whats-app integration with sap c4c

[Former Member]

whats-app integration with sap c4c?

[manideepsatya · Accepted solution]

Hello NAZAREEN NADAF,

Check this, same should be possible with Cloud for Service as well.
https://blogs.sap.com/2019/07/16/whatsapp-integration-with-sap-s4hana/

Regards,
Manideep Satya

[former_member87164]

Hi,

There is no standard functionality, Please see the attached the document flow here is my solution

1. Users can communicate to the customer on WhatsApp through Infobip, here both ways communication can be done.

2. Infobip needs to consume C4C API and through this API, it can send the same message to C4C along with user name, customer mobile number and the message.

3.C4C will identify a customer with the same mobile number and create a service request for the same customer and store this message history in a separate tab under the ticket.

4.C4C keeps storing messages until the ticket gets closed.

5. Once the ticket gets closed for this customer and if again C4C gets the new message for the same customer then it will create a new service ticket and keep storing message history till the ticket gets closed.

Br,

Keshav

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[Former Member]

thanks a lot

[Former Member]

Hi Keshav

Nice blog, if you can please elaborate the steps how did you achieve it, it will be helpful.

Regards

Shridhar

[former_member87164]

HI Shridhar,

Thank you so much, can you please refer the blog,

https://blogs.sap.com/2019/12/11/sap-c4c-service-cloud-whatsapp-integration/

if you need more information required let me know will guide you

Br,

Keshav