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  • 1.  WhatsApp Embedded Signup Flow - Questions and suggestions

    Posted 2 days ago

    Dear Genesys Cloud Community,

    I am currently working on the implementation of Genesys Cloud for one of our clients. One of the tasks to be done is integration with WhatsApp. I have seen that Genesys Cloud provides integration through the Embedded Signup flow (link: https://help.mypurecloud.com/articles/whatsapp-embedded-signup-self-service-onboarding-overview/).

    Questions:

    1. Has anyone successfully performed this type of integration?
    2. What are the aspects to consider especially on the Meta Account/WABA side?
    3. Problems encountered?

    I could not find any posts related to this integration. Any input or suggestions are appreciated.

    Many thanks and Kind regards.


    #DigitalChannels

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    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
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  • 2.  RE: WhatsApp Embedded Signup Flow - Questions and suggestions

    Posted 2 days ago

    Hello Fabrizio, 

    I am going to try and answer your questions below. 

    While I cannot speak from experience as I have never had the need to implement this integration. I have seen it done successfully lots of times.

    For your second question. I am going to list the requirements for the Meta/WABA side. 

    • The first thing you will need is access to your meta business portfolio (through meta business suite or business manager account.)
    • You must own the business manager account. (Partner or ad agency-owned business portfolios accounts are not accepted.)
    • Valid Whatsapp business phone number capable of receiving SMS or Voice Calls for verification. 

    To help answer question 3 I am going to list out the technical requirements since every customer org is different you could run into different issues. But these will be the baseline technical requirements. 

    • Make sure you have the permission  Messaging > Integration > All Permissions
    • Make sure you have an inbound message flow/digital bot flow for routing incoming Whatsapp messages. 
    • Customer opt-in requirement for conversations outside the 24-hour window. 

    Hope this helps!



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: WhatsApp Embedded Signup Flow - Questions and suggestions

    Posted 2 days ago

    Dear Cameron,

    Many thanks for your reply.

    What you provided are the prerequisites also listed in the attached link in my original post. I have already looked at them.

    What I was looking for was input, advice and mistakes to avoid based on actual implementation of this integration.

    I can't believe I'm the first to attempt this integration. Perhaps it's easier than I imagine, which is why I can't find any posts about it in the community.

    Kind regards.



    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG - Technical Lead CIM
    ------------------------------

    Original Message


  • 4.  RE: WhatsApp Embedded Signup Flow - Questions and suggestions

    Posted yesterday

    Hi Fabrizio,

    It is straightforward, most of the time, however there are a couple of gotcha's some of which are documented.

    • Don't try to create a WABA and then use it with Genesys Cloud. Let the wizard create a new WABA. We've seen issues where currency etc. did not match.
    • Error messages are not always verbose but you can see more detail in the API Explorer for a failure
    • Make sure the number you are using you can call direct to get the code (e.g. if its the main number then redirect to a user or mobile when closed
    • Don't use a number that already has a personal WhatsApp account without checking steps beforehand
    • Consider the name carefully. If not approved you have to delete and re-add your integration
    • Start with a basic inbound flow to make sure its working
    • Try a standard Message Template before making your own and make sure the Language is down to dialect to match the canned response (again API Explorer for errors)

    Also Agents will need Messaging>Integration>View permission otherwise they get an error message when they receive an interaction.



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    Richard Chandler
    Connect
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    Original Message


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