Appendix A: Frequently Asked Questions (FAQ)

Following are FAQs and their answers:

What are acceptable uses of WhatsApp for Genesys Cloud?

For acceptable use, see WhatsApp’s Commerce Policy and Business Policy. If you repeatedly violate their policies, WhatsApp may limit the number of customers you can message or suspend your account. Additionally, WhatsApp may decline to approve customers whose primary business functions overlap with its policies; it evaluates these cases on a case-by-case basis. Furthermore, WhatsApp may decline to approve customers whose primary business functions differ from its policies.

My number is already in use with WhatsApp. Can I migrate it to Genesys Cloud?

If the number is being used with the WhatsApp Messenger or WhatsApp Business App on iOS or Android, it can be migrated to Genesys Cloud. WhatsApp does not currently support migrating numbers from other Business Service Providers on the WhatsApp Business API. If your current number is already active, you must choose a new one. Note that this restriction applies to numbers activated throughout Genesys Cloud. Once your number is activated, you cannot migrate it to a different provider or move it back to an App. More information, see https://developers.facebook.com/docs/whatsapp/guides/phone-number#migrate

What types of phone numbers are supported by the WhatsApp Business API?

You can use the WhatsApp Business API with international landlines and mobile numbers with country codes. The number must have an active Voice or SMS service for you to receive an activation code after adding it to Genesys Cloud. WhatsApp is a purely digital, internet-based channel. Once activated, all communication is done via the internet. Your WhatsApp number is more like an account ID, like your email address or username. Telephony and mobile services are separate from WhatsApp. The WhatsApp number can even be disconnected after activation if you do not receive calls or texts. However, you should retain ownership of the number to prevent someone else from using it.

Does WhatsApp Business API support toll-free numbers?

Toll-free numbers are allowed as long as your country code is included. This is because numbers without country codes cannot be uniquely identified - the same number can be applied to two different countries. Toll-free numbers are also more complicated. Typically, it will not work if you call a toll-free number with the country code when you are inside the country. There is a possibility that customers in your country might try to dial what appears in the business contact (country code included), and they won't be able to connect with you. If this is a concern, let them know explicitly. Of special note, 0800 or 00800 are not recognized.

Why does my business need its own Facebook Business Manager (BM) in order to use WhatsApp?

Facebook reviews each business that applies to use the WhatsApp Business API with a Business Service Provider like Genesys. The WhatsApp team may review your Facebook page or website and ask clarifying questions. WhatsApp Business Account (WABA) will have a 1:1 connection to your Business Account, and your business is responsible for complying with WhatsApp policies. Furthermore, WhatsApp prohibits partners, vendors, aggregators, and managed service parties from owning or subletting business accounts. You must use a Display Name of your number that is closely related to the name of your business or is associated with a brand, product, or trade name owned by you (documentation may be required for this).

Assume a service provider or advertising agency manages your Facebook page, ad campaigns, or other business functions under their BM. In that case, you can still create a WhatsApp account under your name. See Facebook page Creating a Business Manager.

My phone number routes to main IVR. Do I need to re-route this to receive a WhatsApp activation call?

If you add the WhatsApp integration to your Org and request a confirmation code, WhatsApp will call (or text) your number with the code. A live person must receive the call and receive the code. It is important to note that WhatsApp's automated service does not navigate IVR / DTMF menus. Instead, the bot will announce the code five (5) times when the call is answered and then disconnect. How you handle this depends on the IVR and operational needs of your business:

1. If your IVR or Genesys Cloud flow routes directly to a Queue, and an Agent is available to take the call immediately, you don't need to re-route the number. This works best if the IVR has no introductory message (or is very short). It is also best if the call is routed to a queue with a small number of Agents. If you use this method, make sure there is no wait time in the queue.
2. You can re-direct your number temporarily from an IVR to a direct number (for example, a cell phone) during inactive hours. This usually takes around 1 or 2 minutes.
3. When your IVR is high-volume and cannot be rerouted for business reasons, we can request a list of ANIs (originating numbers). The activation call will come from one of these numbers. You may configure an exception in your IVR flow to recognize these ANIs.

As a partner, vendor, managed service provider, BPO, or similar business, can I have a WhatsApp Business Account?

Yes. Partners and similar businesses may create WhatsApp Business Accounts (WBAs) and activate numbers associated with and owned by your business. Valid use-cases include testing, demonstrations, and supporting your direct customers. (i.e., other businesses that purchase your services.) The WhatsApp numbers that your customer's customers use will not be yours, the end-users contacting those customers. Partners may offer consulting services related to configuration, integrations, and general operation of the channel. It is possible for service providers and BPOs to operate a WhatsApp channel for a customer, but the customer must own the WhatsApp number and be responsible for compliance with WhatsApp's policies. This is why each end-customer must have a verified Business Manager.

What does the 24 hour Customer Service window mean?

To reduce junk messages to end-users, WhatsApp offers a 24-hour Customer Service window. If a user contacts your business, you can respond with any type of message in the next 24 hours. This type of message is free of charge. period resets. After 24 hours have passed since the last inbound message, only a template message may be sent. This is a paid notification. Genesys Cloud will disable the Agent's text input after 24 hours elapse from the last inbound message indicating that only template messages are available if your contact center is closed for a weekend or holiday and more than 24 hours elapse before your Agents have a chance to answer.

What are Message Templates?

In your WhatsApp Business Account, message templates are pre-configured messages. WhatsApp reviews and approves these templates, which must fit into certain categories, such as Account Update, Appointment Update, Issue Resolution, or Shipping Update. Advertising, marketing, and promotional messages, such as coupons or upselling, are not permitted in these templates. Generally, these templates must be customer-centric and high value, provided users with information they have requested. In Genesys Cloud, a common message template is Issue Resolution. This template is similar to: "We apologize we weren't able to answer your message right away. If you still need assistance, please reply with Yes." This template inspires the user to reply, which leads to another 24-hour Customer Service period. A window opens and Agents are free to converse freely with the user. Message Templates may have placeholder fields that will be filled dynamically, usually with the customer's name, account number, support case number, etc. See, WhatsApp’s guidelines on Template Messages.

How do I request a Message Template for my WhatsApp Business Account?

Please refer to the Resource Center for instructions and a downloadable form to request Message Templates. When approved, we will email you instructions on configuring the Template in Genesys Cloud.

What are HSMs (Highly Structured Messages)?

See “Message Templates”, above. WhatsApp refers to “HSMs” as “Template Messages”.

Can I use automation or bots with the WhatsApp Business API?

You may use automation when responding during the Customer Service Window, but must also have available prompt, clear, and direct escalation paths to human agents. See the WhatsApp Business Policy for details. Valid escalation paths include human Agent handoff in-thread, phone number, email, web support form, or prompting an in-store visit.

Can I change my Phone Number’s Display Name?

Yes. The display name change must be reviewed and approved by WhatsApp. When approved, a new integration certificate will be generated. You must delete your current WhatsApp integration and create a new one with the new certificate to complete the name change. We recommend doing this during off-peak hours and test-dialing or texting the number first to ensure you can receive the new activation code.

How can I update my Logo or other public Profile information?

Email us at GenesysCloudWhatsAppRequests@genesys.com for requests to change profile information. See the application above for the available fields.

What are a “Message Links” (aka, “short link”) and QR Codes?

Once your number is active, you may request a Message Link and QR Code. These let end-users easily add your number to WhatsApp on their device without manually entering your number. Message Links can be included in mobile apps, email signatures, and websites, for example. QR Codes might be included on websites or printed and affixed to physical locations, advertisements, or products. Short links and QR Codes optionally have pre-populated messages that are filled when users tap, click, or scan it. See details and the QR Code request form in our Resource Center.

What is a WhatsApp Official Business Account?

A business account on WhatsApp can either be listed as an "Official business account" (OBA) or a regular "Business account". An OBA will have a green badge for the business’s profile. At this time, only certain business accounts are listed as an OBA. This is solely at Facebook’s discretion. Listing a business as an "Official business account" is based on a variety of factors, such as whether the brand is notable. Generally, Facebook reserves Official Business accounts for internationally recognized brands. Being Verified on Facebook does not help your business to become an Official Business Account. Please see How to Get and Official Business Account for details, and contact us at GenesysCloudWhatsAppRequests@genesys.com to request an OBA after your WhatsApp number is active.

Does the WhatsApp Business API support Group chat, Voice calls, or Video calls?

The API does not support these features currently.

Does Facebook have access to WhatsApp messages? Is WhatsApp encrypted?

As WhatsApp is an end-to-end encrypted channel, Facebook's documentation claims it does not have visibility into the text or media content of messages sent through WhatsApp Business API.

For information and statements about WhatsApp encryption see, https://developers.facebook.com/docs/whatsapp/overview/, https://developers.facebook.com/docs/whatsapp/faq/#faq_188619461766385, and https://www.facebook.com/notes/mark-zuckerberg/a-privacy-focused-vision-for-social-networking/10156700570096634/

Can I have multiple Business Managers or WhatsApp Business Accounts (WABAs)?

According to Facebook's guidance, a business should have only one Facebook Business Manager. If your company has multiple entities, you can create additional BMs. For approval to use the WhatsApp Business API, each BM must go through Business Verification separately.

The use of multiple WABAs for a BM is also possible, but it's generally advised to have a limited number of WABAs, as this adds to management overhead. As an example, Message Templates are not shared among WABAs, so if they were to be used in every WABA, multiple WABAs would be required.

What countries are blocked from using the WhatsApp Business API?

The WhatsApp Business API is currently blocked from Crimea (+7978), Cuba (+53), Iran (+98), North Korea (+850), and Syria (+963). Businesses should not knowingly communicate with users in these countries regardless of the number's country code.