When using the built-in Genesys and WhatsApp integration, is it possible to get access to the Genesys hosted "WhatsApp Business API Client" (e.g. URL, username and password)?
This would be for the purposes of building a chat bot to handle incoming WhatsApp messages before potentially handing off to Genesys via the new Open Messaging API.
If this is not possible, then I guess the WhatsApp business API client hosting would have to be moved from Genesys to a 3rd party hosting?
Hello,
"is it possible to get access to the Genesys hosted "WhatsApp Business API Client" (e.g. URL, username and password)?"
No, that is not possible.
"If this is not possible, then I guess the WhatsApp business API client hosting would have to be moved from Genesys to a 3rd party hosting?"
I am not totally sure I understand what you mean by moving the WhatsApp Business API client to a 3rd party hosting. But this is not possible from a Genesys Cloud perspective - integration resides and is managed in Genesys Cloud only.
You would either have to integrate with WhatsApp on your side, and manage all messages exchanged with WhatsApp users (chat bot phase and Contact Center phase), and integrate with Genesys Cloud via Open Messaging API to forward messages between customers and agents (while in "Contact Center phase" - acting as "intermediary").
Or you would have to let Genesys Cloud manage the WhatsApp integration, and integrate with Genesys Cloud using the Bot Connector approach. On a new conversation, you can instruct Genesys Cloud (via an Architect flow) to interact with your bot using the Bot Connector API.
Regards,
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