Introducing, a new messaging channel in Contact Center: WhatsApp. Supported via integration with MessageBird.

Important: In the current version, only PLAIN TEXT messaging will be supported.

When

• Jun 28: USA West, Canada

• Jun 29: USA East

Highlights

• Customers and Partners will be able to manage the new channel for communication between Agents and users.

• The Contact Center Administrator will be able to set up the integration between Contact Center Admin Portal and their existing MessageBird account.

• Through this integration, Contact Center Agents will be able to send and receive messages from Customers using a business phone number associated with the WhatsApp account.

• WhatsApp will become a part of the existing SMS service that includes Twilio. All major functionality will be inherited from the SMS service.

  • To use the new messaging provider, a chat queue MUST be created and have Agents assigned to it.

  • Provided the MessageBird integration is successfully set up, the WhatsApp number will appear in the list of other SMS numbers. Then it can be chosen for routing to the selected chat queue.

  • Similarly to the other SMS providers, the Contact Center Administrator will be able to configure the settings for WhatsApp messaging:

    • Send a reply message when the message is received

    • Send a reply message when the queue is closed

    • Send a reply message when the queue is unattended

    • Receive new messages only when the queue is closed or unattended

How do I get this feature?

• The new feature will be available to subscribers of Contact Center Platinum, or as an SMS and Messaging Add-on.

• Contact your Service Provider for information on how to purchase and activate the add-on.