Connect the number, then decide who answers what.
Connecting takes one click and no developer. What takes a little thought is the part after: which team gets which conversation, what hours they are on, and who is allowed to approve an expense from a phone.
What you set once
- The numberConnected in a click, and it stays yours
- Who answersBy department, by rule, and in turn
- WhenWorking hours, and what happens outside them
- Who may actPer command, matching what they can do in the app
Setup
Four things to set before anyone messages you.
Connecting is a click. Deciding who answers what is the part worth ten minutes.
One click, and your own number is live.
Press connect and Facebook asks which business and which number.Your business account, your number and the connection that brings messages in are set up for you. No developer, no tokens to paste, no support ticket.
- Press connect
Facebook asks which business and which number. That is the whole form.
- It sets itself up
Your business account, your number and the connection that brings messages in.
- Pick who answers
Which department, which people, and what hours they are on.
- Send a test
Message the number from your own phone and watch it land in the inbox.
Decide who answers, and when.
Route by the number they messaged, what they said, or who they already are. Set the hours each team is on, and what the assistant says outside them. New conversations goround the people on duty in turn.
What you configure
- RulesWhich department gets which conversation
- HoursPer team, with an honest out-of-hours reply
- AssignmentIn turn, skipping anyone off duty or on leave
- Escalation wordsThe ones that raise a ticket instead
Who may do what, per command.
Commands are not a back door. Each one checksthe same permissions the app checks, and you set them per command, so somebody who cannot approve an expense at their desk cannot approve one from WhatsApp.
Set per command
- Who may send itBy role, the same roles as everywhere else
- Whether a PIN is neededAnything that moves money asks
- What is recordedTheir name against the action, as in the app
A number per team, or per brand.
Connect more than one. Each has its own routing, its own hours and its own team, so a support line and a sales line never share a queue, and two brands never share an inbox.
Per number
- Its own teamAnd its own working hours
- Its own rulesRouting that suits that line of business
- Its own healthOne number's rating never drags another down
The number stays yours, and so does the account.
Connecting does not move your number onto ours. It stays on your own business account, in your name, and if you ever leave it goes with you. Nobody has to ask us to release it.
Yours throughout
- Your business accountIn your name, not ours
- Your numberThe one your customers already have
- Your historyExportable, like everything else here