Outbound WhatsApp Utility Agent Experience (Engage Legacy)

Engage's Outbound WhatsApp feature is tailored to let agents send one-on-one messages using pre-approved templates directly from the platform.

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Local Measure Engage provides full Outbound WhatsApp capabilities to proactively engage with customers over WhatsApp.

Key Benefits Include:

Enhanced communication tools.

Businesses can enhance customer satisfaction and loyalty by anticipating customer needs and sending proactive messages.

Reduce pressure during high traffic periods.

Provides administrators with detailed analytics (via WhatsApp).

Customise Agent workflows.

WhatsApp messages typically have higher open and engagement rates than SMS and email, making them a more effective channel for customer communication.

Prerequisites

An active WhatsApp Business account.

Sign up to the Local Measure WhatsApp AWS Marketplace listing.

Implementation Steps

Setting up the Outbound WhatsApp functionality follows the same basic configuration as creating any Utility type in Engage. Outbound WhatsApp's are triggered via a Utility, therefore making it easy to use as all agents are currently using Utilities for various tasks.
‍The steps to configure and outbound email utility type is as follows:

Log in to the Engage desk as a call center agent.

Navigate to the section where Outbound WhatsApp Utility options are available.

During a new contact creation, select the Outbound WhatsApp Utility.

During an active call, select the Outbound WhatsApp Utility.

Choose from a variety of available WhatsApp Utilities.

Verify that each Utility is linked to a specific template with predefined parameters.

Modify the contact details that are pre-filled by the template parameters.

Ensure the customer's verified WhatsApp number appears listed as it is a mandatory field.

Click send in the Engage UI to send a WhatsApp message.

Verify that the message is sent successfully and a success message is displayed.

In case of failure, verify that a descriptive error message is displayed.

Check the contact’s history to ensure the sent WhatsApp message is logged with content and status.