Call deflection allows your customers to switch from a phone call to a WhatsApp conversation. This helps reduce call volumes and ensures faster support.
Here’s what you need to prepare to use call deflection:
What you need
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A WhatsApp template message without variables
This message will be automatically sent to the customer when they select the WhatsApp option in your phone menu. -
A phone system that supports call deflection
Your telephony provider must allow calls to be forwarded to a specific number that we will provide. -
A choice menu in your phone system
You’ll need to set up a menu option in your phone system (e.g. “Press 4 to continue via WhatsApp”).💡 The message where this option is mentioned must be created and recorded by your team.
-
An MP3 file for the deflection confirmation
After the customer selects the WhatsApp option, a short voice message must play before the call is disconnected.
This message should say something like:
“Thank you for choosing WhatsApp. We’ll send you a message shortly and end this call.”
Please provide this as an MP3 file. -
The call deflection number
Once your WhatsApp template is approved and everything is set up, we will share a unique phone number with you. This number needs to be added to your phone system for the deflection to work.
ℹ️ Need help?
If you’re unsure whether your phone system supports call deflection or if you need help preparing your audio message or WhatsApp template, feel free to contact us at support@saysimple.com