WhatsApp integration
The modern contact centre has messages pouring in from multiple channels – including WhatsApp. Streamline those inbound conversations by pulling them into WhosOn.
Our WhatsApp integration allows your chat operators to handle business WhatsApp messages without having to switch channel and leave the WhosOn chat client. You can:
• Connect your business WhatsApp account into the WhosOn server
• Receive company WhatsApps from customers inside WhosOn, alongside your standard web chats and other connected third party message sources
• Reply to those WhatsApps by typing a response through the chat client – no channel disruption necessary
• Handle the chat as you would any other, taking advantage of smart WhosOn features like surveys, canned responses, transfers, tags, and so on
• Incorporate WhatsApp queries into your chat / third-party OData reports for a consolidated picture
Help desk
- Agent availability
- Backup chat routing
- Chat auto-closure
- Chat queues
- Co-browsing
- Customer chat history
- File upload
- Follow page
- Operator wrap-up
- Real-time chat translation
- Remote desktop control
- Skills based chat routing
Engagement
- Chat markdown
- Click to call back
- Dynamic chat invitations
- Dynamic fields
- Dynamic window launching
- Missed chat
- Offline messages
- Post-chat survey
- Pre-chat survey
Agent tools
- Agent experience tools
- Canned responses
- Chat alerts
- Chat preview
- Chat search
- Chat transcripts
- Concurrent chats
- Distraction-free chat
- Email and hyperlink recognition
- Filtered searches
- Internal chat
- Live chat spell checker
- Speed chat
Reporting
- Chat archiving
- Chat dashboards
- Chat sessions
- Custom reporting
- Data exports
- In-client charts
- KPI dashboards
- Live chat reports
- OData API
- Visitor list
- WhosOn Data
Analytics
- Campaign management
- Form field capture
- Live visitor tracking
- Prospect detection
- Revenue tracking
- Reverse IP lookups
- Site entry alerts
- Tailored CX
- Visitor segmentation
AI
- Auto-text
- Chat mood
- Chat summaries
- Pre-set messages
- Sentiment analysis
- Sentiment training
- Suggested response
Management
- Agent activity logs
- Agent segmentation
- Audit history
- Auto-discover
- Availability schedules
- Broadcast messages
- Chat allocation
- Chat monitoring
- Chat tags
- Chat transfers
- Multi-site management
- Performance dashboards
- Role-based permissions
- Rule-based routing
- Supervisor intervention
- Whisper messages
Customisation
- Agent avatars
- Customisable chat window
- Developer version
- Settings management
- Stacked chats
- Visitor throttling
- White-labelled chat
Multi-platform
Security
- Chat deletion
- Chat encryption
- Client security
- Data retention
- PCI / PII masking
- Profanity filter
- User blacklist