Introduction to enabling WhatsApp and SMS in Fusion Service

WhatsApp and SMS capabilities into their support workflows and enhance communication experience.

Fusion Service supports both WhatsApp and SMS enabled through Oracle's partner Infobip. Messaging channels like WhatsApp and SMS provide your customers with the convenience of using channels they're familiar with, enabling you to have a continuous conversation history, which can be untethered from the desktop.

Benefits

• Send WhatsApp to clients over Fusion Service. Send and receive free-form messages, including media files, directly from Fusion Service.
• Send SMS to clients over Fusion Service. Seamlessly send and receive SMS messages within the platform.
• Unified Communication Interface for Agents. Integrated messaging in Fusion Service Center minimizes the need for external tools and training.
• Real-time communication. Enable immediate responses to customer inquiries, enhancing service efficiency.
• Two-way communication. Customers can receive incoming messages and their clients can raise requests and send feedback.
• Real-time reporting and analytics. View metrics and KPIs from Supervisor Dashboard. Supervisors can also monitor and help agents

All you need is an active Infobip account with access to the Portal with available SMS and, or WhatsApp. Activate your Infobap account.