WhatsApp Embedded Signup Flow overview

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Genesys Cloud's WhatsApp Embedded Signup Flow enables customers and partners to onboard to the WhatsApp business platform directly within Genesys Cloud. It combines onboarding steps into a single flow, connecting Meta Business Manager and WhatsApp Business Accounts to Genesys Cloud, verifying and registering phone numbers instantly. The integration allows routing of inbound WhatsApp messages to agents. Users can add their WhatsApp phone number, verify it via text or call, and connect it to their Facebook pages. Key details include verifying phone numbers, assigning integration names, using 6-digit PINs, and activating message routing to enable agent interactions. Overall, Genesys Cloud and WhatsApp integration provides omnichannel messaging capabilities between customers and agents. Businesses own the created WhatsApp Business Accounts, which are shared with Genesys, and can manage WhatsApp assets directly in Meta Business Manager.

PrerequisitesClick to expand

Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
Messaging > Integration > All permissions
Access to your Meta business portfolio (as part of your Meta business suite or business manager account). The business or brand that interacts with WhatsApp customers represent the Meta Business Portfolio and must own the Business Manager account. A Business Portfolio account owned by a partner or ad agency is not accepted on-behalf of the business or brand.
A valid WhatsApp business phone number that can receive SMS or Voice calls for verification. For more information about phone number requirements, see Manage your WhatsApp business account.
Inbound Message Flow/Digital Bot Flow for routing incoming WhatsApp messages from customers.
Get opt-in for WhatsApp. Businesses are required to obtain an opt-in before opening conversations with customers outside the 24-hour window. For more information, see the Get Opt-in for WhatsApp page on the Facebook for Developers website.

Genesys Cloud WhatsApp Embedded Signup flow enables the customers and partners to onboard to the WhatsApp business platform directly within Genesys Cloud. It allows you to create WhatsApp integrations without leaving the Genesys Cloud interface. The process combines the onboarding steps within a single flow and enables you to connect your Meta Business Manager and WhatsApp business accounts (WABAs) to Genesys Cloud, verifies, and registers the phone numbers instantly.

The WABAs created using Embedded Signup are always owned by the business user and automatically shared with Genesys. Customers and partners can manage all WhatsApp assets (phone numbers, business profiles, message templates) directly from the Meta Business Manager. For more information about managing a WhatsApp business account, see Manage a WhatsApp business account.

You can track and monitor the insights data related to your messages and view approximate pass-through charges for your WhatsApp conversations directly from your Meta Business Manager.

Note: Do not create new WhatsApp business accounts or add WhatsApp phone numbers to your accounts from your Meta Business Manager. Follow the Embedded Signup Flow process to connect and integrate your WhatsApp numbers in Genesys Cloud.

The following video provides a demonstration on how to set up your WhatsApp Messenger integration.

Note: Ongoing innovation might cause the UI to appear differently.

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WhatsApp Embedded Signup Flow overview