The Call Center Studio WhatsApp service, provided in collaboration with 360dialog, supports all rich template message types for outbound (OB) messaging. Agents can manage and send these templates, including buttons, images, documents, and videos, directly from the agent panel.
Feature overview
Full integration with the 360dialog Cloud infrastructure
All template types supported by the WhatsApp Business API provider 360dialog, including buttons, images, documents, and videos, are fully compatible with the system.
Rich preview in the agent panel
The Preview screen lets agents view the content (including media and buttons) exactly as it will appear on the customer’s phone before sending the message.
Smart parameter editing
For templates that contain parameters (name, tracking number, etc.), the Edit option lets agents fill in these fields from the panel within seconds. This ensures that messages reach the end user with a clean appearance, free of placeholder brackets.
History and audit screens
All sent rich-content messages are displayed in their original design (including files and buttons) on the active chat, supervisor monitoring, and historical evaluation screens.
Benefits
Faster responses: Customers can respond much faster to agent messages thanks to button-enabled templates.
Operational efficiency: Agents save time by managing all rich WhatsApp outbound operations through a single panel.
Personalized communication: Parameter support provides a customized and error-free messaging experience for every customer.
Complete auditing: Supervisors can maintain quality standards more effectively by viewing shared media and documents in all historical records.