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  • 1.  Whatsapp capabilities supported with Salesforce CTI

    Posted 10-16-2024 07:26
    No replies, thread closed.

    Hi! I'm working with a customer who is asking for delegated WhatsApp routing with Salesforce. My question is, if the agent is using the CTI Connector, are these channel capabilities still supported?

    If not, which are supported?

    Thanks!


    #Unsure/Other

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    Maria de los Angeles Paredes Piscione
    Presales Manager
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  • 2.  RE: Whatsapp capabilities supported with Salesforce CTI
    Best Answer

    Posted 10-16-2024 08:19
    No replies, thread closed.

    Hello Maria, 

    Genesys Cloud can route inbound message interactions from third-party messaging platforms (such as Facebook Messenger, WhatsApp), SMS, and Genesys Cloud web messaging. Genesys Cloud can also send outbound SMS messages.

    Everything you see with a green check mark is supported within the Salesforce CTI. This is because all routing and behind the scenes work is done in Genesys Cloud. The CTI just picks it up while the agent is working in the Salesforce environment. 

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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    Original Message


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