SAP Knowledge Base Article - Public

3170828 - WhatsApp Integration with C4C

Symptom

  • Business requires using WhatsApp interactions with end customers
  • How does this work with SAP Cloud for Customer
  • What are the options available to integrate WhatsApp as a channel?

Environment

  • SAP Cloud for Customer
  • Cloud for Sales
  • Cloud for Service

Resolution

  • There is no direct integration in C4C to use WhatsApp
  • Instead, customers are encouraged to use 3rd party partners who provide CTI Capabilities, which can integrate with C4C per KBA 3156554
  • Options:
    • Customer who already use SAP Contact Center, can check SAP Knowledge Base Article 3059081
    • Other partners include:
      • Sinch Contact Pro (Engage customers anytime, through any channel)
      • Commbox (CommBox AI Powered Omnichannel Platform)
      • Kohors  (Khoros for SAP Customer Experience Cloud)

See Also

  • 3156554 - CTI Integration Options with SAP Cloud for Customer (Service and Sales)
  • 3059081 - WhatsApp integration with SAP Contact Center
  • 2789906 - SAP Contact Center 7.0 - WhatsApp as a inbound channel
  • 3048459 - Commbox Integration With WhatsApp, SMS, Video and Chat
  • 3052305 - C4C Settings Commbox Integration
  • 3051953 - Error Tadiran.commbox.io Refused to Connect During the Commbox Integration With WhatsApp

Keywords

Tickets; CTI; Live Activity; Social Media; Omnichannel; Whatsapp, , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-LA , Live Activity , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2202 ; SAP Cloud for Customer core applications all versions