Configuring WhatsApp for Agent Workspace
If enabled for your account, agents using Agent Workspace can initiate WhatsApp interactions and receive messages sent from WhatsApp.
Connecting WhatsApp business account (WABA) to VCC
To start using WhatsApp, you must first connect your WhatsApp business account to VCC. This can be done in VCC under Interaction Plans > Channels > WhatsApp Business. Once there, click the Add WhatsApp Business number button and follow the instructions to link your WABA to VCC.
Interaction Plan
To use WhatsApp in Agent Workspace, you must create a new WhatsApp destination in Interaction Plan Manager and map this to an interaction plan that will route WhatsApp messages to agents in Agent Workspace. For information about creating a WhatsApp destination and mapping a destination to an interaction plan, see the How do I create a new destination? and How do I create a new mapping? sections in Using Interaction Plans Manager.
When WhatsApp is configured for Agent Workspace, agents can receive and respond to chats sent from a WhatsApp client. For information, see Receiving and responding to chats in Agent Workspace.
For general assistance, please contact Customer Support.
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