Integrating WhatsApp, Facebook, and SMS through CM.com

This integration enables the flow of messaging between contact center agents and customers using channels, such as, WhatsApp, Facebook Messenger, and SMS, through CloudLink-enabled Chat Media Servers.

Adding a Channel

To add a new channel complete the following steps:
  1. Click Integrations & Apps from the left navigation menu. Scroll to the Integrations panel, click against CM.com. The CM.com management page is displayed.
    Note: The CM.com option is available only if CM.com integration is enabled for the customer account.

  2. Click Add Channels button to create a new connection to WhatsApp, Facebook, or SMS. The New Channel dialog appears.

  3. Select the Channel type from the dropdown list - WhatsApp Business, SMS, Facebook Messenger.

    1. If you are adding WhatsApp Business or SMS channel, use the checkbox to select Phone Number to send the WhatsApp message or SMS.

    2. Select the Queue from the drop-down list.

      Note: The dropdown list of Chat Queues is being pulled from MiCC-B, if MiCC-B version is 10.1 or higher and the CloudLink Daemon is running on it.
      Note: If Mitel CX- version is below 10.1, you need to locate the Queue ID. To locate the Queue ID, go to YourSite explorer, select the Chat Queue that is associated with the CloudLink-enabled Chat Media Server. Click the Queue Tools tab, and click Copy queue IDbutton.

    3. Click Create to create the channel. The new channel is added to the Configured Channels list.

    1. If you are adding Facebook Messenger channel, select the Page from the list of pages available from the dropdown. You can select more than one page.
      Note: These pages are automatically added to the dropdown list from the configured Facebook Business pages in CM.com.

    2. Paste the Queue ID from the Chat Queue associated with the CloudLink-enabled Chat Media Server.

    3. Click Create to create the channel. The new channel is added to the Configured Channels list.

Note: Once the channel is created, the CloudLink generated webhook URL is automatically added to the CM.com channel configuration.

Deleting a Channel

To delete a channel, complete the following steps:

  1. Click Integrations & Apps from the left navigation menu. Scroll to the Integrations panel, click icon against CM.com. The CM.com management page is displayed.

  2. Select the channel(s) you want to delete using the checkbox, click Delete Selected. The Delete Channel(s) confirmation pop-up is displayed.

  3. Type confirm in the Type 'confirm' field in the pop-up. Click Delete. The selected channel(s) is deleted.

Parent topic: Integrating CM.com with Mitel Administration