Categories

Infobip

Integration via Infobip provides the ability to work with official WhatsApp (Business) and Viber.

Integration principle with WhatsApp Business

When working with WhatsApp Business, you will encounter restrictions such as a 24-hour window for standard correspondence:
  • You are given 24 hours to respond to a message sent by a customer. The 24-hour countdown starts over every time a customer sends you a message.
After this time has elapsed, only a template previously agreed with Infobip can be sent.
In Usedesk to work with the WhatsApp Business channel and its nuances, we have implemented:
  • Incoming requests and responses to them within 24 hours;
  • Hints about the 24-limitation, in the form of an error in the request card with a link to the current article;

  • Working with pre-agreed templates;
  • Initialization of a dialogue with a client;
  • Handling various errors that we display in the interface. For example, "Failed to send an attachment, size exceeded (images up to 5 MB, files up to 100 MB)" and others.

Connecting WhatsApp Business

To connect WhatsApp Business to Usedesk, open the "Extensions" section and enable the integration in the general list. This option is paid.

1. Go to "Channels" - "WhatsApp Business," click "Add."

2. Log in to your Infobip account. On the page, https://www.infobip.com/docs/api, copy the API URL and paste it into the field of the same name in the created channel (p.1)


3. On the page, create or copy an API key. Paste it into the "Token" field of the created channel (p. 1)

4. On the page, copy the connected phone number and paste it into the "Phone number" field of the created channel (p. 1)

5. After filling in the above fields in the Usedesk channel, click the "Save" button

The system will automatically generate a webhook.

6. On the page, click on the connected number, and in the window that appears, click "Add a keyword "


7. In the window that appears, fill in the fields:
  • Forwarding - Forward to HTTP;
  • Method - POST;
  • URL - Webhook from item 5

You do not need to fill in the keyword (leave the field blank).


Done!


Using WhatsApp Business

1. Processing incoming requests
Customers can write to the phone number you connected. The message from the client goes to the "Chats" section and the "Tickets" section. Respond from any section to a customer message.

Tickets:


Chats:


Please keep in mind the 24-hour window for standard correspondence when replying to a message.
If 24 hours have passed since the client's last message, you will need to use apre-agreed template with Infobip to respond. Wherein:
  • the field for sending a standard message will be inactive;
  • sending an internal comment is available;
  • the "Submit" button will be automatically changed to "Submit Template";
  • when you click on the "Send Template" button, a modal window pops up to select a template;
  • an informational message pops up when the template is sent;

2. Initialization of the dialogue

In the "Chat" section, you can display the button for creating a dialogue in Whatsapp Business "Create a chat," which will allow you to initiate a conversation with your customers independently. Initialization the dialogue is imperative to use pre-agreed templates.
This requires:
  • Connect the Whatsapp Business channel;
  • Configure agent access rights for this channel, which has Whatsapp Business enabled. If the agent does not have access rights to such a channel, this button will be absent, including when assigning a chat to it or if you have administrator rights.
If you have several channels with Whatsapp, then when using the "Create Chat" button, you can choose from which channel and to whom you will write first.
Write to the client by filling in the fields:
  • Channels - select a channel from Whatsapp Business;
  • Client - enter the client's name, and from the drop-down list, select who you will write to. If you need to create a new customer, then write the name. If the search did not return any results - click "New client."
  • Phone - enter the phone number in the international format (without indicating +) XXXXXXXXXX (for example, for the Russian Federation, the number will look like this 79254321098, and for Belarus - 375296787656), or select a client from your database and the number will be automatically supplied.
  • Template name - select the template that you will use to send your message. You have coordinated the template names with Infobip. If you have variables in the template, then also specify them in the appropriate fields.

An example of filling in the fields:

Viber integration principle

In Usedesk to work with the Viber channel and its nuances, we have implemented:
  • Incoming requests and responses to them;
  • Handling various errors that we display in the interface. For example, "Failed to send an attachment, size exceeded (images up to 5 MB, files up to 100 MB)" and others.

Viber connection

To connect Viber to Usedesk, open the "Extensions" section and enable the integration in the general list. This option is paid.
1. Go to the section "Channels" - "Viber (infobip)," click "Add."

2. Log in to your Infobip account. On the page https://www.infobip.com/docs/api, copy the API URL and paste it into the field of the same name in the created channel (p. 1)

3. Create or copy an API key on the page. Paste it into the "Token" field of the created channel (p. 1)

4. On the page, copy what is indicated in the information field and paste it into the "Phone number" field of the created channel (p. 1). In the example, this is ROYAL CANIN


5. After filling in the above fields in the Usedesk channel, click the "Save" button
The system will automatically generate a webhook.
6. On the page, click on the connected number and in the window that appears, click "Add a keyword"

7. In the window that appears, fill in the fields:
  • Forwarding - Forward to HTTP;
  • Method - POST;
  • URL - Webhook from item 5

You do not need to fill in the keyword (leave the field blank).


Done!

Using Viber

1. Processing incoming tickets
Clients can write to you on Viber, which you have connected. The message from the client goes to the "Chats" section and the "Tickets" section. Respond from any section to a customer message.
Tickets:
Chats:

Important! Viber Infobip does not know how to work with files. Pictures from Usedesk are sent as a link


Errors

If a message fails to send, it will become an internal comment with a red background. An error message will appear in the upper right corner — it will either explain the cause of the error or offer to write to us in support to resolve the issue. Possible types of errors:

  • The message could not be sent. Please write to us at support@usedesk.com;
  • IInvalid template name, or the template does not exist. Check, if you made a mistake in a macros name;
  • The message could not be sent, the recipient is blocked;
  • The attachment could not be sent, the allowed size was exceeded (image up to 5 MB, file up to 100 MB). The allowed size of images is up to 5 MB, other files — up to 100 MB;
  • Couldn't send macros, check variables and text;
  • The message could not be sent, the content of the message does not satisfy the WhatsApp policy. More detailed;
  • The message could not be sent, the API key is disabled or expired;
  • Invalid number (must start with 7).