wchavez | 2020-01-07 15:03:17 UTC | #1
Good morning Forum:
I appreciate your help with these questions:
- We are interested in develop a software architecture that enable us to receive any type of customer whatsapp message (text, voice notes, stickers, emojis, images and files) in a current conversation with a PureCloud Agent of the Contact Center, using the WhatsApp API or an other provider in LATAM like Wavy, and then to send the message received to the current agent. Is this possible to get done with all the types of message?
- We tought use the Guest Chat API as the Software component that enable us to stablish a session between an external system and PureCloud in order to do so. Is this approach right or we have to use other API?
Thank you.
tim.smith | 2020-01-07 15:23:17 UTC | #2
Have you looked at our native integration to WhatsApp? https://help.mypurecloud.com/articles/set-up-acd-messaging-for-whatsapp/
You can build your own integrations using the Guest Web Chat APIs. The general idea is that you'll need to manage the web chat JID for each external chat session and wire up the notification channels and messages between the correct conversations.
wchavez | 2020-01-07 16:30:06 UTC | #3
Thank you Tim for your explanations and suggestions. What type of whatsapp messages do this integration supports, all of the above?
tim.smith | 2020-01-07 22:37:09 UTC | #4
The link above is the only documentation for the whatsapp integration that I'm aware of, and it doesn't appear to discuss features of the integration. I would recommend emailing the address listed on that page or posting on the PureCloud Community Forum regarding the integration since it's a base product feature.
wchavez | 2020-01-07 22:38:46 UTC | #5
Thank you Tim, I understood.
system | 2020-02-07 22:38:47 UTC | #6
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