Platform · WhatsApp
One agent for WhatsApp, phone, and web.
Bring your WhatsApp Business numbers into the same customer-conversation workspace as voice and chat. Each number routes to the right agent, every thread keeps its context, and your team can review what happened without switching systems.
Problem · Solution
The problem today
Customers move between channels, but most automation does not. The WhatsApp assistant has one set of answers, the phone agent has another, and your team has to reconstruct context from separate inboxes. That creates repeated questions, inconsistent responses, missed opt-outs, and no reliable view of the full customer conversation.
How Vocily AI handles it
One agent across channels
Use the same role, knowledge, tools, and escalation rules across WhatsApp, phone calls, website chat, and browser voice.
A clear agent for every number
Assign each WhatsApp Business number to the agent responsible for that customer journey, product line, region, or team.
Conversation history that stays useful
Review the full customer thread, delivery state, and agent responses together instead of piecing together disconnected messages.
Customer preferences respected
Recognise opt-out requests and keep them attached to the customer relationship so automation does not continue where it should stop.
Operational visibility for your team
See connection health, business numbers, assigned agents, message outcomes, and conversation activity from one workspace.
Customer experience
What a WhatsApp deployment needs to stay dependable.
The customer sees a natural conversation. Your team gets the controls and visibility needed to run it responsibly.
01
Conversation routing
Send each inbound conversation to the right agent.
- Business numbers
- Connect the numbers customers already recognise.
- Agent assignment
- Route each number to a single accountable agent.
- Shared behaviour
- Keep knowledge, tone, tools, and escalation aligned with other channels.
02
Customer threads
Keep the conversation understandable over time.
- Thread history
- Review the complete conversation for each customer.
- Message state
- See whether messages were sent, delivered, read, or failed.
- Context
- Let the agent respond with the recent conversation in view.
03
Customer controls
Build respectful automation into the channel.
- Opt-outs
- Recognise customer requests to stop automated messaging.
- Rate controls
- Keep automated responses measured during rapid message bursts.
- Business rules
- Apply channel-specific response and escalation policies.
04
Team visibility
Know what is connected and where attention is needed.
- Connection health
- See whether the business account and numbers are ready.
- Assignments
- Confirm which agent owns each customer-facing number.
- Exceptions
- Review failed or blocked messages with clear recovery context.
05
Customer identity
Keep each conversation attached to the right customer.
- Contact thread
- Group conversation history around the customer.
- Continuity
- Preserve context across multiple messages and return visits.
- Review
- Give teams one place to understand the customer's recent interaction.
06
Channel fit
Use WhatsApp where messaging is the natural next step.
- Support
- Answer product, service, and account questions asynchronously.
- Follow-up
- Continue a customer journey after a call or website conversation.
- Qualification
- Capture intent and route qualified customers to the right next step.
Common questions
What teams ask before they switch.
Yes. The same agent can use the same role, knowledge, tools, and escalation rules across WhatsApp, phone, website chat, and browser voice.
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