WhatsApp is a supported customer channel. A hybrid conversation (customer-agent-bot) works with WhatsApp as with any other chat channel. For WhatsApp channel capabilities, see the channel capabilities matrix on (3.15 ) Media Channels.
The integration uses channel aggregators such as Twilio.
WhatsApp Structured Message
In addition to normal text message exchange, Hybrid Chat supports a structured message exchange in a bot-to-customer conversation. A structured message is like a conversational form where the customer is limited to give input only against the available input options. You can define a structured message template and train the bot. All supported chat channels would then show the structured message according to the channel capabilities. See Structured Messages for details.
WhatsApp Integration Configurations
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WhatsApp via Twilio |
See (3.15 ) Twilio WhatsApp Integration for setup and configuration details. |
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WhatsApp via 360Dialog |
See 360Dialog WhatsApp Integration for setup and configuration details. |
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Other aggregators |
Integration via other aggregators is also possible via (3.15 ) Customer Channel API |