This guide describes how to use WhatsApp integration with x-bees.
Other x-bees documentation: x-bees documentation.
Created: July 2024
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Introduction
x-bees integration with WhatsApp allows to receive and reply to messages from clients that are contacting agents via WhatsApp.
Requirements
- 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:
External user's phone number is used as a conversation title. 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:
You can reply to the external user directly via the x-bees conversation and the user receives your reply to WhatsApp:
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.