Hi,

 I am trying to add new WhatsApp integration with genesys cloud. I have created the new integration with Facebook validation and entered the phone number without plus prefix, But I am getting error as " Prefix" is needed. Hence I entered the prefix and saved the configuration with proper message routing.

While testing we found that an extra plus sign is being added and the interactions are not getting routed properly. On investigating this, we found that our previous WhatsApp configuration telephone numbers are added without PLUS prefix sign which are working fine. 

I am cofused with this issue now. We are not receiving the WhatsApp interactions for the new number and we couldn't remove the plus sign either. 

Kindly provide the resolution if you have.

Hello Pattabiraman,

I wanted to let you know that, out of an abundance of caution, I removed your attached image because it contained a phone number in the screenshot. In order to track down where/how the +sign is being added to the number, you will want to open a case with our Routing & Architecture team with Customer Care. Please report back and let us know what they are able to find in their investigation.