Lines

Basic Data

To create a Line, go to Connections -> WhatsApp -> Lines and click "+ (New)" to complete the wizard. The first section contains Basic Information:

• Name: This is the name you want to give to the WhatsApp Business line.

• Provider: This is the provider registered in the Providers section. In the example, "Whatsapp Main" is the provider corresponding to the GupShup BSP.

Carrier Data Using GupShup

The second section incorporates Carrier Data itself, with the objective of connecting the API with the OMniLeads Channel Orchestrator:

• Number: Numeric field that OMniLeads will associate with a valid WhatsApp Business number.

• App Name: Name of the application created in GupShup, which associates the WhatsApp Business number with a specific webhook (callback URL) that will point to the OMniLeads instance.

• App ID: Identifier of the Application created in GupShup, which associates the WhatsApp Business number with a specific Webhook (Callback URL) that will point to the OMniLeads instance.

The following figure shows an example of a GupShup account, whose "OMLWhatsappAPI" application in Control Panel -> Whatsapp links the business WhatsApp Business number with the URL from which we will reach the OMniLeads instance that will receive/send messages.

Carrier data using Meta

For Meta, we will configure the following fields in the Wizard form:

Where we must fill in the fields indicated below:

• Phone Number Identifier: This is the identifier provided by Meta (note: this is not the phone number).

• WABA ID: Whatsapp Business Account identifier.

• AppID: identifier of the App generated in Meta for Developers.

• Verification Token: This is the token selected when configuring the Webhook in Meta for Developers.

Connection Data

The last section includes the Connection Data, where the Time Group and derivation strategy are defined:

• Time Group: Allows you to select a time group to which the service and referral strategy should be aligned. This time group must be created in the Resources -> Time Groups menu. If a message is received outside of the defined service hours, the orchestrator will automatically send the configured Out-of-Hours message.

• Welcome, After Hours, and Farewell Messages: Allow you to select message templates that were previously created in the Resources -> Message Templates menu.

Referral Destinations

In the Destination section, the derivation strategy is defined:

• Direct: Any lead/prospect/client who sends a message to the WhatsApp Business number within the configured Time Group will receive the automatic Welcome Message and will be forwarded to the General Inbox of the campaign selected in the Destination field, where agents can assist them from the WhatsApp Toolbar.

• Interactive / Smart IVR: Every lead/prospect/customer who sends a message to the WhatsApp Business number within the configured Time Group will receive an automatic Welcome Message with Routing Options. Depending on the option selected, they will be forwarded to the General Inbox of the target campaign corresponding to the configuration. Agents can then assist them from the WhatsApp Toolbar.

Interactive menus can be nested by adding data blocks using the "New" button. Options can also be entered using the "+" button, and they must be related to the Welcome Message configured in the Wizard.

Fields for each option:

• Value: is the text sent by the user, according to the options provided by the Welcome Message.

• Description: Descriptive text of the option.

• Destination Type: type of campaign to configure as a destination.

• Destination: name of the campaign that will ultimately be the destination of the interactive message.

When you finally click "Save", the line is ready to receive/send WhatsApp messages.