For RCS
Already using a helpdesk (Gorgias, Zendesk,...) connected to WAX to manage your WhatsApp conversations?
Good news: activating RCS won't change a thing about how you work. Here's what you need to know.
A unified experience, regardless of the channel
RCS behaves exactly like WhatsApp in both WAX inbox and your connected helpdesks.
The contact's phone number remains the unique identifier, regardless of the channel used.
So if you're communicating with a contact via both WhatsApp and RCS, all your exchanges will appear in a single conversation, organized chronologically.
In the WAX inbox, the channel used for each message is displayed next to the send time. The channel is not displayed in the helpdesks (yet)
Automatic replies on the right channel
When your support team replies to a contact, the response is automatically sent via the last channel used by that contact, no manual action required to select the channel.
This behavior applies consistently from the WAX inbox and across all your connected helpdesks.
For SMS
When you send an SMS via WAX, your messages automatically include a number in the format STOP 36XXX. This number is added by mobile carriers, WAX has no control over it.
It serves two purposes:
Unsubscribe: your contacts can reply "STOP" at any time to opt out. This automatically unsubscribes them from both SMS and RCS. The opt-out status is updated in real time in WAX.
Replies: your contacts can also reply to you through this number. These replies are visible in your WAX inbox, but will not appear in your connected helpdesks.
