Integrate SMS and WhatsApp in Helpmonks
We have actively started the integration of SMS and WhatsApp and will make it available after our re-design launches.
We currently use ProKeep for SMS conversation management. It works mostly like the HelpMonks email management. All SMS conversations are managed in a web portal where users can take ownership of the conversations (ProKeep refers to the conversation as a "thread".) At this time, we plan to use both concurrently and in parallel since there isn't a single cost-effective omni-channel messaging app that we have seen.
I hear you. SMS and WhatsApp integration is definitely coming. We are currently hard at work with our total re-design (updates.helpmonks.com/b/feature-requests/re-design/).
The new design has been built with adding SMS and WhatsApp later on. Hence only a little bit more time until we can offer the most cost-effective platform :)