With around two billion users, WhatsApp is one of the world's most widely used messaging applications and is becoming increasingly important as a communication channel between companies and customers.
Integration with jtel makes WhatsApp part of omnichannel customer service. New inquiries appear directly in the AgentHome interface.
Getting agents started quickly
Employees can handle several WhatsApp conversations at the same time. Administrators limit the maximum number of simultaneous chats per agent, while routing logic distributes inquiries to suitable, available people.
Functions for supervisors and administration
Supervisors monitor answered conversations and service levels. Reports can analyze response times, active chat time, idle time, wrap-up time and average conversation duration.
A customer's complete support history can be traced. Transcripts can be logged and transferred to CRM or ERP systems.
WhatsApp inquiries are routed alongside telephone calls, emails and other channels. AI-powered chatbots can also be used.
The integration gives customers a familiar way to reach the service team and requires little training for agents.