Introduction

Lab Objective

In this Lab, we will go through the tasks that are required to complete the basic whatsapp integration. You will be able to initiate a Whatsapp contact to the Contact Center and be able to accept/respond to the contact by logging in as an agent.

In this lab you will be configuring Whatsapp number settings, Assets, Entry Point and corresponding workflows. All these steps are required for integrating Whatsapp with our application.

Pre-requisite

You recived an admin credentials to configure in Managment Portal and Webex Connect.
You recived the Whatsapp number associated with your tenant.
You have successfully completed the previous Lab Preconfiguration

Lab Section

Step 1. Verify Whatsapp Number Assignment

Login to your respective Webex Connect UI using the provided URL https://cl1podX.imiconnect.io/ (where X is your POD number).
Navigate to Assets > Numbers and verify that the tenant you are using has a SMS number assigned

Note: Whatsapp Numbers cannot be procured directly from the WxCC integrated Webex Connect tenant. For production use, please note that customers will have to work with Partners to go through a procurement process to enable Whatsapp and get numbers assigned to the tenant.

Identify and make note of the APP ID (We will need this later in the flow configuration)

Select actions and click Manage

Identify and make a note of the Number and WABA ID (We will need this later in the flow configuration)

Step 2. Whatsapp Asset registration to WebexCC

In the Whatsapp number assigned, under actions select the ‘Manage’ option

Click ‘Register to WebexCC option’

In the resulting window, select a service under which this asset would be managed

Verify that the ‘Register to Webex CC’ option is now disabled and there is a message indicating the time when the asset was registered along with the service to which it is assigned.

Step 3. Whatsapp Entry Point and Queue creation

Login to Webex Contact Centre administration portal
Click on Provisioning and select Entry Points/Queues > Entry Point.
Click on New Entry Point.

Input Name as Whatsapp_EP.
Select Social Channel in the Channel Type section.
Select Whatsapp in the Social Channel Type section.
Leave the Asset Name as appered value Whatsapp Asset assigned in your Connect tenant.
The Time Zone can stay as default value.
Click on Save after comparing your values with the screenshot below.

Click on Provisioning and select Entry Points/Queues > Queue.
Click on New Queue.

Input Name as Whatsapp_Queue.
Select Social Channel in the Channel Type section.
Click Add Group in the Conversation distribution section.

Select the Agent based teams created in the previous lab and click Save . Once saved, click Close to exit this window.

Input Maximum Time in Queue as 300.
The Time Zone can stay as default value.
Click on Save after comparing your values with the screenshot below.

Step 4. Create/Upload Whatsapp flow

Download the Whatsapp flow from the GitHub page.
Navigate to Webex Connect Flows -> v2.1 -> WAB Inbound Flow.workflow.zip, select the zip file and click download.

Unzip the downloaded file.
Go to Webex Connect, click on Services and select the service in which the Asset is created in step 2. It should be My First Service
In the service click on FLOWS -> CREATE FLOW
Enter the FLOW NAME as Whatsapp Inbound Flow, select the TYPE as Work Flow and under METHOD select Upload a flow.
Drag and drop the WAB Inbound Flow.workflow flow that is downloaded in zip file, click CREATE

Once the flow is saved, the ‘Configure Whatsapp Event’ node will open. Select incoming message as trigger and click Save

Open Custom variables and update the value for WANNumber , WANumber_Countrycode and appid (These are the values that were identified in Step-1)

In the created workflow find the Queue Task, click twice, select the QUEUE NAME as Whatsapp_Queue and click on SAVE.

Finally click on Make Live on top right corner and click Make Live.

Wait for 2 minutes and verify that the flow is published successfully.

To top of this lab

Verification - send Whatsapp message and accept the request

In your personal mobile phone, add the Whatsapp number configured in the previous step as a new contact. (The screenshot is for reference. Please use the number assigned to your pod)