Workflow: Support voice messages
C
Chi Chian Khoo
Business problem:
Currently, when a customer sends a voice message on WhatsApp, the message is treated as an invalid message type for Workflow feature. As a result, the workflow is interrupted and it needs human agent intervene to the conversation manually which leads to operational workload.
Desired Outcome:
When a customer sends a voice message, system should be able to,
- Treat the voice message as a valid message type.
- Workflow can process automatically based on voice messages without manual intervention.
Use case:
- Customer Support: A customer send voice message for describing issues or asking questions. The workflow triggered successfully and completes the workflow steps.
- Sales inquiries: A prospect send voice messages inquiry about product pricing, promotion, availability. The workflow triggered successfully and completes the workflow steps.