Taking Your WhatsApp Channel to the Next Level
Photo source: Interactive Powers
Enhancing Customer Engagement with Direct Calls or Video Calls through WhatsApp in your Contact Center.
WhatsApp has become an indispensable communication channel in today’s digital landscape, bridging the gap between consumers and businesses of all sizes. This transformation is especially notable in European and Latin American markets—with Costa Rica, Brazil, Chile leading the way—where WhatsApp is deeply woven into daily communications, achieving remarkable user adoption and engagement. Contact centers have recognized this shift and are integrating WhatsApp into their customer engagement frameworks, meeting customers on their preferred platform while providing natural, accessible support. The shift has been so successful that even small and medium-sized enterprises have moved away from traditional phone lines and SMS in favor of WhatsApp’s dynamic platform.
Contact centers can integrate WhatsApp through two main approaches: directly using WhatsApp Business tools or implementing comprehensive omnichannel platforms that incorporate WhatsApp alongside other channels. These platforms efficiently handle routing automation and agent task distribution, optimizing resource allocation. Through these integrations, organizations maintain efficient communication while managing customer interactions to maximize both operational efficiency and satisfaction.
The Power of Automation
First-Level Chatbots and AI Conversational Agents
Automation is fundamental to WhatsApp adoption in contact centers. Chatbot engines handle routine inquiries and provide self-service options, ranging from simple menu-based systems to sophisticated AI-driven conversations.
Beyond improving efficiency, automation helps businesses handle high interaction volumes. When needed, chatbots smoothly transfer conversations to human agents, letting customers speak with real people through a familiar platform.
The Real-Time Challenge
Meta APIs without Native Support for Calls or Video Calls
Despite its widespread use, WhatsApp has limitations that frustrate customers. Many want to switch from text to voice or video calls for complex or sensitive matters. However, Meta’s WhatsApp Platform official API doesn’t support these features, limiting contact center interactions to text only.
This constraint creates significant challenges, particularly when trust, confidence, and secure information sharing are crucial for effective communications and business real-time efficiency.
What are your WhatsApp Levels:
- ☑️ Level 1 - WhatsApp Single User integration
- ☑️ Level 2 - WhatsApp Business integration
- ☑️ Level 3 - Transfer to Human Agents
- ☑️ Level 4 - Prompts & Menus Chatbot
- ☑️ Level 5 - AI Conversational Chatbot
- ✅ Level 6 - Direct Call (Voice over IP)
- ✅ Level 7 - Video Call
Current Implementation Status:
- Most small and medium-sized companies operate at Levels 1–2, though some reach Levels 3–4.
- Most corporations function at Levels 1–4, with only a few advancing to Level 5.
- Very few companies have achieved implementation of all Levels 1–7 for complete integration.
- Companies operating at Levels 6–7 typically restrict access to scheduled meetings or phone calls.
A Game-Changing Solution: SPLIT WhatsApp
To address this limitation, we developed SPLIT WhatsApp protocol mode, an innovative solution enabling one-click voice or video connections between customers and agents. Without dialing phone numbers, users can transition smoothly from text to voice or video communication. In addition, agents can perform call transfers as in any other inbound or outbound service.
How It Works
SPLIT WhatsApp uses our Video RTC (Real-Time Communication) channels for instant, direct connections. The system uses the agent’s extension to prevent conflicting assignments, ensuring smooth, prioritized interactions for Contact Center agents.
Key Features
SPLIT WhatsApp delivers exceptional value for your business communications and processes by streamlining customer interactions, enhancing engagement quality, and providing secure, efficient ways to connect with all your audience.
✅ Instant Access
Calls connect immediately without delays or routing providing instant support.
✅ Fast Connection
One-click, tokenized voice or video connection directly to your assigned contact center agent.
✅ Enhanced Security
End-to-end encryption with AES 256-bit to encrypt and protect all your sensitive information.
✅ Privacy Compliance
Unlike Meta’s platform, we handles sensitive data securely, making it ideal for industries with strict privacy requirements like Healthcare, Financial Services and Governments…
✅ Video Call Recording
All video calls can be recorded and managed for quality assurance and business protection.
Integration & Compliance
This comprehensive solution seamlessly integrates with any existing WhatsApp conversation implementation in your business environment. Organizations have the flexibility to utilize either WhatsApp Business tools or any Contact Center as a Service (CCaaS) integration that suits their needs for Levels 1-5. To ensure maximum compatibility and efficiency, we provide extensive integration capabilities, including direct integration with popular platforms such as Genesys Cloud and many others. Additionally, we offer native integration support for our Web ACD-based endpoints specifically designed for Video Contact Center operations—this functionality has been available since version 1.2X and leverages the advanced capabilities of our cutting-edge Video RTC 6.X Video Gateways to deliver optimal performance and reliability.
Building Better Customer Experiences
Contact centers must evolve beyond traditional text-based communication methods to meet the growing demands for exceptional customer experiences in today’s digital age. By incorporating advanced communication capabilities, organizations can create more meaningful and effective interactions with their customers. SPLIT WhatsApp stands at the forefront of this evolution, fundamentally transforming customer engagement through its innovative implementation of secure, real-time voice and video interactions. These enhanced communication channels not only foster greater trust between businesses and their customers but also create deeper, more meaningful relationships through personal, face-to-face interactions.
Through its strategic focus on eliminating traditional communication barriers while maintaining the highest standards of security and operational efficiency, SPLIT WhatsApp empowers businesses to deliver the sophisticated, multi-channel support that modern customers increasingly demand. This comprehensive approach ensures that organizations can maintain the personal touch of face-to-face interaction while leveraging the convenience and accessibility of digital communication platforms. As a result, businesses can provide their customers with the flexible, responsive, and professional support experience they expect in today’s fast-paced digital environment.
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