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  • 1.  WhatsApp and Salesforce Integration

    Posted 08-17-2023 22:06
    No replies, thread closed.

    Hi all,

    I would like to know if it can route inbound WhatsApp interactions through Salesforces Integration. After ending WhatsApp conversation, can I create a new case for Salesforce directly?

    Thanks

    Michael


    #Integrations

    ------------------------------
    Michael Suen
    Continuous Technologies International Limited
    ------------------------------


  • 2.  RE: WhatsApp and Salesforce Integration

    Posted 08-20-2023 18:10
    No replies, thread closed.

    Yes, the Salesforce CTI from Genesys and our Ttec OneView both support routing of WhatsApp messages into the embedded framework for Salesforce allows all the capabilities like screen pop and auto-creation of cases.  



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



  • 3.  RE: WhatsApp and Salesforce Integration

    Posted 08-20-2023 21:57
    No replies, thread closed.

    Hi Robert,

    Thanks for the info. How the OneView works the WhatsApp messages for Salesforce? Could you please provide more information or any screenshots?

    Regards

    Michael 



    ------------------------------
    Michael Suen
    Continuous Technologies International Limited
    ------------------------------

    Original Message


  • 4.  RE: WhatsApp and Salesforce Integration

    Posted 08-20-2023 23:38
    No replies, thread closed.

    Yes it supports all messaging channels including WhatsApp.  Here is the link to the listing: Genesys AppFoundry - TTEC Digital OneView (mypurecloud.com)

    Here is the messaging widget with a WhatsApp message.  I copied the CTI screen as well so you can see that it is a WhatsApp message.
       



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

    Original Message


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