Channels & Messaging


Connect with your customers on WhatsApp without leaving Front

Front’s WhatsApp integration lets customer service teams seamlessly handle WhatsApp Business messages alongside email, live chat, and other customer communication, so they can provide exceptional service to their customers.

WhatsApp is one of the most popular channels globally with over 2 billion users in 180 countries, making it a critical communication channel for many customer service teams. Customers want to connect with businesses in the same way they chat with their friends and family — with fast, simple, and convenient messaging. However, providing a personalized response quickly on yet another channel is difficult when you need to switch between messaging platforms, internal tools for customer context, and internal messages with teammates to craft the right message.

With Front’s integration, you can send and receive messages for your WhatsApp Business account within Front, right alongside your other messages from email, live chat, social media, or any of your other channels. It’s easy to connect with customers at any time by sending WhatsApp message templates from Front’s composer.

Experience a more efficient way to work when you bring WhatsApp into Front:

  • Easy access to WhatsApp conversation history and customer context without leaving Front helps reduce context switching when using the WhatsApp integration and one of Front’s CRM integrations.
  • Automate WhatsApp message actions including tagging, routing to a specific team’s inbox, or assigning it to the account manager.
  • Gain insight into your WhatsApp communication with analytics to help you track and measure response time, customer satisfaction scores, SLA breaches, and trends or topics of inbound messages.
  • Simplify vendor and channel management by handling WhatsApp usage and billing directly within Front.

    Click here for a video overview
Screenshot of WhatsAppScreenshot of WhatsApp