WhatsApp

As an administrator, you create a channel for WhatsApp direct messages. A WhatsApp channel associates a CIC workgroup with a WhatsApp phone number.

PureConnect pulls messages from WhatsApp through the Genesys Cloud platform and passes them to the CIC server for processing as Social Direct Message interactions. Each interaction is routed to the workgroup that is associated with the channel that pulled in the message.

The WhatsApp integration involves an onboarding process. The integration requires your company to have a verified Facebook Business Manager account. For more information, see Preparing for the WhatsApp Integration section below.

WhatsApp example

A company wants to manage direct messages from customers who prefer to use a WhatsApp messaging channel.

PureConnect processes WhatsApp direct messages as follows:

1. A customer of the company or a third party sends a direct message to a designated WhatsApp channel.

2. PureConnect creates a social media interaction and ACD routes it to a workgroup associated with the phone number on the company's WhatsApp accounts.

3. An agent in the workgroup picks up and responds to the message in the Current Interactions view in Interaction Connect, just as they receive and pick up other types of interactions..

4. The interaction continues until the agent disconnects it. After the agent disconnects the interaction, any additional reply or comment for that direct message initiates a new interaction.

Preparing for the WhatsApp Integration

To start the process of preparing for the WhatsApp integration, work with your sales representative or customer success manager.

• Your company must have a verified Facebook Business Manager account.
  To apply for a Facebook Business Manager account if you don't already have one, see https://www.facebook.com/business/help/1710077379203657.

• Your Business Manager administrator will receive a notification to approve Genesys to manage WhatsApp messaging on your company's behalf. After approval of this request, customer must complete business verification.  
  https://www.facebook.com/business/help/2058515294227817

There may be other onboarding requirements. For more information, contact your sales representative or customer success manager.

Genesys Cloud Requirements for WhatsApp

WhatsApp messages are processed in Genesys Cloud (formerly PureCloud). Therefore, your company needs to have a Genesys Cloud organization with a PureCloud 3 license and be able to authenticate with Genesys Cloud.

Along with the Genesys Cloud organization, you'll need the following related information:

• Administrator email and password

• Organization short name

• Region

To obtain a Genesys Cloud organization and the related information, contact your sales representative or customer success manager.

In Genesys Cloud, you need the following:

• The product messagingPlatformWhatsApp

• These permissions:

• messaging:whatsAppIntegration:{add|delete|edit|view}

• messaging:message:send

For more information about configuring the connection with Genesys Cloud, see the Genesys Cloud for PureConnect Administrator's Guide.

For more information about products and permissions in Genesys Cloud, see Products, Roles, and Permissions in the Genesys Cloud resource center.

More WhatsApp Information