Live Chat Integration Website With Direct Messaging

Chatting with customers across multiple messaging platforms can create problems. Agents find it difficult to track individual leads, customers often need to repeat themselves, and it's hard to route chats to the right reps.

Fortunately, our live chat integration website tool, Direct Messaging, solves this issue. It lets you see all your chats in one place, irrespective of the platform your customers use. Your reps can follow conversations across website live chat, Facebook, WhatsApp, and even SMS.

How To Integrate Live Chat With Direct Messaging

Direct Messaging from Click4Assistance lets you integrate virtually any popular instant messenger app, displaying chats on a single, unified dashboard. This way, you can communicate with users on their preferred platform instead of insisting on one or another.

How you integrate instant messaging depends on the platform. To integrate WhatsApp with Direct Messenger, you’ll need a Facebook Business and Twilio account. We can assist you with this process, though you must agree to any terms on behalf of your business.

Integrating Facebook Messenger requires going through a similar process. You’ll need access to your account and the ability to agree to various terms.

Adding SMS is easier. That’s because it isn’t a social media platform. All you need to do is contact Click4Assistance and get us to allocate a phone number for your SMS integration. This process usually takes around 72 hours.

How Direct Messaging Works

Direct Messaging lists all the sessions from your instant messages from a specific customer in the same place. You can see the full communication history on Facebook, Live Chat, WhatsApp, and SMS. You can then use the platform to respond to them on any platform.

Click4Assistance stores messages for 30 days unless we agree to keep them longer. If we delete all messages in a session, we will also delete the session itself.

If sessions require a response, an icon will appear at the top of the list. New messages from WhatsApp or SMS appear alongside users’ phone numbers. You can then add these to your contact details for future marketing campaigns.

Direct Messaging lets you send SMS messages to anyone in your contact database. However, you can only message people who previously contacted you on WhatsApp due to the app’s policy.

When entering users’ phone numbers, always enter their country code. For the UK, this would involve prefixing it with “+44” and skipping the first 0.

What Are The Benefits Of Direct Messaging?

The benefits of Direct Messaging are considerable. The following section lists some advantages you can expect once you start using the service.

Retain Messaging App Features

While Direct Messaging integrates instant messaging services, it also lets you keep the latter’s features. For instance, Facebook users can still send emojis, stickers, and photos embedded in messages, and you can respond in kind.

Route Calls To Specific Agents

You can also route calls to specific agents or departments. Direct Messaging lets managers control workflow and ensure customer service reps operate efficiently.

Deliver Message Templates

You can also send a template instant message for business purposes in Direct Messenger: for example, when users change their accounts or confirm their attendance at an event. This feature helps to make the app more efficient and eliminates the need for reps to type the same responses constantly.

Use Dedicated Numbers

Direct Messaging lets you use a dedicated number to send WhatsApp and SMS responses to customers. (Facebook messenger doesn’t require a phone number). With this, you can use the tool to promote your brand to anyone.

Streamline Your Customer Service Operations

Perhaps the most valuable benefit of Direct Messaging is the ability to streamline your customer service conversations. The tool eliminates silos, showing the current status of your chats, regardless of platform.

Options in Direct Messaging make this feature even more effective. For instance, you can change recipients’ names in your address book for easier identification (just in case they are using a pseudonym). You can also categorise conversations for reporting purposes and add separate notes next to chats to assist colleagues and reps.

Conclusion

Live chat with Direct Messaging integration is effective because it lets you keep all your conversations in one place. One rep can pick up where another left off and see all of a customer’s chat history across multiple platforms.

Direct Messaging currently integrates with live chat, Facebook, WhatsApp, and SMS with more planned for the future. Hence, live chat can now work with social media platforms and standard website chat.