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