Convert calls to messages with WhatsApp IVR deflection

If your organization uses phone interactive voice response (IVR) for customer support, you can give your customers the option to hang up and continue their conversation on WhatsApp via text. You'll reduce wait times and improve your customers' experience.

About WhatsApp IVR deflection

WhatsApp IVR (interactive voice response) deflection gives callers the option to move their support interaction to WhatsApp. An example IVR voice message might be, “Did you know you can also reach us on WhatsApp? To continue this conversation on WhatsApp, press 1 now.” The contact then hangs up and continues the conversation on WhatsApp via text.

Set up WhatsApp IVR deflection

To get started, you’ll need to do the following:

• Connect a WhatsApp phone number to Inbox 2.0.
• Integrate your IVR with the Inbox 2.0 Proactive Messaging API.
• Set up your WhatsApp message templates. Learn how to create WhatsApp message template replies.