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  • 1.  Use WhatsApp Flows Genesys

    Posted 9 hours ago

    Hi,

    Does Genesys support the use of WhatsApp Flows (Meta's structured forms) to be called using Arquitec (Digital Bot Flow) to handle interactions through the WhatsApp channel and manage responses?


    #ArchitectandDesign

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    Victor
    Analista Almawave
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  • 2.  RE: Use WhatsApp Flows Genesys

    Posted 8 hours ago

    Hi Victor,

    I was actually investigating exactly the same use case yesterday, so I'm very interested in this topic as well.

    Genesys Cloud already has a Form action in Architect Digital Bot Flows, which can collect multiple values and make the responses available as variables for downstream flow logic. However, according to the current Genesys documentation, this action is supported only for Apple Messages for Business and Genesys Web Messaging. Other channels follow the Failure path.

    The important point here is that Meta WhatsApp Flows is a different capability from the Genesys Form action.

    What I would really like to understand is whether Genesys currently has - or plans to provide - native support for the actual Meta WhatsApp Flows capability.

    Ideally, the use case would be:

    Architect Digital Bot Flow → send a WhatsApp Flow → customer completes multiple fields inside the native WhatsApp experience → response payload returns to Architect → values become available as flow variables / participant data → continue the journey or transfer them to the agent.

    This would be extremely useful compared with collecting the same information through several sequential bot questions.

    I also couldn't find documentation showing a supported native way to invoke a Meta WhatsApp Flow through the Genesys WhatsApp integration and consume its response payload in Architect.

    So I would add a few questions to yours:

    • Can a WhatsApp Flow created in Meta/WhatsApp Manager be invoked through the native Genesys Cloud WhatsApp integration?
    • Can the returned Flow payload be consumed directly by Architect?
    • If this is not supported today, is it already on the roadmap or associated with an existing Product Idea?
    • Is there any supported API-based approach that would allow this without introducing an external BSP or middleware?

    Following this discussion closely. This capability would open up some very interesting structured-data collection scenarios inside WhatsApp.



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    Fernando Sotto dos Santos
    Consultor de Atendimento Senior Grupo Casas Bahia
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