Platform WhatsApp
Integrate Whatsapp as a full-fledged service channel with templates, media, and automated workflows routed through the same ACD as your calls.
- Channel
- WhatsApp Business
- Processing
- Messaging & Intelligent Routing
- Use Case
- Customer Service & Digital Communication
Key benefits
Higher Customer Satisfaction
Provide customer service through a familiar and widely used messaging channel.
Communicate directly via WhatsApp with fast response times.
Higher Employee Satisfaction
Agents can handle multiple WhatsApp conversations simultaneously.
Accept and internally forward conversations directly in the jtel Client.
Optimized Service Processes
Skill-based and parameter-based routing to the best-matched agents.
Transfer and archive conversations in CRM and ERP systems via REST APIs.
Features
- WhatsApp Business as an integrated communication channel
- Multiple concurrent conversations per agent
- Skill-based routing through the jtel Routing Engine
- Automated greeting messages and active queue management
- Storage and archiving of chat transcripts
- CRM and ERP integration via REST APIs
- Detailed monitoring, wallboards, and historical reporting
- Integration of AI chatbots and automated processes via REST APIs