{"id":4396,"date":"2026-08-12T13:26:27","date_gmt":"2026-08-12T13:26:27","guid":{"rendered":"https:\/\/justfineinfotech.com\/united-telecoms-brings-direct-whatsapp-integration-to-its-omnichannel-platform-for-sa-businesses\/"},"modified":"2026-08-12T13:26:27","modified_gmt":"2026-08-12T13:26:27","slug":"united-telecoms-brings-direct-whatsapp-integration-to-its-omnichannel-platform-for-sa-businesses","status":"publish","type":"post","link":"https:\/\/justfineinfotech.com\/fr\/united-telecoms-brings-direct-whatsapp-integration-to-its-omnichannel-platform-for-sa-businesses\/","title":{"rendered":"United Telecoms brings direct WhatsApp integration to its omnichannel platform for SA businesses"},"content":{"rendered":"<p>Johannesburg, 12 Aug 2026&lt;img src=&quot;https:\/\/justfineinfotech.com\/wp-content\/uploads\/2026\/08\/jupN49TiO3Jg7NFOFTtC57jgYqFl3FXOcT6qpiVwtP60I8OukTr7dWI8tHyK6KomGehUO4OszG7xx0FZ5ENePch-XUNnRF9UxEkR.jpg&quot; alt=&quot;A United Telecoms contact centre agent manages WhatsApp conversations alongside voice calls and live chat from a single <a href=\"https:\/\/justfineinfotech.com\/fr\/gobind-rakyat-digital-platform-to-offer-free-coursera-courses-ai-builder-hub\/\" title=\"Gobind : La plateforme num\u00e9rique Rakyat proposera des cours Coursera gratuits et un centre de d\u00e9veloppement d&#039;IA.\">platform<\/a>.&#8221;&gt;<br \/>\nA United Telecoms contact centre agent manages WhatsApp conversations alongside voice calls and live chat from a single platform.<\/p>\n<p>United Telecoms, a South African provider of PBX, VOIP, unified communications and contact centre solutions, has connected its omnichannel contact centre platform directly to Meta&#8217;s WhatsApp Business Platform<\/p>\n<p>Businesses can now run WhatsApp messaging without a third-party WhatsApp Business Solution Provider (BSP) in the middle; those that prefer to keep an existing BSP, such as 360dialog, can continue to do so<\/p>\n<p>WhatsApp itself isn&#8217;t new to United Telecoms&#8217; contact centre platform. Agents have already been able to handle WhatsApp messages alongside voice calls and live chat for some time. What&#8217;s changed is how that WhatsApp\u00a0connection reaches Meta&#8217;s servers: directly, rather than through an intermediary provider<\/p>\n<p>Historically, connecting a contact centre to WhatsApp Business has meant routing every message through a third-party BSP sitting between the contact centre and Meta. That extra link in the chain creates a few practical issues for a business:<\/p>\n<ul>\n<li>If a message fails to send or a delivery status doesn&#8217;t update, the issue must first be traced through the BSP and, if the BSP can&#8217;t resolve it, escalated to Meta separately, which extends the time it takes to get a fix.<\/li>\n<li>New features Meta adds to the WhatsApp Business platform, such as new message types or catalogue tools, only become available to a business once its BSP has built support for them, which can lag behind Meta&#8217;s own release.<\/li>\n<li>The BSP is an additional company with access to customer conversations and account data, in addition to the contact centre platform and Meta itself.<\/li>\n<\/ul>\n<p>United Telecoms has now built a direct connection to the WhatsApp Business platform using Meta&#8217;s official API, removing that middle layer for businesses that choose it. Issues can be diagnosed and resolved directly with Meta rather than through a third-party support queue, and new WhatsApp Business Platform features are available as soon as Meta ships them, without waiting for a BSP to catch up<\/p>\n<p>The change is additive, not mandatory: existing BSP integrations continue to work without any changes required. Businesses that want the direct route can set it up themselves, or use a centrally managed connection if they would rather not run their own integration with Meta. A documented set-up guide covers account verification, numbers and message templates either way<\/p>\n<p>\u201cFor us, this is mainly about owning the connection end to end,\u201d said Ryan Lumley, Director at United Telecoms. \u201cFewer intermediaries means fewer things that can go wrong, and more control over how the integration evolves. It&#8217;s a change to the infrastructure behind WhatsApp messaging, not to how agents use it day to day.\u201d<\/p>\n<p>Agents still manage WhatsApp customer conversations from the same interface used for voice calls, live chat and SMS, with a single customer record behind each conversation, regardless of channel. Reporting, permissions and CRM integration work the same way as before<\/p>\n<p>\u201cBusinesses on our platform still pay their usual subscription and user fees,\u201d said Lumley. \u201cThis is about what happens behind the scenes, not a new pricing model.\u201d<\/p>\n<p>The direct connection option is available to businesses on United Telecoms&#8217; omnichannel cloud call centre software. Existing customers can request it through their account manager, and new customers can enquire about it when scoping a contact centre package<\/p>\n<p>Businesses with an existing WhatsApp business account set-up don&#8217;t need to change anything unless they choose to move to the direct route<\/p>\n<p><b>Does this replace our existing WhatsApp Business Solution Provider?<\/b><\/p>\n<p>Not necessarily. Businesses using a BSP such as 360dialog can continue to do so; the direct Meta connection is an additional option for using WhatsApp without a third-party provider<\/p>\n<p><b>Will this change what we pay?<\/b><\/p>\n<p>No. Standard United Telecoms subscription and user fees still apply, and any usage-based WhatsApp messaging charges set by Meta are billed at Meta&#8217;s rates, regardless of the connection method used<\/p>\n<p>Share<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/justfineinfotech.com\/wp-content\/uploads\/2026\/08\/google_preferred_source_badge.webp\" alt=\"\"><img decoding=\"async\" src=\"https:\/\/justfineinfotech.com\/wp-content\/uploads\/2026\/08\/google_news_badge.webp\" alt=\"\"><br \/>\n<a href=\"https:\/\/unitedtelecoms.co.za\/contact-united-telecoms\/\" rel=\"nofollow noopener\" target=\"_blank\"><\/p>\n<p>United Telecoms<\/p>\n<p><\/a><\/p>\n<p>United Telecoms has provided South African businesses with reliable PBX, VoIP, unified communications and contact centre solutions since 1985, helping organisations modernise their infrastructure through cloud telephony, contact centre technology and AI-powered omnichannel tools<\/p>\n<p>For more information about United Telecoms&#8217; contact centre platform and its direct WhatsApp connection, contact United Telecoms today<\/p>\n<p><strong>Editorial contacts<\/strong><\/p>\n<div style=\"clear:both;margin:30px 0 15px 0\">\n<p>\n    <strong>En rapport:<\/strong><br \/>\n    <a href=\"https:\/\/yoursite.com\/automation-training-benin\/\" title=\"Formation en automatisation num\u00e9rique au B\u00e9nin\u00a0: 5 comp\u00e9tences cl\u00e9s recherch\u00e9es par les employeurs en 2026\" target=\"_blank\" rel=\"noopener\"><br \/>\n      Formation en automatisation num\u00e9rique au B\u00e9nin\u00a0: 5 comp\u00e9tences cl\u00e9s recherch\u00e9es par les employeurs en 2026<br \/>\n    <\/a>\n  <\/p>\n<p>\n    &lt;a href=&quot;https:\/\/yoursite.com\/automation-africa\/&quot; title=&quot;WhatsApp <a href=\"https:\/\/justfineinfotech.com\/fr\/evolve-your-marketing-with-new-ai-tools\/\" title=\"Evolve your marketing with new AI tools\">Commercialisation<\/a> Automation Africa : 6 erreurs dangereuses commises par les marques au Nig\u00e9ria<br \/>\n      Automatisation du marketing WhatsApp en Afrique\u00a0: 6 erreurs dangereuses commises par les marques au Nig\u00e9ria<br \/>\n    <\/a>\n  <\/p>\n<\/div>\n<div style=\"clear:both;margin:30px 0;padding:25px;background:#f8f9fc;border:1px solid #ddd;border-radius:8px;text-align:center\">\n<h3>Vous souhaitez apprendre cela de mani\u00e8re pratique ?<\/h3>\n<p>Rejoindre <strong>Justfine Infotech<\/strong> et d\u00e9velopper de v\u00e9ritables comp\u00e9tences num\u00e9riques en IA, automatisation, d\u00e9veloppement web, marketing digital, bureautique, e-commerce, travail ind\u00e9pendant et <a href=\"https:\/\/justfineinfotech.com\/fr\/a-2026-guide-to-digital-security-cybersecurity-stay-safe-online\/\" title=\"A 2026 Guide to Digital Security &amp; Cybersecurity | Stay Safe Online\">cybers\u00e9curit\u00e9<\/a>.<\/p>\n<p><strong>Programmes disponibles :<\/strong><br \/>\n  Certificat de 6 semaines \u2022 Certificat professionnel de 3 mois \u2022 Dipl\u00f4me de 6 mois \u2022 Dipl\u00f4me professionnel complet<\/p>\n<p><strong>WhatsApp :<\/strong><br \/>\n  +229 01 57 57 99 15<br \/>\n  +229 01 66 68 11 60<\/p>\n<p><a href=\"https:\/\/api.whatsapp.com\/send?phone=2348132690270&amp;text=Hello\" target=\"_blank\" rel=\"noopener\">Inscrivez-vous d\u00e8s maintenant<\/a><\/p>\n<\/div>\n<p class=\"ani-source\">Source: <a href=\"https:\/\/www.itweb.co.za\/article\/united-telecoms-brings-direct-whatsapp-integration-to-its-omnichannel-platform-for-sa-businesses\/rW1xLv5ngYN7Rk6m\" target=\"_blank\" rel=\"nofollow noopener\">www.itweb.co.za<\/a><\/p>","protected":false},"excerpt":{"rendered":"<p>Johannesburg, 12 Aug 2026 A United Telecoms contact centre agent manages WhatsApp conversations alongside voice calls and live chat from a single platform.<\/p>","protected":false},"author":1,"featured_media":4401,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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