How chatbots and call centers are integrated and what they offer WhatApp Business API

Posted by indigitall on Feb 10, 2021 12:43:00 PM

 Soporte tecnico_indigitall

WhatsApp Business API - integrating a chatbot and / or contact center agents in your company.


Are you thinking of enriching two-way communication with your leads or clients thanks to WhatsApp Business API? Indeed, automating the answers to frequently asked questions or redirecting those doubts to an agent, if required by the interested party, improves the user experience.

You might think that something so complex requires a long time to implement. Well, at indigitall we can create a custom bot and integrate the service on all channels (WhatsApp, web, mobile app, Facebook Messenger, etc.) in just one week. We tell you what this integration implies and what allows for your company.

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Chatbot on WhatsApp Business API


Perhaps your first question is: How can a chatbot be attached? In two ways. On the one hand, by getting the user to move through the system thanks to a menu guided by chat, and on the other, by writing keywords that will lead to the answer sought. «What are the sales hours? », «Where is the nearest store? », «In what situation is my order? » ... Frequent requests, like these, with detailed information for each user, can solve in real time. In other words, with this solution we would be automating the experience and enabling 24/7 service.


Of course, it is possible to send the appointment reminders, the resolution of incidents or the communication of the delivery of an order. Also, videos, images ... And it can even be implemented in different languages. And, as we have told you, this service is not closed: it is customized for each company. For example, your company may want to integrate a bot on the web, in the mobile app and in Facebook Messenger, all from a single platform. Or, perhaps, you are only looking to incorporate a call center service at certain hours and on certain days.


How the call center service works


If you choose this service, a person on your team will be able to respond in a personalized way to the client who requests more complex information through a keyword such as "agent". This employee will have access to the history of conversations and may request information from the user: for example, to send a photo of their ID or contract, a budget, etc., to process their requests in real time.

Agents and supervisor


Solving doubts instantly, we streamline processes and increase the time we can allocate to other tasks. You should also know that agents can attend various conversations in parallel. In addition, it is possible to transfer them to agents who speak a specific language, to an expert in finance, law ... This action is carried out through the supervisor's profile, also enabled to change the status of agents, from "available" to " not available". Likewise, this figure in charge of managing the efficiency of the group will be able to end conversations and analyze the statistics by agent.


The importance of analytics


The benefits of this tool do not end there. It also offers you weekly, biweekly, and monthly statistics on the number of conversations registered or the menus most used by consumers, among other things. In this way, it is possible to study if the evolution of the service is adequate or if we need to improve it.


And what is the result of integrating a chatbot or contact center agents with WhatsApp Business API? The customer is satisfied, by starting to ask after a single click and having their waiting time reduced in the resolution of their requests. Meanwhile, your company optimizes the management of its time and resources while improving its production. Join this service and enjoy all its advantages with indigitall.

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Contact us and we will explain how artificial intelligence, one of the features we offer, will help your company. Follow us on the networks to discover more about this and other services!





Topics: WhatsApp Business API

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