The WhatsApp module is a key component of our omnichannel call center platform, designed to empower agents to connect with customers directly through their most commonly used messaging app, WhatsApp, in a seamless and secure manner.
🔗 Multi-Platform Integration
Our call center system supports direct integration with:
- ✅ WhatsApp Business API
- ✅ Facebook Messenger
- ✅ Twilio for WhatsApp
🛡️ Enhanced Security – Server-to-Facebook Proxy
To enhance data protection and privacy, we now offer an advanced integration method that connects the call center to Facebook through a secure internal server bridge. This approach:
- Prevents direct third-party exposure of your messaging data
- Adds an extra layer of control, privacy, and security
- Complies with enterprise-level data handling policies
WhatsApp Profile
A WhatsApp Business Profile is the public face of your business on WhatsApp. It allows you to share key company details with customers.
WhatsApp Monitor
The WhatsApp Monitor dashboard enables supervisors and administrators to track real-time conversations between customers and agents on WhatsApp. It’s essential for managing chat distribution, assigning agents to specific chats, and ensuring timely responses.
WhatsApp Templates
WhatsApp message templates are essential tools for maintaining structured, professional, and compliant communication with customers, especially when reaching out outside the standard 24-hour window.
They help businesses:
- Re-initiate conversations after 24 hours of customer inactivity.
- Comply with WhatsApp Business policies and avoid message delivery issues.
- Automate key messages like welcome greetings, appointment reminders, order updates, or service notifications.
there are 3 types of templates: Marketing, Utility, and Authentication
WhatsApp Settings
The WhatsApp Settings panel allows administrators to configure how their WhatsApp number is integrated into the system. This setup is crucial for enabling message delivery, webhook responses, and agent assignment.
WhatsApp Insights
WhatsApp Insights is a reporting tool that gives you a clear, data-driven view of how your WhatsApp Business account is performing. It helps you understand how many conversations you’re having, how much you’re spending, and whether there are any issues with message delivery.
📦 How Billing Works
WhatsApp charges per conversation, not per message. A conversation is a 24-hour window that begins when a template message is sent. During this window, you can send and receive unlimited messages without incurring additional charges.
Each conversation triggered by a template message counts toward your Total Conversations, and is billed according to:
- ✅ Message type (Marketing, Utility, Authentication)
- 🌍 User’s country
- 🕒 Time the conversation starts