Create WhatsApp Channel 

• Go to Phone System
• Select View - System
• Click Omnichannel - Channel
• Click Create
• Select type = WhatsApp
• Input the following
  • WhatsApp number
  • Name

Working Hours

Once you click on Create, a new window will open. This will be used to configure working hours. This section is divided into the following:

• Public holiday
• Custom holiday
• Working hours

Chat Flow

Users need to define the routing of the incoming chat to: 

• Single inbox
• Multiple inboxes
• Programmable flow

For different timings:

• Working hours
• Non-working hours
• Public holiday

Working hours > Single inbox

• On tab Chat Flow, choose Chat Routing: Single Inbox.
• Input Auto response message (Optional). A preview of the message is available on the right side.
• Assign routing Inbox from the dropdown list.
• Click Next to configure chat flow for Non-working Hours and Public Holiday.

Working hours > Multiple inboxes

• On tab Chat Flow, choose Chat Routing: Multiple Inboxes (Allow up to 3 additional inboxes).
• Input Auto response message. A preview of the message is available on the right side.
• Input Button text (maximum 20 characters can be added). Button text is displayed on the customer's WhatsApp screen. 
• Assign routing Inbox from the dropdown list.
• Click Next to configure chat flow for Non-working Hours and Public Holiday.

Working hours > Programmable flow

• On tab Chat Flow, choose Chat Routing: Programmable Flow
• Choose a programmable flow from the dropdown list to determine how incoming chats will be routed. 
• The flow needs to be configured in advance inside Developer Hub
• Click Next to configure chat flow for Non-working Hours and Public Holiday

Non-working hours

• Chat routing = None (The incoming WhatsApp message is not routed to any inbox). 
• It will only show an auto response message set by the user. 
• The other flows are similar to the Working Hours configuration.
  • Single inbox
  • Multiple inboxes
  • Programmable flow

Public holiday

Configuration options similar to Non-Working Hours:

• None
• Single Inbox
• Multiple Inboxes
• Programmable Flow

To assign/unassign a number to a Whatsapp Channel

To change/unassign whatsapp number for a channel, follow the steps below:

• Go to Phone System - View System
• Select Omnichannel tab
• Select Channel
• Hover over a Whatsapp channel and click on Setting icon
• Select new Whatsapp number or unassign the number by choosing None
• Click Save

 

 

WhatsApp Channel Placement

Once the WhatsApp number is connected to the channel, the channel name and number will appear on the General page.

Delete WhatsApp Channel 

• Go to Phone System
• Select Omnichannel
• Locate the WhatsApp Channel you want to delete
• Click on the Delete option
• Confirm the deletion when prompted

Deletion Restrictions

• Deletion is not allowed if there are ongoing transactions associated with the channel or phone number.
• Users must ensure that all active transactions are completed before attempting deletion.

Note:

• The following toast will be shown if Whatsapp channel is added in a widget

• Below toast will be shown if Whatsapp channel is not added in a widget