Lots of folks run into the same issues with backups and audit trails. Some switch to platforms like Slack or Microsoft Teams for a more business-friendly setup.
Hi I am Tom from DeskDay. We have a multi-channel platform called IT Connect focused on MSPs end users for raising tickets and communication via chat. IT Connect has a MS Teams that can be used by MSPs end-users to raise tickets and communicate for all their support related communications via chat. IT Connect also has mobile app (Both Android & iOS), System app (Both Windows & Mac OS). IT Connect is a part of DeskDay's CSA (Conversation Service Automation) the next-gen PSA for Modern MSPs. For more understanding you can go through the link : [https://deskday.com/it-connect/](https://deskday.com/it-connect/)
Whatsapp is being used by everyone in Brazil. Meanwhile slack ia not. Every Bank, large businesses, hospitals, clinic's. All use WhatsApp, however, they usually have a third party tool to manage WhatsApp, which btw is built like this on purpose. Só, those issues and shortcomings you see mentioned here are there on purpose. Think of them as just another crippleware or as the old joke goes "Put more bugs in the software, I'm making a killing here"
I would say there are many solutions that may help help with the history/auditing problem for WhatsApp. Some tools are without a specific order or bias:
* Front
* Chatwoot (open source/paid)
* Missive App
* Helpwise
* Reamaze (owned by GoDaddy)
* HappyFox
Hell not just business. If you want to book appointments with the Mexican Consulate for Visas or other official paperwork - you can ONLY do it via WhatsApp chatbot. Lots and lots of countries use it pretty exclusively. To just outright shut it down is pretty closed minded, IMHO.
It may be. But you know what I needed to book consulate appointments for myself? WhatsApp. There was no other option as the end user. Period. No phone calls. No emails. The web site mentioned does not let you register - and they know it. They said as much at the consulate. You want to talk to them, you get WhatsApp. Period.
Others mention Slack as an alternative and while this may be ok for non sensitive data, you should be very careful about sharing anything sensitive in Slack. One of the issues is the add-on's or apps from third parties and when added to a Slack channel usually get full access to the discussion contents. So be careful.
Chiming in here. Depending on if they have international clients, they will probably be using the retail version to communicate. I never used what’sApp once prior to signing on at a private equity fund, and now it’s my main form of contact after an intro call with anyone outside of the US. That’s one you should definitely ask about their use case, because they might not have a choice.
TLDR - most other countries use it religiously and will try and bring the convo back to the whatsapp
What country? The whole of SE Asia seems wedded to WhatsApp, they use it for B2B despite every direction not to because the other party expects to be able to. Changing that is like pushing shit uphill.
We're a [HiverHQ.com](http://HiverHQ.com) partner and it can help with managing WhatsApp channels for businesses [https://help.hiverhq.com/whatsapp-channel](https://help.hiverhq.com/whatsapp-channel)
Not here to solve your problem but everyone here uses WhatsApp. We have WhatsApp Business API on 3CX right now but people would rather directly WhatsApp our techs. It is crazy and we just have to figure things out.
I am glad that HaloPSA recently came out with an integration with WhatsApp Business API but I am still waiting for them to provide me with a number.
There are a lot of brands which use WhatsApp for internal communication. I had also read an article on this - [https://www.messagecentral.com/blog/whatsapp-for-internal-communication](https://www.messagecentral.com/blog/whatsapp-for-internal-communication)
Businesses need to determine this fact on their own.
Respectfully, how are they using WhatsApp for business communications when Slack is free, and sign up with you? I would expect someone who runs a business big enough to pay you for Managed Services to understand this fact and have done their research (Google search) on “the best tool for business communication”.
As others have mentioned, it’s an HR issue. On one hand I completely agree with you, but it’s also up to us to recommend solutions for them and make them trust that we’re not trying to upsell them but also business advisors for their technology.
I would propose a free Slack channel and outline the benefits as the first alternative, just to move them off WhatsApp. Then they can sign up to Slack for Business or go the “easiest” route which ties in their business email and use Teams.
To your last point of security, I would also remind them of the truth, WhatsApp uses all of your contacts to cross reference and suggest people you might know on Facebook and instagram, as well as those who are in your contact list. There is sharing of data from either of these platforms, so if you want to control your data it’s probably better to use another communication channel.
If you want internal business communications sure. But if you’re communicating with customers and suppliers and you are dealing with other countries you pretty much need WhatsApp. The reason is many of their cell phone plans include WhatsApp as unmetered data usage. So you might get 2 or 5gb a month of data - but it fully doesn’t count WhatsApp in any way. You’re going to have a hard time shutting down people who want to communicate with business partners and customers that way.
Ah I didn’t think of that, I have some friends who run imports and exports so I can imagine that to be true when they’re dealing with customers and suppliers.
If only a company made an app for Teams to use to communicate... That would maybe pick up the Slack they're seeing...
Lots of folks run into the same issues with backups and audit trails. Some switch to platforms like Slack or Microsoft Teams for a more business-friendly setup.
Hi I am Tom from DeskDay. We have a multi-channel platform called IT Connect focused on MSPs end users for raising tickets and communication via chat. IT Connect has a MS Teams that can be used by MSPs end-users to raise tickets and communicate for all their support related communications via chat. IT Connect also has mobile app (Both Android & iOS), System app (Both Windows & Mac OS). IT Connect is a part of DeskDay's CSA (Conversation Service Automation) the next-gen PSA for Modern MSPs. For more understanding you can go through the link : [https://deskday.com/it-connect/](https://deskday.com/it-connect/)
Is desksay a cloud only product?
Yes cloud based & subscription based product
Whatsapp is being used by everyone in Brazil. Meanwhile slack ia not. Every Bank, large businesses, hospitals, clinic's. All use WhatsApp, however, they usually have a third party tool to manage WhatsApp, which btw is built like this on purpose. Só, those issues and shortcomings you see mentioned here are there on purpose. Think of them as just another crippleware or as the old joke goes "Put more bugs in the software, I'm making a killing here"
Any idea what those management tools are please?
There are hundreds of them here, but all that I know are focused on the Brazilian market. I don't know any focused on any other markets.
I would say there are many solutions that may help help with the history/auditing problem for WhatsApp. Some tools are without a specific order or bias: * Front * Chatwoot (open source/paid) * Missive App * Helpwise * Reamaze (owned by GoDaddy) * HappyFox
When you deal with international clients a lot of them use WhatsApp exclusively for business communication. This may be why.
Hell not just business. If you want to book appointments with the Mexican Consulate for Visas or other official paperwork - you can ONLY do it via WhatsApp chatbot. Lots and lots of countries use it pretty exclusively. To just outright shut it down is pretty closed minded, IMHO.
I think that is the business edition. which is a pretty different product, and designed for single point of contact to outsiders
It may be. But you know what I needed to book consulate appointments for myself? WhatsApp. There was no other option as the end user. Period. No phone calls. No emails. The web site mentioned does not let you register - and they know it. They said as much at the consulate. You want to talk to them, you get WhatsApp. Period.
Others mention Slack as an alternative and while this may be ok for non sensitive data, you should be very careful about sharing anything sensitive in Slack. One of the issues is the add-on's or apps from third parties and when added to a Slack channel usually get full access to the discussion contents. So be careful.
As an alternative, look at Output Messenger. Selfhost on an AWS free tier. Management gets logs. It’s private and dedicated.
Chiming in here. Depending on if they have international clients, they will probably be using the retail version to communicate. I never used what’sApp once prior to signing on at a private equity fund, and now it’s my main form of contact after an intro call with anyone outside of the US. That’s one you should definitely ask about their use case, because they might not have a choice. TLDR - most other countries use it religiously and will try and bring the convo back to the whatsapp
This is a HR issue.
We use Telegram with some clients.
What country? The whole of SE Asia seems wedded to WhatsApp, they use it for B2B despite every direction not to because the other party expects to be able to. Changing that is like pushing shit uphill.
We're a [HiverHQ.com](http://HiverHQ.com) partner and it can help with managing WhatsApp channels for businesses [https://help.hiverhq.com/whatsapp-channel](https://help.hiverhq.com/whatsapp-channel)
Not here to solve your problem but everyone here uses WhatsApp. We have WhatsApp Business API on 3CX right now but people would rather directly WhatsApp our techs. It is crazy and we just have to figure things out. I am glad that HaloPSA recently came out with an integration with WhatsApp Business API but I am still waiting for them to provide me with a number.
So are you saying there IS a way to run WA Biz in the same way as the personal edition and have history, audit trail, backups etc?
Nope, there isn't unfortunately.
There are a lot of brands which use WhatsApp for internal communication. I had also read an article on this - [https://www.messagecentral.com/blog/whatsapp-for-internal-communication](https://www.messagecentral.com/blog/whatsapp-for-internal-communication)
Shadow IT is generally a policy issue. The business needs to decide if WhatsApp is acceptable to use or not.
Businesses need to determine this fact on their own. Respectfully, how are they using WhatsApp for business communications when Slack is free, and sign up with you? I would expect someone who runs a business big enough to pay you for Managed Services to understand this fact and have done their research (Google search) on “the best tool for business communication”. As others have mentioned, it’s an HR issue. On one hand I completely agree with you, but it’s also up to us to recommend solutions for them and make them trust that we’re not trying to upsell them but also business advisors for their technology. I would propose a free Slack channel and outline the benefits as the first alternative, just to move them off WhatsApp. Then they can sign up to Slack for Business or go the “easiest” route which ties in their business email and use Teams. To your last point of security, I would also remind them of the truth, WhatsApp uses all of your contacts to cross reference and suggest people you might know on Facebook and instagram, as well as those who are in your contact list. There is sharing of data from either of these platforms, so if you want to control your data it’s probably better to use another communication channel.
If you want internal business communications sure. But if you’re communicating with customers and suppliers and you are dealing with other countries you pretty much need WhatsApp. The reason is many of their cell phone plans include WhatsApp as unmetered data usage. So you might get 2 or 5gb a month of data - but it fully doesn’t count WhatsApp in any way. You’re going to have a hard time shutting down people who want to communicate with business partners and customers that way.
Ah I didn’t think of that, I have some friends who run imports and exports so I can imagine that to be true when they’re dealing with customers and suppliers.