Customers wishing to use the service require WhatsApp Business account number, and place a WhatsApp link on their website. When clicked the link opens a WhatsApp connection providing a web chat interface through to the Xelion hosted telephony service. The messaging service includes document and image sharing.
The addition of WhatsApp integration means that with Xelion every customer contact that takes place via telephony, web chat, SMS or WhatsApp is organised and managed in one total solution. This approach makes service to businesses and consumers much easier and more targeted. The integration was made possible with the help of the CM.com Business Messaging platform, an official WhatsApp Business solution provider.
Customer service agents receiving WhatsApp messages via their website can send a response directly from Xelion. The WhatsApp conversation that arises is recorded centrally in Xelion. Because Xelion also supports integration to apps including Power BI and CRM packages the information and contact history is centrally recorded and can be optimally mapped and analysed. This allows organisations to better monitor their service levels and check the use of the most effective customer contact channels.
Commenting on the WhatsApp integration, Dave Reynolds, Managing Director of Xelion UK stated, "This latest enhancement to our Xelion service is further evidence of the versatility offered by Xelion's open architecture for bespoke, unified communication solutions. WhatsApp integration works with any WordPress based website and can be configured in a matter of minutes."
Reynolds continued, "We already offer seamless integration between Xelion and the Zapappi SMS gateway which can be used for sending SMS messages and support for Google Assistant on our mobile app. This is in contrast to rival ‘closed' hosted platforms which can only offer a ‘one-size-fits-all' service."