IVR deflection to WhatsApp,

With IVR deflection, brands can use the IVR menu to suggest that the interaction can move over to WhatsApp. Depending on the event triggers (long waiting time, specific menu selection, routine questions etc.), customers could be routed to WhatsApp to continue their care journey.

Better operational efficiency for business,

  • Load Management. Help reduce traffic load on IVR center by moving cases that can be solved by chatbots (automation) to WhatsApp.
  • Efficiency. Help improve agent efficiency by shifting to WhatsApp where agents can handle more than one conversation at once (concurrency).
  • Cost Savings. Help reduce costs by moving a synchronous channel to an asynchronous channel—one that is cheaper to attend.
  • Rich Media. Help provide a better service as WhatsApp enables customers to share photos, videos and other media to highlight their issues.
  • Multitasking. Asynchronous conversation on WhatsApp helps provide flexibility to leave and re-enter the conversation, anytime or anywhere.
  • Increase CSAT/NPS. Customers who have a good experience with a brand on WhatsApp usually prefer to stay on this channel.

Typical user flow for phone IVR deflection to WhatsApp


Contact Us

Need help in implementing IVR Deflection to WhatsApp from your Call Center or Contact Center? please message us & we'll be more than delighted to assist you with any technical consultancy or integrating WhatsApp Business APIs with your system, including most commonly used ones like Salesforce.com Service Cloud, Freshdesk, Zendesk, ServiceNow, RemedyForce, Genesys, Twillio, Talkdesk, NICE, 8x8, Five9, RingCentral, etc.