AI-generated summary
Genesys Cloud's integration with WhatsApp enables businesses to manage WhatsApp business accounts directly within Genesys Cloud. Key capabilities include full control over WhatsApp accounts, performing tasks like onboarding and sending messages with WhatsApp Manager, and handling errors during onboarding or with marketing templates. The integration provides use cases like customer messaging and marketing campaigns while giving businesses ownership of their accounts. Genesys Cloud lets businesses register phone numbers on WhatsApp to send and receive messages. Businesses can register Genesys Cloud voice and SMS numbers, 800/toll-free numbers not behind an IVR, and numbers owned by the business. Short codes and sender IDs cannot be registered. Mobile numbers used in the WhatsApp mobile app must be deleted before registering in Genesys Cloud. Business verification confirms account legitimacy, increases messaging limits, and provides a verified badge. Partners can access customer accounts by being added to a business portfolio or by sharing the WhatsApp Business Account without access to the overall Meta business account. Genesys Cloud enables migrating existing WhatsApp integrations from other providers or Genesys Engage to Genesys Cloud with minimal downtime. Messages sent before completed migration are billed to the old provider. Official business accounts get a verified green checkmark badge; requests are submitted via WhatsApp Business Manager. Display names are changed in WhatsApp Manager after ensuring compliance. Once linked, businesses can leverage approved message templates, automated notifications, and agent-based messaging over WhatsApp. Genesys Cloud provides real-time monitoring of messaging analytics and spending for WhatsApp conversations. More details on Genesys Cloud's WhatsApp pricing and integration can be found on their messaging pricing and WhatsApp Business Platform pricing pages.
