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Hello everyone,

I am currently working with a WhatsApp Open Messaging integration in Genesys Cloud and would like to display Rich Links in messages sent to customers.

Could anyone clarify the prerequisites, required configurations, and any known limitations for using Rich Links with WhatsApp through Open Messaging? Are there specific settings that need to be enabled in the Open Messaging integration, messaging deployment, content profile, or elsewhere to ensure Rich Links are rendered correctly?

I would also appreciate any guidance on how to verify whether WhatsApp supports this feature in the current setup and what troubleshooting steps should be followed when the Rich Link is not displayed to the end user.

Thank you in advance for your help and insights. Any recommendations or best practices would be greatly appreciated.

Hello, @Giovanna Rebizzi

I would first confirm if you are using native WhatsApp or WhatsApp through Open Messaging, because the behavior may be different.

For native WhatsApp, Genesys supports Rich Links through the Send Rich Link action in Digital Bot Flows. For Open Messaging, I would validate if the connector/provider actually supports mapping that content to WhatsApp rich link/CTA messages. Otherwise, the customer may only see a normal clickable URL or plain text.

I would also check if the URL starts with https://, if the rich media/configuration profile supports the content type, and if the message has only one main link when testing previews.

In short, if you need true WhatsApp Rich Link behavior, I would confirm the channel/connector support first. The final rendering depends not only on Genesys, but also on what WhatsApp and the Open Messaging provider support.