3289117 - WhatsApp Integration via CTI Widget with Live Activity or Agent Desktop in SAP Service Cloud

You are using either the Live Activity (LA) center or the Agent Desktop (AD) add-on in SAP Cloud for Customer and want to integrate WhatsApp as a supported communication channel via a CTI Certified Provider. 

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sales
• Add-on: Agent Desktop (AD) or Live Activity (LA)  

1. Initiate a call (inbound)
2. Call arrives in Service Cloud, but no customer is identified

Missing or incorrect payload

WhatsApp as a Channel in Agent Desktop (AD)

1. Navigate to Configuration: Administrator → Service and Social → Configure Agent Desktop
2. Add WhatsApp as a Channel:
   1. Expand the menu and select Configure Widget and Provider.
   2. Under Channels, click + to add a new channel.
   3. Define the channel:
      • Type: WhatsApp
      • ID: As provided by your CTI provider (e.g., Sinch_WhatsApp)
      • Identified by: Phone
3. Ensure Payload Alignment: Your CTI provider must send payloads aligned with the SMS Messaging Events format supported by C4C.
   
   • Example payloads:
     • Notify Event
       {
         "payload": {
           "Type": "MESSAGE",
           "EventType": "INBOUND",
           "Action": "NOTIFY",
           "ANI": "+30040300597",
           "Text": "This is SMS text",
           "ExternalReferenceID": "77FB2990D24411EAAA5EBC019352B05E",
           "ChannelId": "Sinch_WhatsApp"
         }
       } 
     • Accept Event
       {
         "payload": {
           "Type": "MESSAGE",
           "EventType": "INBOUND",
           "ANI": "+30040300597",
           "Text": "This is SMS text",
           "ExternalReferenceID": "77FB2990D24411EAAA5EBC019352B05E",
           "ExternalOriginalReferenceID": "E0163EA718FC1FFABDD5608C895AEF67",
           "ChannelId": "Sinch_WhatsApp"
         }
       }
       
     • Update Activity Event
       {
         "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": "Sinch_WhatsApp"
         }
       }
       
4. Master Data Alignment: Ensure the ANI value (incoming phone number) matches an existing phone number in your Business Partner master data. This ensures proper identification.
5. Agent Desktop Timeline Filters:
   • Once integrated, WhatsApp interactions will appear in the Agent Desktop timeline and can be filtered under Interaction Filters > WhatsApp. 
   • For more details, refer to the Agent Desktop - Messaging App Integration Documentation.

WhatsApp Support in Live Activity (LA)

• In the Live Activity Center, WhatsApp is supported as a messaging integration only.
• Unlike Agent Desktop, channel configuration via widget is not available for LA.
• Ensure that your CTI provider supports WhatsApp and that proper messaging payloads are passed to allow inbound message handling.

Sinch, Cisco, Avaya, Integration, Business Partner Identification, Phone, SMS, Message,WhatsApp, CTI, Agent Desktop, Live Activity, Cloud for Customer, Messaging Apps, ANI, SMS Events, Channel Configuration, Sinch, C4C Integration  , KBA , LOD-CRM-SBS-AC , Agent Console Add-on , LOD-CRM-LA , Live Activity , Problem