Whatsapp Integration (Twilio)

The Omnichannel strategy concerns the ability of a product to be present and usable for the customer anywhere and through various platforms, applications, social networks, among others. 4biz makes available the integration of the tool through various channels and social networks that we will know through this and other documents about Omnichannel. We will discuss how 4biz integration is done with the social network Whatsapp Messenger.

Before getting started

It is necessary to have permission to access the System;

Have a registered group that will receive all Whatsapp users/requesters;

Have a registered portfolio that has the "Activity" to be made available by Whatsapp;

Smartchat parameters must all be configured (parameter 118, 315, 317, 390, 447);

The Helper parameters must be configured (parameters 402, 423, 441, 442, 450, 453);

Have permission to create and/or edit an Omnichannel interaction;

Have performed the entire configuration on Twilio.

Procedure

To access Omnichannel functionality in 4biz, go to Menu > System > Settings > Omnichannel Interactions. Before filling in the data to create an Omnichannel interaction in 4biz, it is necessary to previously perform the configuration in Whatsapp itself.

WhatsApp (Twilio) Configuration

To integrate Whatsapp Messenger with 4biz, it is necessary to have a registered account in "Twilio". When creating the account, Twilio will send a message to the e-mail of the person who signed up to confirm the registration. The person who is performing the registration should enter the (area code) and the phone number to be responsible for the account and also make the contact with Twilio. Twilio will send a verification code to the registered cell phone.

Twilio will send a verification code to the registered cell phone.
Answer the questions on the validation screen
- Do you write code? – Answer the option "No".
- What are you here to do? – Select the option "Skip to dashboard".
In the "Console Dashboard", will be presented the "ACCOUNT SID" and "AUTH TOKEN" already filled in. And these two fields will be used in 4biz for the registration of Whatsapp Integration.
Finish remaining settings
Save all fields information as you will need to use it to configure in 4biz:
- "ACCOUNT SID"
- "AUTH TOKEN" - to view the information contained in the field, you must click on "Show"
Click on "All products & Services" and fix the "Programmable SMS" option
Click on Whatsapp to open a menu below
Click on the Whatsapp menu in the "Learn" option
On the screen next to the "Learn" option, check whether it presents the following message "Message Received!". After performing the OBS step. Introducing yourself means it is working.

4biz Configuration

Access the system through the following path: Menu > System > Settings > Omnichannel Interactions. Click on "New". Fill in the fields that will appear:

Field	Description
Identifier	4biz already has this code filled in, and it cannot be changed
Interaction Channel	Select the "Whatsapp Business (Twilio)" option.
Name	The user who is going to register can put any desired Name
Default Unit	The unit used in the creation of Whatsapp collaborator/requester
Default Group	The group to which will be linked the collaborator/requester/user of the Whatsapp service
Default Activity	Activity to be made available for the creation of tickets related to Whatsapp
Contact Origin	Put "Whatsapp"
Contact Origin	Enable this option only when you want the Whatsapp user/requester to have interaction with it
Number	Enter the main Twilio contact phone number (e.g. +14155238886)
Account Identifier (Account Sid)	Copy from Whatsapp
Authentication Token	Copy from Whatsapp
Callback URL	This field is already filled by 4biz with the URL and cannot be changed

If you want to edit or delete an interaction, go to the home page of the Omnichannel Interactions, select one of the existing interactions to edit, or click "Actions" and select the "Delete" option.

Note: The exclusion performed is a logical exclusion.