How do I configure WhatsApp call deflection?

Below you can find a guide on how to forward a Native Voice conversation to Whatsapp using the Voice Flowbuilder.

1. Open Voice Flowbuilder:

2. • Go to the Voice Flowbuilder app in your Apps via the nine-tile menu.

3. Select the IVR Menu Object:

4. • In the left pane, find the ‘IVR menu’ object under ‘Conditional routing’ objects. This allows you to continue a conversation via WhatsApp.

5. Add an HTTP Request Action:

6. • To connect to WhatsApp, add an ‘HTTP request’ action from the left pane, found under ‘Outbound actions’. Refer to the example flow below.
     

     

7. Fill in the HTTP Request Options:

8. • Choose a description for your HTTP request, such as ‘whatsapp’.

9. Set the Request Method:

10. • Set the request method to ‘POST’.

11. Set the Request URL:

12. • Set the request URL to ‘https://gw.messaging.cm.com/v1.0/message’ if your WhatsApp number is provided via CM.com.
      

      

13. Set the Request Body

14. • Set the request body to:

    • Below, it is explained where to find the values in the red xxx.

^{{ "messages":{ "authentication":{ "producttoken":"xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx" }, "msg":[ { "from":"0031xxxxxxxxx", "to":[ { "number":" caller_number" } ], "body":{ "type":"auto", "content":"" }, "allowedChannels":[ "WhatsApp" ], "richContent":{ "conversation":[ { "template":{ "whatsapp":{ "namespace":"xxxxxxxx_xxxx_xxxx_xxxx_xxxxxxxxxxxx", "element_name":"xxxxxxxx", "language":{ "policy":"deterministic", "code":"xx" }, "components":[ { "type":"body", "parameters":[] } ] }}

Below you can find guidelines on where to find the elements in red.

1. Producttoken

2. • Product token from the CM portal.

   • Ask your CM.com contact person for the producttoken, because this is only visible to CM.com.

3. From

4. • Phone number from which the message is send. Start with the country code. (For example for The Netherlands it starts with '0031').

5. Namespace, Element_name, Code

6. • These elements relate to the WhatsApp message template to be sent.

   • The information can be found in the WhatsApp Dashboard. Below is an explanation of how to access it.

   • Go to your profile in the right top corner.

   • Click 'Dashboard'

   • Below 'Channels' (middle pane), select 'WhatsApp Business'

   • Go to the 'Message templates' tab and select the WhatsApp message template you want to connect.

   • Go to the 'For Developers' tab and here you can find the information. See below.