Contents

Prerequisites

The customer must acquire the following information for WhatsApp service.

Genesys Cloud and PureConnect Licenses

A WhatsApp service is a hybrid feature. You need licenses and part numbers. Provisioning of Genesys Cloud Organization for PureConnect would be done as part of Genesys Cloud order.

Licenses

CC1 or Agent license with Hybrid digital Messaging Bundle.
I3_FEATURE_WHATSAPP_SOCIAL_MEDIA and I3_ACCESS_ACD_WHATSAPP

Part Numbers

CS-012-NV-WHATSAPP-HYB or CS-012-NV-WHATSAPP-C-HYB

GC-170-NV-DIGHYBUN

Customer Information Form

PureConnect Product Management team needs some customer-specific information to set up and configure the WhatsApp account (WABA). For Customer Information Form contact ProductManagement-PureConnect@genesys.com.

WhatsApp Approval

A customer must apply for WhatsApp approval to use the service and must be approved by WhatsApp. WhatsApp doesn't allow the customer to operate without approval.

Note: Purchase of PureConnect from Genesys doesn't provide approval by WhatsApp to use the WhatsApp Business API.

WhatsApp restrictions, which Genesys must enforce:

Customer cannot send messages to Syria, North Korea, Cuba, Iran, and Crimea (both Ukrainian and Russian phone numbers)
WhatsApp evaluates government agencies and related organizations on a case-by-case basis.
WhatsApp doesn't allow customers from specific industries to use it. For more information, see https://www.whatsapp.com/legal/commerce-policy/.

Designated Phone Numbers for WhatsApp

The customer must have at least one designated phone number for the business to start using WhatsApp. Each phone number must comply with WhatsApp's requirements to receive phone calls or text messages. For more information, see https://developers.facebook.com/docs/whatsapp/guides/phonenumber.

Customer Facebook Business Manager ID

The customer must have a business ID to process the application. Most customers already have business IDs, but if they don't, they must create a business ID with Facebook. For more information, see https://business.facebook.com/business/help/1612355968988019 .

Verification of Customer Facebook Business Manager

The customer must have a verified Facebook Business Manager as a prerequisite.

In Business Manager, navigate to Business Settings.
Click Security Center.
Click Start Verification.
Enter customer business information and attach documents if necessary.

For more information about accepted documents, refer to Facebook document guide.