Forward to WhatsApp

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

1. Open Voice Flowbuilder:
• Go to the Voice Flowbuilder app in your Apps via the nine-tile menu.
2. Select the IVR Menu Object:
• In the left pane, find the ‘IVR menu’ object under ‘Conditional routing’ objects. This allows you to continue a conversation via WhatsApp.
3. Add an HTTP Request Action:
• To connect to WhatsApp, add an ‘HTTP request’ action from the left pane, found under ‘Outbound actions’. Refer to the example flow below.
  
4. Fill in the HTTP Request Options:
• Choose a description for your HTTP request, such as ‘whatsapp’.
5. Set the Request Method:
• Set the request method to ‘POST’.
6. Set the Request URL:
• Set the request URL to ‘https://gw.messaging.cm.com/v1.0/message’ if your WhatsApp number is provided via CM.com.
  
7. Set the Request Body
• 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
• Product token from the CM portal.
• Ask your CM.com contact person for the producttoken, because this is only visible to CM.com.
2. From
• Phone number from which the message is send. Start with the country code. (For example for The Netherlands it starts with '0031').
3. Namespace, Element_name, Code
• 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.