Difference between revisions of "PEC-AD/Current/Agent/ADWhatsApp"

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|DisplayName=WhatsApp Chat
 
|DisplayName=WhatsApp Chat
 
|TocName=WhatsApp Chat
 
|TocName=WhatsApp Chat
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|Context=The Workspace Agent Desktop {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange chat messages with a contact. This is called a chat interaction. Chat interactions include Web Chat, WhatsApp messages, Facebook Messenger, Twitter Direct Messages, and SMS messages.
+
|Context=The Agent Workspace {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} channel enables you to exchange chat messages (interactions) with a contact. Chat interactions include Web Chat, WhatsApp messages, Facebook Messenger, Twitter Direct Messages, and SMS messages.
 
|ComingSoon=No
 
|ComingSoon=No
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|Platform=GenesysEngage-onpremises
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|Platform=GenesysEngage-cloud
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|Prereq=
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|Role=Agent, Supervisor
 
|Section={{Section
 
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|alignment=Vertical
 
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|structuredtext={{NoteFormat|
 
|structuredtext={{NoteFormat|
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* Due to continual changes to Agent Desktop, screen shots in this manual might show interface elements that are not yet available for this product or might not accurately reflect what you see in the product when you use it.
+
* Due to continual changes to Agent Workspace, screenshots in this document might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
−
* Some Workspace Agent Desktop features are available only for Genesys Engage Cloud users.
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* Some Agent Workspace features are available only for Genesys Multicloud CX users and some only for Genesys Multicloud CX on premises users.
 
|1}}
 
|1}}
  
−
The chat interaction is directed to your desktop, you exchange messages, and when either you or the contact ends the chat session, the interaction is ended and must be closed and marked as '''Done'''. However, sometimes you need to continue a chat conversation. Perhaps you had to take time to find additional information for the contact or initiate a business process in your company before continuing the conversation.
+
WhatsApp is a messaging service that enables the exchange of text messages, {{Link-SomewhereInThisManual|topic=ADChat|anchor=Emojis|display text=emojis}}, images, and Highly Structured Messages (HSM) between you and a contact through your computer. Typically, a contact sends you a message from a mobile device or computer. From your point of view, handling an WhatsApp chat session is no different from handling any other {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} session, whether you are handling a one time interaction or are continuing a conversation.
  
−
If your account is enabled for asynchronous chat, you can continue a chat interaction after the initial interaction is ended by using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} in the interaction window or the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}.
+
To start receiving WhatsApp interactions, set your status on the WhatsApp channel to '''Ready'''.
  
−
If you have not yet marked a closed interaction as '''Done''', in the '''Conversation''' tab, the transcript of your current interaction as well as all previous chat interactions with the contact is displayed. You can scroll through it or use the Search feature to find messages containing keywords. To reactivate the Chat session, type your message in the Message field and click '''Send'''.
+
{{NoteFormat|In some environments, agent status is set to '''Ready''' when the agent logs in. This means that WhatsApp interactions are directed to these agents upon login.|2}}
  
−
If you want to reactivate an interaction that is already closed and marked as '''Done''', in the '''Connect''' group, select the '''Communication''' tab, open the '''Contact''' panel and select the contact. All previous Chat interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click the '''Chat''' button ([[File:GAPI_900_Async_to_Chat_Interaction_Button.png|20px|link=]]) to open the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat interaction view}}.
+
When you receive a WhatsApp it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept a message, the WhatsApp interaction view opens on your Agent Workspace. It includes all the controls, information about the WhatsApp (Case Information), and Disposition and Note tabs where you can add information about the email. There might also be tabs on the right side of the view that contain contact information, history, and other features.
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|structuredtextwide=
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|FAQHeading=
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<!--When a WhatsApp interaction is routed to your desktop, y-->You handle the interaction by exchanging messages with your contact. If either you or the contact ends the session, the interaction is done. To close the interaction, you must mark it as '''Done'''. However, sometimes you must continue a WhatsApp conversation. Perhaps you had to take time to find additional information for the contact or start a business process in your company before continuing the conversation.
 +
 
 +
If your account is enabled for asynchronous chat, you can continue an interaction after the initial interaction is ended by using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} in the interaction window or the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}.
 +
 
 +
If you have not yet marked a closed interaction as '''Done''', in the '''Conversation''' tab, the transcript of your current interaction and all previous chat interactions with the contact is displayed. You can scroll through it or use the Search feature to find messages containing keywords. To reactivate the session, type your message in the Message field and click '''Send'''.
 +
 
 +
To reactivate an interaction that is closed and marked as '''Done''', perform these steps:
 +
 
 +
*In the '''Connect''' group, select the '''Communication''' tab.
 +
*In the '''Assigned Contacts''' view, select the contact.
 +
 
 +
All previous interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click '''Create WhatsApp Interaction''' ([[File:GAPI_900_Async_to_Chat_Interaction_Button.png|Create WhatsApp Interaction button.|alt=The Create WhatsApp Interaction button.|20px|link=]]) to open the {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat interaction view}}.
 +
|Status=No
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}}{{Section
 +
|sectionHeading=Connecting to the WhatsApp channel
 +
|anchor=Connecting
 +
|alignment=Vertical
 +
|structuredtext=When you select a contact from the '''Assigned Contacts''' view in the '''Communication''' tab, the list of channels and phone numbers available for a contact is displayed in the '''Contact Information''' area. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts.
 +
 
 +
[[File:GAPI 900 WhatsApp Communication Tab Channel Action Menu.png|Communications tab showing a WhatsApp interaction.|alt=The Communications tab in the Connect group showing a WhatsApp interaction.|500x500px]]
 +
 
 +
If the contact has a WhatsApp account that is not connected to your organization, send a request to WhatsApp to connect the account to your organization by clicking the '''Action''' menu next to the phone number and selecting '''Connect WhatsApp Channel''' (refer to the image above). When WhatsApp approves the request by indicating that the number is a valid WhatsApp number, the WhatsApp channel is displayed in the '''Contact Information''' area.
 +
 
 +
If the contact does not have a WhatsApp account for a phone number, ask the contact to confirm which number to use. If the number does not exist in the Contact Information in the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADcontacts|anchor=add|display text=Contact Directory}}, you can add the number. To refresh the Contact Information area, unsubscribe from the contact, and search for them again. When the number displays in the Contact Information area, select '''Connect WhatsApp Channel''' from the channel action menu next to the correct phone number.
 +
 
 +
After you have added the WhatsApp channel to the contact, the channel action menu contains two options:
 +
 
 +
*'''Create WhatsApp Interaction''': Create and send a new WhatsApp interaction to the contact.
 +
*'''Validate WhatsApp Channel''': If you get an error trying to send a WhatsApp message, validate that the WhatsApp channel is still available for the contact. If there is an error, a warning icon is displayed next to the channel in the '''Contact Information''' area.
 +
 
 +
{{NoteFormat|WhatsApp does not permit you to send regular WhatsApp messages to a contact immediately after the WhatsApp channel is added. You are only permitted to send {{Link-SomewhereInThisVersion|manual=Agent|topic=ADWhatsApp|anchor=NotificationTemplates|display text=Notifications}} to a contact until the contact replies.|}}
 
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}}{{Section
 
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|anchor=WhatsAppInteractions
 
|anchor=WhatsAppInteractions
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
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|structuredtext=Contacts can send WhatsApp messages from their device to your organization's WhatsApp channel. When WhatsApp messages are routed to you, handle WhatsApp messages just like you would handle a {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} interaction with one of your contacts.
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|image=
 
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|structuredtext=WhatsApp is a messaging service that enables the exchange of text messages, {{Link-SomewhereInThisManual|topic=ADChat|anchor=Emojis|display text=emojis}}, images, and Highly Structured Messages (HSM) between you and a contact through your computer. Typically, a contact will send you a message from a mobile device or computer. From your point of view, handling an WhatsApp chat session is no different than handling any other {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} session, whether you are handling a one time interaction or are continuing a conversation.
 
−
 
 
−
When a contact sends a WhatsApp message from their device to your company's WhatsApp channel it is directed to you as a {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} and you handle it just like you would any other chat message with one of your contacts.
 
  
−
[[File:GAPI_900_WhatsApp_Asynchronous_Chat_Example.png|500px]]
+
[[File:GAPI_900_WhatsApp_Asynchronous_Chat_Example.png|WhatsApp notification and interaction view.|500px]]
  
 
Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.
 
Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.
  
 
The '''Contact''' tab contains information about the contact including the phone number that sent the WhatsApp message if applicable. You can update the contact information and view the history of interactions with the contact.
 
The '''Contact''' tab contains information about the contact including the phone number that sent the WhatsApp message if applicable. You can update the contact information and view the history of interactions with the contact.
 +
 +
[[File:GAPI 900 WhatsApp Asynchronous Chat Example Contact Tab.png|The Contact tab in the WhatsApp interaction view.|600x600px]]
  
 
If you have had previous chat/WhatsApp interactions with the contact, the full transcript is in the {{Link-SomewhereInThisManual|topic=ADWhatsApp|anchor=ConversationTab|display text=Conversation tab}}.
 
If you have had previous chat/WhatsApp interactions with the contact, the full transcript is in the {{Link-SomewhereInThisManual|topic=ADWhatsApp|anchor=ConversationTab|display text=Conversation tab}}.
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{{AnchorDiv|ConversationTab}}
 
{{AnchorDiv|ConversationTab}}
 
===Conversation tab===
 
===Conversation tab===
−
The '''Conversation''' tab is displayed in the right panel of the Chat Interaction view.
+
The '''Conversation''' tab is displayed in the Chat Interaction view.
  
−
[[File:GAPI_900_WhatsApp_Chat_Interaction_Conversation_Tab.png|500px]]
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[[File:GAPI_900_WhatsApp_Chat_Interaction_Conversation_Tab.png|Conversation tab in the WhatsApp interaction view.|500px]]
  
 
The transcript of the chat is displayed both in the Transcript area and the '''Conversation''' tab. The '''Conversation''' tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact.
 
The transcript of the chat is displayed both in the Transcript area and the '''Conversation''' tab. The '''Conversation''' tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact.
  
−
The '''Conversation''' tab allows the following actions:
+
For information about using the {{Link-SomewhereInThisVersion|manual=Agent|topic=ADChat|anchor=ConversationTab|display text=Conversation tab}} refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}.
−
 
 
−
*[[File:GAPI_900_Chat_Conversation_Tab_Refresh_Button.png|22px|link=]]: Click to refresh the conversation display.
 
−
<!--* '''Search''': Click to find keywords in the conversation transcript.-->
 
−
*[[File:GAPI_900_Conversation_Tab_Send_Button.png|link=]]: Click to send messages you type in the Message Composition area.
 
−
*[[File:GAPI_900_Conversation_Tab_Attach_Button.png|link=]]: Attach an image.
 
−
*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=Emojis|display text=emoji}} to your contact.
 
−
*CHAT: Filter messages to show chat (private) type only.
 
−
*OPEN MEDIA: Filter messages to show open media (public) type only.
 
  
−
You can also start a WhatsApp interaction by clicking one of these buttons on the right side of the '''Conversation''' tab:
+
You can create an outbound WhatsApp interaction by clicking the '''Create''' '''WhatsApp Interaction''' button in the '''Contact information''' area:
  
−
[[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png]]
+
[[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png|Contact information area in the Conversation tab.]]
  
 
{{NoteFormat|
 
{{NoteFormat|
−
If you or the contact end the session, you can keep the Chat interaction view open while you perform other actions or business processes. Check with your supervisor about whether to mark the interaction as '''Done''' or keep the interaction view open while you perform other duties.
+
You can keep the interaction view open while you perform other actions or business processes. Check with your supervisor about whether to mark the interaction as '''Done''' or keep the interaction view open while you perform other duties.
−
 
 
−
Keeping the interaction view active might affect your '''Ready''' status.
 
−
|2}}
 
  
−
<!--Video: Handling a WhatsApp conversation-->
+
Keeping the interaction view active might affect your '''Ready''' status.|2}}
  
 
{{AnchorDiv|CommunicationTab}}
 
{{AnchorDiv|CommunicationTab}}
 
===Communication tab===
 
===Communication tab===
−
The '''Communication''' tab in the '''Connect''' group lets you continue WhatsApp chat conversations that you or others at your contact center have had with your company's contacts.
+
The '''Communication''' tab in the '''Connect''' group allows you continue conversations that you or others at your contact center have had with your company's contacts.
  
−
After an agent or the contact leaves a chat session, you can continue the conversation by finding the contact in the '''Communication''' tab and selecting their name from the contact list.
+
To continue the conversation, find the contact in the '''Communication''' tab, then select their name from the '''Assigned Contacts''' view.
  
−
To continue the conversation, either type in the '''Write a Message''' field and click '''Send''' or click the '''Chat''' icon to open a new Chat interaction view. Your message is sent to the contact's device.
+
To continue the conversation, perform one of the following actions:
  
 +
*Type in the '''Write a Message''' field and click '''Send'''.
 +
*Click the '''Create WhatsApp Interaction''' icon to open a new Chat interaction view.
 
{{NoteFormat|
 
{{NoteFormat|
−
In some environments, the '''Write a Message''' field is not available. To launch a new interaction with the contact click the '''Chat''' icon and select a channel icon, such as Chat, Email, SMS, or WhatsApp.
+
In some environments, the '''Write a Message''' field is not available. To use the WhatsApp channel, click the '''Channel'''
 +
icon then select the '''WhatsApp''' channel icon.
 +
 
 +
[[File:GAPI_900_No_Message_Field.png|Create WhatsApp Interaction button and WhatsApp channel icon.|alt=The Create WhatsApp interaction button and the WhatsApp channel icon.|300px]]
 +
|}}
 +
 
 +
For information about using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}, refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}.
 +
 
 +
[[File:GAPI_900_WhatsApp_Asynchronous_Chat_Communication_Tab.png|Communications tab showing a WhatsApp transcript.|alt=The Communications tab in the Connect group showing a WhatsApp interaction transcript.|500px]]
  
−
[[File:GAPI_900_No_Message_Field.png|300px]]
+
WhatsApp interaction can also be started by clicking the '''Create WhatsApp interaction''' button next to the WhatsApp channel in the '''Communication''' tab:
−
}}
 
  
−
When the contact responds, you receive a notification on your desktop. Click '''Show''' to open the '''Communication''' tab of the '''Connect''' group. Click the '''Chat''' icon to open the chat in a new Chat interaction view if you need to respond and continue the conversation.
+
[[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png|Contact information area in the Conversation tab.]]
  
−
The '''Communication''' tab has two areas, the '''Contacts''' list and the conversation transcript area.
+
'''Note:''' Sometimes a WhatsApp message you send cannot be delivered. A system message is displayed in the transcript area if the WhatsApp message was not delivered.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Sending notifications
 +
|anchor=NotificationTemplates
 +
|alignment=Horizontal
 +
|Media=Image
 +
|image=GAPI_900_Communication_Tab_Text_Notification_1.png
 +
|structuredtext=The '''Notifications''' view contains templates for notifications. Notifications are preformatted messages that you can send to a contact through the WhatsApp channel.
  
−
*Select a contact in the '''Contacts''' list to see the conversations that contact has had with with your company. If there is an unread message from one of your contacts, a number is displayed next to their name indicating the number of unread messages.
+
If your organization has never connected with the contact over the WhatsApp channel before, you must first {{Link-SomewhereInThisVersion|manual=Agent|topic=ADWhatsApp|anchor=Connecting|display text=Connect or Validate}} the WhatsApp number.
−
**Choose '''CHAT''' to see Web Chat, WhatsApp, Facebook Messenger, Twitter Direct Messages, and SMS transcripts.
 
−
**Choose '''OPEN MEDIA''' to see public Facebook messages and Twitter Tweets that involve your company.
 
−
*The conversation transcript area displays all the chat interactions that the selected contact has had with your company.
 
  
−
[[File:GAPI_900_WhatsApp_Asynchronous_Chat_Communication_Tab.png|500px]]
+
To send a Notification message to your contact, perform the following steps:
  
−
The conversation area allows the following actions:
+
*Open the '''Notifications''' view.
 +
*Click the name of a Notification document.
 +
*Review and, if needed, edit the Notification template displayed in the '''Message''' field in the transcript area.
 +
*Click '''Send'''. The Notification document is displayed in your contact's WhatsApp account.
 +
|structuredtextwide=Many Notification documents contain reply buttons or other feedback mechanisms enabling the contact to reply to the Notification. For example, you might send a Notification containing a proposed appointment time with '''Yes''' and '''No''' buttons that the contact can select to respond to the Notification.
  
−
*[[File:GAPI_900_Conversation_Tab_Send_Button.png|link=]]: Click to send messages you type in the Message Composition area.
+
The contact's response is displayed in the WhatsApp transcript area.
−
*[[File:GAPI_900_Conversation_Tab_Attach_Button.png|link=]]: Attach an image.
 
−
*[[File:GAPI_900_Conversation_Tab_Emoji_Button.png|link=]]: Send an {{Link-SomewhereInThisManual|topic=ADChat|anchor=Emojis|display text=emoji}} to your contact.
 
−
*[[File:GAPI_900_Async_to_Chat_Interaction_Button.png|22px|link=]]': Click to launch the Chat Interaction window and continue the conversation there with access to all the interaction window features such as Contact Information, Contact History, and Standard Responses. '''Note:''' Genesys recommends that you switch to a chat interaction window whenever you want your chatting time to be recorded for KPI purposes.
 
−
*[[File:GAPI_900_Communication_Tab_View_Contacts_Toggle_Button.png|link=]]: Toggle the display of the '''Contacts''' list area.
 
−
<!--* '''Search''': Click to find keywords in the conversation transcript.-->
 
−
<!--* '''Phone''': Click to call the contact.-->
 
−
<!--* '''Email''': Click to email the contact.-->
 
  
−
You can also start a WhatsApp interaction by clicking one of these buttons on the right side of the '''Communication''' tab:
+
====More features of Notification templates====
 +
Notification templates can contain some of the following elements:
  
−
[[File:GAPI_900_WhatsApp_Conversation_Tab_Start_Interaction_Buttons.png]]
+
*'''Custom text fields'''. You might have to fill fields with information, such as the customer's name, an account number, or other information. Some fields might be automatically populated with the information about the contact stored in your organization's database.
−
<!--Video: Using the Communication tab-->
+
*'''Images'''. Some notifications include images. Some notifications include a placeholder in the template for an image that you add. To add an image, click the placeholder, then select and upload an image or drag-and-drop an image into the template.
 +
*'''Reply buttons'''. Some notifications include buttons that enable your contact to respond to questions or confirm a condition. When the contact clicks a button, their selection is added to the interaction transcript.
 +
*'''Action buttons'''. Actions can include starting a phone call or linking to a website.
  
−
Refer to {{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}} for information about using the {{Link-SomewhereInThisManual|topic=ADChat|anchor=CommunicationTab|display text=Communication tab}}.
+
[[File:GAPI 900 Communication Tab Text Notification 2.png|600x600px]]
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|structuredtext=*{{Link-SomewhereInThisManual|topic=ADChat|anchor=top|display text=Chat}}
 
*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 
*{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 
*{{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}
 
*{{Link-SomewhereInThisManual|topic=ADNav|anchor=tcbar|display text=Team Communicator}}
 
*{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}}
 
*{{Link-SomewhereInThisManual|topic=ADintinter|anchor=top|display text=Internal interactions}}
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#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Desktop}}
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#{{Link-SomewhereInThisManual|topic=ADNav|anchor=top|display text=Navigating Agent Workspace}}
 
#{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 
#{{Link-SomewhereInThisManual|topic=ADVoice|anchor=top|display text=Calls}}
 
#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 
#{{Link-SomewhereInThisManual|topic=ADcontacts|anchor=top|display text=Contacts}}
 
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}}
 
#{{Link-SomewhereInThisManual|topic=ADhist|anchor=top|display text=Contact and interaction history}}
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Latest revision as of 16:02, August 30, 2022

This topic is part of the manual Agent Workspace Agent's Guide for version Current of Agent Workspace.

The Agent Workspace Chat channel enables you to exchange chat messages (interactions) with a contact. Chat interactions include Web Chat, WhatsApp messages, Facebook Messenger, Twitter Direct Messages, and SMS messages.

Related documentation:
Important
  • Due to continual changes to Agent Workspace, screenshots in this document might show interface elements that are not yet available for this product or might not accurately reflect what you can access in the product when you use it.
  • Some Agent Workspace features are available only for Genesys Multicloud CX users and some only for Genesys Multicloud CX on premises users.

WhatsApp is a messaging service that enables the exchange of text messages, emojis, images, and Highly Structured Messages (HSM) between you and a contact through your computer. Typically, a contact sends you a message from a mobile device or computer. From your point of view, handling an WhatsApp chat session is no different from handling any other Chat session, whether you are handling a one time interaction or are continuing a conversation.

To start receiving WhatsApp interactions, set your status on the WhatsApp channel to Ready.

Tip
In some environments, agent status is set to Ready when the agent logs in. This means that WhatsApp interactions are directed to these agents upon login.

When you receive a WhatsApp it is either answered automatically, or a pop-up notification is displayed on your desktop to enable you to accept the message. When you accept a message, the WhatsApp interaction view opens on your Agent Workspace. It includes all the controls, information about the WhatsApp (Case Information), and Disposition and Note tabs where you can add information about the email. There might also be tabs on the right side of the view that contain contact information, history, and other features.

You handle the interaction by exchanging messages with your contact. If either you or the contact ends the session, the interaction is done. To close the interaction, you must mark it as Done. However, sometimes you must continue a WhatsApp conversation. Perhaps you had to take time to find additional information for the contact or start a business process in your company before continuing the conversation.

If your account is enabled for asynchronous chat, you can continue an interaction after the initial interaction is ended by using the Conversation tab in the interaction window or the Communication tab.

If you have not yet marked a closed interaction as Done, in the Conversation tab, the transcript of your current interaction and all previous chat interactions with the contact is displayed. You can scroll through it or use the Search feature to find messages containing keywords. To reactivate the session, type your message in the Message field and click Send.

To reactivate an interaction that is closed and marked as Done, perform these steps:

  • In the Connect group, select the Communication tab.
  • In the Assigned Contacts view, select the contact.

All previous interactions that your contact center has had with the contact are displayed in the transcript area on the right. To reactivate the chat interaction, click Create WhatsApp Interaction (The Create WhatsApp Interaction button.) to open the Chat interaction view.

Connecting to the WhatsApp channel

When you select a contact from the Assigned Contacts view in the Communication tab, the list of channels and phone numbers available for a contact is displayed in the Contact Information area. If you have not interacted with a contact in the past, or if the contact has been removed from your Assigned Contacts list, those contacts are considered unassigned contacts.

The Communications tab in the Connect group showing a WhatsApp interaction.

If the contact has a WhatsApp account that is not connected to your organization, send a request to WhatsApp to connect the account to your organization by clicking the Action menu next to the phone number and selecting Connect WhatsApp Channel (refer to the image above). When WhatsApp approves the request by indicating that the number is a valid WhatsApp number, the WhatsApp channel is displayed in the Contact Information area.

If the contact does not have a WhatsApp account for a phone number, ask the contact to confirm which number to use. If the number does not exist in the Contact Information in the Contact Directory, you can add the number. To refresh the Contact Information area, unsubscribe from the contact, and search for them again. When the number displays in the Contact Information area, select Connect WhatsApp Channel from the channel action menu next to the correct phone number.

After you have added the WhatsApp channel to the contact, the channel action menu contains two options:

  • Create WhatsApp Interaction: Create and send a new WhatsApp interaction to the contact.
  • Validate WhatsApp Channel: If you get an error trying to send a WhatsApp message, validate that the WhatsApp channel is still available for the contact. If there is an error, a warning icon is displayed next to the channel in the Contact Information area.
Important
WhatsApp does not permit you to send regular WhatsApp messages to a contact immediately after the WhatsApp channel is added. You are only permitted to send Notifications to a contact until the contact replies.

WhatsApp Interactions

Contacts can send WhatsApp messages from their device to your organization's WhatsApp channel. When WhatsApp messages are routed to you, handle WhatsApp messages just like you would handle a Chat interaction with one of your contacts.

WhatsApp notification and interaction view.

Read the messages from your contact in the Transcript area. Type your messages in the Message Composition field.

The Contact tab contains information about the contact including the phone number that sent the WhatsApp message if applicable. You can update the contact information and view the history of interactions with the contact.

The Contact tab in the WhatsApp interaction view.

If you have had previous chat/WhatsApp interactions with the contact, the full transcript is in the Conversation tab.

Conversation tab

The Conversation tab is displayed in the Chat Interaction view.

Conversation tab in the WhatsApp interaction view.

The transcript of the chat is displayed both in the Transcript area and the Conversation tab. The Conversation tab also contains the transcripts of all previous chat interactions that your contact center has had with the contact.

For information about using the Conversation tab refer to Chat.

You can create an outbound WhatsApp interaction by clicking the Create WhatsApp Interaction button in the Contact information area:

Contact information area in the Conversation tab.

Tip

You can keep the interaction view open while you perform other actions or business processes. Check with your supervisor about whether to mark the interaction as Done or keep the interaction view open while you perform other duties.

Keeping the interaction view active might affect your Ready status.

Communication tab

The Communication tab in the Connect group allows you continue conversations that you or others at your contact center have had with your company's contacts.

To continue the conversation, find the contact in the Communication tab, then select their name from the Assigned Contacts view.

To continue the conversation, perform one of the following actions:

  • Type in the Write a Message field and click Send.
  • Click the Create WhatsApp Interaction icon to open a new Chat interaction view.
Important

In some environments, the Write a Message field is not available. To use the WhatsApp channel, click the Channel icon then select the WhatsApp channel icon.

The Create WhatsApp interaction button and the WhatsApp channel icon.

For information about using the Communication tab, refer to Chat.

The Communications tab in the Connect group showing a WhatsApp interaction transcript.

WhatsApp interaction can also be started by clicking the Create WhatsApp interaction button next to the WhatsApp channel in the Communication tab:

Contact information area in the Conversation tab.

Note: Sometimes a WhatsApp message you send cannot be delivered. A system message is displayed in the transcript area if the WhatsApp message was not delivered.

Sending notifications

The Notifications view contains templates for notifications. Notifications are preformatted messages that you can send to a contact through the WhatsApp channel.

If your organization has never connected with the contact over the WhatsApp channel before, you must first Connect or Validate the WhatsApp number.

To send a Notification message to your contact, perform the following steps:

  • Open the Notifications view.
  • Click the name of a Notification document.
  • Review and, if needed, edit the Notification template displayed in the Message field in the transcript area.
  • Click Send. The Notification document is displayed in your contact's WhatsApp account.

Many Notification documents contain reply buttons or other feedback mechanisms enabling the contact to reply to the Notification. For example, you might send a Notification containing a proposed appointment time with Yes and No buttons that the contact can select to respond to the Notification.

The contact's response is displayed in the WhatsApp transcript area.

More features of Notification templates

Notification templates can contain some of the following elements:

  • Custom text fields. You might have to fill fields with information, such as the customer's name, an account number, or other information. Some fields might be automatically populated with the information about the contact stored in your organization's database.
  • Images. Some notifications include images. Some notifications include a placeholder in the template for an image that you add. To add an image, click the placeholder, then select and upload an image or drag-and-drop an image into the template.
  • Reply buttons. Some notifications include buttons that enable your contact to respond to questions or confirm a condition. When the contact clicks a button, their selection is added to the interaction transcript.
  • Action buttons. Actions can include starting a phone call or linking to a website.

GAPI 900 Communication Tab Text Notification 2.png

What next?

Top 5 topics

  1. Getting Started
  2. Navigating Agent Workspace
  3. Calls
  4. Contacts
  5. Contact and interaction history
Retrieved from "https://all.docs.genesys.com/PEC-AD/Current/Agent/ADWhatsApp (2025-07-22 15:40:05)"
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