Chat Center

Chat Center is Your Multi-Agent WhatsApp Business Service

Imagine having your team efficiently managing and interacting with your clients across major social networks through a secure platform.

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Make WhatsApp Chat Center Your Best Ally in Enhancing Customer Experience

Design and provide your clients with the best support and service on the social media platforms where they are and need your assistance. All delivered in a professional, controlled, and efficient manner.

Key Features of Your Chat Center

Manage your chat channels with multiple agents and comprehensive reporting

Intelligent Contact Dashboard

A dashboard with detailed and effective graphs and statistics for monitoring service and controlling KPIs.

Conversation Classification

Categorize conversations based on the management performed, with ratings set by the supervisor and visible in reports.

Resource Library

Manage and access online resources frequently used by agents, such as images, videos, and PDF documents.

Contact Agenda

Administer, unify, and expand the contact base managed by service agents. Address each client by their name.

Conversation History

Access efficient reports where you can view the conversation history of each agent.

Quick Responses

Automate support with quick replies to frequently asked questions for all agents.

Conversation Transfer

Assign agents for direct attention or exclusively for receiving conversation transfers

PC Adapted

Simply log in through your browser for enhanced usability and a more comfortable and efficient experience

Login and Single Session

Access the platform with your username and password. Note that only one session per user is allowed at a time.

Inbound Traffic

Multiple Agents

Manage your WhatsApp line with multiple agentsregardless of the number of simultaneous conversations. Includes access controls for agent and supervisor profiles.

Multiple Channels

Connect the most widely used social networks and manage conversations from a single location, regardless of where you are. Features reporting, graphs, and conversation history.

Multiple Lines

Link all your WhatsApp lines on one platform Simply register them through Facebook Manager under the same company or ID at no additional cost.

Outbound Traffic
HSM WhatsApp Outbound Campaigns

Send outbound or HSM messages to your entire WhatsApp contact list using templates pre-approved by Facebook. Projected open rate of 60% with reporting and statistics.

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Welcome Message and Basic Chatbot Menu

All ITBX Chat Center plans include a welcome message for both working hours and off-hours. You can also include a basic menu-type Chatbot.

Advanced Chatbot and Surveys

Automate your contact processes with automatic responses and Chatbots, integrate with other platforms via API, and conduct satisfaction surveys.

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"ITBX is the solution for managing multiple communication channels with time tracking and statistics."
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Sandra Benavides
Regional Contact Center Manager | British Council
Some of Our Clients: Productivity Icons with ITBX
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Immediate Solutions with WhatsApp Chat Center

To create the best service, it requires not only passion but also the right tools to make it a reality.

Service Level

Customize KPIs or service time indicators to highlight unattended conversations and prioritize them for attention.

AI Integration

Integrate your chat center with OpenAI and configure your word patterns to detect conversation satisfaction levels without human intervention.

Bot Integration

Filter and select traffic for your agents through the ChatBot, capturing data in advance and directing it to specialized agents.

Multiple Social Networks

Manage interactions on the same platform across WhatsApp, Messenger, Instagram, and Webchat, with independent attention flows.

Indicator Measurement

As in any professional operation, activate and measure your essential KPIs and indicators, such as first response time, average handling time (AHT), among others.

Satisfaction Surveys

Take the opportunity to easily measure each contact with your clients or prospects. They will provide insights on how to improve every day.

Transform Your Customer Experience
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Frequently Asked Questions

ITBX accounts, plans, or services do not require a minimum commitment or impose minimum activation and usage periods. Your subscription is monthly and automatically renews each month, with a billing cycle of 30 calendar days (from the 1st to the 30th of each month).

Similarly, any request for a reduction, termination, or cancellation of the ITBX account, plan, or service, including any additional active services, must be submitted in writing at least 40 calendar days before the start of the next billing cycle, considering the billing cutoff.

The Chat Center platform is optimized for PC or laptop use, as its functions are designed to fit this version.

Mobile devices are not recommended for using the platform.

Our platform stores conversation history for the past 6 months of service.

No, when you purchase one license for the Chat Center, it is valid for only one login at a time.

This means that if someone else logs in with your credentials, your session will automatically log out to allow only one active session.

No, there is no setup fee for your Chat Center service.

Yes, you can link your Chat Center to other social networks such as Facebook Messenger, Instagram, or Telegram.

Yes, you can link any number you need to communicate with your users wherever they are.

Just keep in mind that HSM campaigns are only available for Colombian numbers.

We are directly connected to the WhatsApp Business API under the conditions established by Facebook Meta.

Yes, when activating your service, you need to confirm which number you want to link to your service.

If you don't have a mobile line, don't worry—ITBX provides virtual numbers from different countries.

There are two types of conversations:

  • User-Initiated
    The user starts the conversation with a message to your WhatsApp. No prior confirmation is needed since the user decides and agrees to start the conversation.

  • Business-Initiated
    The business starts the conversation by sending an initial message to the user. This type of conversation requires two mandatory conditions:
    - Prior user confirmation or informed consent.
    An approved template or HSM approved by Facebook.

    HSMs, or Highly Structured Message are thetemplates enabled by the WhatsApp API for registered accounts to send outbound messages to their users.

HSMs permitted by WhatsApp may include the following categories:

  • Account updates, important news
  • Appointment updates: confirmations, reminders
  • Issue resolution: answering questions, concerns, or comments
  • Payment updates: messages regarding customer payments
  • Reservation updates: confirmations, reminders, or updates
  • Shipping updates: updates related to orders
  • Product restock reminders
  • Product recommendations based on previous purchases
  • Abandoned cart reminders
  • Relevant offers
  • New product launches

It is important that HSMs have the following characteristics:

  • Expected: The user must have given prior and explicit consent to receive the message via WhatsApp.
  • Relevant: Messages should be personalized for the user. They must contain valuable and important information and provide clear actions for the user.
  • Timely: Users should receive these messages at an appropriate time, such as after interacting with your company.

Read More on WhatsApp Policy and WhatsApp Commerce Policy

  • WhatsApp prohibits organizations and individuals involved in terrorism or organized crime from using WhatsApp Business products.
  • Messages cannot encourage illegal activities, such as exploiting or causing physical, financial, or other types of harm to individuals, businesses, or animals.

Messages must not include offensive content, such as sexually explicit material or nudity, as determined by WhatsApp at its sole discretion.

Read More on WhatsApp Policy and WhatsApp Commerce Policy

The green badge is awarded at the discretion of WhatsApp | Facebook | Meta.

However, certain requirements must be met:

  • Have an Official or Verified WhatsApp Line
  • High traffic on your Chat Center
  • Not be reported as spam in outbound notifications
  • Have at least 500 followers on your Facebook page
  • Use the same logo on your Facebook page as on your website
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