PureConnect Social Media Technical Reference

PureConnect®PureConnect®

2023 R32023 R3

Generated:

09-November-2023

Content last updated:

19-October-2020

See Change Log for summary of

changes.

PureConnect Social MediaPureConnect Social Media

Technical ReferenceTechnical Reference

AbstractAbstract

This document is a reference to congure social media features in

PureConnect.

For the latest version of this document, see the PureConnect

Documentation Library at: http://help.genesys.com/pureconnect.

For copyright and trademark information, see

https://help.genesys.com/pureconnect/desktop/copyright_and_trademark_information.htm.

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Table of ContentsTable of Contents
Table of Contents
Social Media in PureConnect
Facebook and Twitter
WhatsApp
Facebook
Facebook Example
More Facebook Information
Twitter
Twitter Example
More Twitter Information
WhatsApp
WhatsApp example
Preparing for the WhatsApp Integration
Genesys Cloud Requirements for WhatsApp
More WhatsApp Information
PureConnect WhatsApp Service Onboarding Guide
Prerequisites
WhatsApp Channel Process Overview
Provision Genesys Cloud Organization for PureConnect
Integrate PureConnect with Cloud Organization
Setting WhatsApp Business Administration
Customer Approval Requirements
WhatsApp Business Account (WABA) Approval
Setting WhatsApp Channel in WABA
Create WhatsApp Channel in Social Media Admin Console
Configure Multiple WhatsApp Channels
Update Business Profile Details
Appendix A: Frequently Asked Questions (FAQ)
Social Media Components -- Facebook and Twitter
Social Media Components -- WhatsApp
Social Media Supported PureConnect Applications
ACD Routing of Social Media Interactions
Social Media Interactions in Interaction Connect
Social Media Configuration
Licensing
User and Workgroup Configuration in Interaction Administrator
Station Configuration
Channel Configuration
Poll Interval and Post Limit
Toolsteps and Initiators
Interaction Recovery for Social Media Interactions
Change log
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Social Media Technical ReferenceSocial Media Technical Reference

Social Media in PureConnectSocial Media in PureConnect

The CIC server processes social conversation interactions routed to a workgroup, just as it processes other types of interactions.

PureConnect also contains features for social media recordings and analytics.

For information about PureConnect applications that support social media, see Social Media Supported PureConnect Applications.

Facebook and TwitterFacebook and Twitter

The PureConnect social media features introduced in Interaction Connect in 2018 R4 allow your call center agents to receive and

reply to inbound Facebook and Twitter public messages, Facebook private messages, and Twitter direct messages.

For more information about the Facebook integration, see Facebook.

For more information about the Twitter integration, see Twitter.

WhatsAppWhatsApp

A 2020 R2 patch release introduced support for receiving and replying to inbound WhatsApp direct messages as part of the Early

Access Program. WhatsApp support is also available in patches for the 2019 R4 and 2020 R1 releases. Contact your sales

representative for more information about the Early Access Program.

For more information about the WhatsApp integration, see WhatsApp.

FacebookFacebook

As an administrator, you create one or more

channels

for Facebook public messages and private messages. A Facebook channel

associates a CIC workgroup with a Facebook page.

PureConnect pulls messages from Facebook and passes them to the CIC server for processing as interactions. Each interaction is

routed to the workgroup that is associated with the channel that pulled in the message.

Facebook ExampleFacebook Example

An organization wants to manage messages that customers post on its corporate Facebook page. They create a channel that

associates that Facebook page with a CIC ACD workgroup. Any messages posted to the page become interactions that are routed

to the workgroup.

The company might also have regional or location-based Facebook pages, for example, and can associate those pages with

workgroups.

PureConnect processes Facebook social conversations as follows:

1. A Facebook page visitor posts a message on the company's Facebook page.

2. The message becomes a social conversation interaction and ACD routes it to an agent.

3. The agent receives and picks up the interaction in Interaction Connect, just as they receive and pick up other types of

interactions. The agent can also place the interaction on hold and can disconnect it when the conversation ends.

4. The agent replies to the interaction.

5. The social media processor updates the interaction with any replies and the replies appear as comments on the company's

Facebook page.

6. The Facebook page visitor replies to the comment or adds another comment, and then the social media processor adds the

reply to the conversation and notifies the agent.

More Facebook InformationMore Facebook Information

For more information about... See...

PureConnect applications that support social media applications Social Media Related Applications

Social media components Social Media Components for Facebook and Twitter

ACD routing of Facebook messages ACD Routing of Social Media Interactions

Facebook interactions in Interaction Connect Social Media Interactions in Interaction Connect

Licensing and configuration (users, workgroups, stations) Social Media Configuration

Channel configuration in Interaction Connect Channel Configuration

Interaction Designer social media tools and initiators Toolsteps and Initiators

Switchover and recovery Interaction Recovery for Social Media Interactions

TwitterTwitter

As an administrator, you create one or more

channels

for Twitter public messages and direct messages. A Twitter channel

associates a CIC workgroup with a Twitter handle.

PureConnect pulls messages from Twitter and passes them to the CIC server for processing as interactions. Each interaction is

routed to the workgroup that is associated with the channel that pulled in the message.

Twitter ExampleTwitter Example

A company wants to manage Twitter messages that mention its name. They create a channel that associates their Twitter handle

(@companyname) with a workgroup. Any tweet that mentions their handle becomes a social conversation interaction that is routed

to the workgroup. They also associate keywords with a channel so that all tweets that include those keywords also become

interactions.

The company also wants to track messages that mention a competitor and their competitor's product. They associate the

competitor's handle with a channel and add the competitor's product name as a keyword.

More Twitter InformationMore Twitter Information

For more information about... See...

PureConnect applications that support social media applications Social Media Related Applications

Social media components Social Media Components for Facebook and Twitter

ACD routing of Twitter messages ACD Routing of Social Media Interactions

Twitter interactions in Interaction Connect Social Media Interactions in Interaction Connect

Licensing and configuration in Interaction Administrator (users, workgroups, stations) Social Media Configuration

Channel configuration in Interaction Connect Channel Configuration

Interaction Designer social media tools and initiators Toolsteps and Initiators

Switchover and recovery Interaction Recovery for Social Media Interactions

WhatsAppWhatsApp

As an administrator, you create a channel for WhatsApp direct messages. A WhatsApp channel associates a CIC workgroup with a

WhatsApp phone number.

PureConnect pulls messages from WhatsApp through the Genesys Cloud platform and passes them to the CIC server for

processing as Social Direct Message interactions. Each interaction is routed to the workgroup that is associated with the channel

that pulled in the message.

The WhatsApp integration involves an onboarding process. The integration requires your company to have a verified Facebook

Business Manager account. For more information, see

Preparing for the WhatsApp Integration

section below.

WhatsApp exampleWhatsApp example

A company wants to manage direct messages from customers who prefer to use a WhatsApp messaging channel.

PureConnect processes WhatsApp direct messages as follows:

1. A customer of the company or a third party sends a direct message to a designated WhatsApp channel.

2. PureConnect creates a social media interaction and ACD routes it to a workgroup associated with the phone number on the

company's WhatsApp accounts.

3. An agent in the workgroup picks up and responds to the message in the Current Interactions view in Interaction Connect, just

as they receive and pick up other types of interactions..

4. The interaction continues until the agent disconnects it. After the agent disconnects the interaction, any additional reply or

comment for that direct message initiates a new interaction.

Preparing for the WhatsApp IntegrationPreparing for the WhatsApp Integration

To start the process of preparing for the WhatsApp integration, work with your sales representative or customer success manager.

Your company must have a verified Facebook Business Manager account.

To apply for a Facebook Business Manager account if you don't already have one, see

https://www.facebook.com/business/help/1710077379203657.

Your Business Manager administrator will receive a notification to approve Genesys to manage WhatsApp messaging on your

company's behalf. After approval of this request, customer must complete business verification.

https://www.facebook.com/business/help/2058515294227817

There may be other onboarding requirements. For more information, contact your sales representative or customer success

manager.

Genesys Cloud Requirements for WhatsAppGenesys Cloud Requirements for WhatsApp

WhatsApp messages are processed in Genesys Cloud (formerly PureCloud). Therefore, your company needs to have a Genesys

Cloud organization with a PureCloud 3 license and be able to authenticate with Genesys Cloud.

Along with the Genesys Cloud organization, you'll need the following related information:

Administrator email and password

Organization short name

Region

To obtain a Genesys Cloud organization and the related information, contact your sales representative or customer success

manager.

In Genesys Cloud, you need the following:

The product messagingPlatformWhatsApp

These permissions:

messaging:whatsAppIntegration:{add|delete|edit|view}

messaging:message:send

For more information about configuring the connection with Genesys Cloud, see the Genesys Cloud for PureConnect

Administrator's Guide.

For more information about products and permissions in Genesys Cloud, see Products, Roles, and Permissions in the Genesys

Cloud resource center.

More WhatsApp InformationMore WhatsApp Information

For more information about... See...

PureConnect applications that support social media applications Social Media Related Applications

Social media components Social Media Components for WhatsApp

ACD routing of WhatsApp messages ACD Routing of Social Media Interactions

WhatsApp interactions in Interaction Connect Social Media Interactions in Interaction Connect

Licensing and configuration in Interaction Administrator (users, workgroups, stations) Social Media Configuration

Channel configuration in Interaction Connect Channel Configuration

Interaction Designer social media tools and initiators Toolsteps and Initiators

Switchover and recovery Interaction Recovery for Social Media Interactions

PureConnect WhatsApp Service Onboarding GuidePureConnect WhatsApp Service Onboarding Guide

WhatsApp needs a WhatsApp Business connector that allows connecting with Customers (and customers with consumers) from

the WhatsApp Messenger App. It offers a good consumer experience integrated with notification and contact center software.

WhatsApp allows customers to manage the agent side of the WhatsApp experience from PureConnect.

WhatsApp onboarding helps in setting up one or more WhatsApp channels in PureConnect. For more information, contact the

Customer Care team.

The customer must acquire the following information for WhatsApp service.

Genesys Cloud and PureConnect LicensesGenesys Cloud and PureConnect Licenses

A WhatsApp service is a hybrid feature. You need licenses and part numbers. Provisioning of Genesys Cloud Organization for

PureConnect would be done as part of Genesys Cloud order.

LicensesLicenses

CC1 or Agent license with Hybrid digital Messaging Bundle.

I3_FEATURE_WHATSAPP_SOCIAL_MEDIA and I3_ACCESS_ACD_WHATSAPP

Part Numbers Part Numbers

CS-012-NV-WHATSAPP-HYB or CS-012-NV-WHATSAPP-C-HYB

GC-170-NV-DIGHYBUN

Customer Information FormCustomer Information Form

PureConnect Product Management team needs some customer-specific information to set up and configure the WhatsApp account

(WABA). For Customer Information Form contact ProductManagement-PureConnect@genesys.com.

WhatsApp ApprovalWhatsApp Approval

A customer must apply for WhatsApp approval to use the service and must be approved by WhatsApp. WhatsApp doesn't allow the

customer to operate without approval.

Note:Note: Purchase of PureConnect from Genesys doesn't provide approval by WhatsApp to use the WhatsApp Business API.

WhatsApp restrictions, which Genesys WhatsApp restrictions, which Genesys must enfo rce:must enforce:

Customer cannot send messages to Syria, North Korea, Cuba, Iran, and Crimea (both Ukrainian and Russian phone numbers)

WhatsApp evaluates government agencies and related organizations on a case-by-case basis.

WhatsApp doesn't allow customers from specific industries to use it. For more information, see

https://www.whatsapp.com/legal/commerce-policy/.

Designated Phone Numbers for WhatsApp Designated Phone Numbers for WhatsApp

The customer must have at least one designated phone number for the business to start using WhatsApp. Each phone number must

comply with WhatsApp's requirements to receive phone calls or text messages. For more information, see

https://developers.facebook.com/docs/whatsapp/guides/phonenumber.

Customer Facebook Business Manager ID Customer Facebook Business Manager ID

The customer must have a business ID to process the application. Most customers already have business IDs, but if they don't, they

must create a business ID with Facebook. For more information, see

https://business.facebook.com/business/help/1612355968988019 .

Verification of Customer Facebook Business ManagerVerification of Customer Facebook Business Manager

The customer must have a verified Facebook Business Manager as a prerequisite.

1. In Business Business ManagerManager, navigate to Business Business SettingsSettings .

2. Click Security Security CenterCenter.

3. Click Start Start VerificationVerification.

4. Enter customer business information and attach documents if necessary.

For more information about accepted documents, refer to Facebook document guide.

PrerequisitesPrerequisites

To get a WhatsApp channel up and running, follow the steps listed below. For detailed instructions, see the following pages.

Steps Description Responsi

ble

Action to be taken

1 Integrate PureConnect with Cloud Organization Genesys

(Admin)

In Interaction Administrator, set up Administrator credentials,

Organization short name, and Region.

2 Set up a WABA (WhatsApp Business Account) in

Facebook on behalf of end-customer

Genesys

(PM)

Setting up Facebook Business Manager (FBM) for WABA.

Set up WhatsApp channel in WABA

Genesys

(PM)

Set up your WhatsApp channel name and WhatsApp phone

number in FBM.

4 WhatsApp approval for Customer WhatsApp/

Facebook has a two-step approval process for WhatsApp

accounts with a predefined lead time.

5 Social Media Console - WhatsApp channel creation Customer

(Admin)

The channel name, the phone number, and the WABA

certificate must be set up.

6 Authentication by WhatsApp Customer

(FBM)

Verifying a phone number via WhatsApp.

A Genesys organization ID should be created for the hybrid feature. As WhatsApp is a hybrid service that uses Genesys cloud end

points so to enable WhatsApp feature for PureConnect, Genesys Cloud Organization and permissions are required. The Organization

ID and permissions are created by Genesys Cloud team as part of Genesys Cloud Order.

To use WhatsApp in PureConnect, the Genesys Cloud integration must be completed. To complete the integration, follow the steps

from Genesys Cloud Configuration in Interaction Administrator.

Overview o f WhatsApp Business AdministrationOverview o f WhatsApp Business Administration

Genesys creates a WhatsApp Business Administration (WABA) on behalf of the customer to access the WhatsApp Business API.

WABAs cannot be created by partners or owned by partners. Partners also cannot use their own Facebook Business Manager IDs

for the creation of WABAs. It must be the Customer's Facebook Business Manager ID. In the WABA, the below is managed for a

customer:

It is the customers phone numbers that are used to manage the channels that the customer wants to manage (each phone

number must be set up with a separate channel).

Creating a WABACreating a WABA

The customer cannot own their own WABA. Genesys creates the WABA, using the Facebook Business Manager ID of the customer.

To view the Facebo ok Faceboo k Business Manager IDBusiness Manager ID , do the following:

1. Navigate to the Facebook Business SettingsFaceboo k Business Settings page.

2. Click Business InfoBusiness Info .

3. On the Facebook Business Manager InfoBusiness Manager Info page, view the Business Manager IDBusiness Manager ID .

WhatsApp Channel Process OverviewWhatsApp Channel Process Overview

Provision Genesys Cloud Organization for PureConnectProvision Genesys Cloud Organization for PureConnect

Integrate PureConnect with Cloud OrganizationIntegrate PureConnect with Cloud Organization

Setting WhatsApp Business AdministrationSetting WhatsApp Business Administration

The following mistakes prevent the creation of the WABA:

The Facebook Business Manager ID field must not be left blank or be replaced by a Facebook page ID or Facebook URL.

WABA cannot be created until the customer supplies a valid Facebook Business Manager ID. If the partner or customer does

not provide the correct ID, you must wait until the customer supplies the correct ID.

WhatsApp approves WABA in two-step process. You don't have to complete the steps in the same order as they appear. But both

have to be completed before WhatsApp considers the WABA.

Approve Genesys message on behalf of the Approve Genesys message on behalf of the customercustomer

Genesys must be approved by the customer as the WhatsApp business service provider (BSP). WhatsApp will not approve the

WABA without this approval.

Genesys must be approved as a WhatsApp business service provider (BSP) before WhatsApp approve the WABA.

An approval message is sent to the customer's Facebook Business Manager after the WABA is created. One of the customer's

Facebook admins must check the notifications for this message and approve the "Message on behalf of" notification.

As soon as the customer approves the notification, Genesys can now find out if the brand has already been approved by Facebook

Business Manager. If so, the next step can be omitted.

Faceboo k Business Manager VerificationFaceboo k Business Manager Verification

The customer must verify the Facebook Business Manager, if it has not already done. To verify, do the following:

1. In the Facebo ok Business ManagerFaceboo k Business Manager page.

2. Click Business SettingsBusiness Settings tab.

3. Click Security CenterSecurity Center and the click Start V erificationStart Verification.

Note:Note: Provide information about the customer business and attach documents as prompted. If you are not sure about the types of

documents that Facebook accepts, view Facebook's document guide.

The WABA is ready for WhatsApp's approval after Customer Approval Requirements process. For approval do the following:

1. In the Facebo ok Faceboo k Business ManagerBusiness Manager page, click SettingsSettings tab.

2. Check for the Business Business NameName status

3. Check for the Business Business Verificatio nVerificatio n status.

4. Check for the Account Account StatusStatus.

Note:Note: In the policy approval process, WhatsApp checks whether the customer's business complies with WhatsApp commerce

policy.

After WhatsApp approves the WABA, Genesys can create the first channel in the WABA.

For setting up WhatsApp Channel in WABA, phone number must be added in the Facebook Business Manager. This is handled by

Genesys Product Manager.

To add phone number, do the following:

1. In the Facebo ok Faceboo k Business SettingsBusiness Settings page, click WhatsApp WhatsApp accountaccount.

2. On the WhatsApp WhatsApp AccountsAccounts page, click WhatsApp WhatsApp ManagerManager.

Customer Approval RequirementsCustomer Approval Requirements

WhatsApp Business Account (WABA) ApprovalWhatsApp Business Account (WABA) Approval

Setting WhatsApp Channel in WABASetting WhatsApp Channel in WABA

3. On the WhatsApp WhatsApp ManagerManager page, click Add Phone Add Pho ne NumberNumber.

4. Enter the phone number in the Phone NumberPhone Number box.

5. Click NextNext.

Note:Note: The name provided by the customer appears.

After creating a new channel, WhatsApp conducts a Channel Name review to make sure that the name of the channel is compliant

with their guidelines. For guidelines information, see https://developers.facebook.com/docs/whatsapp/guides/vname.

Note:Note: A channel name that complies with the rules will be approved. If not, the customer must choose another name for the

channel.

To create a WhatsApp Channel, follow the steps from Configure a WhatsApp channel in Interaction Connect. A WABA certificate

will be available in Facebook business manager once the display name and phone number are approved by WhatsApp. The Genesys

Product Manager will share the certificate for a specific number with the customer.

The following mistakes prevent the onboarding process:

Ensure that your channel name complies with WhatsApp policies since it appears as the phone display name to consumers in

WhatsApp Messenger. For more information about WhatsApp policies, see

https://developers.facebook.com/docs/whatsapp/guides/vname.

The channel name or the customer name in all Caps. The channel name contains the term WhatsApp.

Using the incorrect spelling of the customer name. For example, if the customer name is ACME Bread, WhatsApp requires the exact

name of the customer. For this reason, using ACMEBread or Acme Bread in the channel name will be rejected by WhatsApp.

Abbreviations should be avoided. For example, you might understand that ACME Bread CC means ACME Bread's Contact Center, but

WhatsApp doesn't. Make sure that the abbreviation is spelled out or remove.

Business phone numbers can be used as phone numbers in WhatsApp for interacting with consumers. For more information, see

https://developers.facebook.com/docs/whatsapp/guides/phonenumber.

A phone number has already been connected to WhatsApp through the business API or through the WhatsApp business applications

for Android and iOS

The steps in Setting WhatsApp Business Administration apply to every new WhatsApp phone number that you plan to operate. For

example, if you purchased multiple WhatsApp numbers for running multiple WhatsApp channels, you must configure a channel for

each new WhatsApp phone number.

It is optional for the customer to provide business details on WhatsApp, but it is recommended. The following information from the

customer must be provided to Genesys for changes to be made.

Standard

Profile

Details Specifications

Photo The company photo is displayed to end customers in WhatsApp. Photo size must be 640x640, PNG format

recommended.

About Short About status, displayed above phone number in WhatsApp

profile.

Max 139 chars

Business Profile It is optional - must provide all fields if using any of them

Address Business Address Max 256 chars

Description Description of business, services, mission, etc. Max 256 chars

Email Public email displayed to end customers. Max 128 chars

Vertical Public short industry vertical / category descriptor. Max 128 chars

Websites Up to 2 public website URLs Max 256 chars, each

Following are FAQs and their answers:

What are acceptable uses of WhatsApp for What are acceptable uses of WhatsApp for Genesys Clo ud?Genesys Cloud?

Create WhatsApp Channel in Social Media Admin ConsoleCreate WhatsApp Channel in Social Media Admin Console

Configure Multiple WhatsApp ChannelsConfigure Multiple WhatsApp Channels

Update Business Profile DetailsUpdate Business Profile Details

Appendix A: Frequently Asked Questions (FAQ)Appendix A: Frequently Asked Questions (FAQ)

For acceptable use, see WhatsApp’s Commerce Policy and Business Policy. If you repeatedly violate their policies, WhatsApp may

limit the number of customers you can message or suspend your account. Additionally, WhatsApp may decline to approve

customers whose primary business functions overlap with its policies; it evaluates these cases on a case-by-case basis.

Furthermore, WhatsApp may decline to approve customers whose primary business functions differ from its policies.

My number is already in use with WhatsApp. My number is already in use with WhatsApp. Can I migrate it to Genesys Cloud?Can I migrate it to Genesys Cloud?

If the number is being used with the WhatsApp Messenger or WhatsApp Business App on iOS or Android, it can be migrated to

Genesys Cloud. WhatsApp does not currently support migrating numbers from other Business Service Providers on the WhatsApp

Business API. If your current number is already active, you must choose a new one. Note that this restriction applies to numbers

activated throughout Genesys Cloud. Once your number is activated, you cannot migrate it to a different provider or move it back to

an App. More information, see https://developers.facebook.com/docs/whatsapp/guides/phone-number#migrate

What types of phone numbers are supported What types o f phone numbers are suppo rted by the WhatsApp Business API?by the WhatsApp Business API?

You can use the WhatsApp Business API with international landlines and mobile numbers with country codes. The number must

have an active Voice or SMS service for you to receive an activation code after adding it to Genesys Cloud. WhatsApp is a purely

digital, internet-based channel. Once activated, all communication is done via the internet. Your WhatsApp number is more like an

account ID, like your email address or username. Telephony and mobile services are separate from WhatsApp. The WhatsApp

number can even be disconnected after activation if you do not receive calls or texts. However, you should retain ownership of the

number to prevent someone else from using it.

Does WhatsApp Business API support to ll-free Does WhatsApp Business API support to ll-free numbers?numbers?

Toll-free numbers are allowed as long as your country code is included. This is because numbers without country codes cannot be

uniquely identified - the same number can be applied to two different countries. Toll-free numbers are also more complicated.

Typically, it will not work if you call a toll-free number with the country code when you are inside the country. There is a possibility

that customers in your country might try to dial what appears in the business contact (country code included), and they won't be

able to connect with you. If this is a concern, let them know explicitly. Of special note, 0800 or 00800 are not recognized.

Why do es my business need its own Faceboo k Why do es my business need its own Faceboo k Business Manager (BM) in o rder to use WhatsApp?Business Manager (BM) in o rder to use WhatsApp?

Facebook reviews each business that applies to use the WhatsApp Business API with a Business Service Provider like Genesys.

The WhatsApp team may review your Facebook page or website and ask clarifying questions. WhatsApp Business Account (WABA)

will have a 1:1 connection to your Business Account, and your business is responsible for complying with WhatsApp policies.

Furthermore, WhatsApp prohibits partners, vendors, aggregators, and managed service parties from owning or subletting business

accounts. You must use a Display Name of your number that is closely related to the name of your business or is associated with a

brand, product, or trade name owned by you (documentation may be required for this).

Assume a service provider or advertising agency manages your Facebook page, ad campaigns, or other business functions under

their BM. In that case, you can still create a WhatsApp account under your name. See Facebook page Creating a Business Manager.

My phone number routes to main IVR. Do I My phone number routes to main IVR. Do I need to re-ro ute this to receive a WhatsApp activatio n call?need to re-route this to receive a WhatsApp activation call?

If you add the WhatsApp integration to your Org and request a confirmation code, WhatsApp will call (or text) your number with the

code. A live person must receive the call and receive the code. It is important to note that WhatsApp's automated service does not

navigate IVR / DTMF menus. Instead, the bot will announce the code five (5) times when the call is answered and then disconnect.

How you handle this depends on the IVR and operational needs of your business:

a. If your IVR or Genesys Cloud flow routes directly to a Queue, and an Agent is available to take the call immediately, you don't need

to re-route the number. This works best if the IVR has no introductory message (or is very short). It is also best if the call is routed

to a queue with a small number of Agents. If you use this method, make sure there is no wait time in the queue.

b. You can re-direct your number temporarily from an IVR to a direct number (for example, a cell phone) during inactive hours. This

usually takes around 1 or 2 minutes.

c. When your IVR is high-volume and cannot be rerouted for business reasons, we can request a list of ANIs (originating numbers). The

activation call will come from one of these numbers. You may configure an exception in your IVR flow to recognize these ANIs.

As a partner, vendo r, managed service provider, As a partner, vendo r, managed service provider, BPO, or similar business, can I have a WhatsApp BusinessBPO, or similar business, can I have a WhatsApp Business

Account?Account?

Yes. Partners and similar businesses may create WhatsApp Business Accounts (WBAs) and activate numbers associated with and

owned by your business. Valid use-cases include testing, demonstrations, and supporting your direct customers. (i.e., other

businesses that purchase your services.) The WhatsApp numbers that your customer's customers use will not be yours, the end-

users contacting those customers. Partners may offer consulting services related to configuration, integrations, and general

operation of the channel. It is possible for service providers and BPOs to operate a WhatsApp channel for a customer, but the

customer must own the WhatsApp number and be responsible for compliance with WhatsApp's policies. This is why each end-

customer must have a verified Business Manager.

What does the 24 hour Customer Service windo w What does the 24 hour Customer Service windo w mean?mean?

To reduce junk messages to end-users, WhatsApp offers a 24-hour Customer Service window. If a user contacts your business, you

can respond with any type of message in the next 24 hours. This type of message is free of charge. period resets. After 24 hours

have passed since the last inbound message, only a template message may be sent. This is a paid notification. Genesys Cloud will

disable the Agent's text input after 24 hours elapse from the last inbound message indicating that only template messages are

available if your contact center is closed for a weekend or holiday and more than 24 hours elapse before your Agents have a chance

to answer.

What are Message Templates?What are Message Templates?

In your WhatsApp Business Account, message templates are pre-configured messages. WhatsApp reviews and approves these

templates, which must fit into certain categories, such as Account Update, Appointment Update, Issue Resolution, or Shipping

Update. Advertising, marketing, and promotional messages, such as coupons or upselling, are not permitted in these templates.

Generally, these templates must be customer-centric and high value, provided users with information they have requested. In

Genesys Cloud, a common message template is Issue Resolution. This template is similar to: "We apologize we weren't able to

answer your message right away. If you still need assistance, please reply with Yes." This template inspires the user to reply, which

leads to another 24-hour Customer Service period. A window opens and Agents are free to converse freely with the user. Message

Templates may have placeholder fields that will be filled dynamically, usually with the customer's name, account number, support

case number, etc. See, WhatsApp’s guidelines on Template Messages.

How do I request a Message Template fo r my Ho w do I request a Message Template for my WhatsApp Business Account?WhatsApp Business Account?

Please refer to the Resource Center for instructions and a downloadable form to request Message Templates. When approved, we

will email you instructions on configuring the Template in Genesys Cloud.

What are HSMs (Highly Structured Messages)?What are HSMs (Highly Structured Messages)?

See “Message Templates”, above. WhatsApp refers to “HSMs” as “Template Messages”.

Can I use automatio n o r bots with the WhatsApp Can I use automatio n o r bots with the WhatsApp Business API?Business API?

You may use automation when responding during the Customer Service Window, but must also have available prompt, clear, and

direct escalation paths to human agents. See the WhatsApp Business Policy for details. Valid escalation paths include human

Agent handoff in-thread, phone number, email, web support form, or prompting an in-store visit.

Can I change my Phone Number’s Display Name?Can I change my Phone Number’s Display Name?

Yes. The display name change must be reviewed and approved by WhatsApp. When approved, a new integration certificate will be

generated. You must delete your current WhatsApp integration and create a new one with the new certificate to complete the name

change. We recommend doing this during off-peak hours and test-dialing or texting the number first to ensure you can receive the

new activation code.

How can I update my Logo or other public How can I update my Logo or other public Profile information?Profile information?

Email us at GenesysCloudWhatsAppRequests@genesys.com for requests to change profile information. See the application above

for the available fields.

What are a “Message Links” (aka, “short link”) What are a “Message Links” (aka, “short link”) and QR Co des?and QR Codes?

Once your number is active, you may request a Message Link and QR Code. These let end-users easily add your number to

WhatsApp on their device without manually entering your number. Message Links can be included in mobile apps, email signatures,

and websites, for example. QR Codes might be included on websites or printed and affixed to physical locations, advertisements, or

products. Short links and QR Codes optionally have pre-populated messages that are filled when users tap, click, or scan it. See

details and the QR Code request form in our Resource Center.

What is a WhatsApp Official Business Account?What is a WhatsApp Official Business Account?

A business account on WhatsApp can either be listed as an "Official business account" (OBA) or a regular "Business account". An

OBA will have a green badge for the business’s profile. At this time, only certain business accounts are listed as an OBA. This is

solely at Facebook’s discretion. Listing a business as an "Official business account" is based on a variety of factors, such as

whether the brand is notable. Generally, Facebook reserves Official Business accounts for internationally recognized brands. Being

Verified on Facebook does not help your business to become an Official Business Account. Please see How to Get and Official

Business Account for details, and contact us at GenesysCloudWhatsAppRequests@genesys.com to request an OBA after your

WhatsApp number is active.

Does the WhatsApp Business API support Group Does the WhatsApp Business API support Group chat, Voice calls, or V ideo calls?chat, V oice calls, or V ideo calls?

The API does not support these features currently.

Does Facebo ok have access to WhatsApp messages? Does Facebo ok have access to WhatsApp messages? Is WhatsApp encrypted?Is WhatsApp encrypted?

As WhatsApp is an end-to-end encrypted channel, Facebook's documentation claims it does not have visibility into the text or media

content of messages sent through WhatsApp Business API.

For information and statements about WhatsApp encryption see, https://developers.facebook.com/docs/whatsapp/overview/,

https://developers.facebook.com/docs/whatsapp/faq/#faq_188619461766385, and https://www.facebook.com/notes/mark-

zuckerberg/a-privacy-focused-vision-for-social-networking/10156700570096634/

Can I have multiple Business Managers or Can I have multiple Business Managers or WhatsApp Business Accounts (WABAs)?WhatsApp Business Accounts (WABAs)?

According to Facebook's guidance, a business should have only one Facebook Business Manager. If your company has multiple

entities, you can create additional BMs. For approval to use the WhatsApp Business API, each BM must go through Business

Verification separately.

The use of multiple WABAs for a BM is also possible, but it's generally advised to have a limited number of WABAs, as this adds to

management overhead. As an example, Message Templates are not shared among WABAs, so if they were to be used in every

WABA, multiple WABAs would be required.

What co untries are blocked from using the What countries are blocked from using the WhatsApp Business API?WhatsApp Business API?

The WhatsApp Business API is currently blocked from Crimea (+7978), Cuba (+53), Iran (+98), North Korea (+850), and Syria (+963).

Businesses should not knowingly communicate with users in these countries regardless of the number's country code.

Social Media Components -- Facebook and TwitterSocial Media Components -- Facebook and Twitter

The social media feature for Facebook and Twitter includes these components:

The Social Media ProcessorSocial Media Pro cessor processes and caches data for Customer Interaction Center.

The Genesys HubGenesys H ub provides a platform-agnostic API for the social platforms that Genesys products support.

The CIC serverCIC server includes subsystems that work with the social media processor to process social media interactions for CIC.

It also includes the IC E vent Bridge,IC E vent Bridge, which connects to the social media processor and creates social interactions for social

media data.

Social Media Technical ReferenceSocial Media Technical Reference

Social Media Components -- WhatsAppSocial Media Components -- WhatsApp

For WhatsApp, PureConnect uses the Genesys Cloud (formerly PureCloud) digital messaging platform. The WhatsApp integration

between PureConnect and Genesys Cloud includes these components:

The Social Media ProcessorSocial Media Pro cessor processes and caches data for Customer Interaction Center.

The Messaging Platform from Genesys Cloud provides the capability to send/receive messages for WhatsApp communication.

The CIC serverCIC server includes subsystems that work with the social media processor to process social media interactions for CIC.

It also includes the IC E vent Bridge,IC E vent Bridge, which connects to the social media processor and creates social interactions for social

media data.

Social Media Supported PureConnect ApplicationsSocial Media Supported PureConnect Applications

The following PureConnect applications support social media applications.

ApplicationApplication DescriptionDescription For mo reFor mo re

informationinformation

Interaction Connect In the Current Interactio nCurrent Interaction view in Interaction Connect, agents can

receive and respond to social media interactions. Agents can pick up,

hold, and disconnect social media interactions.

Interaction Connect also provides agents with access to their quality

management scorecards and interaction recordings for social media

interactions.

Interaction Connect is also where administrators configure social

media channels.

Interaction

Connect help

Interaction Tracker Administrators and supervisors can search for social media

interactions and view the details in the Interaction Interactio n DetailsDetails view in

Interaction Tracker..

Interaction

Desktop help

Interaction Recorder Supervisors can search for and play back recordings for social media

interactions. For example, when creating a search in Interaction

Recorder Client in IC Business Manager, a supervisor can add a search

attribute to find recordings for Twitter by searching for Media Specific >

Social > Platform and selecting Twitter.

Interaction

Recorder

help

Interaction Recorder Policy Editor Supervisors can create initiation, retention, and security policies for

recording social media conversations.

Interaction

Recorder

Policy Editor

help

Interaction Designer Interaction Designer includes a new social conversation exit path for

the Query Media Type toolstep for determining interaction types. There

is a new initiator for transferring social media interactions

Interaction

Designer

help

Interaction Supervisor in IC Business ManagerStatistics for the longest social conversation and active social

conversations are available. The social conversation media type is

available in the search criteria in the Interaction Details view. The

Interaction Details dialog includes a media type indicator for social

conversations.

Interaction

Supervisor

help

Note:Note: Social media interactions are not routed through Interaction Director.

ACD Routing of Social Media InteractionsACD Routing of Social Media Interactions

Automatic Communication Distribution (ACD) of social media interactions, as with other types of interactions, routes incoming

messages to agents. For general information about ACD, see the

ACD Processing Technical Reference

https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/acd_processing_TR.pdf.

The social media interaction types are Social Conversation for public Facebook and Twitter messages, and Social Direct Message

for Facebook private messages, Twitter direct messages, and WhatsApp direct messages.

Agents must have the ACD Social Media option enabled in their user or station licensing configuration to allow ACD routing of the

social conversation interaction type. The agents must also belong to a workgroup that has an ACD queue and is associated with a

social media channel.

For more information, see Social Media Configuration.

An administrator can configure the ACD utilization rate to specify the number of social media interactions the agent can receive via

ACD. For more information about ACD utilization, see the Interaction Administrator help and the

ACD Processing Technical

Reference

at https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/acd_processing_TR.pdf.

Social Media Technical ReferenceSocial Media Technical Reference

Social Media Interactions in Interaction ConnectSocial Media Interactions in Interaction Connect

Agents receive and respond to social media interactions in Interaction Connect. Current functionality includes picking up, holding,

recording, transferring, and disconnecting interactions.

Agents manage social interactions in the My My Interactio nsInteractions and Current Interactio nCurrent Interaction views.

Agents can respond to direct messages in Interaction Connect, but cannot initiate a direct message exchange.

For a description of the social media features in Interaction Connect, see Managing Social Media in the Interaction Connect help.

Social Media ConfigurationSocial Media Configuration

The following are configurable options that are required or available for processing of social conversation interactions.

Licensing

In Interaction Administrator:

Configure users and workgroups for social media interactions (User and Workgroup Configuration in Interaction

Administrator)

Configure stations for social media interactions (Station Configuration)

In Interaction Connect:

Enable social media

Create a social media account

Create Facebook and Twitter (Channel Configuration)

In DSEdit, you have the option to change the polling limit (how often polling occurs) and the number of posts requested (Poll

Interval and Post Limit).

Social Media Technical ReferenceSocial Media Technical Reference

LicensingLicensing

Facebook and Twitter require these licenses:

LicenseLicense DescriptionDescription

I3_FEATURE_SOCIAL_MEDIA This CIC server feature license enables the Facebook and Twitter social media feature on the

server.

I3_ACCESS_ACD_SOCIAL_MEDIAThis license, assigned to users and/or stations, enables agents to receive Facebook and Twitter

ACD-routed social conversation interactions.

WhatsApp requires these licenses:

LicenseLicense DescriptionDescription

I3_FEATURE_WHATSAPP_SOCIAL_MEDIAThis CIC server feature license enables the WhatsApp feature on the server.

I3_ACCESS_ACD_WHATSAPP This license, assigned to users and/or stations, enables agents to receive WhatsApp

ACD-routed social conversation interactions.

For more information about licenses in general, see the

PureConnect Licensing Technical Reference.

For more information about required configuration settings, see User and Workgroup Configuration in the

Interaction Administrator

Help

NoteNote : Loading a new license does not require a restart of the server. Updates are made dynamically.

User and Workgroup Configuration in Interaction AdministratorUser and Workgroup Configuration in Interaction Administrator

User and workgroup configuration settings in Interaction Administrator indicate whether an agent can receive social media

interaction, how many social conversation interactions they can receive, and the target service level for handling them.

ACD

Social

Media

option

ACD

Enables or

disables the

agent's

availability to

receive

Facebook and

Twitter social

media

conversations.

Enables or

disables the

agent's

availability to

receive

interactions, if

configured.

Interaction Interactio n Administrato r > User Configuration > LicensingAdministrator > User Configuration > Licensing

ACD

Utilization

rate

Specifies how

many social

media

conversations

an agent can

receive via

ACD.

Interaction Interactio n Administrato r > User Configuration > ACDAdministrato r > User Configuratio n > ACD

For more information, see the following:

"Utilization - Workgroup, User" in the

Interaction Administrator Help

https://help.genesys.com/cic/mergedProjects/wh_ia/desktop/interaction_administrator_help.htm

ACD Processing Technical Reference

https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/acd_processing_TR.pdf

Workgroup

Queue

Service

Level

Specifies the

target service

level (amount

of time) for

handling

social media

conversations.

Interaction Interactio n Administrato r > Workgroup Configuration > Co nfigurationAdministrator > Workgroup Co nfiguration > Configuration

Station ConfigurationStation Configuration

Station configuration settings in Interaction Administrator indicate whether an agent connected to a station can receive social

conversation interactions.

ACD Social

Media

option

ACD

option

Enables or disables routing of Facebook and

Twitter social media interactions to an agent

connected to the station.

Enables or disables routing of WhatsApp

interactions to an agent on the station.

Interaction Interactio n Administrato r > Station Configuratio n >Administrator > Statio n Co nfiguration >

LicensingLicensing

Note: ACD routing of social media interactions works when either the station or the user has the ACD Social Media access

license.

Channel ConfigurationChannel Configuration

As an administrator, you can create and configure channels in Interaction Connect. Each channel associates a Facebook page,

Twitter handle, or WhatsApp phone number with an ACD workgroup.

Facebook channels associate Facebook pages with ACD workgroups. Facebook conversations on the specified page become

social conversation interactions and are routed to the specified workgroup.

Twitter channels associate Twitter handles and keywords with ACD workgroups. Tweets that include the specified Twitter handles

or the specified keywords become social conversation interactions and are routed to the specified workgroup.

You can add and configure channels in Interaction Connect, as long as you have the Social Media AdminSocial Media Admin right.

To enable social media, add a social media account, and configure Facebook, Twitter, and WhatsApp channels, refer to the

Interaction Connect help.

Poll Interval and Post LimitPoll Interval and Post Limit

Attributes in DSEdit allow you to specify how often PureConnect polls Facebook and Twitter for new posts (PollInterval attribute),

as well as the number of requested posts (PostLimit attribute).

By default, PureConnect attempts to fetch 100 posts every five seconds. You have the option to change those values.

Toolsteps and InitiatorsToolsteps and Initiators

The Query Media Type toolstep, which determines an interaction's media type, has two new exit paths:

Social conversation

Social direct message

There are two new initiators:

Transfer Conversation

Transfer Direct Message

For more information about the toolstep and initiators, see the Interaction Designer help.

Interaction Recovery for Social Media InteractionsInteraction Recovery for Social Media Interactions

Two server parameters enable recovery of social media interactions after a switchover.

Socialconversation Interaction Socialconversation Interaction Recovery EnabledRecovery Enabled enables switchover support for social conversation interactions. Add

this parameter and assign it a non-zero integer.

Directmessage Interaction Reco very Directmessage Interaction Reco very EnabledEnabled enables switchover support for social media direct message interactions.

Add this parameter and assign it a non-zero integer.

After you enable the parameter and restart the backup server, the Interaction Recovery Service subsystem performs a full

synchronization of Social Conversation interactions and Social Direct Message interactions with the active server.

Other ways to recover social media interactions:

If the end customer adds a reply to a social media conversation, the conversation comes back into the system as an

interaction with the content of the conversation to that point.

If the agent or someone with access to the social media accounts on Facebook and Twitter goes into the platform directly and

replies in the conversation, the conversation comes back into the system as an interaction.

Social Media Technical ReferenceSocial Media Technical Reference

Change logChange log

The following table lists the changes to the

Social Media Technical Reference

since its initial release.

DateDate ChangesChanges

6-August-2018 Created

12-December-2018 Added support for Twitter direct messages and Facebook private messages.

14-June-2019 Reorganized the content only, which included combining some topics and deleting others that just had an

introductory sentence such as, "In this section...".

06-May-2020 Added support for WhatsApp direct messages.

11-June-2020 Corrected WhatsApp feature license name.

08-July-2020 Updated to add requirement for PureCloud 3 license.

19-October-2020 Added a link to the Interaction Connect help.