WhatsApp is no longer just where customers message their mates. Now, they expect to message your business there too. As a result, UCEclipse meets them in the same place. WhatsApp is live inside the platform. It brings one of the world’s most-used messaging apps into the same omnichannel contact centre workflow that already handles calls.
For partners selling voice, this gives prospects another reason to choose UCEclipse over a straight dial tone. It is not a bolt-on app, and it does not need a separate login. Instead, it sits inside the platform your agents already use.
Why WhatsApp, and why now
The numbers make the case. Ofcom’s Online Nation 2025 report found that 92% of UK adult smartphone users used WhatsApp in May 2025. On average, 74% of UK online adults used it every day. Ofcom also names it the UK’s top messaging app.
Customer preferences are shifting too. An Esendex survey of 1,000 UK consumers found that call centres are the preferred way to contact a business for only 43% of people. Coverage of the same research also reports that one in three Brits would prefer to reach customer service through WhatsApp.
Businesses, however, are still catching up. Mobilesquared’s April 2024 forecasts found that fewer than 0.5% of medium and large businesses worldwide were using the WhatsApp Business API. The analyst expects the API to become a mainstream business messaging channel by 2027.
Put those together and the picture is simple. Consumers have already moved to WhatsApp. Businesses are only starting to follow. For an MSP or reseller, that gap is the opportunity.
Many partner conversations land on the same question. How do you give end users more ways to reach a business without giving agents more systems to manage? A native WhatsApp channel inside UCEclipse answers both sides at once.
How WhatsApp works inside UCEclipse
The integration attaches to ACD groups. These are the contact centre queues that come with a Professional licence. Once an agent joins the right ACD group, inbound WhatsApp messages route to them. The platform uses the same mechanism it uses for other contact centre channels, alongside voice.
That has several practical effects. First, the ACD group shares WhatsApp conversations across multiple agents. Conversations no longer live on one person’s mobile or personal WhatsApp account. This fixes the classic small business problem of customer messages getting buried on someone’s personal phone.
Second, UCEclipse supports images both ways. A customer can send a photo of a faulty product or a damaged delivery. The agent sees it appear directly in UCEclipse. Agents can then send images back the same way. For retail, trade services and any support call where a picture beats a description, this closes a gap that voice alone cannot.
Finally, business owners and their teams can manage WhatsApp conversations from the UCEclipse mobile app. As a result, customer messages stay out of personal chats on personal devices. It is a small shift, but a meaningful one for any business that has quietly run customer service from someone’s own phone.
An omnichannel contact centre, not just a voice solution
This is really about positioning UCEclipse as more than a voice solution. Add WhatsApp to the ACD alongside calls, and you have a genuine omnichannel contact centre. The end user picks the channel that suits them. The business handles every conversation through one structured workflow.
Partners also keep everything in one place. UCEclipse is managed entirely within SASBOSS, alongside the rest of the Access4 portfolio. That means no extra platform to learn and no extra login to manage.
What partners should know about WhatsApp for UCEclipse
Access to the WhatsApp channel requires a Professional licence within the relevant ACD group. Access4 provides configuration support, so partners do not need to set it up alone. Speak to your Access4 contact to get started and begin positioning it to prospects.
In short, WhatsApp for UCEclipse means fewer missed conversations and less channel-hopping for agents. It also gives customers a platform that keeps pace with how people want to get in touch.
Want to see WhatsApp in action inside UCEclipse and SASBOSS? Book a demo with the Access4 team, and we will walk you through it.
