questions

 

Account

  • 1. Log in to dashboard.watermelon.nl and go to Settings.

    2. In the menu, select My organisations.

    3. Click on the button that says Delete my Watermelon account.

    You'll now be redirected to a page on our website. 

    4. Enter your company name and email address. 

    5. Please indicate why you wish to delete your account.

    6. Select I agree to the above

    7. Click on the button that says Delete account permanently.

  • At Watermelon Messenger we take the privacy of your data very seriously and we work as hard as we can to make sure your data is stored as safely as possible. Watermelon Messenger runs daily checks and tests to make sure your data is secure. Click here to read our data security policy.

  • 1. Go to the dashboard.

    2. Click on Forgot your password?

    3. Type in your email address and click on Retrieve password

    4. You'll now receive an email. Open it ancd click on Reset password

    5. Enter your email address and the new password. Enter the password again to confirm it. 

    6. Click on Change password and Go to login screen.

  • Go to dashboard.watermelon.nl and enter your login details.

  • 1. Log in to dashboard.watermelon.nl and go to Settings.

    2. Go to Create/edit users.

    3. Click on your name.

    4. Change the password.

    5. Click on Save.

  • 1. Log in at dashboard.watermelon.nl and go to Settings.

    2. Go to Create/edit users.

    3. Click on your name.

    4. Change the email address.

    5. Click on Save.

  • Click Log out in the top right corner of the screen.

  • Contact us to deactivate your account.

Adding Facebook

  • 1. Login at dashboard.watermelon.nl and go to Settings.

    2. Click on Add/Change channels in the menu.

    3. Choose Facebook Messenger.

    4. Click on the button Remove Facebook.  

  • 1. Login at dashboard.watermelon.nl and go to Settings.

    2. Click on Add/change channels in the menu.

    3. Choose Facebook Messenger.

    4. Log in with your Facebook account, you'll be able to add a Company page next. 

    In order to add a Facebook Page, you must have admin rights to the Page. If you're not an admin yet, ask an admin to give you access rights before adding your Page.

    5. Click OK in the popup to give Watermelon permission access to your page.

    7. Select the page you want to add and click on Add page

    After you click on Add page your Facebookaccount has been added. Messages sent to your page will now appear in the Watermelon Messenger dashboard. 

  • Watch the instruction video below.

  • Login to Facebook and navigate to Settings, click on Apps and remove the Watermelon app. Clear your web browser's history and try again to add the Facebook page to Watermelon Messenger. If it still doesn't work, get in touch with us.

Adding/Editing Email

  • Our system automatically retrieves emails every ten minutes. Between intervals you can also click the Retrieve mail button.  Have you just sent yourself an email to test whether your mails are being received? Click the button that says Retrieve mail to check for your latest mails. 

  • 1. Log on to dashboard.watermelon.nl and go to Settings.

    2. In the menu, click on Add/edit channels.

    3. Select the Mail channel. 

    4. Select the account you wish to remove.

    5. Click the button that says Remove account.

  • New emails are retrieved every ten minutes. You can also retrieve new emails between intervals by clicking the Retrieve mail button. 

  • Watch the instruction video below.

  • 1. Log on to dashboard.watermelon.nl and go to Settings.

    2. In the menu, click on Add/edit channels.

    3. Select Mail.

    4. Click on Create new email account

    5. Select Gmail.

    6. Click on Add your Gmail account

    7. Make sure you're logged in to the Gmail account you wish to add. The email address for the account you're logged in to should be displayed in the top right corner of the screen. 

    8. Click Allow

    9. Add an optional signature and click the Save button. 

  • 1. Log on to dashboard.watermelon.nl and go to Settings.

    2. In the menu, click on Add/edit channels.

    3. Select Mail.

    4. Click on Create new email account.

    5. Select Other.

    6. For incoming server, type in the IMAP, and for outgoing server, type in the SMPT. 
    These details can be got from your domain hosting provider. 

    7. Type in the port numbers and indicate whether the incoming and outgoing servers use an SSL connection.
    These details can be got from your domain hosting provider.

    8. Type in your name, email address and password.

    9. Add an optional signature and click on Save.

  • The incoming and outgoing server port numbers are listed with your domain host. You can find them on their website or request them personally from your hosting provider. 

  • If you've selected Outlook, the incoming and outgoing servers should already be filled in for you. Are you using a different email server? Then for incoming server, type in the IMAP, and for outgoing server, type in the SMPT. Both the IMAP and SMPT are listed with your domain hosting provider.  

  • 1. Go to Settings.

    2. Go to Add/edit channels.

    3. Go to Mail and select the account you wish to add a signature to.

    4. Fill in the signature and add an image (optional).  

    The image should be added as a public link. You can turn your image into a link by adding it to your website's media library and using the link provided. Do you want to add a logo that's already displayed on your website? Then an easy way to add your logo is to search for the logo on Google, click 'View image' and copy the link from the address bar.

    5. Click Save

     

  • 1. Log on to dashboard.watermelon.nl and go to Settings.

    2. In the menu, click on Add/edit channels.

    3. Select Mail.

    4. Click on Create new email account.

    5. Select Outlook or Office 365.

    6. The incoming and outgoing servers, ports, and SSL settings will be filled in automatically. 

    7. Type in your name, email address and password.

    8. Add an optional signature and click on Save.

Chatbot

  • Yes, we do offer custom built chatbots. Contact us to discuss the possibilities. 

  • Yes, it is possible to integrate with a database. Contact us to discuss the possibilities. 

  • The Vegetable Garden Plan offers the use of a suggestion bot. The Vegetable Garden Plan costs €15 per user per month. 

  • A suggestion bot offers suggested answers for customer service representatives to choose from during a conversation. This lets you answer customer queries more quickly and easily. 

  • A chatbot can have a fully automated conversation with a customer. A suggestion bot can assist customer service representatives during a conversation. As soon as the bot recognises a question, it will give a number of answer suggestions. This lets the customer service representative answer at the click of a button, but they still have the option of changing an answer. The suggestion bot helps you help customers more quickly.  

  • The Greenhouse Plan offers the use of a chatbot. The Greenhouse Plan costs €30 per user per month. 

  • If there is a question the chatbot doesn't know the answer to, what happens is called a mismatch. In that case the chatbot will indicate it doesn't understand the question. After three mismatches, the conversation will be forwarded to a customer service representative who can then take care of it. The customer service representative will be able to view the entire conversation from the beginning, so they know what the original question was.  

  • During the setup of your chatbot, you can indicate how you would like your chatbot to respond to a customer using abusive language. 

  • You get to train the chatbot yourself by setting questions and answers. You can always add new questions and answers or changet existing ones. The more a chatbot learns, the better able it will be to help your customers. Because you write the answers yourself, you control exactly what your chatbot will say. 

  • The longer a chatbot has been active, the larger the part of your customer contact you can use it to automate. This is because the chatbot will keep learning and will become better at understanding what your customers are asking. 

  • A chatbot can answer any type of frequently asked question, like a question about opening hours or delivery times. This gives customer service representatives more time to deal with more difficult questions. You can set the questions your chatbot needs to be able to answer.

  • Our technology is still in development. We'll be launching our chatbot technology in August 2017. Would you like to be the first to use an integrated chatbot? Sign up here to be notified.

  • A chatbot is able to answer an unlimited number of questions simultaneaously, is always available, including at night and during weekends, and shows the fastest response time of any communication method! By using a chatbot, you can save a lot of time. 

  • A chatbot is a computer programme capable of conducting a conversation via sound or text. The chatbot simulates human responses in conversation, often with the purpose of providing customer service, information or sales. A chatbot can recognise words because it uses a language processing system. It understands what a customer is asking, eating or buying. 

Chatbot set-up

  • You can maintain your chatbot by getting rid of mismatches and updating your chatbot's knowledge. Make sure your chatbot always has the latest information.

  • People are naturally curious and enjoy testing a chatbot by asking it personal questions. By setting serious or playful answers, you can shape your chatbot's personality. 

  • Before you activate your chatbot, you can test all the questions you've set. First you have to make sure your chatbot is fully trained, and then you can chat with your bot for as long as you need to make sure your chatbot is giving the right answers. 

  • That depends of the number of questions you have set. Once you've clicked on the training button, you will see an indication of the time left before your bot finishes its training.

  • You can view your chatbot's conversations live under the All conversations tab. You can take over a conversation whenever you prefer to handle it personally. 

  • Whenever a chatbot doesn't know the answer to a question, it is called a mismatch. From the dashboard you can view a list of mismatches. You can also set new answers, so the next time a customer asks the same or a similar question, your chatbot will know what to say. 

  • You can create a personality for your chatbot to match your organisation. For example you can put a name and a face to your bot by adding a profile picture. You can also enter personal information like: what is your chatbot's hobby, what is his/her favourite food, which movies does he/she enjoy watching? You get to decide 'who' your chatbot is.

Devices

  • At the moment, we're hard at work developing our apps, which we expect to launch in Q4 2017. We'll have apps for MacOS and Windows, and they'll be able to do everything that the webtool can do. 

  • At the moment, we're hard at work developing our apps, which we expect to launch in Q4 2017. We'll have apps for MacOS and Windows, and they'll be able to do everything that the webtool can do. 

  • At the moment, we're hard at work developing our apps, which we expect to launch in Q4 2017. We'll offer the app on iOS, Android and Windows phones. They'll be able to do everything that the webtool can do. 

Features

  • You can add notes to conversations. In the chat window, the notes about the conversation appear on the right-hand side. Click on the notes window, and you can add additional notes. Provide valuable information for colleagues to refer back to when the customer gets in touch with you again.

  • My Contacts is a light CRM system built in to Watermelon Messenger. In My Contacts you can see all the details of your customers: contact information, conversations in the archive, and tags and notes added to an individual customer.

  • It's not possible now, but it will be in the future.
    Even if a customer contacts you from two different channels, the dashboard will still recognise the customer. You will receive a suggestion to link these two accounts to the single contact person. By linking the two accounts from two channels to one customer, you have all the details about the individual in one place, enabling you to better help the customer. 

Getting Started

  • The Forever Free account allows you to integrate up to 1 channel of your choice for 2 users for free. Perfect for giving Watermelon a try. If you want to add a third colleague or a second channel, you’ll need to upgrade to the Vegetable Garden or the Greenhouse plan. You need a paid plan in order to use our chatbot. 

  • No. You only need to add a payment method when you’re ready to upgrade.

  • Visit the pricing page or click on register and choose the Forever Free plan.

  • Watermelon Messenger can be used in Google Chrome, Windows Internet Explorer Edge, Safari and Firefox.

Getting Started

  • Do you want to learn everything about Watermelon Messenger? Curious how to set up your dashboard? Join one of our webinars. Every Thursday at 11:00AM CET we host a webinar to explain the ins and outs of our system. Join for free, but don't forget to sign up!

  • To make sure you can make the most of our system, we created a starter guide. Everything you need to know is inside!

  • The Forever Free account allows you to integrate up to 1 channel of your choice for 2 users for free. Perfect for giving Watermelon a try. If you want to add a third colleague or a second channel, you’ll need to upgrade to the Vegetable Garden or the Greenhouse plan. You need a paid plan in order to use our chatbot. 

  • No. You only need to add a payment method when you’re ready to upgrade.

  • Visit the pricing page or click on register and choose the Forever Free plan.

Livechat

  • Watch the instruction video below. 

     

  • 1. Login at dashboard.watermelon.nl and go to Settings.

    2. Click on Add/change channels in the menu.

    3. Choose Livechat.

    4. Click on the website where you want to remove Livechat and click on Remove account.

    5. Remove the installation code from your website. Did your web admin place the code for you? Ask him or her to remove the code.

  • You can add a welcome message to inform customers that they can get in touch with you via the chat window on your website.

Messages

  • 1. Open the conversation you want to forward.

    2. Click on Forward.

    3. Select a colleague from the list on the right. You can see which of your colleagues are online. Even when a colleague is offline, you can still forward a conversation to them. 

    4. A window will pop up. Click the OK button to forward the conversation. 

    The conversation will now be moved to your colleague's My conversations tab, and they can take care of the conversation. 

  • Once a customer starts a conversation, you can send them a message back. Conversations are listed on the left side of the dashboard. Click a conversation when it appears and start chatting. 

  • Click the Smiley icon next to the message entry field where you type your message, then click on the emoji you wish to include in your chat message.

  • Click the paperclip icon next to the field you type your message in. Then select the file you wish to send. 

  • Open the chat conversation you want to archive. Click Archive in the menu above the chat window and then click OK. The message has now been archived. 

Networks

  • At this time you can integrate Facebook Messenger, email and Telegram. In the near future you can expect Livechat Skype, Line, Twitter, Instagram, WeChat and - as soon as an official API becomes available - WhatsApp to be added.

  • 1. Go to dashboard.watermelon.nl and select Settings.

    2.  Go to Add/Edit channels.

    3. In the menu, click on the channel you wish to add.

    4. Follow the steps on screen to integrate your channel. 

  • At this time we do not yet support WhatsApp. We're still waiting for the official WhatsApp API to become available, without their official API the connection isn't stable. As soon as WhatsApp provides the option of connecting to their API, we will make sure it is fully integrated with Watermelon Messenger. 

    If and when WhatsApp will provide their API is not known at this time, but it is expected to take place in Q3 2017. We've made all the preparatory modifications to our system's backend, so once we get the go-ahead integrating WhatsApp should be possible within a matter of weeks. Subscribe here to receive a notification as soon as WhatsApp is integrated with Watermelon Messenger.

  • Please use our contact form to reach out and let us know.

  • When our API goes online, you will be able to add your own channel or app. 

  • 1. Login at dashboard.watermelon.nl and select Settings.

    2. Go to Add/Edit channels

    3. Click on the channel you want to remove.

    4. Click on the button Disconnect

    The channel has now been disconnected. 

  • Not yet. This functionality will be added in the future.

Partner Program

  • To develop apps for our app store, you need to first register with this form. Fill in your details and we'll be in touch with you soon!

  • Register for the affiliate program by filling in this form.

  • To become a reseller, first register with this form. Your registration will be processed and we'll get in touch with you to explore the possibilities of working together.

Payment & Plans

  • After you have made a payment you will receive an email from us to confirm the payment was successful, or to indicate your payment has failed, and which steps you have to follow to make the payment successfully. 

  • At the moment, you can pay by iDeal, credit card and bank transfer, in the future we will also offer direct debit (automatic bank transfer).

Telegram koppeling

  • Watch the instruction video below. 

     

  • The most probable answer is that you've used the bot you're trying to add in another system already. Create a new bot in order to add Telegram to Watermelon Messenger.  

  • You can also open the BotFather in the Telegram app or the Telegram web app. Search in the app or the webapp for 'BotFather' and type /start. You can then continue with the next steps in the dashboard.

  • 1. Login at dashboard.watermelon.nl and go to Settings.

    2. Click Add/change channels.

    3. Choose Telegram.

    4. Click on Remove Telegram account.

Terms

  • At the bottom of the screen on our website you'll see a footer menu. Under 'Legal', there's a link to our Privacy Policy.

  • At the bottom of the screen on our website, there's a footer menu. Under 'Legal' you'll find the links to Watermelon's Data Security, General Conditions and Terms and Conditions of Use

Users

  • An admin can access the dashboard settings, including adding new users and adding and removing channels. The admin also has access to Statistics and the Conversation overview, where the admin  can see all of the conversations of support employees. A support employee can pick up and complete conversations, change personal details and see personal statistics, and change the language of his or her dashboard.

  • Contact us in order to remove or delete a user.

Watermelon Messenger

  • Watermelon Messenger is currently available in Dutch and English. In the future many additional languages will be added. If you want to suggest a specific language, let us know

  • An API (written out: application programming interface) is a way for computer programs to communicate with each other.  When a computer program offers an entryway and a 'language', other software programs can use this to exchange information and instructions.

  • You can call us, send us an SMS or WhatsApp, reach out on Facebook Messenger or use the contact form to get in touch with us! 

    Call: 030 291 99 55 

    SMS/WhatsApp: 06 145 78 170

    Facebook Messenger: www.messenger.com/t/Watermelonnl

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