Genesys Cloud - Main

Hi everyone,

We're working on a WhatsApp use case and would appreciate some insight.

Use case:

• A customer starts a WhatsApp conversation with an agent.

• During the conversation, the customer indicates they'd like to register for Product X.

• Instead of the agent asking one question at a time, we'd like to send the customer a WhatsApp form or structured flow - allowing them to provide all required details in one go (e.g., name, ID number, email, etc.).

• Once the customer completes the form, we need the completed input returned to the agent in a way that they can act on it (ideally within the same conversation or via a notification).

Has anyone implemented something like this using Genesys Cloud with WhatsApp?

Specifically:

• How can we send a structured input form (or simulate one) via WhatsApp?

• How can we receive the completed form data and make it visible to the agent?

Any guidance or recommended approach (Architect, bots, external forms, etc.) would be appreciated!

Thanks in advance,
Ebrahim

#ArchitectureandDesign
#Roadmap/NewFeatures

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Ebrahim Abdula
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Hello Ebrahim,

Have you looked at About third-party messaging, that might give you a bit more insight into WhatsApp messaging and WhatsApp templates for the form.  Hopefully others in the community can add how they route the interactions back to the agent if they leave WhatsApp etc

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi,

We use WhatsApp extensively, currently Genesys doesn't support the WhatsApp forms, what we do is have an "IVR" using digital menus so we would ask if they want to do X, if they do we drop it into a digital bot flow, collect the answers to the questions and then present the information to the agent on the data script

Andy

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Andy Jackson
Senior Unified Communications Engineer
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