Genesys Cloud
Genesys Cloud to support Outbound WhatsApp Campaigns

Announced on Effective date Aha! idea
2025-03-17 - Aha! link

In a future release, Genesys Cloud will introduce support for outbound digital campaigns on WhatsApp. With outbound WhatsApp campaigns, businesses can automate and personalize large-scale messaging, similar to existing SMS and email campaign capabilities. This feature allows businesses to reach customers on WhatsApp with targeted, pre-approved messages for promotions, updates, and engagement. Administrators will have control over campaign execution and can track progress and analyze campaign performance within the analytics workspace. With this addition, Genesys Cloud expands its digital outreach capabilities, giving businesses more ways to connect with customers efficiently on a platform they already use. Previously, businesses using Genesys Cloud could send WhatsApp messages through agent-initiated conversations, queue-based messaging, or agentless notifications via API. 

This update brings key improvements to the contact list management interface:

When creating a contact list, a new WhatsApp Columns section will be available for outbound WhatsApp campaigns.

New columns

When you edit a contact list, four new WhatsApp-related columns will appear:

  • ContactableByWhatsApp
  • WhatsAppLastAttempt-Phone
  • WhatsAppLastResult-Phone
  • ContactableByWhatsApp-Phone (defined when creating the contact list)

Four new WhatsApp columns

Two new wrap-up codes will help diagnose validation errors in message templates:
• OUTBOUND-MESSAGE-HEADER-PARAMETER-VALUE-TOO-LONG
• OUTBOUND-MESSAGE-BUTTON-URL-PARAMETER-VALUE-TOO-LONG