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Suhana Hamzah
Business problem:
  • When a customer grants WhatsApp call permission, there’s no notification to alert the agent
  • The event only appears as contact/ channel event in the conversation, so agents often miss it and lose the chance to call while the lead is still engaged
Desired outcome:
Notify the assigned agent in real time when a customer grants WhatsApp call permission - enabling them to immediately start the call while the lead is still hot 🔥
Use cases:
  • Agent receives a pop-up, toast, or Inbox notification when permission is granted.
  • Notification allows the agent to jump straight into the call from the same chat window.
Current workaround:
Agents manually check each conversation to see if the opt-in has been granted - slow and error-prone