As we head into 2026, customers expect to complete tasks inside the conversation.
In the UK, that expectation is increasingly shaped by WhatsApp. Ofcom reports that 90% of UK online adults used WhatsApp in 2025, and 74% accessed it daily in May 2025, up from 64% in May 2024. That shift matters for contact centres because WhatsApp is where urgency, intent, and “I need this solved now” requests show up first.
The operational gap is familiar: self-service works for FAQs, then breaks when a customer needs to actually do something. Many journeys still answer the question and push people to a website, portal, or app. Context gets lost, friction appears, and drop-off increases right when the interaction becomes most valuable (and most costly to handle).
Hubtype helps contact centres deliver end-to-end resolution inside WhatsApp by combining AI agents with interactive webviews (secure, mobile-first screens that open within WhatsApp; and, where needed, across other chat channels too). This makes it possible to move from “answering” to “completing” without leaving the flow.
What this enables in practice:
- Self-serve resolution for high-volume journeys (status, FAQs, policy and account questions)
- Transactional completion via webviews (booking changes, structured forms, verification steps, secure submissions, payments where applicable)
- Clean human handover when complexity, emotion, or revenue impact requires an agent
When a handover happens, automation does not “end”. The full conversation context and the structured inputs collected in the flow are passed to the agent, so customers do not repeat themselves, and agents start at the right step. On top of that, Hubtype includes a built-in AI copilot to support agents during the conversation, helping them work faster and more consistently.
For enterprise teams, control and governance sit at the centre: define routing rules and escalation boundaries, keep data capture intentional, and measure each step (completion, drop-off points, escalation reasons) so optimisation is driven by evidence.
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