Article: Automatically send Whatsapp Template message to customer after VOIP call ends.
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Sana Nazir Ahmad
Business Problem:
The Business wants to send an automatic WhatsApp message template to lead/contact (after call on a VOIP software has ended) so that the customer can converse with a Support agent via WhatsApp.
Pain Points:
- Business are not able to send a follow up message to clients/leads immediately. This is frustrating for both business and their clients.
- Manual method is very slow and does not satisfy the business or their client's needs.
Context:
In the VoIP system, when a call is received there's an automated response prompting the client to press 1 if they need technical support. If the client presses 1, they are informed: 'We have now sent you a WhatsApp message, please respond there.'. The business wants that the WhatsApp message to be sent immediately after the call. Sometimes, there is an undesired delay in sending this message when a human agent is busy with some other customer.
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Sana Nazir Ahmad
Stage: Other
Proposed Solutions(s):
- Using Make.com:
- Connect the VoIP Software as a trigger, with the trigger event Call Made (The event would differ from one VoIP Software to another)
- Add a Create or Update Contact step to check if the contact exists and update the contact details, or if the contact doesn’t exist then create the contact
- After that add a Route step to branch the request based on a category or number chosen in the call
- Then send a WhatsApp Template via Send A Message step
- Using Zapier:
- Connect the VoIP Software as a trigger, with the trigger event Call Made (The event would differ from one VoIP Software to another)
- Add a Create or Update Contact step to check if the contact exists and update the contact details, or if the contact doesn’t exist then create the contact
- After that add a Path step to branch the request based on a category or number chosen in the call
- Then send a WhatsApp Template via Send A Message step