Calls: Enable IVR integration and Call Queuing
planned
Ahmed Nassar
Business problem:
- As a user, I want IVR and call queuing capabilities for calls so that I can efficiently manage and direct incoming customer inquiries, reducing wait times and improving customer satisfaction.
Desired outcome:
- Interactive Voice Response (IVR) for automated call routing.
- Call queuing system with customizable hold messages.
- Reporting on call queue metrics.
Use Cases:
- Directing customers to the appropriate department automatically.
- Managing high call volumes effectively.
The current workaround:
- N/A
N
Nabilah Binti Salleh
Merged in a post:
WhatsApp Calls IVR
AC
It'd be nice to have an IVR system for WhatsApp calls, similar to what phone services like Telnyx, Ringcentral, and others provide.
Since WhatsApp calls already show a dial pad, it should be possible to let callers press numbers to choose options (for example: “Press 1 for Sales, Press 2 for Support”). This would make it easier to route calls, offer self-service menus, or collect input during a WhatsApp call.
T
Tatiana Guichard
This is very necessary now that the calling functionality has been integrated!
S
Shi Hui
planned