WhatsAppReady
OptiML offers ready to use WhatsApp messaging solution to Customers as part of Omnichannel Support Services. WhatsApp Business Cloud API with templates, interactive buttons, media and commerce flows integrated to OptiML CRM to extend a seamless communication of any of the preferred channels used by the Client. The same agent answers with the same knowledge with continuity of the conversation.
Bring a real thread from your own account. We answer it with your own content.
Illustrative interface. Names, order numbers and queue counts are sample data, not a performance claim. The screen shows an OptiML universal inbox filtered to WhatsApp: a queue mixing WhatsApp, voice, email and web chat, one thread where an AI agent answers an order-status question with a citation to the customer's own returns policy, and three interactive reply buttons offering tracking, a return, or a human agent.
No separate bot. No separate knowledge base
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Step one
Connect to WhatsApp account
OptiML Connects to Client provided WhatsApp Business account through the Business Cloud API and verify message sender. Inbound messages lands in the same queue as voice, email and web chat like an integrated channel. .
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Step two
Point your existing
Templates carry the outbound cases under managed approval, confirmations, updates, reminders. Interactive buttons and lists carry the structured ones, so a return is a tap rather than a paragraph.
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Step three
Route what it can't resolve
Anything the agent can't resolve moves into the universal inbox for human assist. Entire thread of the conversation along with Customer history is passed though to the human agent to maintain the continuity of the communication.
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Step four
Route what it can't resolve
Anything the agent can't resolve moves into the universal inbox for a human, with the thread, the summary and the customer's history from every other channel attached.
Two accounts, and that is it
Both are Meta's, not ours, and getting the sender verified is usually the longest step in this use case. Start it before the build begins.
- A verified WhatsApp Business account. With the sender verified against the number you mapped.
- A Meta Business Manager. The WhatsApp Business account sits under that manages the templates.
Outbound follows the same rules as the dialer. WhatsApp campaigns follows the same consent register and the same do-not-contact suppression as an outbound voice.
Same agent. Same catalogue. Same conversation
A retailer handles order status, returns and product questions on WhatsApp, with the same agent that answers the phone, against the same catalogue knowledge, in the same conversation record.
What you can send on WhatsApp, what each message type is for, and what it needs behind it.
What you can send on WhatsApp, what each message type is for, and what it needs behind it.
| Message type | What it is for | What it needs |
|---|---|---|
| Reply in an open conversation | Everything the customer starts: questions, order status, returns | Nothing beyond the connected account |
| Template | The outbound cases: confirmations, dispatch updates, reminders | Template management and approval before first send |
| Interactive buttons and lists | Structured choices — pick a slot, pick an order, start a return | Defined in the agent flow, no extra integration |
| Media | Images, documents and audio, in both directions | Nothing extra — media previews inline in the inbox |
| Commerce flow | Catalogue browsing and order actions inside the thread | A connected catalogue, including WooCommerce |
Why it isn't a second silo
One customer key
One KB with the same citation and groundedness exact and precise communications.
One knowledge base
WhatsApp threads sit beside voice callbacks, web chats and emails, with ownership, internal notes and macros.
One inbox
Per-brand themes, white-label domains, and separate knowledge and agents behind each conversation
Many brands, one tenant
Per-brand themes, white-label domains, and separate knowledge and agents behind each, for BPOs running several client programmes.
WhatsApp runs on
WhatsApp is one of eight channels on one conversation model. Adding it does not add a platform, a licence or an integration project.
WhatsApp Business API
Cloud API with template management, interactive buttons and lists, media and commerce. Chat & omnichannelUniversal inbox
Every channel in one queue, with ownership, transfers, notes and macros. Agent DeskKnowledge grounding
Hybrid retrieval with citations, and a gate that stops an unsupported reply. KnowledgeProactive messaging
Trigger on a cart, a shipment or any custom signal. 100+ nodes, 50+ trigger. AutomationWe publish outcome figures only with the customer's written approval, so this slot stays empty until one is signed off. In the meantime the mechanism above is the honest version.
More solutions by use case
Start with the job you need done this quarter rather than the module that does it.
The WhatsApp channels is supported by
The OptiML CX Platform configured for WhatsApp customer service works as an integrated channel of choice for Customers. Customers find it easy to choose the best suitable channel of their choice. The WhatsApp channels is supported by
Send us a thread you answered badly
We ground an agent in the content that should have answered it, point it at WhatsApp, and you message it yourself from your own phone. Buttons, media and the handover included.
- 30 minutes
- A working agent grounded in your content
- No slide deck unless you want one
Book a demo
30 minutes, on your own content. No slide deck unless you want one.
Your details stay private. We never share them.
