American Express Global Business Travel has added WhatsApp as a support channel, enabling travelers to communicate with agents via the popular chat service to book trips and receive assistance while on the road. WhatsApp functionality currently is available to Amex GBT's small and midsize enterprise clients in the U.S. and will expand to large and global clients in the coming months, the travel management company said.
Amex GBT also provides chat-based booking and support through its mobile app and desktop platform, as well as via Apple Business Chat. The TMC recently has emphasized chat-based messaging—through both in-house and third-party platforms—as vital channels of communication between travelers, travel managers and support agents, especially in light of the increased demand for dynamic health and safety messaging amid the Covid-19 pandemic.
Details recently emerged that travel management company FCM is transitioning its Sam mobile chat tool into a core component of its yet-to-be-revealed redesigned platform, where the technology will serve as a "digital avatar," providing live agent and chatbot assistance.