WhatsApp Business API Added to Freshworks Omniroute™, its patent-pending routing technology, allowing businesses to easily manage WhatsApp inquiries
Freshworks (www.Freshworks.com), a global leader in customer engagement software, has integrated its customer engagement suite with the WhatsApp Business solution to offer on-the-go conversational support via WhatsApp. Over 1.5 billion people from 180 countries use WhatsApp to stay in touch with friends, family and businesses, anytime and anywhere.
Freshworks now helps businesses efficiently manage and route user conversations happening on WhatsApp and other channels, via Omniroute™, Freshworks’ patent-pending technology (https://bit.ly/2UwEdQF) within the Freshworks customer engagement suite. Omniroute™ provides customer service agents with a unified view of customer inquiries regardless of channel and helps them respond to those inquiries more efficiently. What results is better customer service and more efficient support through WhatsApp and the rich variety of other seamlessly integrated channels in the Freshworks platform.
WhatsApp is a simple, reliable, and private way to talk to anyone in the world. The WhatsApp Business solution helps businesses and customers connect quickly and easily. With the Freshworks integration, users can now reach out to businesses with any query, directly on WhatsApp, so businesses can immediately respond and offer support.
Freshworks recently launched Proximity (https://bit.ly/2DrP
“Users no longer have to jump through hoops to reach out to a business – all they have to do is flip out their mobile and engaging with their favorite brand is just a message away on WhatsApp,” says Girish Mathrubootham, CEO of Freshworks. “Omnichannel customer engagement is becoming the imperative to providing great customer support. The integration with the enormously popular WhatsApp platform enables customers and prospects to get in touch with businesses instantly, offering support through this widely used medium of choice.”
Supr Daily (www.SuprDaily.com), a direct to home dairy products delivery service in India, uses the Freshchat integration with the WhatsApp Business solution to broaden its customer support opportunities. “Today’s customer wants a convenient way to reach out to brands. WhatsApp is a user-friendly way to communicate; as such, it’s also the easiest way for many of our customers to reach out to us.” says Tarkeshwar Singh, Senior Product Manager at Supr Daily. “We actively promote WhatsApp as a medium to connect with us and we now see about half of our customers use it for support queries. The Freshworks integration made it possible for us to provide great quality and quick support to our customers, which is indispensable in our business.”
Find more on https://bit.ly/2Vp1MPS
![The signing ceremony took place in Kisumu, with Governor Prof. Anyang’ Nyong’o representing the county government and UN-Habitat Executive Director in Kenya, Anaclaudia Rossbach, signing on behalf of the UN agency. Under the agreement, both parties commit to jointly implementing the housing upgrade project, which Governor Nyong’o said will primarily target vulnerable groups. “The PINUA programme [is] designed to benefit the most vulnerable members of the community,” Nyong’o said, reaffirming his administration’s commitment to fostering sustainable neighborhoods equipped with essential services. Beginning November 1, 2025, the county government, working with UN-Habitat, will launch pilot projects in Kibuye Estate and Muhoroni Sub-County, based on designs and models developed through extensive public participation. The programme will focus on upgrading informal settlements by providing essential social infrastructure such as schools, sanitation facilities, affordable rental housing, early childhood development centres, and public open spaces. It also supports incremental housing models, allowing families to progressively build and eventually own decent homes. Rossbach emphasized UN-Habitat’s global commitment to driving transformative change in urban areas: “This partnership is crucial in advancing our new strategy, which focuses on improving housing access and digitally transforming informal settlements for everyone.” According to UN-Habitat housing architect Fred Omenya, the pilot phase will begin in January 2026 with the construction of two blocks of 24 housing units in Kibuye Estate.](https://businessinsights.africa/wp-content/uploads/2025/10/About-us-still-25957706200_7ca2db7e5e_k-100x70.jpg "Kisumu, UN-Habitat sign Ksh2.7bn deal for social housing upgrade")
