How to Configure SMS and WhatsApp Conversations in WMS
This Guide explains how to configure SMS and WhatsApp conversations in WMS.
Other documentation: How to send and receive SMS/ MMS via CLASSOUND, WhatsApp Integration with x-bees
Created: July 2025
Permalink: https://wildix.atlassian.net/wiki/x/B4CIUQ
Introduction
Kite functionality includes a set of features which allow to have all conversations in one unified inbox, including SMS and WhatsApp conversations.
Starting from x-bees / Collaboration 7 app v. 2.24.1, it is necessary to configure SMS and WhatsApp conversations via the SMS/ WhatsApp section in WMS -> PBX -> Integrations -> Cloud integrations. See the step-by-step instructions below.
Note: WhatsApp integration is supported within x-bees only.
SMS / WhatsApp Setup
Go to WMS -> PBX -> Integrations -> Cloud integrations -> navigate to the SMS/ WhatsApp section:
The list of available CLASSOUND DIDs are displayed. Choose the number you wish to configure and click on it:
Note: "Partially configured" flag shows outdated or incomplete settings, which means the data was migrated from a Call Group, and the configuration needs to be reviewed and saved again to ensure everything works correctly.
In the Linked Service field, choose the service you want to link to this phone number:
Important:
Only one service can be linked. In case of changing the linked service, conversations that were previously created for this phone number with the previous linked service stop working.
Services act as unique identifiers. A single service may link calls, SMS, and WhatsApp into one conversation.
In the Routing Settings, you can choose if you want to route incoming conversations to:
An agent
A group of agents
Bot
Note:
In case of routing to a Service (Call group), the following rule applies:
In case of choosing a group of agents in Routing Settings, you can choose the same service as the linked service or a different one. When there is an incoming SMS, a conversation is created and agents from the Service indicated in Routing Settings are automatically added to the conversation.
If no agents from the call group is present in the conversation, all agents from the call group are added.
If at least one agent from the call group is already in the conversation, no additional agents from the call group are added.
If an agent specified in Routing Settings is removed from the chat (either manually or by leaving it), they will be automatically re-added when a new message arrives from the SMS or WhatsApp number. This occurs even if other agents are still present in the chat.
Routing to a Bot has the following logic:
If routing is configured to the bot and the bot is already present in the chat, the bot only responds outside of working hours.
During working hours, the bot stops responding and the conversation is handled by a human agent.
Unless the bot is manually removed, the bot remains in the chat and continues responding during out of working hours.
If an agent removes the bot, it becomes inactive and does not interfere.
If the bot adds a user to the chat or an agent joins via Live Dashboard, routing remains unchanged and the bot continues functioning according to its working hours rules.
(Optional) Set working and out of working hours. If an external user sends a message during working/ out of working hours, the system routes the message to the configured agent, group of agents, or bot.
You can add multiple rules if needed:
For Out of working hours, you need to choose Routing settings (can be same or different from Working hours, e.g. you can route conversations to the Bot):
(Optional) If you want to set predefined actions which are triggered in some conditions (e.g. in case there is no reply, message was not read), click Add Action in the Actions section:
On the Add a new Action screen, choose the necessary condition:
No reply: action is triggered if no agent replies within a defined time (from 5 seconds to 1 day)
Not read: action is performed if no one reads the message within a specified interval
No activity: action is triggered if there’s no chat activity (no messages from user or agent) for the predefined duration of time
Note: Joining the conversation from Live View and assigning the conversation are not available in the Activity section.
Then, choose an action. There are two types of available actions:
Send message: allows to send a predefined message (e.g., "All agents are currently unavailable, we’ll get back to you later.") if the condition is met
For this type of action, you need to choose the Bot to perform the action.
Add members: adds participants to the conversation. Choose member(s) that should be added to the conversation once the condition is met:
If you want the action to run only once per conversation, enable the option Execute specified task only once per conversation. Otherwise, the action is performed each time the conditions are met.
Click Apply to save the action
Note:
You can configure actions to send one-time notification (e.g. “We’ll get back to you later”) or set up multiple actions.
Up to 3 conditions can be set per Action.
If no Conditions are added, the Action is triggered after every message.
If a bot is configured in Send message Action, and an agent removes this bot from the conversation, the bot will be automatically added to the conversation and continue executing the action.
In case a bot was configured in Actions, but was later deleted from the Chat Bots list on PBX, the bot will still be added to the conversation and continue executing the action (the "Send message" task).
When agents are added to the conversation via the "Add members" action, no system message is displayed.
Click Save to save the changes:
Outgoing SMS / WhatsApp messages routing
When an outgoing SMS is initiated, the system checks for routing configuration in the following order:
CLASSOUND configuration (primary): if a matching configuration is found, it is used.
Call group settings in the Dialplan: in case nothing is found in the primary configuration, the system checks the call group settings and applies them if found.
Linking Call and SMS/WhatsApp Conversations
In case there was call with and later an SMS or WhatsApp conversation is created with the same external contact, the call conversation and SMS/ WhatsApp conversation are linked and the conversation history is preserved. If another agent uses the "Create conversation" option to start an SMS or WhatsApp chat with the same number and service, they will automatically join the existing conversation and have access to the full conversation history.