Using WhatsApp with Contact Center

Once you have finished configuring MessageBird and integrating it with UNIVERGE BLUE® ENGAGE Admin Portal, the WhatsApp messaging service will work. The system will be able to receive incoming messages to the WhatsApp number you set up, and Agents will be able to start a chat in either the CCA Desktop application or the WebAgent application.

• In the CCA Desktop application, the following user information will appear in the header of the chat window:
  
  

  Open

  

  • Phone number: The user's phone number.

  • Nickname: The user's nickname.

  • Inquiry: The first message from the user.TIP None of the other fields show any information.

• In the WebAgent application, the system will display the following information:

  Open

  

  • Phone number: The user's phone number.

  • Type of interaction: SMS.

  • Name of the chat queue: The chat queue assigned to this WhatsApp number.

  • Customer inquiry: The first message from the user.

• In WhatsApp, the end user will be able to see the messages they sent to the Agent and the messages they received. If you configured any settings for your SMS number as explained in Configuring a WhatsApp number in CC Admin Portal, they will appear accordingly.