Intelligent Contact Center Documentation
ICC Features
What's New with ICC
Installing ICC
Setting Up Google Dialogflow
Setting Up the ICC Application
Setting Up Twilio Web Chat Client
Setting Up WhatsApp Using Twilio
Setting up Twilio
Setting up Genesys
Agent User Guide
Manager User Guide
Report User Guide
Routing and User Management
Modifying Agent Dashboard
Modifying Manager Dashboard
Modifying Report Dashboard
Modifying Virtual Agent and IVR
Twilio Availability Component
Twilio Interaction Controls Component
Twilio Manager Component
Genesys Availability Component
Genesys Interaction Controls Component
Genesys Manager Component
ICC uses Twilio Programmable SMS for WhatsApp messaging service. This page walks you through the manual steps of setting up WhatsApp in Twilio to work with ICC.
Make sure you've already downloaded the ICC package .
This is an optional setup step if you are using ICC with Twilio and wish to leverage WhatsApp.
Appian Objects Used for Web Chat
The following are important Appian objects used for WhatsApp.
ICC_WS_TWIL_createSMSTask
object is a Web API used to create the SMS task in the correct WhatsApp format.
Twilio WhatsApp Console Setup
Create Facebook Business Manager ID .
Request Twilio Numbers be enabled for WhatsApp .
Note: A Twilio Number and a Facebook Business Manager ID are needed for this step.
Navigate to the WhatsApp Senders page in your Twilio Console .
From your Twilio workspace, select Programmable SMS .
Click WhatsApp .
Click Senders .
To create your first Business Profile, click the red plus + icon.
Note : A Twilio Number is needed for this step.
After your profile information is submitted, it will take Twilio five to ten days to process the request.