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Viiky Ng
Business Problem:
Currently, there’s no way to automate actions based on WhatsApp call events (e.g., missed calls, completed calls). This limits the ability to manage follow-ups, send surveys, or improve customer experience based on how a call was handled.
Desired Outcome:
Enable automation to be triggered by any WhatsApp call event, such as:
  • Missed Calls – Send a follow-up message or notify the contact of alternative options
  • Completed Calls – Trigger a CSAT (Customer Satisfaction) survey or thank-you message
  • Call Failures or Cancellations – Notify the customer and offer to reschedule
  • Incoming Call - assign the call to specific agent or round robin to team