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  • 1.  Whatsapp Typing Indicator || Automatic Generation

    Posted 09-06-2026 13:44

    Hello Team,

    Does anyone know if it is possible to send typing indicator events automatically from Genesys Cloud for the native WhatsApp integration?

    I know the official Genesys documentation states that typing indicators are not natively supported for WhatsApp, but I'm exploring whether there is a possible workaround using Architect, Data Actions, APIs, or another approach.

    Use case:

    • Customer sends an inbound WhatsApp message.

    • The interaction is routed to an external Bot through the Bot Connector.

    • The Bot takes around 10 seconds to process and return a response.

    • During this waiting period, I'd like to send a WhatsApp typing indicator to make the experience feel more natural and improve the customer experience.

    Meta provides an API for sending the typing indicator, but the request requires the WhatsApp message ID (wamid).

    My main question is: does the Genesys message ID represent the same WhatsApp/Meta message ID, or is it a Genesys-generated identifier? For example, can Message.Message.id from Architect be used directly with Meta's API?

    If the IDs are not the same, is there any way to retrieve or map the original WhatsApp wamid from the Genesys interaction?

    Has anyone tried implementing something similar through a Genesys Data Action / Architect flow, or found another workaround for the native WhatsApp integration?

    Any ideas or experience would be greatly appreciated.

    Thanks!


    #API/Integrations
    #ArchitectandDesign
    #DigitalChannels
    #Implementation

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    Mohamed Elberry
    Senior Genesys System Engineer
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  • 2.  RE: Whatsapp Typing Indicator || Automatic Generation
    Best Answer

    Posted 09-07-2026 08:14

    From what I can find, I don't think this is currently possible with the native WhatsApp integration.

    Message.Message.id appears to be a Genesys-generated ID rather than the WhatsApp wamid, and I couldn't find a documented way to retrieve the original wamid through Architect or a Data Action.

    As Meta requires the wamid to send the typing indicator, it doesn't look like there is a supported workaround for this at the moment.

    Would be interested to hear if anyone in the Community has found another way of achieving this though!



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    Tracy
    Genesys
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  • 3.  RE: Whatsapp Typing Indicator || Automatic Generation

    Posted 09-07-2026 08:27

    Hi Mohamed,

    From a native perspective there is a feature to vote/comment on in the ideas lab. I'm not aware that Meta ID is made available in the Genesys API.

    https://genesyscloud.ideas.aha.io/ideas/CETPDC-I-67



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    Richard Chandler
    Connect
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    Original Message


  • 4.  RE: Whatsapp Typing Indicator || Automatic Generation

    Posted 09-07-2026 08:30
    Edited by Narasimha Valluri 09-07-2026 08:48

    Hi Mohamed,

    Genesys Cloud does not appear to support typing indicators for WhatsApp.

    You can refer to the Channel, Bot, and Touchpoint Capabilities Comparison article, where Typing Indicators are listed as a supported capability for specific channels and integrations.

    for web messages its supported

    check if this helps 

    Genesys Cloud Developer Center 



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    Narasimha
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