In one line: MyOperator is a cloud platform that routes, tracks, and analyzes phone calls and WhatsApp conversations from a single dashboard—no hardware required.

Jump to

• When you should use MyOperator
• Prerequisites
• How calls work (inbound & outbound)
• How WhatsApp works
• Quick start: test the full flow in 15 minutes
• What success looks like
• Limitations & compliance
• Troubleshooting

When you should use MyOperator

Use MyOperator if you need:

• Smart call routing with IVR (Interactive Voice Response: a keypad menu for callers).
• Live call transfer without dropping the customer.
• Mobile call tracking for field teams using personal phones.
• A shared WhatsApp inbox with templates, auto-replies, and chatbots.
• Unified analytics across voice and WhatsApp.

Prerequisites

• Phone number: A MyOperator virtual, toll-free, or ported number.
• WhatsApp Business (optional): Verified business, approved message templates.
• Mobile tracking (optional): Android device with call-log permission; iOS has OS limits.
• Legal compliance: Obtain consent for call recording and WhatsApp messaging where required.

How calls work (inbound & outbound)

1. Customer dials your virtual number
   Calls land on the MyOperator cloud, not on-prem hardware.
2. IVR menu plays
   Example: “Press 1 for Sales, 2 for Support.”
   You can set time-based rules and languages.
3. Call routing
   Route to an agent, ring group, or fallback team based on input or business hours.
4. Call tracking & recording
   Every call (answered, missed, outgoing) is logged. Recordings are available if enabled.
5. Missed-call handling
   If no one answers, MyOperator triggers voicemail and/or automated follow-ups.
6. Analytics
   See volumes, answer rate, missed calls, agent performance, and regional distribution.
7. Integrations
   Log calls to CRMs (e.g., Zoho, HubSpot), tag outcomes, and transfer live calls as needed.

How WhatsApp works

1. Unified WhatsApp inbox
   All chats from ads, QR, website, or missed calls arrive in a shared inbox.
2. Automated campaigns
   Send approved templates for reminders, updates, or feedback.
3. Smart chatbots & auto-replies
   Answer FAQs, present quick-reply menus, and cover off-hours.
4. Insights
   Track delivery/read status, response times, and campaign performance.
5. Call→WhatsApp follow-ups
   Missed callers get an automatic WhatsApp message to re-engage.

Copy-paste missed-call template (example):

{  "name": "missed_call_followup",  "language": "en",  "category": "UTILITY",  "components": [    {      "type": "BODY",      "text": "Hi , we missed your call to at . Reply 1 for a callback."    }  ]}

Send template via API (example cURL):

curl -X POST https://api.myoperator.example/whatsapp/messages \  -H "Authorization: Bearer <YOUR_TOKEN>" \  -H "Content-Type: application/json" \  -d '{"to":"+91XXXXXXXXXX","template":"missed_call_followup","params":["Riya","Acme","11:43 AM"]}'

Quick start: test the full flow in 15 minutes

A) Voice call path (≈7 minutes)

1. Create IVR: Dashboard → Voice → IVR → Create → add “1 Sales, 2 Support”.
2. Assign agents: Map numbers or softphones; set after-hours fallback.
3. Place a test call: From your mobile, press 1 then 2 to check both branches.
4. Verify logs: Dashboard → Analytics → Calls → confirm call legs and recording.

Sample IVR welcome script (copy-paste):

“Thanks for calling Acme. For Sales, press 1. For Support, press 2. To repeat, press 9.”

B) WhatsApp path (≈8 minutes)

1. Connect WhatsApp: Dashboard → WhatsApp → Connect → complete business verification.
2. Import template: Add the missed_call_followup JSON above.
3. Enable follow-up: Settings → Automations → Missed Call → Send WhatsApp.
4. Test it: Call your number, hang up before answer, confirm the WhatsApp message arrives.

What success looks like

• Routing works: Test calls reach the right agent within ≤10 seconds.
• Recording quality: Playback is audible and timestamped in the call log.
• Missed-call recovery: WhatsApp follow-up delivers within ≤2 minutes.
• Analytics visible: Answer rate, missed calls, and agent stats appear for the test period.
• CRM sync (if enabled): New call entries show in your CRM with correct owner.

Limitations & compliance

• iOS call logging: Limited by OS; use the softphone for complete tracking.
• WhatsApp templates: Must be approved before first send.
• Recording consent: Follow local laws; announce recording where required.
• Network dependency: Agent transfers need stable internet/voice connectivity.

Troubleshooting

• IVR not routing: Check digit mapping and agent availability status.
• No recordings: Confirm recording toggle and storage quota.
• WhatsApp not sending: Template not approved or no customer opt-in.
• Missing mobile calls: Android permission off or number not mapped to agent.
• Analytics empty: Adjust date/time filters; confirm number is assigned and active.