Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Transfer from call flow to whatsapp number

    Posted 01-16-2025 10:44
    No replies, thread closed.

    Hi,

    Need to know a way to transfer call interactions in the inbound call flow to send a WhatsApp message or transfer the call to WhatsApp messaging flow.

    Scenario is, customer calls and directed to call flow, message says "if you need to take your request over WhatsApp, press 1", then the call redirected to WhatsApp flow using the customer number.

    Thanks in Advance.

    #GenesysCloud #ArchitectFlow #Whatsapp #Transfer


    #ArchitectureandDesign

    ------------------------------
    Ahmed Abdelghany
    Genesys System Engineer
    ------------------------------


  • 2.  RE: Transfer from call flow to whatsapp number
    Best Answer

    Posted 01-16-2025 11:08
    No replies, thread closed.

    Hello Ahmed, 

    Something like this doest currently exist in GC today. But this is not the first time I have seen a question like this. I cannot find any enhancement requests currently though. So this is your time to shine and submit the enhancement request.

    Another immediate path you could take is using Agentless Whatsapp notifications. 

    Hope this helps. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Transfer from call flow to whatsapp number

    Posted 01-17-2025 03:59
    No replies, thread closed.

    You could build a data action that runs to send a templated message, then the customer replies to the message they are in the whatsapp queue, there is a blueprint for this called digital deflection.



    ------------------------------
    Andy Jackson
    Senior Unified Communications Engineer
    ------------------------------



  • 4.  RE: Transfer from call flow to whatsapp number

    Posted 01-17-2025 09:55
    No replies, thread closed.

    The important part of what Andy is suggesting is to make sure you initiate the conversation with the WhatsApp approved template or it will not allow you to communicate with that user.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Transfer from call flow to whatsapp number

    Posted 01-20-2025 08:54
    No replies, thread closed.

    Appreciated, Everyone!

    This was really helpful, I was able to implement it using the Agentless WhatsApp notification feature.

    Thanks,

    Ahmed Abdelghany

    Genesys System Engineer



    ------------------------------
    Ahmed Abdelghany
    ------------------------------

    Original Message


Related Content