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Channel – Whatsapp - Proactive Messages in Asynchronous Communication

"While assisting my client in the chat, a parallel process is executed to update and subsequently restart their modem. At each step of this process, the client is automatically informed about the progress of this task."

Status: Active

Complexity: Advanced

Category: Customer Service

Use Case Description

  • Usability: To address the need to inform a client connected to WhatsApp about the status of a remote automatic process that is running in parallel to their current conversation, for example, the restart of a modem device.

  • Expected Outcome: The client connected to WhatsApp receives messages about the status of the automatic process.

Method of Resolution for the Use Case

  • Solution Description: The need to keep the client informed about automatic processes that are running parallel to their conversation with the executive is presented, which involves using Outbound messages from Lynn.

  • Solution Diagram:

  • LYNN Components involved:

    • Lynn Proactive Module

    • Messaging API

    • WhatsApp Channel

    • Channel Sandbox.

  • External Components involved: Integration with the client's Bot.

  • Costs for Required Licenses: Not applicable

  • Number of HH to be disbursed: 22 HH

Additional Documentation: