Skip to main content

Provide WhatsApp support integrated with Zendesk

Ever since WhatsApp launched their business API last year, businesses have been waiting to enable the WhatsApp support channel. WhatsApp has slowly been rolling out API support to select businesses. Though most use cases have been around chat bots, there is a good use case for human agent support on the WhatsApp channel.

We at Ozonetel were one of the first companies which enabled agent support for the WhatsApp channel as soon as the business API released. You can read more about it at https://blog.kookoo.in/2018/08/kookoo-contact-center-integration-with.html.

Today we have improved the integration by connecting with Zendesk. So if you are serving your customers using Zendesk, you can easily enable WhatsApp channel for your customers. Your customers can chat with your agents directly on WhatsApp. We already have one of the best CTI integrations with Zendesk which you can install from the Zendesk marketplace, https://www.zendesk.com/apps/support/kookoo/

The same app can now be used by your agents for communicating over WhatsApp.

You get a full contact center setup with this integration. The following are some of the features:

1. Screen pop: When a customers starts communicating on WhatsApp, the corresponding tickets of the customer will be popped up to the agent automatically. This will enable the agent to get the context and service the customer better.

2. Ticket integration: All your WhatsApp chats will be automatically stored as Zendesk tickets.

3. Chat routing: Our famous agent routing algorithm is applied to WhatsApp chats as well. Skill based routing, priority routing etc are applied to the chats so the customers reach the right agent at the right time. Connect your Telugu customers to your Telugu agents and your English customers to English agents. Chat in your local languages.

4. Bot integration: To top it all off, start the conversation with your chat bots and then if the bots are not able to answer the queries, transfer them seamlessly to the live agents.

Learn more about the integration here, https://ozonetel.com/whatsapp-zendesk-integration/

If you want to talk to our agents on WhatsApp, just click here contact us on WhatsApp

Popular posts from this blog

Cloud Telephony-History and state of the art

Well, its been 11 years since Twilio launched their voice API in November 2008. I would say that was a major turning point in the cloud telephony industry. Before that, for people to build telephony applications, you either had to depend on proprietary platforms like Avaya dialog designer or build on arcane technologies like VXML which again was supported at varying degrees by the incumbents. Enter Twilio with their voice API and the industry changed for the better. Since it's been almost 11 years now I thought now might be a good time to do a comprehensive review of the cloud telephony industry as a whole in general and in India in particular. The Beginning Twilio was undoubtedly the startup which ushered in the era of cloud telephony. They started in November 2008. At that time in India, we at Ozonetel had launched a hosted VXML platform. There were no takers. After all who coded in VXML :) So when Twilio launched and we saw them take off, we immediately realized tha...

Google business messages and chat agents-A match made in heaven

Google has launched Google business messages without much fanfare. It's just a small button that pops up when someone searches for your business on Google. But from the conversation industry perspective this is HUGE .   Do you know that the small call button drives millions of calls i n a year for pizza joints and other retailers in the US. Businesses spend more than a trillion dollars supporting billions of customer service calls each year. Now imagine how many chat conversations the "Message" button can drive.  Think of how customers interact with business. 1. Search on Google. 2. Click on web site link. 3. Web site shows chat pop up and tries to force the user to chat.(Annoying. I know :)) 4. User clicks on chat and starts conversing with a bot or an agent. This flow can now be completely changed. The new flow can be: 1. Search on Google. 2. User clicks on Message and starts conversing with a bot or an agent. What if you could design a customer experience that helps...

Telugu ASR speech data collection

Image Source: IIIT-H Developing an indigenous ASR for Indian languages has been a goal for us since a long time. In that regard we have been experimenting a lot, trying out various neural network architectures.  While doing these experiments we found that there was no good dataset for Indian languages. While discussing with IIIT professors we got to know that the government of India was also exploring options to generate a good dataset. We immediately offered our help and our platform for this endeavor. So, as a starting step we have come up with a few campaigns to encourage users to donate speech data. We wanted to make it fun, so our first few campaigns are along the lines of JAMs(Just a Minute speech topics) etc. A topic will be provided and you need to speak for a minute on that topic. We have started this campaign for college students to start with. Of course anyone can participate and contribute their data. The more the merrier :) We will adding a lot more innovative ways ut...