on 02-27-2020 8:47 PM
Hi All,
We are using SAP contact center 7.0.12 and SAP CRM, but need to use Whatsapp like a new communication channel. We checked that SAP Contact Center 7.0.14 has this functionality; I have the following questions:
1.- Is it necessary to get another software (SAP or Third part) for to use Whatsapp in SAP Contact Center?
2.- Could our Customers send us imagens? For us, it’s very important to receive picture form our customers.
Best regards,
Hi Juan,
Good topic!
1. Yes, you need 3rd party solution to integrate. WhatsApp doesn't allow direct integrations and the requirement for 3rd party comes from them. SAP CCtr FP14 has Twilio and FP15 has Twilio and SAP Social 365 support.
2. With onpremise solution answer is that currently no. For upcoming FP16 release SAP is planning to bring in rich media support for SAP Social 365 messages. This includes images, pdf, docs & etc from and to customer when you are using Communication Panel user interface. Please see more about Communication Panel from help pages. CDT does support text chat, but has no support for rich content.
Please also note that Twilio WhatsApp is in beta phase and there is no plans to implement rich media support for Twilio platform.
FP16 planned ETA is before end of Q2/2020. If you wish to see demo videos of WhatsApp and other social channels, please check videos that you can find from following page:
https://wiki.scn.sap.com/wiki/display/ATopics/SAP+Contact+Center+7.0+FP14+Hotfixes
If you wish to hear more about SAP Social365 service, please let me know.BR,
Jukka
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