WhatsApp is owned by Meta. To enable a WhatsApp channel in Syntelate XA, we support integrations with Meta's approved third-party solution providers. The third party's API provides the interface between Syntelate XA and the WhatsApp Business API.
Syntelate XA's WhatsApp channel works in the same way as Messenger, SMS chat, and web chat.
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Agent Experience
Agents receive and reply to WhatsApp messages using the Chat element on the Syntelate XA Agent Desktop.
Syntelate XA pops customer WhatsApp messages to the agent desktop when a customer sends a message to your business's WhatsApp number.
Customer Experience
Customers can have WhatsApp conversations with your business wherever they use WhatsApp. This might be a widget on your business's website, on Web WhatsApp in their browser, or on the WhatsApp app installed on their device.
Features
Some of the key features of WhatsApp chat in Syntelate XA are described below.
Rewriter
Agents can use Rewriter to improve their email and chat messages. Rewriter is an AI-powered assistant in Syntelate XA that:
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Analyzes the agent's written content,
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Corrects any spelling, grammatical, and punctuation errors,
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Rewrites it in a formal style,
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And presents the agent with suggested replacements.
Configuration
If you add Rewriter to one of your channels, Inisoft Support will configure it for you.
When it is implemented, you have the ability to control whether Rewriter is on or off. You can switch Rewriter on and off using the AIRewrite setting in the GENERAL table.
Availability
The AI features in Syntelate XA are powered by the Azure OpenAI API and are available individually as add-ons. See Channels for more information.
Agent Experience
See Using Rewriter to understand how it works in practice for agents.
Smart Text
Smart text is text that an agent can quickly insert into a chat, for example Hi, [CONTACT.FORENAME]. I can help you with that.
Smart text can include references to data. For example, when an agent sends the above smart text, [CONTACT.FORENAME] would be replaced with the customer’s first name: Hi, Emily. I can help you with that.
Transfer
Agents can transfer a WhatsApp chat. Syntelate XA will then pass the chat to another agent.
Handle Multiple Chats
Agents can handle multiple chats at a time — you can choose how many. This can even be omnichannel: WhatsApp, web, SMS, and other social messaging chats.
Attachments and Embedded Media
WhatsApp lets your customers send the following content to your agents:
- Photos
- Stickers
- Animated GIFs
- Emojis
- Files
Note: Syntelate XA does not let agents send photos or other types of multimedia.
Conversations on WhatsApp
When you set up a WhatsApp channel in Syntelate XA, you'll be able to receive user-initiated messages and send replies. Your replies need to be sent within 24 hours of receiving the user-initiated message. These types of conversation are categorized by WhatsApp as service conversations.
Syntelate XA currently does not support business-initiated conversations. These types of conversation are categorized by WhatsApp as authentication, marketing, or utility conversations. Business-initiated conversations require you to use WhatsApp message templates.
Note: If you would like to send business-initiated WhatsApp messages, contact our Syntelate XA Product Support team to discuss your requirements. You can reach Product Support at support@inisoft.com or +44 (0)800 668 1290.
For more information about WhatsApp's conversation categories, refer to the Meta Developer documentation of the WhatsApp Business Platform.
Expiring Messages
WhatsApp restricts the period within which a business can respond to user-initiated messages. WhatsApp refers to this time period as the customer service window, and it's set at 24 hours. The window is opened when a customer's initial WhatsApp message is sent to your WhatsApp number. If the window closes before an agent in Syntelate XA has replied, then the customer's message will expire. To learn more about the consequences of the customer service window for expired user-initiated messages, see Meta's Policy Requirements paragraph.
The following features help your operations team manage expired messages in Syntelate XA.
Reduce the Window
We recommend that you reduce the customer service window in Syntelate XA to avoid failed deliveries of agent replies. You can reduce the customer service window by setting a message expiry time in Syntelate Studio when you create your WhatsApp message gateway. For guidance, see
Remove Expired Messages
Syntelate XA can be configured to automatically remove expired WhatsApp messages from the Syntelate XA queue. That way, agents are never passed an expired message. Although the message is removed from the queue, it remains in Syntelate XA. To allow you to view and manage expired messages, use the
Reply Using Another Channel
Your agents can reply to expired messages using a channel other than WhatsApp, such as SMS, email, or outbound voice. To do this, you would need to create the relevant channel. Contact our Syntelate XA Product Support team to discuss your requirements. You can reach Product Support at support@inisoft.com or +44 (0)800 668 1290.
Integration
To integrate with WhatsApp in Syntelate XA, you need to use a third-party WhatsApp Business solution provider. The third-party API establishes a connection from the WhatsApp Business API Client to Syntelate XA's API and MS SQL database.
Currently, Syntelate XA supports the following providers:
Note: If you would prefer to use an alternative third-party provider, get in touch to discuss your requirements.
We can implement the integration for you as part of your Syntelate XA project. However, note that Syntelate XA projects do not include the third-party provider's fees. You'll need to sign up for an account with the provider and pay for that separately.
After you have created the integration, you need to create a social media message gateway in Syntelate XA to complete the setup of your WhatsApp channel. For guidance, see
More Information
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Description |
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Explains how chat (which includes web chat, SMS chat, and social media chat) works from an agent’s point of view. |
| Designer | Explains how to design desktops for your agents. To let your agents handle chats, add a Chat element to the desktop. |
| Smart Text Editor | Explains how to configure smart text for chat. |