3289117 - WhatsApp integration via CTI Widget integrated with Cloud for Service Live Activity or Agent Desktop

• You are using either the Live Activity or the Agent Desktop (add-on) 
• You are also using a CTI Certified Provider which supports WhatApps as a communication channel
• To understand what is required for C4C to identify Business Partners when an interaction arrives

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

1. Initiate a call (inbound)
2. Call arrives to C4C, but no customer is identified

1. Go to Administrator -> Service and Social -> Configure Agent Desktop (AD)
2. In the AD, expand the menu and select "Configure Widget and Provider"
3. Scroll to the button under "Channels" and click the + to add a channel
4. Add, for example 
• Type= WhatsApp
• ID=[ask your CTI provider] let's say they will use something "Sinch_WhatsApp"
• Identified by=Phone
5. Ensure the payload sent by the CTI provider corresponds to SMS Messaging Events required by C4C:
• See example payloads below

• Notify:
   {

  "payload":{
  "Type":"MESSAGE",
  "EventType":"INBOUND",
  "Action":"NOTIFY",
  "ANI":"+30040300597",
  "Text":"This is SMS text",
  "ExternalReferenceID":"77FB2990D24411EAAA5EBC019352B05E",
  “ChannelId” :”<< This is the channel id that is configured in step 3 above>>" something like “ChannelId” :”Sinch_WhatsApp"
  }
  }

• Accept:

  {
  "payload":{
  "Type":"MESSAGE",
  "EventType":"INBOUND",
  "ANI":"+30040300597",
  "Text":"This is SMS text",
  "ExternalReferenceID":"77FB2990D24411EAAA5EBC019352B05E",
  "ExternalOriginalReferenceID":"E0163EA718FC1FFABDD5608C895AEF67"
  “ChannelId” :”<< This is the channel id that is configured in step 3 above>>" something like “ChannelId” :”Sinch_WhatsApp"
  }
  }

• Update Activity:

  {
  "payload":{
  "Type":"MESSAGE",
  "EventType":"UPDATEACTIVITY",
  "Action":"END",
  "ExternalReferenceID":"77FB2990D24411EAAA5EBC019352B05E",
  "Transcript":"+30040300597 : Hi\nhelp@ssupport.com : Hi\nhelp@ssupport.com : how you doing?\n+30040300597 : Please reschedule appt to tomorrow.\nhelp@ssupport.com :Sure! Will look into that."
  “ChannelId” :”<< This is the channel id that is configured in step 3 above>>" something like “ChannelId” :”Sinch_WhatsApp"
  }
  }

• Ensure that there is a matching phone number in the master data which corresponds to the ANI information provided by the CTI

WhatApp, Sinch, Cisco, Avaya, Integration, Business Partner Identification, Phone, SMS, Message , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , LOD-CRM-LA , Live Activity , Problem