WhatsApp Call: Automatically Request Call Opt-In
Marvin Luksenberg
Business Problem:
Currently, agents must manually request WhatsApp call opt-ins from customers before initiating calls. This manual process causes delays, disrupts the lead or customer experience, and adds repetitive administrative tasks for agents.
Desired Outcome:
Automate the call opt-in request process by allowing the system to automatically send a call opt-in prompt when needed — for example, when a customer first initiates a WhatsApp conversation or when a call attempt is made without an active opt-in.
Current Workaround:
Agents must manually send the opt-in message to each customer before making a WhatsApp call, which is time-consuming and prone to human error.
Marvin Luksenberg
Jerry (CEO) Hi Jerry.
90% of the reason why we joined was to get our sales team in Respond and to allow them to call incoming leads via WhatsApp. Hugely important in their workflow as they'll call a variety of international numbers.
At present our salespeople must send the opt-in request manually each time for every single incoming lead, which is both super repetitive, and because quite a while may go by between lead coming in -> opt-in request being sent, the momentum is lost and our opt-in rate suffers.
We've been able to demonstrate in Respond that when we (manually) send the opt-in request seconds/minutes after the lead comes in, the uptake rate is quite high, and if it's hours or possibly the next day, it's quite low.
In a super high (lead) volume environment, continuing to work like this isn't sustainable.
This feature is a small ask which would actually have a dramatic impact on our team's performance.
If too much time goes by without it being implemented, regrettably we may have no choice but to try and find a tool which would support this automation.
Thank you for your attention!