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Using PureSocial API to Automate WhatsApp Template Notifications Integrated with Genesys Cloud CX

  • 1.  Using PureSocial API to Automate WhatsApp Template Notifications Integrated with Genesys Cloud CX

    Posted yesterday

    I recently implemented an integration between PureSocial and Genesys Cloud CX for a customer, enabling fully automated WhatsApp template (HSM) notifications using PureSocial's API while maintaining the entire customer service journey inside Genesys.

    The design works like this:

    • The customer's backend triggers a PureSocial API call to send a WhatsApp template message automatically (no manual agent action needed).

    • PureSocial delivers the HSM to the end user and forwards the session back into Genesys Cloud CX.

    • The interaction continues naturally inside Genesys (queueing, routing, bot flow, agent handling, transcripts, analytics, etc.).

    • All metadata from PureSocial (template ID, customer data, context) is passed through to Genesys for use in routing logic or downstream reporting.

    This setup helped the customer automate their outbound WhatsApp workflows while keeping the full service experience centralized within Genesys Cloud CX.


    #Architect
    #DataActions
    #Integrations
    #PlatformAPI

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    Raphael Poliesi
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