From Bright Pattern Documentation
• 5.19
WhatsApp Integration Overview
When integrated with the WhatsApp messaging app, Bright Pattern Contact Center omnichannel cloud call center software enables agents to connect with WhatsApp users via messaging, images, videos, audio files, links, location sharing, and more.
If a WhatsApp integration account is configured in Bright Pattern Contact Center, when a WhatsApp user sends a message to a another messaging channel, it's processed and handled by a live agent, an automated scenario, or a combination of automation and live agent.
Learn how to:
- Integrate WhatsApp with Bright Pattern Contact Center
- Configure WhatsApp to integrate with Bright Pattern Contact Center
Supported Capabilities
Bright Pattern Contact Center's omnichannel platform supports sending many content types in messages. The supported content types and capabilities for WhatsApp include:
| Content/Capability | Support | Note |
|---|---|---|
| Audio attachment | x | |
| Arbitrary attachment | x | |
| Contact | x | |
| Delivery notification | x | |
| Emoji | x | as Unicode symbols |
| HTML content | ||
| Image | x | up to 1MB |
| Initiate outbound session | x | template-based or within 24 hours |
| Location | x | |
| Quick-reply buttons | x | limited to a maximum of 3 buttons |
| Read notification | x | |
| Sticker | x | Can only receive stickers from customers as images |
| Text message | x | up to 4000 characters |
| Typing notification | ||
| URL | x | |
| Video attachment | x |