Transfer WhatsApp chat conversations to live agents

Configure the Advanced Work Assignment application to transfer a WhatsApp chat conversation initiated by a requester to a live agent.

Before you begin

Your administrator must have completed the following tasks:

• Install Conversational Integration with WhatsApp (powered by Twilio).
• Activate Advanced Work Assignment.
• Set the application scope to Conversational Integration with WhatsApp (powered by Twilio) using the application picker. For more information, see Application picker.
• Activate the Conversational Messaging plugin (com.glide.messaging.awa). For more information, see Activate Conversational Messaging.

Role required: admin

About this task

Procedure

1. Enable the WhatsApp service channel.
   1. Navigate to Advanced Work Assignment > Settings > Service Channels.
   2. In the Name column of the Queues list, search for WhatsApp.
   3. Click WhatsApp.
   4. On the Service Channel form, select the Active check box.
   5. Click Update.
   For more information, see Service channels.
2. Automatically route work items for WhatsApp chat conversations to agents by configuring the queue for the WhatsApp service channel.
   1. Navigate to Advanced Work Assignment > Settings > Queues.
   2. In the Name column of the Queues list, search for Agent WhatsApp Queue.
   3. Click Agent WhatsApp Queue.
   4. On the Queue form, select the Active check box.
   5. Click Update.
   Note:

   By default, the WhatsApp - Most Capacity assignment rule is associated with the Agent WhatsApp Queue. You can create another assignment rule and associate it with the queue. For more information, see Configure agent assignment rules and Work item queues.
3. Configure agent presence states for the WhatsApp service channel.
   1. Navigate to Advanced Work Assignment > Settings > Presence States.
   2. In the Name column of the Presence States list, click an existing state.
   3. In the Apply to groups section of the Presence State form, click the add icon (>) to move the Agent WhatsApp Group group from the Available column to the Selected column.
      Note:

      You can ignore this step if you have selected the Apply to all groups check box.
   4. Click Update.
   For more information, see Configure agent presence states.