Nowadays, direct messaging applications, such as WhatsApp, have become an important tool for achieving customer satisfaction. WhatsApp is the most popular direct messaging app in the world and should be used by any business to better serve customer needs and be available through this popular channel.

The only solution available to use the WhatsApp in order to provide customer support was via WhatsApp Web application, where it was possible to assign the channel’s interaction to just one person.

CommBox allows you to connect your WhatsApp account as a channel. Receive and send messages. Manage your calls from the system in an orderly manner. The WhatsApp channel will bring you closer to your customers, both in the sales and customer service level.

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What’s more?

Message templates – Create custom message templates and respond faster to customer’s queries, eliminate repetitive tasks, and always stay consistent. This is a great way to greet customers and answer common queries without letting your customers waiting.

Auto assignments – You can enable auto-assign of conversations to agents by several parameters like workload, skill, permissions, etc. Additionally, you can allow agents to associate responses, and assign the conversation to the last agent.

Privacy & security – You can manage how to receive media files through WhatsApp, Upload files also for the agent side, and discard sensitive data.

Bots & Automation – Automate what can be automated by building AI-powered WhatsApp chatbots. Use bots to take the load off your agents and resolve customer interactions using the latest automation features through the WhatsApp messaging app.

Auto messages – You can now send automatic auto-messages after user first message, to give an instant response via WhatsApp. Customize the message according to your business specific use case.

Split conversations – in private messages through WhatsApp it is possible to set that after 24 hours with no communication from the customer’s side, the conversation will be marked as “resolved”, and any communication from the customer’s side after that will be considered as a new conversation.

Example: The customer started a conversation regarding a certain subject and there was a correspondence between him and the agent. Then the communication was finished. If there was no communication for over 24 hours and then the customer sent a new message, a new message will be opened instead of continuing the previous correspondence. The logic behind that is the assumption that the next time the customer sends a message, it will be regarding a different subject from the last one, therefore a new conversation should start. That way, you can create conversations per subject and can tag each one of them. You can always go to the conversation history in the client card section.

Media template messages – Respond to customer queries fast using media template messages. Customize any media type and use it as a template message according to your customer needs.

Stickers – This new feature allows you to send and receive stickers as a message when using the WhatsApp API for customer communications with CommBox.