Channel - Whatsapp - Proactive Messaging in Asynchronous Communication
“Our clients contact us via WhatsApp, and an automated flow in Lynn presents a menu that gives the client the possibility to update and restart their router remotely by invoking a Telco API. During the process, each update step is automatically communicated to the client asynchronously in a proactive thread, allowing the client the freedom to continue accessing self-service options while the task is being executed.”.
Status: Active.
Complexity: Advanced.
Category: Customer Service
Use Case Description
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Usability: Addressing the need to inform a WhatsApp-connected client about the status of a remote process running concurrently with their ongoing conversation, for example: "restarting/updating a modem at the client's premises".
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Expected Outcome: The WhatsApp-connected client receives asynchronous messages about the status of a remote process without limiting the ability to consume the main self-service flow
Use Case Resolution Method
Solution Description
- Prior to contracting and connecting the WhatsApp channel through Lynn's providers, a self-service flow is structured in Lynn's designer with the ability to execute an external API using the "JSON WebRequest" action. This action initiates an external process capable of notifying Lynn about its execution status through the API and the Proactive (Outbound) module. A campaign is responsible for managing messages in parallel, allowing the client to continue using self-service features in the main Lynn flow.
LYNN Components Involved
- WhatsApp Connector
- Lynn Proactive Module
- Messaging API - Proactive
- Channel Sandbox (for testing)
External Components Involved
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External API (external service managing a remote process and notifying Lynn of new status updates)
- WhatsApp Account.
Costs for Required Licenses: Not applicable.
Estimated Number of Hours: 50 hours, referenced in case it's carried out by a Lynn Core Certified Developer (LCCD)