Application
ESM platform with chat and integration with WhatsApp or Telegram
We have natively created a response module for clients who use WhatsApp as a Communication Channel with their Requesters within the Ticket Application.
In addition to sending messages, you can receive them distributed to the Service Groups you desire.
This is the main functionality and allows your Requester to contact your operation through your Service Number linked to WhatsApp or Telegram, and they can also choose the Service Group they wish to talk to. This way, the service will be directed to the correct queue, as long as this queue has Online Operators, and a ticket will be automatically registered.
Proactively, your team can start a conversation with your Requester on their WhatsApp or Telegram. This service will be automatically documented in a ticket.
This contact can happen with registered clients and even new numbers; Desk Manager will update the Requester's record automatically so you don't have to worry about it later. Isn't that amazing?
View Conversations through Tickets by Managers (Administrators and Managers), and track what is being discussed and even transfer the Service when necessary.
Receive contacts through a custom bot linked to Telegram and forward them to online operators in your service groups, automatically registering the ticket.
In other words, each transfer of a Conversation will record in your Ticket the time that part of the service stayed with the Operator, not affecting your teams’ productivity measurement.
Imagine you are attending to the client, and they report an “Email Problem.” Your Knowledge Base can suggest a record linked to the text mentioned by your requester.
Include WhatsApp or Telegram Tickets as Child Tickets of already open Tickets, bringing traceability to all demands. In addition to Ready Phrases for automatic and standardized responses, bringing more efficiency to your service team!
By our side, the sectors of your company work in harmony and with efficiency. All together seeking results.
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Desk Manager platform
Status API
