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  Article updated: March 19, 2023

Use WhatsApp IVR deflection to convert calls to messages

Audience: Inbox 2.0 admins

If your organization uses voice calls for customer support, you can significantly reduce wait times and improve customer satisfaction by deflecting calls to messaging.

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.

Technical requirements

To get started, you’ll need to have a WhatsApp phone number that’s connected with Inbox 2.0.

To send initial messages to contacts who choose to connect to WhatsApp, you’ll use message templates. WhatsApp must approve these messages in all languages you plan to use with your contacts. Message templates can contain {variables} that can be populated later, such as a first name, track and trace link, and order number. For more information, read Use WhatsApp message templates in Inbox 2.0.

You'll also need to integrate your IVR solution with the Hootdesk Proactive Messaging API.


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