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  • 1.  WhatsApp - Video Notes

    Posted 02-27-2024 05:37

    On WhatsApp you're able to send video notes as well as voice notes. However from testing if as a user I send a video note it shows as delivered but from an agents side they don't even see the customer has sent one. 

    Are Genesys planning to allow video notes or at least send a notification to the customer to say not supported in the meantime?


    #DigitalChannels

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    Karl Beal
    Severn Trent Water
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  • 2.  RE: WhatsApp - Video Notes

    Posted 02-27-2024 22:57

    I doubt that this was even considered.  @Angelo Cicchitto, did you think of this yet?  If not, I added this idea:  Add support for video notes | Genesys Cloud Ideas Portal (aha.io).  

    Karl, go in and vote on it and add a business use case for it for Angelo.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: WhatsApp - Video Notes

    Posted 02-28-2024 03:47

    Thanks Robert, have voted and also added a comment. 



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    Karl Beal
    Severn Trent Water
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  • 4.  RE: WhatsApp - Video Notes

    GENESYS
    Posted 02-28-2024 14:28

    Does WhatsApp for Business support Video Messages? According to comments from @Atul Nulkar in this 2023 Idea, the feature was not yet supported in WhatsApp for Business at that time.



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    Angelo Cicchitto
    Genesys - Employees
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  • 5.  RE: WhatsApp - Video Notes

    Posted 03-01-2024 03:10

    Hi @Angelo Cicchitto if not supported is there anything in the API that tells Genesys they've tried to send one so then Genesys could trigger a response saying not supported or at least tell the agent the customer has tried to send a video note?



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    Karl Beal
    Severn Trent Water
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  • 6.  RE: WhatsApp - Video Notes

    GENESYS
    Posted 03-01-2024 11:16

    Hi @Karl Beal: When you say video "note", could you share an example of how the user is sending it? Are they sending an inbound video file (like a .mp4/.mpg./ .mov file)? We do support inbound video on WhatsApp. Just did a quick test by recording an 11-second video from my iPhone. It was received in the Agent UI successfully as shown below. The agent is able to download the .mp4 file and view it.



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    Atul Nulkar
    Sr. Product Manager, Digital & Social
    Genesys
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  • 7.  RE: WhatsApp - Video Notes

    Posted 03-04-2024 03:30

    Hi @Atul Nulkar sending a video from your camera roll works fine on WhatsApp. To send a video note on WhatsApp when in a conversation hold down the camera button (next to mic bottom right) and it will start a 3 second timer then you will record a video note. 



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    Karl Beal
    Severn Trent Water
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  • 8.  RE: WhatsApp - Video Notes

    GENESYS
    Posted 03-05-2024 21:07

    Hi @Karl Beal: Thanks for clarifying! I can confirm based on tests that Video notes are not supported on the WhatsApp Business Platform yet. WhatsApp is returning an error message indicating that this message type is currently not supported. It's odd that WhatsApp is allowing this feature in the app for Business Accounts, in spite of the fact that the WhatsApp Cloud APIs do not support it. I do agree that it's not a great user experience.

    We are doing some research to see how we can handle unsupported message type events like these. 

    Thanks,
    Atul



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    Atul Nulkar
    Sr. Product Manager, Digital & Social
    Genesys
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