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Hello Everyone,

#Integrations

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Nirav Kumarsahu
Customer Solution Design Professional
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Hi Nirav,

I haven't personally implemented a WhatsApp integration yet, but based on the documentation, a Meta Business Account and a WhatsApp business phone number are a good start. There are, however, a few additional prerequisites to complete the integration.

You'll also need:

• A supported Genesys Cloud CX licence with the required Messaging permissions.
• Access to the Meta Business Portfolio that owns the WhatsApp Business Account.
• An Inbound Message Flow (or Digital Bot Flow) in Architect to route incoming WhatsApp conversations.
• To ensure your use case complies with Meta's customer opt-in requirements where applicable.

The documentation also recommends using the Embedded Signup flow within Genesys Cloud, rather than creating the WhatsApp Business Account or adding the phone number directly in Meta Business Manager, as this ensures the WhatsApp number is properly connected to Genesys Cloud.

Hope this helps!

Reference links:

• WhatsApp Embedded Signup overview: https://help.genesys.cloud/articles/whatsapp-embedded-signup-self-service-onboarding-overview/
• WhatsApp Business Messaging and Calling FAQ: https://help.genesys.cloud/faqs/whatsapp-business-messaging-and-calling/

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Phaneendra
Technical Solutions Consultant
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Hello! You already have the two most important pieces your Facebook Business Account and your WhatsApp number-but completing the integration will require a few additional items. Think of it like setting up a new phone line for your business: you need to prove you own the number and connect it to the right "business file." In Genesys, this is done through a guided process called the Embedded Signup flow, which walks you step by step through the entire setup. All you really need to do is log in to your Facebook account, and the system will help you select or create a WhatsApp Business Account (the "business file" that holds all your settings) and register your phone number there.

The phone number you plan to use cannot be actively linked to the regular WhatsApp mobile app on your personal phone, it must be "free" to be used for business purposes. When you register it, you will receive a verification code via SMS or a voice call, which you'll type into the system to confirm you own that number. You will also be asked to create a six-digit PIN to secure the number on the business platform; it's a good idea to write this PIN down somewhere safe, because Genesys won't save it for you. Additionally, your number must be written in a specific international format, starting with a plus sign (+) followed by the country code and the number itself, without any spaces or dashesli ke +5511987654321 for a Brazilian number, for example.

Once you complete these verification steps within the Genesys interface, you just need to give your integration a name and assign it to your messaging settings, and you're ready to start using WhatsApp. The whole process is designed to be straightforward and guided, so you don't need to be a technical expert to get it done. If your business sends more than 2,000 messages to customers in a single day, you may eventually have the option to enable voice calling as well, but that is an extra feature you can explore later. With your Facebook Business Account and WhatsApp number already in hand, you are well on your way to completing the integration!

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Camila Meneghini
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