Configure ACD messaging for WhatsApp Messenger

Prerequisites:
  • 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.

    Warnings:
    • 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:

    1. Click Admin.
    2. Under Message, click Platforms.
    3. Click Add Platform.
    4. Click Add in the WhatsApp Messenger tile.
    5. When you see the Authorization dialog box, read the contents carefully, and click Confirm.
    Warning: Before you proceed, you must understand that when you activate your WhatsApp integration, you immediately begin to incur the monthly fee. The monthly fee happens regardless of whether you can begin using your integration. So before you click Confirm, make sure that you have everything ready to begin using your WhatsApp integration:
    • 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.

    1. 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.
    2. Click Save.

    Activate your WhatsApp integration

    When you see the status of your WhatsApp integration change to Incomplete, it is ready for activation.

    1. Click Finish Setup.
    2. 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.
    3. Retrieve the validation code sent to your phone number by the method you chose.
    Warning: After you receive the validation code, you have 10 minutes to complete the procedure before the code expires.
    1. Type the code in the Enter the validation code box and click OK. The status of your WhatsApp integration shows Pending.
    2. In a few minutes, you see that the status of your WhatsApp integration is Active.
    Warning: If the status of your WhatsApp integration remains at Pending for more than a few minutes, a WhatsApp service may have failed to deploy properly. You must delete your WhatsApp integration and start over. If WhatsApp integrations are not activated within 30 days of creation, they are automatically deleted.

    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.

    1. Click Admin.
    2. Under Message, click Platforms.
    3. In the Platforms list view, select your WhatsApp Messenger platform and click Configure.
    4. In the Supported Content box, select a profile.
    5. 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.

    Note: You can use QR codes and short links to satisfy WhatsApp opt-in requirements for your customers. If you use either of these methods to establish opt-in and proactively contact customers, you must clearly state your business name and that by using a QR code or a short link, a user is agreeing to receive messages from your business.

    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.

    Tip: After you have your WhatsApp integration configured, you can add a WhatsApp Click to Chat button to your website or email signature. A Click to Chat button allows your customers to begin a chat immediately without the need to enter your company’s WhatsApp phone number manually. For more information, see Using Click to Chat on the WhatsApp site. If you need assistance, contact your Customer Success Manager.