In today’s customer service landscape, digital channels are no longer optional — they are essential. At Issabel, we understand this need, which is why our Contact Center platform includes robust, integrated support for multiple messaging apps.
Here’s a closer look at how digital interactions are managed within Issabel Contact Center.
Agents work from a central console where WebPhone Pro is available for traditional voice calls — including manual dialing — and for managing digital conversations. Supported digital channels include:
Messages from all these channels arrive in a shared queue, ensuring they are efficiently distributed among agents in a workgroup.
Upon receiving a new message, the system can trigger a bot interaction. For example, bots can:
Conversations can also be reassigned manually to other agents or groups, allowing flexible, real-time management of customer service workflows.
Agents can:
Supervisors can monitor ongoing chats in real time and even send whisper messages — private notes visible only to the agent — to guide them without disrupting the customer interaction.
Once a session ends, it can be categorized and closed for tracking and analytics purposes.
Supervisors and administrators have access to detailed reporting, including:
For example, metrics may show that WhatsApp leads in volume (especially in Latin America), with measurable improvements in response time over specific periods.
Issabel Contact Center also supports broadcast messaging for WhatsApp and SMS, allowing you to:
Taking automation a step further, Issabel supports AI chatbot integration with:
By configuring a simple prompt and linking an API key, you can deploy conversational bots powered by the latest large language models (LLMs) to your digital channels.
These bots can:
Issabel Contact Center brings true omnichannel engagement to your fingertips — combining voice, messaging, automation, and analytics in a seamless platform. Whether your customers reach out via WhatsApp, Telegram, WebChat, or SMS, your team will be ready.
Want to learn more or see it in action?
“I am honored to recognize Issabel, LLC with a 2023 Product of the Year Award for its commitment to excellence and innovation,” said Rich Tehrani, CEO, TMC.
Issabel® is developed and managed by Issabel® LLC. company formed by a group of professionals from different countries.
Our team is a leader in open source innovation with implementations and success stories in different continents. Our experience in developing these technologies has allowed us to develop, maintain and improve unified communications platforms.
