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Hi..

 

Can we use the same whatsapp number (for integration) both in FreshChat as well as FreshCaller?

If yes, then :
1. What are the possible limitations ?  for example, challenges with incoming and outgoing calls ?

 

If not, then:
1. Will we keep receiving calls and make calls on the same as we continue one number for both freshchat and freshcaller?
2. How does this change the experience for an agent as well as for customers?  Will they face any problem while calling or chatting on the same number?

Hi there,

Srikanth here from FreshChat support.

Yes, you can able to add same number for both WhatsApp and FreshCaller integration.

The only thing to keep in mind is that:

  • By default, Freschaller numbers have an IVR Welcome Message turned on.
  • The WhatsApp OTP call will not be able to traverse through this Welcome Message.
  • We just need to create a new Call Q with a BLANK Welcome Message.
  • Here is how: [Receiving the WhatsApp OTP Verification Call - for Freshcaller Numbers](https://share.vidyard.com/watch/2PRtr8qbSuFV1MxFitiCtQ?)
  • ANY number can be used. Even a landline number.

The only prerequisites are:

  • Owned by you
  • Has a country and area code, such as landline and cell numbers
  • Able to receive voice calls or SMS [It should be able to receive the automated OTP call from WhatsApp]
  • Not a short code

It is possible to use ANY number as long as it is not an IVR number. The automated OTP voice call from WhatsApp will not be able to traverse through the IVR [If the IVR can be turned off temporarily - then great].

Post integration, if you a user contacts via WhatsApp, it comes as chat and if the user calls you, the agents will receive a call.

I hope this helps.

Thanks

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