For contact centres: WhatsApp and voice in one console

SwitchPath Communicator

SwitchPath Communicator brings WhatsApp and voice together for larger teams: one agent console, one case history per customer, one queue and one softphone — with predictive outbound dialling as a core capability.

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Best for

Is SwitchPath Communicator right for you?

  • Contact centres running WhatsApp and phone channels side by side
  • Operations that need routing, service levels and reporting across channels
  • Regulated businesses that need consent, recordings and an audit trail
What you get

Features

One console, every channel

  • WhatsApp messaging and calling, inbound phone calls and outbound dialling in one place
  • Every conversation becomes a case in one history per customer
  • Softphone docked in the case view, so the call and the chat sit side by side

Routing and service levels

  • One queue (ACD) across WhatsApp and voice
  • Routing rules, service-level targets and dispositions
  • Rules engine to automate the routine steps

Outbound at scale

  • Predictive, progressive and manual outbound dialling
  • Abandon rate held under a ceiling each campaign sets, with a recorded message on every abandoned call
  • Campaigns, templates and broadcasts with consent records

WhatsApp, done properly

  • Shared agent inbox, approved templates and campaigns
  • WhatsApp Flows for structured forms inside the chat
  • Consent capture and opt-outs honoured automatically
  • Public API to connect your own systems

Supervision and reporting

  • Recording, voicemail, supervision and transfers
  • Reporting across WhatsApp and voice from one reporting store
  • Single sign-on, roles and permissions scoped to teams and campaigns

The other SwitchPath products

Compare all three

SwitchPath Messaging

One shared WhatsApp inbox for your whole team — with templates, broadcasts, consent and a mobile app.

SwitchPath Dialer

Predictive, auto and preview dialling, inbound call flows and WhatsApp — run from the browser, on telephony you control.

See SwitchPath Communicator live

Tell us how your team talks to customers today. We’ll show you SwitchPath live and recommend the right fit — Messaging, Dialer or Communicator.

Book a demo 087 501 0000