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Configuring a WhatsApp number in CC Admin Portal

Owned by Karla Melendez
Jun 27, 2023
2 min read

WhatsApp is part of our SMS and Messaging services. As such, it inherits all the major functionalities from this service. This means that:

  • To use WhatsApp, the CC administrator MUST create a chat queue and assign Agents to it.
    FMI: See General Queue Information and Chat Queue Options for more details.

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

  • CC Administrators will be able to configure the settings for WhatsApp messaging just as it is done for other SMS providers:

    • Send a reply message when a message is received

    • Send a reply message when the queue is closed

    • Send a reply message when the queue is unattended

    • Receive new messages even if the queue is closed or unattended

To configure the messages for WhatsApp

  1. Log on to CC Admin Portal.

  2. Navigate to Configure > General > Queues. Click Manage SMS and Messaging.

  3. In the page that appears, search for the WhatsApp number you want to configure and click Edit.

  4. In the Edit SMS dialog box that appears, enter the following information:

    1. (Non-editable) SMS and Messaging: The WhatsApp number associated to this chat queue.

    2. (Non-editable) Channel: The type of SMS and messaging channel this is.

    3. Routing Action: Choose Send to Chat Queue to link the WhatsApp number to a chat queue.
      Important: Do NOT select Use for Dynotes for any WhatsApp number. Outbound notifications are NOT supported by WhatsApp. Using this function might get your account flagged and possibly disabled.

    4. Queue: The name of the queue linked to the WhatsApp number.

    5. Description: The purpose of the queue.

    6. Click to select any of the checkboxes to indicate how to respond to a Customer:

      1. Accept SMS and messaging even if queue is closed or unattended: If a WhatsApp message should be accepted even if the queue is closed or unattended.

      2. Reply when message is received: Enter the message to send when a WhatsApp has been received.

      3. Reply when queue is closed: Enter the message to send when the queue is closed.

      4. Reply when queue is unattended: Enter the message to send the queue is unattended.

  5. Click OK when done.

 

Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)