WhatsApp Direct Messages

WhatsApp is the most popular instant messaging app worldwide, with over 1.5 billion users from 180 countries. Interaction Connect now supports WhatsApp as a Direct Messaging Social Media channel. Social Media administrators can configure one or more WhatsApp channels in the Social Media view. A WhatsApp channel routes WhatsApp direct messages to a designated workgroup.

With this integration with WhatsApp and its direct messaging capabilities, we continue to expand the messaging channels supported within PureConnect (Facebook and Twitter messaging are already supported) so that customers and agents can communicate using the channels they already prefer.

Note: The 2020 R2 release Early Access Program introduced support for receiving and replying to inbound WhatsApp direct messages. WhatsApp support is available in 2020 R2 patch 5. WhatsApp support is also available in 2020 R1 patch 14 and 2019 R4 patch 19. Contact your sales representative for more information about the Early Access Program.

Requirements for agents: To manage WhatsApp direct messages, agents require an ACD WhatsApp user access license.

Requirements for administrators: Administrators need the Social Media Administrator Access right.

Requirements for the IC server: To enable the Social Media feature for WhatsApp, the IC server needs the WhatsApp Social Media feature license.

For more information, see Configure Social Media, Configure a WhatsApp Channel, and the PureConnect Social Media Technical Reference in the PureConnect Documentation Library.