[ Wati Reviews ](https://www.g2.com/products/wati/reviews) [ Wati Reviews ](https://www.g2.com/products/wati/reviews) # Wati Features ##### ## Process (3) Mentions Scours various channels for brand mentions to proactively seek reparative communications. Tickets Creates and assigns support tickets, scheduling them in a timely manner. Macros Allows administrators to create templated responses to frequently asked questions. Show More ##### ## Channels (4) Social Connects employees with customers through a social media solution. Live Chat Ability to connect agents with customers through email. Phone Connects employees with customers through a calling solution. Text Ability to connect agents with customers through text message solution. Show More ##### ## Insight (1) Surveys Provides opportunity for customers to give feedback through a survey. Show More ##### ## Lead Facilitation (4) Customer-facing Chatbot Offers a chatbot to initiate and carryout inital conversations with prospects and leads. Lead Qualification Automatically calculates which leads are the most likely to become a customer. Lead Follow-up Automatically contacts all leads. Meeting Scheduling Utilizes natural language processing to set up meetings. Show More ##### ## Organization (15) Opportunity and Pipeline Management Manages sales opportunities through their full lifecycle from lead to order, tracking stages, values, and close probabilities across pipelines by individual rep, team, region, and company-wide Data Entry Automates the entry of collected data. Integrations / APIs Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. Third-Party Integrations Set up connections to third-party platforms to improve business processes Meeting Management Manage the process of planning and scheduling meetings, including agenda creation Calendar Management Track and manage schedules and meetings via an integrated calendar Call Management Document Management Store, manage, and track all electronic documents in a centralized location Contact Management Manage, organize, and store contact information Task Management Create, manage and track all task activities and progression Lead Management Store information about leads or contacts and track, manage and nurture them throughout the sales process Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Notes Management Allow users to create, edit, and sort multiple notes Sales Activity Management Define, track, and/or automate sales activities and sales processes Email Management Manage, store and organize emails within the system or via third-party apps Show More ##### ## Performance Analysis (4) Coaching Provides real-time coaching to sales representatives. Peformance Tracking Tracks and analyzes sales representative performance. Email Tracking Track delivered, received, and opened emails Call Tracking Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Show More ##### ## Sales Analysis (2) ROI Forecasting Measure return on investment and leverage data to predict profitability of future projects. Sales Forecasting Enables projection of sales revenue, based on historical sales data, analysis of market surveys and trends, and salespersons' estimates. Show More ##### ## Design (9) Communications Strategy Development Allows planning and deployment of an overall communications strategy. Create Content Includes or integrates with content creation apps. Personalization Outbound communications are segmented and personalized. Inbound Identification Inbound contacts are identified and handled based on history. Regulatory Compliance Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. Batch Communications Send messages, notifications, or documents to an entire customer base at the same time Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. On-Demand Communications Generate personalized communications upon request to meet customer needs Interactive Content Allow the audience to interact or engage with the content Show More ##### ## Functionality (6) Ease Of Integration Empowers developers to intuitively integrate cloud communications functionality for their applications. API Call Speed Grants high speed API calls for fast communications. Unified Communications Consolidate and integrate communication tools as one platform or entity to enhance business communication and collaboration Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Computer Telephony Integration Computer-telephony integration is the use of computers to manage telephone calls Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Show More ##### ## Support (3) Documentation Provides clear, effective documentation for API integrations. Community Support Provides public user forums for support questions and help. Professional Support Connects users with professional support teams to troubleshoot and finetune integrations. Show More ##### ## Responses (5) Customization Customize your chat workflows with rules and automations. Control Control who the chatbot converses with (and when). Route To Human Has the ability to connect interlocator with a human agent when the need arises. Menu bars Can provide interlocators with menus, through which they can choose a relevant response. Drip sequences Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. Show More ##### ## Platform (8) Live chat Provide tools for live chat on one's website. Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. Branding Has the ability to customize look and feel of chatbot to match` company branding. Analytics Gives user the ability to analyze conversations with the chatbot and see its performance. Role-based access Allows for varying access to chatbot and admin settings, depending on user, their role, etc. Collection of information Can collect and store information from interlocators, such as email, phone number, etc. Augmented Analytics Analyze data and automatically generate insights using AI/ML technologies Proactive Chat Copy on the page or chat window encouraging the user to engage with the chat option Show More ##### ## Conversational Platform (4) Personalization Identifies the customer and personalizes interaction at every touchpoint. Omnichannel Allows multiple related channels to interact at once to reduce transfers. Contextual Engagement Prompts agents to engage customers based on contextual data, such as product usage or conversation history. Proactive Engagement Provides features for sending outbound messages to engage customers through proactive support. Show More ##### ## Support Automation (4) Intelligent Routing Can route contacts to agents the customer has worked with before. Seamless Escalation Provides features for escalating conversations to the appropriate agent. Transcripts Maintains a transcript of conversations from all channels. Self-Serve Support Enables customers to resolve queries or issues without the assistance of an agent. Show More ##### ## Messaging Channels (3) SMS Messaging Ability to send reminders via SMS messaging to a mobile device Voice Messaging Ability to send reminders via voice messaging Two way messaging Ability to support a two way messaging/conversation between customer and customer support agent Show More ##### ## Administration (4) Scheduling Ability to schedule push notifications at a specific date and time, or set an expiration for time-bound messages Triggered Notifications Provides the ability to automate notifications based on user behavior Segmentation Ability to segment audiences based on device type, location, demographics, customer behavior, etc. Integrations Ability to integrate with other software that stores customer data to generate reminders (i.e. CRM software) Show More ##### ## Generative AI (8) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. Generative AI Use AI to generate content in the form of text, images, videos, etc. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. Generative AI Use AI to generate content in the form of text, images, videos, etc. Show More ##### ## WhatsApp Messaging - WhatsApp Marketing (6) Transactional Messages Allows users to establish automated workflows and triggers to deliver transactional WhatsApp messages and notifications Bulk WhatsApp Messaging Enables users to send mass WhatsApp marketing campaigns Conversational Messaging Facilitates two-way WhatsApp messaging to encourage subscriber engagement and loyalty Personalization Offers features for personalizing WhatsApp messages based on customer information or past behavior Promotional Messages Allow users to share promotions with subscribers via WhatsApp Automated Replies Provides automated WhatsApp message replies to recipients Show More ##### ## WhatsApp Business Platform - WhatsApp Marketing (4) Segmentation Deliver tailored promotions to specific audience segments API Integration Facilitates the integration of WhatsApp messaging into existing business applications through WhatsApp Business API WhatsApp Commerce Allow customers to browse, discover, research, purchase, and complete payment in real-time Analytics Provides analytics on opt-ins, open and delivery rates, and click-throughs Show More ##### ## Customization - AI Agent Builders (6) Natural Language Configuration Supports configuration using natural language instructions. Tone Customization Allows users to customize the tone of agent. Security Guardrails Enables definition of clear security guardrails for agent actions. API Security Protect APIs from threats using authentication, access control and encryption Data Security Protect sensitive data for digital privacy Authentication Verify the identity of users/devices to enable secure access Show More ##### ## Functionality - AI Agent Builders (6) Omni-channel Support Provides support across web, mobile, messaging apps, and other channels. Agent Branding Allows customization of agent branding, including visual appearance and conversational style. Proactive Response Capabilities Equips agents with proactive response capabilities based on predefined triggers. Seamless Human Escalation Facilitates seamless escalation to human employees for complex issues. Multimedia Support Supports various file formats Multi-Modal Input Support Processing different types of input like text, voice, images etc. Show More ##### ## Data and Analytics - AI Agent Builders (3) Analytics & Reporting Provides analytics and reporting on agent performance and interactions. Contextual Awareness Offers agents the ability to maintain contextual awareness across interactions. Data Privacy Compliance Ensures compliance with data privacy and governance requirements. Show More ##### ## Integration - AI Agent Builders (5) Workflow Automation Automates workflows and actions based on agent responses. API Usage Allows the use of APIs for advanced agent configuration. Platform Interoperability Enables interoperability with multiple platforms for unified experiences. CRM Data Integration Allows integration with CRM data to ground agent responses in business context. Third-Party Integrations Set up connections to third-party platforms to improve business processes Show More ##### ## Agentic AI - AI Sales Assistant (8) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Show More ##### ## Additional Functionality (134) Email Response Control Speech Recognition Train your system to interpret and transcribe voice messages Customer Engagement Initiate interactions with customers by proactively starting conversations or providing informational content Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics Chat/Messaging Communicate using direct chat or messages within the system AI Writing Assistant Generates and edits text using machine learning For Sales Teams/Organizations Caters to sales teams Sales Automation Automate processes to manage leads, contacts, opportunities and sales activities Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Predictive Analytics Predict future data based on historical data sets Lead Scoring Score a lead based on quality or likelihood to buy/convert based on predetermined criteria Templates Sample files or documents that could be customized as needed or used as is Reminders Timed notification for any upcoming task, deadline, appointment, or activity Email Templates Pre-made examples and templates for emails SMS Messaging Send messages via SMS Personalization Adjust communications based on previous interactions or personal preferences Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Conversation Intelligence Recording, transcription, and analysis of sales calls for the purpose of training and generating insights Lead Engagement Communicate with potential customers by distributing promotional/informational materials via social media, email or other channels Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Omnichannel Outreach Using different methods or channels to connect with customers Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Automated Responses Automatic reply functionality for incoming messages Chat/Messaging Communicate using direct chat or messages within the system Generative AI Use AI to generate content in the form of text, images, videos, etc. Call Recording Record the audio of phone conversations for quality assurance purposes Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Communication Management Manage and track all internal and external communication conducted via calls, email, text, or chat Real-Time Reporting Active reporting of data and metrics SMS Messaging Send messages via SMS Interaction Tracking Track interaction history by documenting conversations for contacts Audio/Video Conferencing Audio/Video Conferencing Call Monitoring Listen to live phone conversations for the purpose of training and assessing agent performance Customizable Branding Add customized logos and colors to align with company branding Call Routing Sends voice calls to a specific queue based on predetermined criteria Contact Management Manage, organize, and store contact information Voice Mail Computer-based system that allows users to send and receive voice messages Multi-Language Manage and support multiple languages Two-Way Audio & Video Presenter can see and hear participants and vice versa Real-Time Updates Receive system updates as soon as any changes are made Chat Transcript Reporting/Analytics View and track pertinent metrics to find patterns and gain insights from data Live Chat Ability to chat online in real time Caller ID Identify the number and contact information of a caller before answering the phone IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Real-Time Monitoring Active monitoring of systems, applications, or networks SMS Marketing Send promotional campaigns or transactional messages via text messages File Sharing Public or private sharing of digital files such as documents, audio/video, images, and more Fax Management API Application programming interface that allows for integration with other systems/databases AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Chatbot AI-based platform which conducts a conversation via auditory or textual methods Mobile Access Access software remotely via mobile devices Version Control Track revisions and updates made to files and navigate between different versions Scalability Manage a growing amount of work to meet increased demand without compromising performance Personalization Adjust communications based on previous interactions or personal preferences Data Extraction Automatically retrieve and pull information from documents, websites, images, data sets, and other sources Webhooks Event-driven HTTP callback that automatically sends real-time data between applications API Application programming interface that allows for integration with other systems/databases Natural Language Processing Process and analyze human language in text or audio form Fallback Handling Automatically switching to secondary AI model(s) during failure or hallucinations Drag & Drop Assemble applications and processes by dragging over and arranging pre-built components Multiple LLM Models Ability to interact with various large language models, such as GPT-4, Claude 3, Gemini, Llama 3, and more Built-in AI Assistant Chatbot or AI assistant that answers queries and provides recommendations within an application Automated Testing Execution of software tests by leveraging automation tools Data Governance Collection of processes, policies, and standards to manage the storage & usability of enterprise data Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Pre-built Templates Pre-defined templates within a library for common cases such as contracts, websites, emails, and more Agent Design Tools Designing how agent will communicate, take decisions and behave in different scenarios via flowcharts, scripts, or visual editors Deep Learning Artificial neural networks using multiple layers of processing are used to extract progressively higher level features from data. Model Training Process of testing an ML algorithm by feeding it training data to learn from Analytics Tools for the systematic analysis of various types of data or statistics Single Sign On Allow users to access multiple services after entering their login credentials once Debugging Detect and remove errors Deployment Management Manage the processes involved when making the application ready for use Proactive Error Detection Managing and resolving errors that occur during program execution to maintain stability Customer Surveys Tool to send questionnaires to customers to gauge feedback Lead Qualification Score a lead on their quality or likelihood to buy based on certain behaviors Transcripts/Chat History View messages sent by both parties during the chat conversation Language Detection Identify different languages Pre-Configured Bot Existing bot models for AI-based tools commonly used for auditory and textual conversation methods Lead Capture Automatically identify and save contact information of potential customers Code-free Development Assemble applications and bots from pre-made building blocks without having to write software code or knowing a programming language Natural Language Processing Process and analyze human language in text or audio form Multi-Language Manage and support multiple languages For Sales/Marketing Used as a promotional or demonstration tool in sales and marketing presentations Contextual Guidance Interprets what a user is doing based on context and helps guide them through the process. Automated Responses Automatic reply functionality for incoming messages Customer Support Provide online support for your customers through live chat or help desk functionality Chatbot AI-based platform which conducts a conversation via auditory or textual methods Intent Recognition Helps understand a user's intentions/actions Sentiment Analysis Categorize emotions expressed in written text or images and identify if they are positive, negative or neutral Customer Experience Management Track and understand a customer's overall satisfaction with a product or service to identify areas of improvement. Query Suggestions See options for potential search queries within the system Transfers/Routing Transfer queries and organize messages between agents AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Canned Responses Shortcuts for inputting frequently used messages AI/Machine Learning Software program that continuously adjusts its behavior based on observed data Multi-Channel Communication Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Workflow Automation Streamlining repetitive tasks and activities through automated and predefined workflows Chat/Messaging Communicate using direct chat or messages within the system Customer Database A collection of customer information such as contact details, demographics, previous interactions, etc. Customizable Branding Add customized logos and colors to align with company branding Call Recording Record the audio of phone conversations for quality assurance purposes Autoresponders Create and automatically send premade copy in response to customer messages IVR Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Email Management Manage, store and organize emails within the system or via third-party apps Template Management Create, save, and re-purpose templates for emails, forms, etc. SMS Messaging Send messages via SMS Surveys & Feedback Gauge satisfaction and receive information for improvement and success Content Management Handles digital content throughout its lifecycle, from creation and storage to distribution and archiving Knowledge Base Management Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Compliance Management Track and manage adherence to policies for any service, product, process, or supplier Multi-Language Manage and support multiple languages Interaction Tracking Track interaction history by documenting conversations for contacts Third-Party Integrations Set up connections to third-party platforms to improve business processes Social Media Integration Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Workflow Management Create, design and manage workflows for repetitive tasks Customer History Access previous interactions or concerns to maintain customer relationships Activity Dashboard Dashboard to view the status of ongoing processes, identify current incidents and track past activities AI Copilot A virtual assistant that uses AI to pursue goals and complete tasks on behalf of users Video Support Supports various video file formats CRM Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Inbox Management Organize, prioritize, and manage incoming communications API Application programming interface that allows for integration with other systems/databases Alerts/Notifications Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Feedback Management Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service Reporting & Statistics Collection, analysis, and representation of numerical data and generation of reports to understand various patterns Collaboration Tools Provides a channel for team members to share media files, communicate, and work together Activity Tracking Track and document all activities across devices, networks, and other systems Show More ## 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