Configure ACD messaging for WhatsApp

View summary

To get started, set up a new WhatsApp Messenger integration in your Genesys Cloud organization by performing the following steps:

1. Click Admin.
2. Under Message, click Platforms.
3. Click Menu > Digital and Telephony > Message > Platform Integrations.
4. Click Create New Integration.
5. Click WhatsApp Messenger.
6. 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. 
7. Log in to your Facebook account.
8. Click Get Started to connect to your account to Genesys Cloud.
9. Select your business portfolio.
10. Click Next.
    Note: You may have access to multiple Meta business portfolios. Select the one that you want to associate with your WABA.
11. 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.
12. 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.
13. Click Next.
14. In the Phone Number field, add your WhatsApp phone number.
15. Select the preferred verification method. You can verify your number using either Text Message or Phone Call method.
16. Click Next.
17. In the Verification Code field, enter the 6-digit verification code.
18. Click Next to verify your number. 
19. Choose the Facebook pages that you want Genesys Cloud to access and click Continue.
20. Review what Genesys Cloud is requesting permission to do and click Continue.
21. After Meta has verified all information, click Finish.
22. 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 six 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.
23. 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. Click Menu > Digital and Telephony > Message > Platform Integrations.
4. In the Platforms list view, select your WhatsApp Messenger platform.
5. Click Configure.
6. In the Supported Content box, select a profile.
7. Click Save.