WhatsApp

The WhatsApp Module is a core feature of our call center platform, enabling agents to communicate with customers through WhatsApp, the world’s most widely used messaging app. This integration offers seamless, secure, and scalable messaging capabilities that comply with Meta’s WhatsApp Business Platform guidelines.

🔗 Multi-Platform Integration

Our system is designed to support flexible WhatsApp integrations, giving businesses the freedom to choose the provider that best fits their needs:

• ✅ Meta’s WhatsApp Business API
• ✅ Twilio WhatsApp Business Messaging

This ensures reliable delivery, compliance with business messaging standards, and high scalability.

🛡️ Enhanced Security via Server-to-Facebook Proxy

To safeguard message data and maintain compliance:

• We route all WhatsApp Business API traffic through a secure internal proxy server.
• This design ensures data isolation from third-party exposure.
• It provides enhanced privacy, access control, and compliance with Meta’s secure messaging practices.

WhatsApp Business Profile

The WhatsApp Business Profile acts as your official business identity. It includes:

• Profile image (logo or branding)
• Contact info
• Business description
• Website and operating hours

This helps customers recognize and trust your brand when receiving messages.

WhatsApp Monitor (Live Dashboard)

A robust dashboard for supervisors and admins to:

• View real-time agent-customer conversations
• Monitor chat volumes, durations, and statuses
• Assign or reassign chats to available agents
• Ensure efficient and timely responses across all interactions

WhatsApp Message Templates

WhatsApp Templates are pre-approved message formats used to initiate conversations or send structured notifications outside the 24-hour window.

Supported Template Types:

1. Marketing – Promotions, offers, re-engagement.
2. Utility – Transactional messages, order updates.
3. Authentication – OTPs and multi-factor verification.

Templates support:

• Text, emojis, media (image, video, PDF).
• Call-to-action buttons (URL, call).
• List pickers and quick replies.

Benefits:

• Re-engage users after inactivity.
• Maintain compliance with Meta’s policies.
• Automate high-value messages like welcome notes, reminders, or alerts.

WhatsApp Settings Panel

This admin interface allows configuration of:

• Webhook URL and token setup for event responses
• WhatsApp number linkage
• Template management
• Agent auto-assignment rules
• Message delivery fallback strategies

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.