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WhatsApp

Help Desk WhatsApp uses the WhatsApp Business provider you already connected in Engage. You attach that provider as a Help Desk channel; inbound customer messages become conversations in Omni Channel.

Prerequisites​

  1. Help Desk is enabled and this workspace is linked to a help desk. See Enable Help Desk.
  2. WhatsApp is already connected for the workspace in Engage → Integrations → WhatsApp (Connect WhatsApp Business Account).

If WhatsApp is not connected in Engage, Help Desk shows Connect WhatsApp in Engage and you cannot finish adding the channel.

Step 1: Confirm WhatsApp in Engage​

  1. Open the workspace in Engage.
  2. Go to Integrations (workspace settings) and open the WhatsApp tab.
  3. Confirm a Business Account is connected and a phone number is listed.

You do not create a second WhatsApp app inside Help Desk.

Step 2: Add WhatsApp as a Help Desk channel​

  1. Click the Support chip.
  2. Go to Settings → Inboxes & Channels.
  3. Click Add Channel and choose WhatsApp.
  4. Select the Engage provider / phone number.
  5. Connect the channel.

One WhatsApp provider can be attached to one Help Desk inbox. The channel shows Connected when the link succeeds.

Step 3: Send a test message​

  1. From a personal WhatsApp account, message the Business number.
  2. In Conviso, open Omni Channel.
  3. Confirm the thread appears under Active.

External connector (advanced)​

Use this only if another system should own WhatsApp replies. When Enable external connector is on:

  • Inbound messages are posted to your webhook.
  • The Help Desk AI agent is skipped.
  • You send replies through the Data Gateway (WhatsApp conversations only).

Enable in the dashboard​

  1. Go to Settings → Inboxes & Channels.
  2. Enable external connector.
  3. Enter the HTTPS Webhook URL.
  4. Optionally add up to four custom headers.

Send a reply​

Authenticate with your workspace API key in the Authorization header (same pattern as other Data Gateway routes).

  • URL: https://api.opencdp.io/gateway/data-gateway/v1/support/conversations/:conversationId/messages
  • Method: POST
Authorization: <YOUR_OPEN_CDP_API_KEY>
Content-Type: application/json
{
  "text_content": "We received your message and will follow up shortly."
}

The conversation must belong to the API key’s workspace, the channel must be WhatsApp, and the external connector must be enabled. The outbound sender in the thread is External connector.

Remove a channel​

Removing WhatsApp stops inbound messages on that inbox immediately. Open, pending, and snoozed conversations on that channel are closed.

Best practices​

  • Finish Engage WhatsApp setup (webhooks, display name) before attaching Help Desk.
  • Keep one Business number per help desk inbox so assignment stays clear.
  • If you enable the external connector, do not also expect the AI agent to reply on WhatsApp.