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You can count on the integration of channels such as whatsapp, Facebook and livechats to provide the connection with your end user and maintain a service, support or sale in the most optimal way.

Now they will wonder where the WhatsApp message information travels because in this case they travel to the gupshup API and this api returns us by HTTP POST method a code which we use in the application settings.

From here come the events with the user, because upon receiving the information of the aforementioned method, the system throws an answer from our logic that is based on decision-making trees which ask questions and expect answers that the user who writes should fill out at the time of this being executed.

All the information entered by the user in the tree conversation cannot be observed by the agent without first pointing to the option of talking to an agent, Therefore, there is complete discretion in the internal conversation with the decision tree and the options that are specified, unless required or requested in a continuing question formulation such as, purchase a product or complaint or claim.

Entering the decision tree flow can say that if the system is busy the user can interact with the decision tree even if there are no available agents speeding up processes, You may or may not request to chat with an agent in order to extend the communication or if you only want a more specific communication you stay with the tree and you can resolve your doubt according to the flow that is followed.

If the agent is busy or disconnected the system will send an alert to the user and the user will be able to disconnect or continue to solve their doubts through our application until the same is satisfied and otherwise if you want to talk to an agent you can do it in the stipulated timetable of the agents and the agents through their rapid response templates will be able to manage more effectively the questions and answers to the users who need fast resolution or information times, They also have a chat that allows them to communicate with the user providing a more entertaining chat so that the user feels helped and considered.

You can manage with a form which were the requirements or reasons for contact, you can transfer to a specialized agent on a case that you can not solve at that time. 

Check real-time contact metrics and response times on solvers to improve the quality of service. You can also count on the option to have more detailed data visualization and on the KPIS you need to review and optimize.

Prohibits the transfer of personal data of any kind to countries that do not provide adequate levels of data protection. This prohibition shall NOT APPLY in the case of: Information in respect of which the Owner has granted its express and unequivocal authorization for the transfer.

Therefore, our project prohibits its agents from publishing their own and customer personal data on other platforms, giving agents the necessary tools in a single application so that they do not copy or paste data to third parties, we give the necessary tools for the typing of the conversation and only let the agent see certain very minimal personal information such as name mail and phone which protects the customer’s personal identification number that will only be requested by means of the tree decisions and used within the application by the system itself.

We can highlight that the system has a template tool, which is a dialog that we pass to the client in a pre-written way that helps the agent not to have to write his own text, if not, search only for the required text and improve response times to the client.

At this time we are working to ensure that the e-mail responses about the conversation made with the client are sent by the same system making the agent not have access to this information and cannot filter the conversations between agent and user to third party.

For filtering prohibited words or bad words, we can mention that the role of supervisor can see the conversations of agents and so be able to do a sweep between agents and their conversations as quality control in the conversations of users.

At Cos we build, design and transform the engine of your digital growth