Using Conversational Integration with WhatsApp (WhatsApp Cloud API)

Agents and requesters can use WhatsApp chat conversations through Virtual Agent to communicate across active interactions, notifications, and service channels.

An administrator can configure the Conversational Integration with WhatsApp (WhatsApp Cloud API) application for integrating the WhatsApp messaging app with a ServiceNow application. For more information, see Integrating the WhatsApp messaging app with other applications.

Agents and requesters can do the following:

• A live agent can initiate WhatsApp chat conversations with a requester.
• A requester can initiate WhatsApp chat conversations with a Virtual Agent or live agent.
• A live agent can accept WhatsApp chat conversations as work items from their Agent Workspace Inbox to converse with a requester.
• For logged-in customers, the system automatically identifies the customer by matching their phone number against the customer contact.

Initiating WhatsApp chat conversations

As a live agent, you can initiate WhatsApp chat conversations with a requester in two ways:

• Sending a message from an active interaction record, a contact record, or a consumer contact record.
• Setting up notifications to be sent to the requester when a business event occurs or when a record is updated. See Create a provider notification.

Note: The requester must subscribe and opt in to receive notifications.

Accepting WhatsApp chat conversations

As a live agent interacting with a requester over the WhatsApp service channel, you can do the following:

• Converse with the requester through text messages.
• Share a knowledge article displayed as a link to the requester.
• Share a record. For example, a customer service case.
• Share any URLs as links.
• Share any files as attachments.

Note: If an administrator configures the WhatsApp service channel for transfer of chat conversations, you can accept a work item from the WhatsApp chat conversation in your Agent Workspace Inbox. For more information, see Transfer WhatsApp chat conversations to live agents and Service channels.

• Enable WhatsApp channel notifications
  Turn on notifications for the WhatsApp channel to send system-generated messages and automated communications.
• Create a provider notification
  Execute the following steps to create a provider notification for Virtual Agent and Workspace providers.
• Transfer WhatsApp chat conversations to live agents
  Configure the Advanced Work Assignment application to transfer a WhatsApp chat conversation initiated by a requester to a live agent.
• Capturing information from a user in a WhatsApp chat conversation
  Use the collection of input controls provided by the Virtual Agent Designer to prompt and capture information from a requester in a WhatsApp chat conversation.
• WhatsApp Cloud API provider properties
  Use provider properties to customize the behavior of the Conversational Integration with Conversational Integration with WhatsApp (WhatsApp Cloud API) application.

Parent Topic:Conversational Integration with WhatsApp (WhatsApp Cloud API)