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Create a New Channel (Whatsapp)

Create WhatsApp Channel

  • Go to Phone System
  • Select View - System
  • Click Omnichannel - Channel
  • Click Create
  • Select type = WhatsApp
  • Input the following
    • WhatsApp number
    • Name

Working Hours​

Once you click on Create, a new window will open. This will be used to configure working hours. This section is divided into the following:

  • Public holiday
  • Custom holiday
  • Working hours

Note:​

Please disable the settings inside WhatsApp app in order to use Omnichannel Working Hours.

 

Chat Flow​

Users need to define the routing of the incoming chat to: 

  • Single inbox
  • Multiple inboxes
  • Programmable flow

For different timings:

  • Working hours
  • Non-working hours
  • Public holiday

#### Working hours > Single inbox

  • On tab Chat Flow, choose Chat Routing: Single Inbox.
  • Input Auto response message (Optional). A preview of the message is available on the right side.
  • Assign routing Inbox from the dropdown list.
  • Click Next to configure chat flow for Non-working Hours and Public Holiday.

Working hours > Multiple inboxes​

  • On tab Chat Flow, choose Chat Routing: Multiple Inboxes (Allow up to 3 additional inboxes).
  • Input Auto response message. A preview of the message is available on the right side.
  • Input Button text (maximum 20 characters can be added). Button text is displayed on the customer's WhatsApp screen.
  • Assign routing Inbox from the dropdown list.
  • Click Next to configure chat flow for Non-working Hours and Public Holiday.

Working hours > Programmable flow​

  • On tab Chat Flow, choose Chat Routing: Programmable Flow
  • Choose a programmable flow from the dropdown list to determine how incoming chats will be routed.
  • The flow needs to be configured in advance inside Developer Hub
  • Click Next to configure chat flow for Non-working Hours and Public Holiday

 

Note:​

  • Below is a sample flow created in Developer Hub
  • This requires Developer Permission Group to access the page

 

Non-working hours​

  • Chat routing = None (The incoming WhatsApp message is not routed to any inbox).
  • It will only show an auto response message set by the user.
  • The other flows are similar to the Working Hours configuration.
    • Single inbox
    • Multiple inboxes
    • Programmable flow

### Public holiday

Configuration options similar to Non-Working Hours:

  • None
  • Single Inbox
  • Multiple Inboxes
  • Programmable Flow

WhatsApp Channel Placement​

Once the WhatsApp number is connected to the channel, the channel name and number will appear on the General page.