To use WhatsApp for communicating with your customers, you need to create a messaging channel in Bold360 AI.
Make sure the following steps have been completed:
- In the AI Console, go to .
- Under Conversation configuration, select Messaging applications.
- On the Channels tab, choose the plus icon to create a new channel.
Result: You are taken to the Create Channel page.
- On the Create Channel page, enter a name and a description for the channel.
- Select the knowledge base that the bot should use to serve your customers.
- Enter the knowledge base API key.
You need to provide an API key here that meets the following criteria:
- Select Bold360ai for Escalation Provider Type.
- Make sure you have the correct Bold360 integration URL.
Your integration is either in the US or EU region. For an EU-based integration, add -eu into the integrations field. Otherwise, leave it empty.
- In the API Key filed, enter your Bold360 Agent API key.
To get this API key, log in to the Bold360 Admin Center and go to Integrations > API Access Keys and create a new key. Make sure you select the correct chat window.
- Select the Smart Advisor Knowledge Base that will offer potential responses to your human agents during chat.
- Select WhatsApp for Provider.
- In the DeploymentID field, enter your WhatsApp deployment ID.
To get the DeploymentID, go to the WhatsApp Deployments tab of messaging applications.
Note: The WhatsApp deployment was created beforehand with the help of your Customer Success Manager and should be active.
- Save your channel settings.
What's Next?
- Read this article to learn how to configure your messaging channel further.
- See this article to complete additional configuration in Bold360 AI.
- Read this article for additional configuration steps in Bold360 Agent.