WhatsApp Integration with x-bees

Owned by Tatiana Bieliakova
Last updated: Jul 15, 2024
3 min read

This guide describes how to use WhatsApp integration with x-bees.

Other x-bees documentation: x-bees documentation.

Created: July 2024

Permalink: https://wildix.atlassian.net/wiki/x/EACVJg

Introduction

x-bees integration with WhatsApp allows to receive and reply to messages from clients that are contacting agents via WhatsApp.

Requirements

  • WhatsApp Business account
  • CLASSOUND DID indicated in Call group settings -> SMS/ Messengers field in WMS

Usage

When there is an incoming message from external user via WhatsApp, a separate conversation is automatically created in x-bees, with the WhatsApp tag and with external user's phone number as a conversation title (or with the contact name if the relevant entry is found in Phonebook / CRM contacts): 


Manage conversation members

All users belonging to the relevant Service (Call group) are automatically added to the conversation:


The conversation can be assigned to a particular agent or be left unassigned:


Also, you can add or delete conversation members via the Members section on the Info frame.

Messaging

You can reply to the external user directly via the x-bees conversation and the user receives your reply to WhatsApp:

When external user reads agent's message in WhatsApp, the relevant read icon is displayed in x-bees:

WhatsApp integration with x-bees allows to receive different types of messages (e.g. audio, pictures, files) from WhatsApp to x-bees:


Current limitation: The possibility to send pictures/ files to WhatsApp from x-bees conversation will be added in future releases.


Important: 

  • Agents can reply within 24 hours after receiving an external user's message. After 24 hours, the conversation switches to read-only mode. In case an external user writes another message to the same conversation, an agent again has 24 hours to reply:
  • The Call and Conference buttons in the conversation do not initiate a call / videocall to WhatsApp. Only messaging is supported within WhatsApp integration with x-bees.

Add contact to Phonebook / CRM

If needed, you can add the external user to a Phonebook or CRM integration via Info frame: 

When added, the conversation name changes to the name of the user: