Agentless WhatsApp With Regular Text Body

1

Hi,

"I have created an agentless WhatsApp Data Action using the API endpoint /api/v2/conversations/messages/agentless, which only accepts approved message templates for the WhatsApp Channel. Is there a way to send regular text messages instead of templates? Alternatively, how can I use a template to send a regular text message?"

Thanks..!!

Regards,
Suresh U

2

Hi @usuresh You will need to use a templated message there. See this documentation for more info Add a WhatsApp template message - Genesys Cloud Resource Center on how to set that up. You can define just "text" in the template body, if that's what you mean.

3

Hi Greg,

Thanks for your response.

4

Hi,

I have created template with text and able to send text messages using agentless WhatsApp. Is there a way to send attachments like pictures etc ..?

Thanks..!!

5

Hi Suresh,

Media/attachments in WhatsApp templates are not supported in Genesys Cloud as yet. We do have a feature that is currently in development, which will allow for images to be included as part of the template header. It is expected to be released in Q4. You can follow this Idea for updates: Genesys Cloud Ideas Portal.

Thanks,
Atul

6

Thanks Atul ..!!

7

Hi,

I have created template and when I test data action I am getting repose without any error but not getting message. What could be the reason ?

Thanks..!!

8

You've got a couple things going on here, that you would want to verify. You will need to dig in more on your side.

  1. You mentioned data action, so seems you aren't invoking the Agentless public api directly yourself there? Is the data action successfully being invoked? You could try to remove it from the equation and invoke the Agentless Api yourself instead
  2. If #1 data action is setup correct, then the Agentless Api will give a conversationId and message response. Use that conversationId/message and wait for a delivery-receipt (message.status) that will help you understand if something failed on the Whatsapp side with that message once it left Genesys Cloud, and maybe that's why the end user didn't get it. You could have formatted the end customer WA number wrong for instance.
9

Hi @Greg_Boston,

Thanks for your response..!!

Yes data action successfully invoked. I could see the data action response as well with 200 Status.
Here is the error message I pulled from Coversation Api.

"status": "Failed",
"reasons": [
{
"code": "GeneralError",
"message": "template name (send_message) does not exist in en_US"
}
],

Is it because of my template shows "In Review" status in WA business account ? Because, data action retuning response successfully with the same status. So little confused. Thanks..!!

10

Yes, your WA template will need approved, to work correctly.

11

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