Sinch Conversation API and WhatsApp

WhatsApp opt-in policy is now supported.

To comply with WhatsApp 24-hour opt-in window policy, the following improvements have been made to the Sinch Conversation API integration:

• 24-hour window checking in Communication Panel
• Support for storing WhatsApp opt-in in the system
• Support for storing WhatsApp templates in the system
• Support for sending WhatsApp templates to customers
• Support for using WhatsApp template after the 24-hour opt-in window has closed if the customer has given permission to receive WhatsApp messages
• Support for using SMS as a fallback if the 24-hour opt-in window has closed and the customer has not given permission to receive WhatsApp messages

You manage the customer consents, both call recordings and WhatsApp opt-in, either in System Configurator > System Tools > Customer Consents or with a RESTful interface. Note that for using the WhatsApp templates in your system outside the 24-hour window , you must give agents view rights to customer consents in System Configurator > User and Role Management > User Group > User Rights > Customer Consent.

For more information, see Service Configuration> Channel and Integration Configuration> Sinch Conversation API.