WhatsApp Omnichannel Voice
Engage Customers on their Preferred Channel
Unify Voice, Messaging, and Files into a single experience
Resolve Issues Faster with WhatsApp Voice
Discover WhatsApp Omnichannel
Elevate your customer experience with WhatsApp Omnichannel, delivering platform-native WhatsApp voice, messaging, and file sharing. Treat WhatsApp voice like any other voice channel with full support for routing, analytics, and recording, while enabling seamless customer engagement on the world’s most popular messaging platform. Say hello to a unified, enterprise-grade WhatsApp experience.
Voice Interactions
WhatsApp Omnichannel Voice converts WhatsApp voice calls into standard Genesys Cloud voice interactions.
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Calls enter routing flows, queues, and agent groups as regular voice calls.
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Supports transfer, hold, wrap up codes, screen pop, recording, and reporting.
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Ideal for mobile first regions where WhatsApp is the primary communication channel.
Messaging Interactions
The WhatsApp Omnichannel also provides a fully integrated WhatsApp messaging channel inside Genesys Cloud.
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Customers send and receive WhatsApp messages that route through standard digital flows and queues.
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Agents handle WhatsApp messages alongside other digital interactions.
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Supports bots, workflows, automated replies, and customer journey logic.
Omnichannel Experience
WhatsApp Omnichannel Voice creates a unified customer experience across both WhatsApp voice and messaging.
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Customers can move between WhatsApp messaging and WhatsApp voice as needed during the same interaction.
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Agents see both interaction types associated with the same customer so they can speak as well as chat and share files.
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Both channels use standard routing, skills, and flow logic.
Data and Reporting
All WhatsApp interactions appear in reporting as standard voice and digital records.
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WhatsApp voice and messaging interactions are logged the same as other voice or digital channels with standard voice recording.
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Reporting includes timestamps, agent details, queues, wrap up codes, and customer identifiers.
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Fully compatible with forecasting, scheduling, and quality management tools.
SecureCX Integration
Organizations have the option to pair WhatsApp Omnichannel Voice with SecureCX for secure file handling and advanced controls.
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Add secure file upload and download to WhatsApp messaging.
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All files can be scanned for viruses, malware, ransomware, and NSFW content.
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Files are stored in encrypted, region aligned repositories with multi region support to comply with GDPR and other privacy regulations.
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Retention policies, access controls, and reporting are managed through SecureCX.
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Ideal for insurance, financial services, utilities, telecoms, and any scenario where customers submit documents.