Omnichannel automation for call centres and customer support teams
Bring WhatsApp, RCS, webchat, Instagram Direct and Facebook Messenger into one operation, with AI-powered triage, automated responses and seamless agent handover.
- Smart triage
- Case management
- Hybrid support
- Surveys and quality
Support · Assistant
online · replies instantly
Ticket #34821
Open · under review
SLA: response within 24 hours
All channels. One platform.
Centralise conversations across WhatsApp, RCS, webchat, Instagram Direct and Facebook Messenger. Zapify keeps the history, context and automation of every interaction in one place.
Fewer calls, more conversations
Deflect the repetitive from the phone to WhatsApp ("press 1 to continue") and serve several customers in parallel, without hold queues.
Lower average response time
AI answers the common on the spot and triage routes the rest to the right team — AHT drops without losing quality.
Context that travels with the customer
When an agent takes over, they get the full history and context — the customer does not repeat their story.
Operations measured in detail
SLA, cases, CSAT and NPS in one dashboard — full visibility to manage volume, queues and quality.
The numbers that make the difference
~98%
of messages opened — and read within minutes
24/7
triage and self-service, every day
N:1
several conversations in parallel per agent
1
channel to triage, resolve and escalate
WhatsApp open rate based on public industry data; call deflection is an estimate and varies depending on the operation.
High volume, hold queues — and the same questions repeated
- High volume of contacts and peaks that are hard to absorb
- Queues and waiting times on phone support
- Repeated questions and manual processes that consume agents' time
- Customers repeating their story at every transfer
- Information scattered across teams, systems and channels
Zapify turns WhatsApp into the main entry point for your call centre
- Smart triage that identifies the topic and resolves or routes it
- FAQs and self-service that answer on the spot, 24/7
- Cases opened and tracked with real-time status updates and SLA monitoring
- Handover to agents with full context and history
- Automatic follow-up, notifications and satisfaction surveys
WhatsApp is already part of your customers' everyday lives. We help your support team meet customers where they already are.
From triage to CSAT — all through conversation
From first contact to customer satisfaction, every interaction and its full context are centralised on one platform.
Triage and initial support
Questions, requests and topic identification resolved or routed on the spot.
- Topic identification
- Automatic resolution of common issues
- Smart routing
- Queue and prioritisation
Opening and tracking support cases
The status, SLA and latest updates for each request, always available to the customer.
- Case creation
- Status lookup
- Automatic updates
- SLA control
FAQs and self-service
Instant answers, links and guidance that help customers resolve issues without an agent.
- Instant answers
- Links and guidance
- Invoice lookup
- Step-by-step guides
Handover to agents
Escalation with full context — the customer does not repeat their story.
- Full context
- Queues and escalation
- Assignment by skill
- Internal notes
Follow-up and notifications
Follow-ups, reminders and confirmations that close the support loop.
- Proactive follow-up
- Reminders and alerts
- Confirmations
- Simple reopening
Satisfaction surveys
CSAT, NPS and continuous feedback collected at the end of each interaction.
- CSAT and NPS
- Feedback in 1 minute
- Quality analysis
- Dissatisfaction alerts
Integrates with the systems you already use
Zapify connects to your CRM, helpdesk, telephony and knowledge base to automate support and measure quality.
Advantages for the whole operation
For customers
- Fast, helpful responses
- Less waiting and more autonomy
- A simpler experience
For operations
- Less operational load
- Centralised support
- More productivity and standardisation
For management
- More resolution and better SLA
- Greater visibility of the operation
- Better performance insights and greater efficiency
For agents
- Less repetition
- Context always at hand
- Focus on cases that matter
Take this use case with you
Download the Zapify call centre brochure as a PDF and share it with your team.
Put WhatsApp to work for you
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