FAQs and List of known restrictions

FAQs

1. Can I have more than two Whatsapp phone numbers per account?
   No. The current version can only suppport a single WhatsApp phone number per UNIVERGE BLUE® ENGAGE account.

2. Can I have one WhatsApp phone number linked to several CC accounts? (For example, enter duplicate settings in the CC Admin Portal MessageBird integration)
   No. You MUST link separate CC accounts to different WhatsApp phone numbers and have different settings (live key, sign key, phone number, channel ID).
   If you try to submit a setting already used on another account, MessageBird WILL NOT let you save the values. You WILL receive error messages, such as Channel ID is invalid, Live Key is invalid, or Business Number is invalid, depending on which value you are trying to duplicate, even if all the information is correct.

Known restrictions

In the current version, we can only support text messages. Attachments and emojis ARE NOT supported.

1. Attachments
   If a Customer attempts to send an attachment through WhatsApp, the Agent WILL NOT receive any messages in any of the Agent applications (CCA Desktop or WebAgent). However, if you have configured a message to be sent to the Customer upon the Agent receiving an SMS message (as explained in Configuring a WhatsApp number in CC Admin Portal), the Customer WILL receive the acknowledgement, which might prove confusing.

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2. Emojis
   If a Customer attempts to send an emoji through WhatsApp, the Agent will receive an incoming message with an unrecognizable symbol.
   This is what the Customer sees in WhatsApp:

   Open

   

   
   However, this is what the Agent sees in their Agent application: