Genesys Cloud - Main

Hi,

We have some problems with WA numbers.

The agent sends a WA message to the customer. He sends the "approved template" to the customer, of course, he uses the "local phone number", without a "country code"  (something like 05Y-XXX-XXXX),  the system qualifies it as an outgoing conversation.

When the customer sends any replay, his message comes as a "new" inbound conversation, and it comes from the "full phone number", with a "country code" (+972 5Y-XXX-XXXX).

Maybe, someone has a solution for this problem?

Is it possible to create some "rule" (maybe some 3rd party product) for automatic conversation of the "local phone number" number to the "full phone number"?

Maybe it's possible to configure Genesys Cloud that will relate to the "local phone number" and "full phone number" as the same number?

Hello Yvgeni,

That certainly does sound odd. Have you tried to captured the number and try to strip out the country code? I am curious if anyone else has an answer for you in the community.

Hi,

We have some problems with WA numbers.

The agent sends a WA message to the customer. He sends the "approved template" to the customer, of course, he uses the "local phone number", without a "country code"  (something like 05Y-XXX-XXXX),  the system qualifies it as an outgoing conversation.

When the customer sends any replay, his message comes as a "new" inbound conversation, and it comes from the "full phone number", with a "country code" (+972 5Y-XXX-XXXX).

Maybe, someone has a solution for this problem?

Is it possible to create some "rule" (maybe some 3rd party product) for automatic conversation of the "local phone number" number to the "full phone number"?

Maybe it's possible to configure Genesys Cloud that will relate to the "local phone number" and "full phone number" as the same number?

Dear Jason,

Many thanks for Your response.

I'm not sure if I understand Your answer. Where can I "capture"  the number (Are you talking about an inbound message?)? 

Hello Yvgeni,

That certainly does sound odd. Have you tried to captured the number and try to strip out the country code? I am curious if anyone else has an answer for you in the community.

Hi,

We have some problems with WA numbers.

The agent sends a WA message to the customer. He sends the "approved template" to the customer, of course, he uses the "local phone number", without a "country code"  (something like 05Y-XXX-XXXX),  the system qualifies it as an outgoing conversation.

When the customer sends any replay, his message comes as a "new" inbound conversation, and it comes from the "full phone number", with a "country code" (+972 5Y-XXX-XXXX).

Maybe, someone has a solution for this problem?

Is it possible to create some "rule" (maybe some 3rd party product) for automatic conversation of the "local phone number" number to the "full phone number"?

Maybe it's possible to configure Genesys Cloud that will relate to the "local phone number" and "full phone number" as the same number?

Hi Yvgeni,

I have tested and found the same challenge. This was raised with care but requires a new feature to normalize the number. This is currently under PM review. Please vote on the idea.

Reformat international numbering for Outbound WhatsApp in behalf of queue

https://genesyscloud.ideas.aha.io/ideas/CETPDC-I-30

Dear Jason,

Many thanks for Your response.

I'm not sure if I understand Your answer. Where can I "capture"  the number (Are you talking about an inbound message?)? 

Hello Yvgeni,

That certainly does sound odd. Have you tried to captured the number and try to strip out the country code? I am curious if anyone else has an answer for you in the community.

Hi,

We have some problems with WA numbers.

The agent sends a WA message to the customer. He sends the "approved template" to the customer, of course, he uses the "local phone number", without a "country code"  (something like 05Y-XXX-XXXX),  the system qualifies it as an outgoing conversation.

When the customer sends any replay, his message comes as a "new" inbound conversation, and it comes from the "full phone number", with a "country code" (+972 5Y-XXX-XXXX).

Maybe, someone has a solution for this problem?

Is it possible to create some "rule" (maybe some 3rd party product) for automatic conversation of the "local phone number" number to the "full phone number"?

Maybe it's possible to configure Genesys Cloud that will relate to the "local phone number" and "full phone number" as the same number?