MyOperator is industry-agnostic. Use the playbooks below (with copy-paste IVR scripts, WhatsApp templates, KPIs, and product paths) to stand up a working flow in minutes.

Jump to

• Who should use MyOperator
• Prerequisites
• Quick implement (10 minutes)
• Industry playbooks (copy & use)
• What success looks like
• Compliance & limitations
• Troubleshooting

Who should use MyOperator

Any team handling inbound/outbound calls or WhatsApp for sales, support, bookings, claims, or collections—e.g., e-commerce, healthcare, education, real estate, travel/hospitality, financial services.

Prerequisites

• A virtual/toll-free number in your account.
• At least one agent created and assigned to a department/queue.
• If you plan to record calls or message on WhatsApp, ensure consent/opt-in per local law.

Diagram (alt text): “Caller → IVR menu → Department queue → Agent; ‘Missed call’ → WhatsApp automation.”
Caption: Typical flow across voice + WhatsApp.

Quick implement (10 minutes)

1. Build IVR: Dashboard → Voice → IVR → Create → add keys (1,2,3) → map to departments.
2. Enable missed-call WhatsApp: Dashboard → WhatsApp → Connect → import a template → Automations → Missed Call → Send WhatsApp.
3. Test & verify: Call your number, press each key, then check Analytics → Calls and WhatsApp → Reports.

Industry playbooks (copy & use)

Note: IVR = Interactive Voice Response (the keypad menu).
Paste scripts into Voice → IVR → Create and import WhatsApp templates in WhatsApp → Templates.

1) E-commerce (orders, returns, delivery)

IVR keys: 1 Orders • 2 Returns • 3 New purchase
IVR script:

“Thanks for calling Acme Store. For Order status, press 1. For Returns, press 2. For New purchase, press 3.”

WhatsApp template (missed call):

{"name":"order_followup","language":"en","category":"UTILITY","components":[{"type":"BODY","text":"Hi , we missed your call. Track order here: . Reply 1 for a callback."}]}

KPIs: Answer rate ≥ 90% • FRT (WhatsApp) ≤ 10 min • Return-call SLA ≤ 30 min.

2) Healthcare (appointments, reports, billing)

IVR keys: 1 Appointments • 2 Reports • 3 Billing
IVR script:

“Welcome to Acme Clinic. For Appointments, press 1. For Reports, press 2. For Billing, press 3.”

WhatsApp template (appointment reminder):

{"name":"appt_reminder","language":"en","category":"UTILITY","components":[{"type":"BODY","text":"Hi , your appointment on at is scheduled. Reply 1 to confirm or 2 to reschedule."}]}

KPIs: Abandon rate ≤ 8% • Callback within same business day.

3) Education (admissions, fees, support)

IVR keys: 1 Admissions • 2 Fees • 3 Student support
IVR script:

“You’ve reached Acme University. For Admissions, press 1. For Fees, press 2. For Student support, press 3.”

WhatsApp template (admissions info):

{"name":"admissions_info","language":"en","category":"MARKETING","components":[{"type":"BODY","text":"Hi , admissions for are open. Reply 1 to schedule a call. Brochure: "}]}

KPIs: Lead→Application conversion % • First contact ≤ 1 hour.

4) Real estate (new leads, site visits, owners)

IVR keys: 1 New enquiries • 2 Site visits • 3 Existing owners
IVR script:

“Thanks for calling Acme Realty. For New enquiries, press 1. To schedule a site visit, press 2. For Existing owners, press 3.”

WhatsApp template (site-visit scheduling):

{"name":"site_visit","language":"en","category":"UTILITY","components":[{"type":"BODY","text":"Hi , pick a slot for a site visit: or . Reply with your choice."}]}

KPIs: Lead connect ≥ 80% • Site-visit bookings per 100 calls.

5) Travel & hospitality (bookings, changes, in-trip)

IVR keys: 1 New booking • 2 Change/Cancel • 3 In-trip support
IVR script:

“Welcome to Acme Travel. For New bookings, press 1. To change or cancel, press 2. For in-trip support, press 3.”

WhatsApp template (itinerary/update):

{"name":"itinerary_update","language":"en","category":"UTILITY","components":[{"type":"BODY","text":"Hi , your itinerary has an update: . Reply 1 to speak to an agent."}]}

KPIs: Speed to answer ≤ 20s • Recontact rate after missed call ≤ 10%.

6) Financial services (loans, claims, collections)

IVR keys: 1 New loan/quote • 2 Claims/Service • 3 Payments
IVR script:

“Welcome to Acme Finance. For a new loan or quote, press 1. For claims or service, press 2. For payments, press 3.”

WhatsApp template (payment/collections):

{"name":"payment_followup","language":"en","category":"UTILITY","components":[{"type":"BODY","text":"Hi , your payment for is due on . Reply 1 if paid, 2 to speak with an agent."}]}

KPIs: Promise-to-pay kept % • Claim TAT.

What success looks like

• Answer rate improves week-over-week.
• Missed calls trigger a WhatsApp follow-up within ≤ 2 minutes.
• Analytics show top call reasons by department with stable AHT (Average Handle Time).
• Transfers complete without disconnects.

Compliance & limitations

• Obtain opt-in before sending WhatsApp templates; keep templates approved.
• Announce recording where required; store per retention policy.
• Avoid collecting payment card details or other sensitive personal data over calls/WhatsApp.
• For finance/healthcare, apply stricter identity verification (no PHI/PCI over voicemail).

Troubleshooting

• Calls going to the wrong team: Recheck IVR key→department mapping.
• Low answer rate: Add business hours, increase agents in peak slots, enable missed-call WhatsApp.
• WhatsApp not sending: Template not approved or no customer opt-in; fix and retry.
• Long AHT: Add quick-reply buttons in templates; create a dedicated Returns or Claims queue.

Escalation paths:

• In-app chat: Help → Chat with Support (24×7)
• Email: support@myoperator.com (include account email + issue summary)
• Phone: 081029-81029 or 092129-92129