Agentless WhatsApp notifications - Genesys Cloud Resource Center
Agentless WhatsApp notifications
AI-generated summary
Genesys Cloud supports agentless WhatsApp notifications, enabling automated message delivery without agent involvement through triggered backend system events, Architect flows, or Agent Scripting using data actions. The feature is available on Genesys Cloud CX 2, CX 3, CX 4, or Digital editions with an active WhatsApp Messaging integration, OAuth client credentials, and appropriate role permissions. Implementation requires customer opt-in consent and compliance with WhatsApp policies.
Agentless WhatsApp notifications support approved WhatsApp template messages, including Media Carousel templates that deliver multiple image cards with interactive buttons in a single message. Templates must be created in Genesys Cloud and submitted to Meta for approval before deployment. Configuration methods include setting up trigger events through OAuth client credentials and API calls to the Agentless API endpoint, or creating data actions within Architect flows that reference approved templates. Use cases include offering voice callers WhatsApp connection options through IVR systems using the Call Data Action feature.
Implementation requires specific operational parameters: destination numbers must not be formatted in E.164 format, and source numbers require provisioning within the organization. Messages may only be sent to numbers with documented opt-in consent; automatic messaging to all callers is prohibited. Permission must be requested first using conditional IVR branching. Best practice recommends sending notifications only to customers actively using WhatsApp or those with prior WhatsApp channel engagement, as excessive messaging to inactive numbers risks account blocking.
The Agentless WhatsApp API applies ACD messaging pricing to conversations it creates and can initiate new conversations or add messages to existing disconnected conversations without requiring an active agent-customer connection. The feature utilizes a public API accessible through the Conversation API and Agentless messages documentation in the Developer Center. Contact with Genesys account advisors is required before implementation. Additional information is available through documentation on third-party messaging, messaging pricing, and customer journey tracking features.
Conversation > Message – Create permission assigned to a role
WhatsApp account and preapproved message template.
Obtain opt-in permission from your customers. You must comply with WhatsApp’s policies. For more information, see the Get Opt-in for WhatsApp page on the Facebook for Developers website.
Uses API to create conversations that include the ACD message fee. For more information, see Messaging pricing.
Agentless WhatsApp notifications allow you to send WhatsApp messages without involving an agent. Genesys Cloud can automatically send WhatsApp notifications from backend systems based on triggered events. You can also send WhatsApp notifications from an Architect flow or Agent Scripting by using a data action.
Agentless WhatsApp notifications support approved WhatsApp template messages, including supported Media Carousel templates. Carousel templates provide multiple cards with images and interactive buttons in a single WhatsApp message.
For example, use Agentless WhatsApp notifications to offer voice callers the option to connect using WhatsApp. After your IVR asks the caller for permission to contact them via WhatsApp and confirms their WhatsApp number, send a notification to them with the Call Data Action feature. For more information about configuring these actions, see About the Genesys Cloud data actions integration. Or, use the Agentless WhatsApp notifications API to start or continue conversations with your customers or internal team members. Make sure to observe WhatsApp’s opt-in policy when contacting customers proactively.
Access agentless WhatsApp notifications using a public API. For more information, see the Conversation API and Agentless messages page in the Developer Center.
Note: Contact your Genesys account advisor before you use this feature.
WhatsApp template messages
When you initiate a WhatsApp conversation outside the allowed customer service window, use an approved WhatsApp template message.
Depending on the messaging experience that you want to provide, you can use a supported standard WhatsApp template or Media Carousel template with agentless WhatsApp notifications.
Media Carousel templates allow you to send multiple image cards with interactive buttons in a single message. Before you use a Media Carousel template with an agentless notification, create the template in Genesys Cloud and submit it to Meta for approval. You can use the template after Meta approves it.
To configure agentless WhatsApp notifications based on triggered events from backend systems:
Create or use an existing OAuth client. For more information, see Create an OAuth client.
Use your OAuth client’s credentials to generate a token. For more information, see Grant – Client Credentials.
Use your new token to call the new Agentless API endpoint.
When you send an approved WhatsApp template, include the applicable template information and substitutions in the Agentless API request. For request requirements and supported message content, see Agentless SMS API and Agentless SMS Tutorial in the Developer Center.
Architect flow
To send an agentless WhatsApp notification from an Architect flow:
Create a data action that calls the WhatsApp notification API. Configure the request to reference the approved WhatsApp template that you want to send. For more information, see About the Genesys Cloud data actions integration.
Do not format destination numbers in E.164 format.
Make sure to provision source numbers within the organization.
Send messages to only numbers for which you collect and store the appropriate opt-in for WhatsApp.
Do not attempt to automatically send WhatsApp messages to every caller from your Architect flow. Ask permission first using a conditional branch in your IVR.
Send notifications only to customers that are active on WhatsApp. If you send too many messages to numbers not active on WhatsApp, you may be blocked. Best practice is to send notifications to customers who have opted in or have messaged previously on the WhatsApp channel.
ACD messaging pricing applies to conversations created by the Agentless WhatsApp API. For more information, see Messaging pricing.
The Agentless WhatsApp API can send messages to a customer regardless of an existing connected WhatsApp conversation. A connected WhatsApp conversation is an active conversation between an agent and a customer. The API can create a new conversation with the customer, and also add a new message to an existing conversation in the disconnected state.
The WhatsApp template must be approved by Meta before you use it in an agentless notification.