We use Sunshine Conversations from Smooch to power our WAB(WhatsApp for Business)Platform. It is being used to redirect the messages from WhatsApp to our application and vice-versa.
Please find below, a high level overview on how it is being used:
- We register the WhatsApp number with sunshine.
- After a verification process, a unique app will be created in sunshine which can be accessed through it’s key.
- With that key, we have created a middle ware which will redirect the messages back and forth from our app to that WhatsApp number.
Also, please find below some salient features of WAB:
- Message Pool:
All the messages sent by the customers is made available in a pool from which the agents can pick and start interacting with the customer.
- Interaction Lock:
Once an agent starts interacting with the customer, the conversation is locked with the agent and other agents will not be able to reply to the conversation until released or transferred by the agent.
- Transfer Conversation:
The agent have the ability to transfer the conversation to other agents, in case the customer requires a service which another user is more proficient in.
- Exchanging files:
Files can be easily exchanged with customers during the conversation.
- Auto-reply and Predefined Menus:
System provides three levels of auto-reply thru a set of predefined menus to instantly serve customer in a seamless and faster way.