How to Set Up Call Deflection to WhatsApp in Saysimple
Call deflection to WhatsApp allows customers to switch from a phone call to a WhatsApp conversation with a simple menu option. This helps reduce inbound call volumes, shorten waiting times, and provide a more convenient customer support experience.
By redirecting callers to WhatsApp, your team can manage conversations more efficiently while customers continue their interaction through their preferred messaging channel.
Benefits of Call Deflection to WhatsApp
By moving non-urgent calls to WhatsApp, businesses can:
📉 Reduce inbound call volumes.
⏱️ Minimize waiting times and call queues.
😊 Improve customer satisfaction (CSAT).
🚀 Increase agent efficiency and productivity.
💬 Offer customers their preferred communication channel.
💰 Lower support and telephony costs.
🤖 Enable automation and AI-powered customer service.
📊 Improve reporting and conversation tracking through a centralized messaging platform.
What You Need Before Setting Up Call Deflection
Before enabling WhatsApp call deflection, make sure you have the following:
1. An Approved WhatsApp Template Message
You'll need a WhatsApp template message that does not contain variables.
This template is automatically sent to the customer after they choose to continue the conversation via WhatsApp.
Tip: Submit your template for approval in advance to avoid delays during implementation.
2. A Phone System That Supports Call Deflection
Your telephony or PBX provider must support call deflection or call forwarding to a dedicated phone number.
This allows your phone system to transfer customers from the voice call to a WhatsApp conversation.
If you're unsure whether your phone system supports this feature, contact your telephony provider.
3. An IVR or Phone Menu Option
Configure an option in your IVR (Interactive Voice Response) or phone menu that allows customers to switch to WhatsApp.
For example:
"Press 4 to continue the conversation on WhatsApp."
Your team is responsible for creating and recording this IVR message.
4. A Confirmation Audio Message (MP3)
After the customer selects the WhatsApp option, play a short confirmation message before ending the call.
For example:
"Thank you for choosing WhatsApp. We'll send you a message shortly and end this call."
Please provide this recording as an MP3 file.
5. Your Dedicated Call Deflection Number
Once your WhatsApp template has been approved and the setup is complete, SaySimple will provide you with a dedicated call deflection phone number.
Configure this number in your phone system to enable the call deflection process.
Best Practices for WhatsApp Call Deflection
To provide the best customer experience:
Keep your IVR instructions short and easy to understand.
Use a friendly confirmation message before disconnecting the call.
Ensure your WhatsApp template clearly explains why the customer is receiving the message.
Test the complete call deflection flow before making it available to customers.
Monitor customer interactions to optimize your support experience.
Benefits of Call Deflection to WhatsApp
Using call deflection helps your business:
Reduce inbound call volumes.
Decrease customer waiting times.
Continue conversations on WhatsApp without losing context.
Improve customer satisfaction.
Increase agent productivity by handling conversations asynchronously.
Frequently Asked Questions
What is call deflection?
Call deflection allows customers to move from a traditional phone call to a WhatsApp conversation without needing to call again.
Do I need a WhatsApp template?
Yes. An approved WhatsApp template message is required because it initiates the WhatsApp conversation after the customer selects the WhatsApp option.
Can any phone system support call deflection?
No. Your telephony provider or PBX must support call deflection or forwarding to an external phone number.
Does SaySimple provide the call deflection number?
Yes. After your WhatsApp template has been approved and the configuration is complete, SaySimple will provide the dedicated phone number required for call deflection.
Need Help?
If you're unsure whether your phone system supports WhatsApp call deflection, or if you need assistance creating your WhatsApp template or confirmation audio message, the Saysimple Support team is happy to help.