WhatsApp Embedded Signup Flow overview

Prerequisites
  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
  • Messaging > Integration > All permissions
  • Access to your Meta business portfolio (as part of your Meta business suite or business manager account). The business or brand that interacts with WhatsApp customers represent the Meta Business Portfolio and must own the Business Manager account. A Business Portfolio account owned by a partner or ad agency is not accepted on-behalf of the business or brand.
  • A valid WhatsApp business phone number that can receive SMS or Voice calls for verification. For more information about phone number requirements, see Manage your WhatsApp business account.
  • Inbound Message Flow/Digital Bot Flow for routing incoming WhatsApp messages from customers.
  • Get opt-in for WhatsApp. Businesses are required to obtain an opt-in before opening conversations with customers outside the 24-hour window. For more information, see the Get Opt-in for WhatsApp page on the Facebook for Developers website.

Genesys Cloud WhatsApp Embedded Signup flow enables the customers and partners to onboard to the WhatsApp business platform directly within Genesys Cloud. It allows you to create WhatsApp integrations without leaving the Genesys Cloud interface. The process combines the onboarding steps within a single flow and enables you to connect your Meta Business Manager and WhatsApp business accounts (WABAs) to Genesys Cloud, verifies, and registers the phone numbers instantly.

The WABAs created using Embedded Signup are always owned by the business user and automatically shared with Genesys. Customers and partners can manage all WhatsApp assets (phone numbers, business profiles, message templates) directly from the Meta Business Manager. For more information about managing a WhatsApp business account, see Manage a WhatsApp business account. 

You can track and monitor the insights data related to your messages and view approximate pass-through charges for your WhatsApp conversations directly from your Meta Business Manager.

Note: Do not create new WhatsApp business accounts or add WhatsApp phone numbers to your accounts from your Meta Business Manager. Follow the Embedded Signup Flow process to connect and integrate your WhatsApp numbers in Genesys Cloud.

The following video provides a demonstration on how to set up your WhatsApp Messenger integration.

Note: Ongoing innovation might cause the UI to appear differently.

To set up a new WhatsApp Messenger integration in your Genesys Cloud organization, perform the following steps:

  1. Click Admin.
  2. Under Message, click Platforms.
  3. Click Create New Integration.
  4. Click WhatsApp Messenger.
  5. Click the Facebook Login button to initiate the Embedded Signup flow. Depending on your browser’s settings, a new dialog box or tab is displayed. 
  6. Log in to your Facebook account.
  7. Click Get Started to connect to your account to Genesys Cloud.
  8. Select your business portfolio.
  9. Click Next.
    Note: You may have access to multiple Meta business portfolios. Select the one that you want to associate with your WABA.
  10. Choose your WhatsApp Business Account.
    Note: Create a new WABA if it is your first time going through the Embedded Signup process. If you have used Embedded Signup before and created a WABA previously, select your existing WABA instead.
  11. Choose Create a new WhatsApp Business Profile and perform the following steps:
    1. In the WhatsApp Business Account Name field, enter the business account name.
      Note: This step is required only when it is a new WABA.
    2. In the WhatsApp Business Display Name field, enter the display name.
    3. In the Category field, select the category.
  12. Click Next.
  13. In the Phone Number field, add your WhatsApp phone number.
  14. Select the preferred verification method. You can verify your number using either Text Message or Phone Call method.
  15. Click Next.
  16. In the Verification Code field, enter the 6-digit verification code.
  17. Click Next to verify your number. 
  18. Choose the Facebook pages that you want Genesys Cloud to access and click Continue.
  19. Review what Genesys Cloud is requesting permission to do and click Continue.
  20. After Meta has verified all information, click Finish.
  21. The Platforms page refreshes automatically. Complete the WhatsApp integration by performing the following steps:
    1. In the Phone Number field, enter the WhatsApp phone number. Use the E.164 format to enter the phone number. Include the + sign and full number with country and area code, without any other characters or white spaces.
    2. In the Name field, type a name that you want to assign to your WhatsApp Messenger integration.
    3. In the PIN field, enter any 6-digit PIN number to register your phone number on WhatsApp. Your PIN can be a combination of any six digits. You can use the same PIN for future actions on your WhatsApp phone number. It is encouraged that you save or store the PIN before you move on to creating your integration as Genesys does not persist this PIN. If you forget or misplace the PIN, you can change it from your Phone Number Settings page in your WhatsApp Manager.
    4. Click Create Integration.
  22. Click Confirm to create the integration. 

Once your WhatsApp integration is saved, navigate back to the Platforms page. You can view your integration in active status.

You can configure your inbound message routing to ensure that interactions reach your agents. For more information about adding inbound message routes and to associate the integration to your inbound message flow, see Add an inbound message route.

Once the WhatsApp integration is active, login to your Meta Business Manager or WhatsApp Manager to confirm that the corresponding phone number is in connected status. You can send or receive messages on this number using Genesys Cloud.

You can update your WhatsApp Messenger configuration by selecting the required supported content profile. For more information about supported content profiles, see Supported content profiles. If you do not select a supported content profile, the integration uses your organization’s default content profile. To select a supported content profile, perform the following steps:

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