December 30 2025, Platform Outbound Calling , Inbox Integrated Calling, SMB Account Management Optimization

Platform Outbound Calling YCloud Platform now fully supports the outbound Calling function. Outbound calls need to first request customer authorization through template messages. You can use the Campaign feature on the YCloud platform to send outbound call requests in bulk, and after the sending is completed, you can view the authorization status of customers on the statistics page. After customer authorization, calls can be directly initiated to users on the "Calling" page or in the "Inbox" of the YCloud platform. For details, please refer to the help document: Click here. Inbox Meets Calling, Seamless Switching, Efficiency Soars Ask customer to call in When customers provide feedback on product malfunctions, operational difficulties, or urgent complaints through Inbox, they may be relatively anxious, and written communication can easily lead to misunderstandings: Emotion Recognition: Customer service staff identify the customer's emotions from the text and determine the urgency of the issue. Quick Engagement: Immediately send an invitation to the customer via the invite customer to call in feature, and convey care and attention through voice. Guided Resolution: Resolve issues in real-time through step-by-step voice guidance (e.g., "Please look at the bottom left corner of the device now..."). Recording and Follow-up: After the call, synchronously send a summary of the operation steps or a graphic of the solution in the Inbox for the customer's easy retention. The key points of the call can also be recorded in the customer's remarks. Business Value: Resolve potentially escalating customer complaints at the front line, enhance customer satisfaction and loyalty with the "warmth of voice," and turn problems into opportunities to build trust. Initiate Outbound Call When customers conduct text consultations through Inbox regarding high-value products, complex solutions, or customized services, the efficiency of text communication may not meet the requirements: Timing Judgment: In the Inbox conversation, the staff quickly determined that the customer's issue was highly complex and had a long decision-making chain. Authorization Preheating: Send a Calling Request template message to them via Inbox, politely requesting a voice communication. Proactive Call: After obtaining authorization, initiate an outbound call directly from the customer's conversation interface to conduct in-depth communication based on their specific needs. Instant Conversion: After generating interest during a call, immediately send a contract, payment link, or appointment form in Inbox to prompt the customer to complete the action on the spot. Business Value: Compress text communication that may last for hours or days into a single, efficient 10-minute call, significantly shortening the sales cycle and increasing customer conversion rates. For details, please refer to the help documentation: Click here. Optimization of SMB Account Management After the WhatsApp Business app completes the coexistence onboarding and is bound to the platform, customer service messages communicated with customers via the mobile app are also included in the scope of conversation management! Clearly distinguish and be clearly visible at a glance Messages replied using the WhatsApp Business app will have a special avatar identifier, and conversations can be independently initiated or received within the Inbox conversation window, clearly distinguishing them from other messages in the platform such as API messages and messages replied by customer service agents. Support collaboration with Chatbot In the past, messages sent from the WhatsApp Business app could not interrupt the Chatbot's responses, leading to easy confusion in message replies. After the update, it can smoothly support sending messages from the WhatsApp Business app, inserting conversations, and smoothly transferring during Chatbot reception, achieving seamless human-machine collaboration. Record and Leave Traces In both the conversation records and analysis pages of Inbox, conversations handled by the WhatsApp Business app have been included in management. Employee supervisors can view all conversation records involving mobile devices on these pages, facilitating inspections and evaluations. Agent association, seamless linkage On the User and Team Management interface, you can associate your agents with the WhatsApp Business app numbers they are responsible for. After the association is completed, messages received and sent by the corresponding numbers will be visible to the agent in the Inbox. This feature is primarily designed for business scenarios where both the WhatsApp Business app and Inbox Web are used, enabling agents to participate seamlessly in conversations with the same user.