Purpose and Features
With this enhancement, the location sharing feature via WhatsApp has been integrated into our product's chat channel. The primary goal is to enable end users to easily share their location during a conversation, streamlining workflows—especially in field operations and location-based service processes.
Location sharing is implemented as a new step within ICR (Interactive Chat Routing), making the collection of location data from users a structured and automated process.
Benefits
Enhanced Customer Experience:
Instead of manually typing an address, users can now share their location more quickly and easily. While WhatsApp already allows users to send their location via a location icon, this feature brings location sharing directly into the chat flow. It clearly prompts users to share their location through an instruction message and displays a dedicated location sharing button. This minimizes confusion about how or where to send a location, allowing for a seamless one-step experience without user trial and error.Operational Speed and Accuracy:
Shared locations are instantly accessible to agents, enabling faster and more precise service delivery.Agent View:
When a user shares their location, it is displayed to the agent as a clickable map link. Agents can open this link directly in a map interface for real-time situational awareness.Time-Controlled Flow Management:
A specific time limit can be defined for the user to send their location. If the time expires without a response, the flow automatically redirects to a predefined alternative step.Data Integration:
Since the location details are saved in dedicated system variables, they can easily be leveraged for reporting, analytics, or downstream automated actions.
Setup
Defining the Step in the ICR Flow
System Administrator > Chat > ICR,
Select “Add ICR Step”, then choose “WhatsApp Interactive Location Message” from the list.
Required Configuration Within the Step
Step Name: Provide a name for identification in the flow.
Set Variable Input Time (sec): Define how long the system should wait for the user to share their location.
Time Out Next Step: Specify which step the flow should continue with if the timeout expires.
Next Step: Define the step to proceed with once the location is received.
Body Text: The message shown to the user (e.g., "Please share your location").
Process Flow
If the user sends their location via WhatsApp, this information will be written into custom variables.
In the custom variables, the latitude and longitude of the location, the address map link, and—if provided by WhatsApp—the location’s address and name will be stored.
If the chat flow is routed to an agent, the map link of the location will be displayed on the agent’s screen.
We wish your operation benefits from this new release and look forward to hearing your feedback!