Boosting Customer Reach with WhatsApp for Business Messaging Integration for Zoom Contact Center
Products Used
For existing WhatsApp Business Account and new account Zoom would have to be elected as BSP on the account.
Set up the Zoom App Marketplace Integration
Creating the connection between Zoom Contact Center and Meta
- Sign in to the Zoom App Marketplace using admin credentials.
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Use the search box to find the WhatsApp Business Connector app.
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Click on the app's icon or name to access it.
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Click Create Connector.
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A new window will open and load WhatsApp Embedded Signup Flow (from Meta).
- Enter your Meta Admin credentials and press Continue as [YourAdminAccount]
- The next page is a reminder of what permissions are necessary for the integration, press Get Started.
- You can select the previously created WhatsApp Business Account (Meta pre-requisites) or initiate the process of establishing a new account from that point.
- Enter your Meta Admin credentials and press Continue as [YourAdminAccount]
When sharing a WhatsApp Business Account (WABA) with a Business Service Provider (BSP) like Zoom, remember that only one WABA can link to one BSP at a time, so you can either create a new WABA for Zoom or remove the existing payment method from your current WABA to proceed
- The next step is to create a new WhatsApp Business Profile and verify the phone number that you want to associate with your WhatsApp Business Profile. This number will be associated with your brand and consumers will be able to find and message your Business Profile from their personal WhatsApp account using this number.
- At the end the connector status will be available.
- After validation, the connection between your Meta account and Zoom Contact Center is completed.
Build the consumer experience
Creating a messaging queue
(You may skip this step if a messaging queue has already been created.)
We are going to create a messaging queue to handle consumers' interactions.
- Under Contact Center Management → Queues → click on +Add Queue
- Add your existing agents to the queue, click on save
Optional: Customize queue settings to suit your preferences.
Creating WhatsApp for Business Flow
The Flow can be used to fully self-serve a consumer, route them directly to a queue, or gather information to qualify them before directing them to the appropriate person.
Here is an example of Flow that will first qualify the type of request before sending the consumer to the right queue.
Start Widget:
The Start Widget is the initial point in a workflow where the interaction begins. It is used to define the entry point for customer interactions, setting the stage for subsequent actions and processes.
Send Media:
The Send Media Widget allows admins to send automatic messages. In our example, once we receive a message from a consumer, we will automatically reply with this first message
"Hey there!👋
I'm here to help you to the best of my ability or connect you with a live agent, 24/7."
Collect Input:
The Collect Input Widget is used to gather information from consumers. This data can be used to make informed decisions and route the interaction appropriately. In our example it is used to display the following message:
"
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For Sales🧾related inquiries press 1️⃣
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For Support 🙋🏼♂️ press 2️⃣
"
Condition:
The Condition Widget is used to evaluate specific criteria or conditions within a workflow. Based on the evaluation, it can direct the interaction down different paths, enabling customized responses and actions. We are going to look at the value collected from the Collect Input widget and route the interaction to two different exits.
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If value is 1 Route_to_Sales
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If value is 2 Rout_to_Support
Route To
The Route To Widget is used to direct the customer interaction to the appropriate flow, queue, or agent within the contact center. It helps ensure that the customer's query is handled by the most suitable agent or group.
In this example, both Route To widgets are actually routed to the same queue, but in a real-life scenario, each route should have a different destination.
WhatsApp for Business.json
Associating your WhatsApp-enabled Phone Number to your new Flow
The last part is to associate the WhatsApp phone number to WhatsApp Flow.
- To do so click on the Start widget and select the Phone number associated to the WhatsApp for Business account you want to use.
2. Once completed, customers using WhatsApp can start connecting with your business.
Inbound Interaction example
Consumer on WhatsApp
Zoom Contact Center Agent working on the engagement
WhatsApp Templates
WhatsApp Message Templates are invaluable for extending the 24-hour engagement window. Acting like Saved Replies, they help ensure smooth communication even after the time limit has passed.
These templates not only define the type of message being sent but also help manage billing effectively.
Billing is only impacted if either a) the conversation exceeds 24 hours or b) the agent switches to a different template type.
WhatsApp Usage Charges
Our WhatsApp rate table provides detailed pricing information for each type of template per conversation for the supported countries. It offers a clear breakdown of the costs based on the template type and the specific countries supported.
Key Benefits
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Flexible Channel Upgrades: Agents can seamlessly transition a WhatsApp conversation to a voice or video call, facilitating a smooth shift to a different channel without requiring any additional licenses.
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Effortless AI-Powered Assistance: Agents can leverage AI Companion for real-time conversation summaries and sentiment analysis, along with AI Expert Assist for proactive guidance and key insights, streamlining interactions and improving efficiency.
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Enhanced Support & Customer Experience: Supervisors can assist agents in real time by using barge, monitor, or takeover features during interactions. This capability enables faster, more informed resolutions, leading for higher customer satisfaction and a more personalized service experience.
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Comprehensive Reporting & Analytics: WhatsApp interactions are seamlessly captured within Zoom Contact Center, providing managers with valuable data and insights to drive informed decisions and optimize performance.
