We’ve developed a solution that allows distributed sales teams to use WhatsApp and integrate these conversations with our solution. Because some stats say 76% of your customers would rather message you than call, we wanted to make sure you are on top of all conversations regardless of channel, whether via phone calls, using Forms, or via Whatsapp.

What it does

Kaisa’s WhatsApp solution relays messages between agents and consumers. This allows us to apply Kaisa solutions on WhatsApp conversations from Metrics and data capture to orchestration thanks to our Engagement Builder. 

• Events from WhatsApp usage can trigger Engagement Builder, see EB triggers for WhatsApp
• WhatsApp Conversations can be listed and exported in Explore reports

Where to start

Setting up Whatsapp requires some work from our end with your help, so if you are interested in a demo or the details needed to get your organisations started with Whatsapp, please do let us know and we'll get started! You can reach out to support@kaisa.io or directly to your Customer Success Manager for a conversation on our Whatsapp capabilities. 

How does it work

Here’s a description of the steps involved for a conversation to happen through our WhatApp solution:

1) Gathering data from the consumer
When the visitor wants to start a conversation with an agent, they will have to first fill in a form. This form is not hosted or handled by Kaisa, so you can decide on the terms and presentation for this prompt. The information we need for next step is merely the visitor’s name and number, but the form could include more things that you are interested in, and we can help you track from our end.

2) API request to Kaisa 
Once the visitor has filled in and submitted the form, our customer’s backend will make a request to our API endpoint POST /conversations/whatsapp.

In this request you will send us the name and phone number of the visitor, a list of agents' names and numbers and some additional metadata (see /conversations endpoint).

3) Preparation for a conversation
When the POST request is received we setup the conversation on our end in preparation for the first message. During this process one of the agents have been selected as well as which one of the available channels (see below) should be used . When the channel has been picked we respond to the API request from step 2 by returning a URL (and a QR representation of this URL). 
 

4) QR code is presented to the visitor by customer’s webpage
As a result of the visitor submitting the form in step 1, the customer’s web page should present the link and corresponding QR code (that was returned from the API) to the visitor.

5) Visitor uses the QR-code to connect to the conversation
The QR code link will take the visitor to a WhatsApp conversation with our selected channel

6) Visitor must send a first message
The visitor must send a first message to us on the channel we have directed them to via the QR code link.

7) First message is received in our backend
Once the visitor sends that first message to us, the conversation starts and is recorded in our end. 

8) Finding an agent
At this point we send an automated message to the visitor, notifying them that we’re looking for an agent.

While we have already picked out an agent to use, we must still verify that they are in fact available. We send a so called template message to the agent, telling them about this visitor and asks whether they would like to start talking to them. If they accept we relay the initial message from the visitor to them.

This is the first time we contact the agent and since our customer won’t know which agent we were going to pick. If the agent rejected the conversation, we try to find another agent. 

9) Conversation is ongoing
At this point we will simply relay any messages from the agent to the visitor and vice versa. We will continue to do so for as long as the conversation remains active.

10) Conversation is ending
The conversation remains active until it expires (due to inactivity) or until the agent manually shuts it down by sending the /close command

We will track these conversations in Kaisa, and we will even be able to send emails or sms and other events (like a webhook) with the Whatsapp conversation as a trigger with the power of our Engagement Builder. 

You could recover failed conversations or reach out to visitors to engage again. 

Interested? Reach out to us and we'll get the conversation going.