garimabalodi | 2023-07-11 11:00:09 UTC | #1
Hi Dev forum ,
is there a way we could achieve IVR deflection to whatsapp . Calls waiting in a queue having a very high EWT could be deflected to whatsapp . I do see a blueprint for facebook deflection , but wanted to know if this can be implemented t with whatspp instead of facebook?
Regards Garima.
msassoon | 2023-07-11 11:26:54 UTC | #2
The blueprint would be very similar to what I have seen many customers do, but change the link for Facebook with the WhatsApp link format here https://faq.whatsapp.com/5913398998672934.
You can use the Agentless API to send directly to WhatsApp AgentlessWhatsApp-20230630162338.custom.json|attachment (2.4 KB) and I have attached a sample Data Action to do that. However, you do need an approved WhatsApp Template in your WABA to be able to use it and mine has 2 inputs, hence the first and second inputs on the Data Action. This is wrapped in a Canned Response that is needed for the responseID. You can modify this one to match. FromMobile is the ID of the platform config for your WhatsApp number and Mobile is the number to send to.
If you use this, be aware that you can be in danger of a reduction in WABA quality if you send lots of these messages to customers that haven't approved use of WhatsApp with the business. Make sure the IVR records their acceptance to move to WhatsApp or use the SMS with the link as both will indicate that they accepted to shift to WhatsApp.
garimabalodi | 2023-07-13 04:52:17 UTC | #3
Thanks @msassoon ,
this is exactly what i was looking for ..
Regards Garima.
system | 2023-08-13 04:53:04 UTC | #4
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