Configure ACD messaging for WhatsApp Messenger
- Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital license
- Messaging > Integration > All permission
- WhatsApp account
- WhatsApp integration certificate
The Genesys Cloud for WhatsApp integration provides a way for your customers to use WhatsApp to interact with your agents who are using Genesys Cloud ACD messaging channels.
Before you can begin configuring ACD messaging for WhatsApp in Genesys Cloud, you must complete a WhatsApp application with the details of your request. If you intend to use a number that has not been used with WhatsApp’s Business platform in the past, you use the Onboarding Application. If you have a number that is currently on WhatsApp’s Business platform (via another Service Provider or self-hosted) that you want to use in Genesys Cloud, you use the Migration Application. Download one of these forms:
After completing the application matching your use case, please send the form to GenesysCloudWhatsAppRequests@genesys.com to begin the process. If you are unsure which application to use, please contact us with the details of your request. Genesys works on your behalf to coordinate the approval process for your business to use the WhatsApp Business platform. Genesys also provides you with a WhatsApp integration certificate, after the approval process is complete.
After you have been approved and have your WhatsApp integration certificate, all you have to do is configure a few settings to connect the Genesys Cloud for WhatsApp integration to the WhatsApp Business platform and your WhatsApp account.
- Certificates expire seven calendar days from their creation date. So make sure that you are ready to proceed with your WhatsApp configuration before you request a certificate.
- After a number is activated in Genesys Cloud, it cannot be migrated back to the WhatsApp Business App or the general WhatsApp consumer app.
- ACD messaging for WhatsApp does not support M2M (machine to machine) numbers.
To set up your Genesys Cloud for WhatsApp integration:
- Click Admin.
- Under Message, click Platforms.
- Click Add Platform.
- Click Add in the WhatsApp Messenger tile.
- When you see the Authorization dialog box, read the contents carefully, and click Confirm.
- WhatsApp has approved you.
- Your certificate is valid.
If you complete the procedure, realize that you are missing required information, and then immediately delete your WhatsApp integration, you are still charged for an entire month.
- When you see the WhatsApp Messenger dialog box:
- In the Name box, type a name that you want to assign to your WhatsApp Messenger integration.
- In the Phone Number box, using the E.164 format, enter the phone number associated with your WhatsApp account.
- In the Certificate box, enter your WhatsApp integration certificate.
- Click Save.
Activate your WhatsApp integration
When you see the status of your WhatsApp integration change to Incomplete, it is ready for activation.
- Click Finish Setup.
- You see your phone number and receive a prompt to select the method that you want to use to receive your validation code. Click either Send SMS or Voice.
- If you choose Voice activation and your phone number routes to an IVR, you must temporarily reroute the number directly to a person so they can receive the activation code.
- Retrieve the validation code sent to your phone number by the method you chose.
- Type the code in the Enter the validation code box and click OK. The status of your WhatsApp integration shows Pending.
- In a few minutes, you see that the status of your WhatsApp integration is Active.
Select a supported content profile
When you see the status of your WhatsApp integration change to Active, you can optionally update your WhatsApp Messenger configuration by selecting a supported content profile. If you do not select a supported content profile, the integration uses your organization’s default content profile.
- Click Admin.
- Under Message, click Platforms.
- In the Platforms list view, select your WhatsApp Messenger platform and click Configure.
- In the Supported Content box, select a profile.
- Click Save.
Request a QR code and short link for your WhatsApp number
After you have your WhatsApp integration up and running, you can associate a QR code/short link with your WhatsApp integration. This QR code or short link enables your customers to use WhatsApp to start a conversation with your agents in Genesys Cloud by scanning a QR code or entering/clicking a numeric short code. For more information, see New Ways to Reach a Business on WhatsApp.
To request a QR code/short link for your WhatsApp integration, download the Request a WhatsApp QR code form.
Return the completed form to GenesysCloudWhatsAppRequests@genesys.com.