WhatsApp Dialogue Provider Plugin Settings Overview

Note: An additional Anywhere365 WebAgent for Omnichannel license is required.

Note: An Enterprise license or higher is required to access these features.

Introduction

Below an overview of the available settings for the WhatsApp Dialogue Provider

Depending on the WhatsApp provider you are using, you can customize your settings with the following options:

Setting	Value	Default	Description
Enabled	True or False Warning: Setting this value to FALSE when other UCCs are running does not disable the Dialogue Manager service for this particular UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location., but will shut down the Dialogue Manager service for all your UCCs using it!	False	Enable the provider
ProductToken	Product token ID	00000000-0000-0000-0000-000000000000	Provided by CM.com
Name	Must match regular expression ^[a-zA-Z0-9\.]+$		Name as shown to the receiver
PollingIntervalInSeconds	Whole number greater than 0	15	Specify how fast should the dialogue manager be polled for outgoing messages
Sms	+XXXXXXXXXX		Phonenumber for SMS
WaitForStatusReport	True or False	True	Wait for the status report of CM to determine if the message was successfully sent
WhatsApp	Phone number	+31612345678	WhatsApp phone number provided by CM.com

Setting	Value	Description
Enabled	TRUE Warning: Setting this value to FALSE when other UCCs are running does not disable the Dialogue Manager service for this particular UCC, but will shut down the Dialogue Manager service for all your UCCs using it!	Indicates whether the dialogue provider is actively used
Keyword	Anywhere365	Used a ReceiverName
PollingIntervalInSeconds	1	Time between each poll to send outgoing messages
BaseAddress	https://example.com	The base address of the Vonage Message API used to connect Vonage Message API
AuthorizationHeaderValue	XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX	The unique identifier used to authorize with the Messaging API For Basic Authentication use: "Basic {Base64 APIKey:APISecret}" For Bearer Authentication use: "Bearer {JWT Token}"
Sms	+XXXXXXXXXX	Phonenumber for SMS
WaitForStatusReport	FALSE	Indicates whether system should wait for status reports on outgoing messages; status reports indicate whether sending an outgoing message is successful or not.
WhatsApp	+XXXXXXXXXX	Phonenumber for WhatsApp