Avaya Oceana® supports multiple WhatsApp numbers and Facebook business pages for Async messaging.

WhatsApp business number and Facebook business page ID is requested from digital connection application for every new incoming integration.

WhatsApp number feature

If digital connection applications use several WhatsApp integrations, you can enable the feature to route contacts based on the WhatsApp business number the message was sent to. When the feature is enabled, AsyncMsgConnector sends an attribute with a WhatsApp business number to Avaya Oceana® during contact creation. This attribute is used to route the contact to the required agent.

The format for the attribute is the WhatsApp number, a dot, and phone number. The attribute comprises of numerals without any other symbols. For example, WhatsAppNo.999999999. The maximum value of the phone number depends on the country.

Facebook business page feature

If digital connection applications use several Facebook integrations, you can enable the feature to route contacts based on the Facebook business page ID the message was sent to. When the feature is enabled, AsyncMsgConnector sends an attribute with a Facebook business page ID to Avaya Oceana® during contact creation. This attribute is used to route the contact to the required agent.

The format for the attribute is the Facebook page number, a dot, and page id number. The attribute comprises of numerals without any other symbols. For example, FacebookPageNo.999999999. The Facebook page id is a 15-digit number.