Latest enhancements to our WhatsApp for Business Integration!
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11 months ago
The post-covid customer service industry is witnessing a surge in the usage instant messaging platforms like WhatsApp as customers are looking to get their problems resolved faster. This calls for teams and processes in place to make sure WhatsApp as a channel is being effectively monitored.
With the latest enhancements to our WhatsApp for business integration with Freshdesk, we make sure admins and supervisors are empowered with all the necessary features to manage the incoming load via WhatsApp. Here are the latest updates to our WhatsApp for Business integration,
Set up SLA policies for WhatsApp as a channel
Since customers reaching out to your business via WhatsApp expect faster resolutions, you can now set up a separate SLA policy for WhatsApp as a channel and make sure your customer support team adheres to it.
Create Automation rules for WhatsApp conversations
If you have a dedicated team to assist customers via WhatsApp, you can set up automation rules to make sure all the incoming tickets through WhatsApp are routed to those specific agents and notify them about it.
You can read more about our WhatsApp for business integration here. The WhatsApp for business feature will be available as an add on for Garden, Estate, Forest, and Omnichannel plans.
We hope these enhancements will help you manage WhatsApp as a channel better. Feel free to let us know your feedback in the comments below.