Cloud for Service integration with WhatsApp messages

[Former Member]

Dear Community Exerts,

I am working on an use case where customers can communicate over WhatsApp with a company's customer service department for inquires, obtaining order status, etc. Customer's interaction with company account in WhatsApp will be routed to a customer service agent's Live Activity work center in SAP Cloud for Service. The customer needs to be identified from the WhatsApp message. The agent can see the messages and respond from the Live Activity. The complete interaction will be saved in an activity. Also, a ticket can be created from the Live Activity during customer interaction.

Questions:

What are the options for a customer service rep to interact from the Live Activity work center in Cloud for Service?

What are the ways in which we can integrate WhatsApp inbound messages into the Live Activity in Cloud for Service, and enable outbound agent responses back to the customer on WhatsApp?

How routing can be handled to determine the agent best suited for providing service to the customer in this scenario?

Please share your insight/experience on the WhatsApp integration scenario.

Thanks,

Prodipto

[cc4f00ba-6b54-403d-bf1c-3]

Hello prodipto.roy1 ,

I asked in chatgpt (chat.openai.com/chat) the question "How can SAP Service Cloud be integrated with WhatsApp?" and I received an answer which I believe it's valuable to help you.

Since I'm not an integration expert, kindly go to chatgpt and check if that helps you.

Regards,

Gabriel

[Former Member]

yes everything will be integrated on Gb whatsapp.

[former_member1217275]

 yes everything will be integrated on Gb whatsapp.

• What do you mean by that because it's just a modified version of WhatsApp? So Please share more details thanks.

[Suchita92]

Hi,

You have a good use case but its not feasible only by configuring something from SAP Service Cloud side, it would also need some way to trigger the 'Live activity Session' from Whatsapp side - which I am not sure possible given its public & free version.

Generally for anything to trigger a session in Live activity, the live activity needs to be called by the source system - in this case - whatsapp. So there needs to be a away for whatsapp to post the chat session to Service Cloud. This is not something Service Cloud is responsible for.

What Service Cloud can do is consume the REST API ( if there any provided by WhatsApp for integration).

If you see Administrator -> Service & Social ->Communication Channels -> Chat Provider : here we would map the URL and Key provided by Chat Provider.

In direct CTI integrations for Web Chat, the CTI provider sets up the call to live activity center using the parameterised method as described Here. once the chat session is invoked in their service.

Hope this helps.

I would be very interested to know if you get a way to push the session from WhatsApp (may be try the web version of Whatsapp and pay around the URL and scrpting ?? )

Thanks,
Suchita

[former_member637045]

Dear Prodipto Roy do you have some response for your ask? good questions!