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To use WhatsApp for communicating with your customers, you need to create a messaging channel in Bold360 AI.

1. In the AI Console, go to Touchpoints > Widgets.
2. Under Conversation configuration, select Messaging applications.
3. On the Channels tab, choose the plus icon to create a new channel.

   Result: You are taken to the Create Channel page.

4. On the Create Channel page, enter a name and a description for the channel.
5. Select the knowledge base that the bot should use to serve your customers.
6. Enter the knowledge base API key.

   You need to provide an API key here that meets the following criteria:

   • It is set up to have access to the knowledge base you selected in the previous step
   • It has all permissions set to write
   • Its Allowed IP ranges are set to 0.0.0.0-255-255.255.255

     Go to Admin Center > API Keys in Bold360 AI to see a list of already existing API keys or to create one. See How to create an API key in Bold360 AI to learn more.

7. 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.
8. Select WhatsApp for Provider.
9. 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.
10. Save your channel settings.