Business entities want their customers to reach them via multiple platform and these multiple platform is called Omnichannel whereby customers can reach the Contact Centre Agents via phone, emails, Social Media platform, Whatsapp, Telegram, Viber, WeChat, Line, SMS, Web Chat and etc. The young generation with the smart phones in their hands, prefer to reach out the Contact Centres by messaging or chat, this can only be achievable if the business entities provide the Omnichannel platform. As a matter of fact, this is another satisfactory service platform that business entities provide to their customers. Whatsapp is now very popular among the smart phone users, it is therefore, very important for the business entities to have the Omnichannel platform as part of their customer service offerings