SMS & WhatsApp For Fusion Service
When enabled, this feature allows customers to connect with Fusion Service agents using WhatsApp or SMS.
SMS & WhatsApp for Fusion Service provides all the same capabilities as web chat, including:
- Familiar agent user experience through the Service Center
- Unified queuing, capacity management and agent assignment logic
- Unified reporting & analytics
- Access to monitoring, coaching & assistance through the supervisor dashboard
SMS & WhatsApp for Fusion Service is partner enabled, requiring an account with Infobip to enable access to your local mobile carriers (for SMS) as well as the WhatsApp Business platform.
- Untether your customers - provide them easy access to service on the move, without the need to install new apps or access a portal
- Improve agent productivity and response rates - with exactly the same agent experience as chat, agents are able to handle multiple conversations with customers across all available channels
- Skip the queues - providing service via messaging channels means customers aren't stuck waiting on the phone for an agent to answer
- Reduce the demand on your team - deflect easy to handle conversations with a digital assistant, ensuring quick resolutions for your customers and reducing the number of conversations routed to team
- Analyze, monitor and coach in real time - messaging automatically works with the supervisor dashboard, ensuring you are able to monitor and coach your agents in exactly the same way as other channels like web chat
- Ensure your team is agile and responsive - SMS and WhatsApp leverage the same workflow, routing and agent assignment capabilities as chat, affording your team the flexibility to provide service where the customer needs it
Steps to Enable
- If you do not already have an Infobip account, start by signing up for a free trial here: https://www.infobip.com/signup
- Get in touch with the product management team by submitting a service request for Fusion Service (Digital Customer Service) with the subject "Access to WhatsApp and SMS for Fusion Service"
- The product management team will guide you through the next steps to enable WhatsApp and SMS support for your Fusion Environment
Key Resources
Visit the Infobip site to sign up for a trial account as well as more information on pricing, features and documentation:
Access Requirements
Customers will need the following:
- Access to IDCS as an administrator for their Fusion environment
- Access to the Supervisor Dashboard as an administrator