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Azure Communication Services Integration with WhatsApp: A Success Story at Newtech

By Diego Ceraso - Research and Development Manager

In today's world, effective and efficient communication is key to the success of any company. At Newtech Group, we have adopted Azure Communication Services (ACS) to enhance our interactions with customers and optimize our internal processes. In this article, I will share how ACS integrates with WhatsApp and how we implemented this technology in a real use case.

What is Azure Communication Services?

Azure Communication Services is a platform that provides multichannel APIs to add voice, video, chat, text messaging/SMS, email, and more to your applications. This platform supports multiple communication formats and allows integration with Microsoft Teams, making it ideal for customer support scenarios, remote healthcare, and more.

Integration with WhatsApp

The integration of ACS with WhatsApp enables sending and receiving messages through WhatsApp's advanced messaging API. This includes the ability to initiate conversations with templates, respond to user inquiries, and trigger automations using notifications in Azure Event Grid. Additionally, you can receive delivery reports for sent, delivered, and read messages, among other functionalities.

Use Case at Newtech Group

At Newtech Group, we have implemented ACS integrated with WhatsApp to improve our merchandise delivery process. Our delivery staff now send signed delivery receipts from customers via WhatsApp. Using ACS and artificial intelligence, we extract the receipt information and immediately notify the operations team about the completed delivery. This automated and efficient process has significantly improved our internal operations.

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