Routing customer to WhatsApp chat from queue

Can we propose following scenario to customer?

  1. Offering callers WhatsApp chat option instead of waiting in queue.
  2. If caller select it then sending message to its WhatsApp number so that caller can chat with an agent.
    @ehtasham.malik can you please comment if it can be implemented using HC?

Yes that’s easy. callers in queue are controlled by IP-IVR or CVP, and if they would select an option to be contacted via Whatsapp, a Whatsapp Message could be sent/ chat session initiated using Note that this would require a payable Template message as this is from Whatsapp’s perspective an unsolicited message. so this approach might become very costly because of the Template messages consumed.