A
Ashraf Demaidi
Business Problem:
Currently, when a Contact is connected on more than one channel, such as WhatsApp and Facebook Messenger, agents send each message on one channel at a time using the Channel switcher. To reach the customer on both, they copy the text and send it twice, which takes time and can lead to mistakes.
Desired Outcome:
  • When writing a message in the Inbox, agents can choose to send it on several, or all, of the Contact's channels at once.
  • The delivery status is shown for each channel separately.
  • A warning is shown before the same message is sent on more than one channel.
Use Cases:
An agent sends an important update, such as a booking change, on both WhatsApp and Messenger so the customer sees it on either app.