Jump to: navigation, search

Creating a WhatsApp Channel

Genesys Hub supports WhatsApp Business and includes an API connector for WhatsApp. The WhatsApp channel allows consumers to connect with brands and brands to connect with consumers from the WhatsApp Messenger app on their smartphone. This document describes how to create and activate a WhatsApp channel in Genesys Hub.

This topic contains the following sub-topics:


Brands must obtain the required approvals from WhatsApp to use WhatsApp Business. Purchasing a PureEngage product from Genesys does not constitute an approval by WhatsApp to use the software. For more information on WhatsApp policies, refer to https://www.whatsapp.com/legal/commerce-policy/ .
  • You must have a designated business number that complies with the WhatsApp requirements and is able to receive voice calls and text messages (SMS). For information on the requirements, refer to https://developers.facebook.com/docs/whatsapp/guides/phone-number.
  • You must have a valid GARN code to complete the WhatsApp on-boarding setup. When you buy a Genesys product, you receive a GARN code which is used for billing purposes.

Creating a Hub account

The first step of deploying a WhatsApp channel is to create an account within the Hub component of Social Engagement. Refer to the Create an Account section for instructions on how to set up an account. You can also log in with your existing account if you are already a registered Hub user.

Creating a WhatsApp channel

  1. Log on to your Hub account via https://socialanalytics.genesyscloud.com .
  2. Click Add Channel.The New Channel page is displayed.
  3. Select WhatsApp: Service from the Channel Type drop-down list.
  4. Choose PureEngage Premise from the Platform drop-down list.
  5. Enter your business phone number in the Business Phone Number field.
    If you want to create more than one WhatsApp channel, you must use a unique phone number for each channel.
  6. Enter a channel name and description. Channel name is used as the phone display name in WhatsApp and it is visible to consumers interacting with the brand in WhatsApp Messenger. You must ensure that the name complies with WhatsApp policies.
    CreateChannel WhatsAppHub.png
  7. Click Create. The channel is now in the CREATED stage.
    ChannelcreatedStatus WhatsAppHub.png

    The channel goes through the following stages in the activation process:

    1. CREATED - The first stage after channel creation.
    2. INITIATED - The channel is under review by Genesys.
    3. REGISTERED or REJECTED - The channel can be registered or rejected by Genesys team based on the provided channel data.
    4. ACTIVATED - The channel is activated and is enabled for WhatsApp Business.

Registering a WhatsApp channel

You must request Genesys to register your channel before proceeding with activation. After you initiate this request, the Genesys team starts verifying, provisioning, and configuring all the required infrastructure for your business contact number to function and service your consumers.

  1. Log on to your Hub account via https://socialanalytics.genesyscloud.com .
  2. Access My Channels and click on your channel name. The Update Channel page is displayed.
  3. Click Initiate to request Genesys for a review. The channel is now in INITIATED stage.
    ChannelinitiatedStatus WhatsAppHub.png

    Based on the result of the review, your next step can be:

    • REGISTERED - Activate the channel using the Activate button.
    • REJECTED - Update the channel data such as phone number and channel name, and initiate the review again using the Initiate button.
  4. Important
    • You cannot edit the business phone number and channel name when your channel is in INITIATED stage. If you want to update these details, contact your Genesys representative.
    • You may be contacted by your Genesys representative to verify your WhatsApp channel. Please ensure that all email addresses for the users registered in your account are valid.
    • If your channel is rejected, contact your Genesys Representative to understand the reason for rejection.

Activating a WhatsApp channel

You can proceed with activation as soon as you have received an email from Genesys confirming that your channel is registered.

  1. Log on to your Hub account via https://socialanalytics.genesyscloud.com .
  2. Access My Channels and click on your channel name. The Update Channel page is displayed.
  3. Ensure that the current stage is shown as REGISTERED and click Activate. A window is displayed for a PIN activation process.
    ChannelregisteredStatus WhatsAppHub.png
  4. Click Request PIN.
    RequestPIN WhatsAppHub.png
  5. Select a mode of communication to receive the PIN and click Next.
    ModePIN WhatsAppHub.png
  6. After receiving the PIN, enter the PIN and click Activate. Your channel is activated.
This page was last modified on March 29, 2019, at 12:33.


Comment on this article:

blog comments powered by Disqus