FAQs

do i need to have a whatsapp business account to use customer connect? yes brands are required to have a functional whatsapp business account to use customer connect if you do not have one, our team will help you create one can i use other engagement channels like twitter and instagram with customer connect? yes we have a headless system where any engagement channel can connect to customer connect all you have to do is call our apis to establish a session and send messages for more details, please refer to the api documentation https //service vizury com/apidoc how secure is customer connect? we leverage https //auth0 com/ authentication of our users to prevent unauthorized access to our application all messages sent between the customer and agent are encrypted in transit over https we also use https //aws amazon com/connect/ as our internal routing mechanism to connect the customer to the agent aws connect being an amazon service, follows high standards of customer compliance and data security upon request, data/chat transcripts can be encrypted at rest where are my chat transcripts stored? can i access them? chat transcripts are stored in https //aws amazon com/s3/ , a simple and highly secure storage service provided by amazon these transcripts can be accessed through apis or downloaded upon request i have my own chat widget in the application can i still connect to customer connect? yes customer connect has a https //service vizury com/apidoc that must be called in order to use the service if you have a chat widget in place, you need to modify your code to call our apis i would like to filter out my customers and route them to specific agents can i do that on customer connect? yes customer connect provides customizable contact flows that can be configured based on the brand’s use case for example, to filter out priority 1 customers to the store manager instead of an agent, we can customize the flow accordingly can an agent transfer a customer to another agent? yes the agent can transfer a customer to another agent from the agent panel do you use kaleyra to send messages over whatsapp? yes we use https //www kaleyra com/ to send messages over whatsapp to/from the customer we leverage https //aws amazon com/connect/ to send messages from/to whatsapp to/from the agent panel on customer connect what is the cost of using kaleyra and aws connect? as per https //scontent fblr24 1 fna fbcdn net/v/t39 8562 6/271752492 358364582289212 6498511227670509489 n pdf? nc cat=110\&ccb=1 7& nc sid=ae5e01& nc ohc=62gwd38ugdsax9jg o0& nc ht=scontent fblr24 1 fna\&oh=00 at8tyxs40hfsx6fb1j ep1sfzc40haacuppe4zip lrbgw\&oe=629a8b7e (for india), the cost per session in a 24 hour window for business initiated conversation 0 4843 inr user initiated conversation 0 2906 inr as per https //aws amazon com/connect/pricing/ (global), the cost per message is 0 31 inr ($0 004 usd) the total cost per session = cost per session (kaleyra) + (number of messages cost per message (aws connect)) example if a user initiates a conversation with a brand in india, and 15 messages are sent between the user and the agent, the total cost per session would be 0 2906 + (15 0 31) = 4 9406 inr