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Hi Community,

I am working on a requirement for a client where customers using WhatsApp interactions will send their identification documents in formats such as PDF or DOCX.

We need to:

1. Capture these documents when they are sent by the customer in WhatsApp.

2. Process them within either a Digital Bot Flow or an Inbound Messaging Flow.

3. Forward the received files to the CRM system via an API request.

Could anyone please guide me on how to handle such document attachments in Genesys Cloud for WhatsApp? Is there any configuration, data action, or best practice available to achieve this?

Any documentation references, examples, or implementation steps would be greatly appreciated.

Thank you in advance for your support.

One way to capture this file is through Architect, where during the user's IVR navigation you can capture the attachments using the media system variables: Message.Message. Inside the attachments section, Genesys provides a URL for consumption, which you can use to send to your CRM and process the file there. This is a ready-to-use download URL.