Digital messaging support for WhatsApp through Twilio


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Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Apr 1, 2020 - -

Business value

Businesses can offer expanded channel choice to customers by offering WhatsApp messaging as a support channel to service customers who prefer to communicate through WhatsApp.

Feature details

Social messaging platforms such as WhatsApp give businesses an opportunity to engage with customers in their own context to provide them with a seamless and personalized customer service experience. WhatsApp is a channel introduced in this release of Omnichannel for Customer Service. It has the following capabilities:

  • Administrators can configure the WhatsApp channel in the Omnichannel Administration app.
  • Customers can reach out to the business through WhatsApp and seek support in an asynchronous nature.
  • Agents can use the same unified, contextual, and productive Omnichannel for Customer Service app interface to engage with customers and resolve their issues.
  • Supervisors and managers can access rich reports to run the support center efficiently and effectively.

See also

Configure a WhatsApp channel through Twilio (docs)