Hello, we have recently start using Whatsapp integration but we would like to have more control over new incoming chats routing.
It would be great to have, as we have CFD or call processing scripts for voice, a "chat processing script" to perform PIN validation before passing chat to an operator, or perform automathic responses, or create an IVR like behaviour as needed.
To be precise we provide technical support to our customers and we currently have a CFD which checks on our CRM database for a PIN, unique for each client, that the caller must enter or say to allow it to be transfered to our support team.
We would like to replicate this behaviour for incoming Whatsapp conversations. The conversation would be processed by the "Chat Processing script" at start and if the customer PIN is right it would be transfered to the support team.
I found a thread in this forum which talks about a WhatsApp bot, which could be something similar, but there is no feedback since sept 2023.
Thanks.
It would be great to have, as we have CFD or call processing scripts for voice, a "chat processing script" to perform PIN validation before passing chat to an operator, or perform automathic responses, or create an IVR like behaviour as needed.
To be precise we provide technical support to our customers and we currently have a CFD which checks on our CRM database for a PIN, unique for each client, that the caller must enter or say to allow it to be transfered to our support team.
We would like to replicate this behaviour for incoming Whatsapp conversations. The conversation would be processed by the "Chat Processing script" at start and if the customer PIN is right it would be transfered to the support team.
I found a thread in this forum which talks about a WhatsApp bot, which could be something similar, but there is no feedback since sept 2023.
Thanks.
Yes we are still planning but we want to finalize some voice updates first... Next one is going to very good i think!
