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You can connect Whatsapp with Motion in two official different ways: Twilio and Sinch via Conversation API, (doing a switch from Whatsapp API to Conversation API, if you already use Whatsapp Connector)

Note
Consider that to use WhatsApp, on XCALLY side you need to enable the connector, while for interactions management you need to consult the official documentation of the selected provider to check prices: find out Sinch documentation at this link

📋 What’s about

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Note

By the end of September 2023 v1 Sinch SINCH version will be deprecated as indicate in the official Sinch SINCH portal:^{[...]“Support for the standalone WhatsApp API will end on September 30, 2023. New customers must use, and existing customers must migrate to, the WhatsApp channel of the Conversation API. Any migration must be completed prior to September 30, 2023}..^{[...] “}
_{(for more information}https://developers.sinch.com/docs/whatsapp/migration-guide/overview/₎

To continue using Sinch SINCH provider you must upgrade Motion to v 3.22.0 and use Sinch SINCH v2.

Sinch account

There are two important sections on SinchSINCH:

Whatsapp (“old section” for Whatsapp API)
Conversation API → new section to configure SINCH v2

On Whatsapp section you can access to Senders, so telephone numbers approved by Meta which can receive and send new interactions. Configure senders is essential for getting Whatsapp working

.Senders can have associated Message Templates, so predefined messages approved by Meta that can be used to start new interactions with customers

.

Info

In current implementation, templates are not supported in Conversation API, only

Only incoming chats from Whatsapp where agents reply are supported

How to associate a sender and configure a Whatsapp Channel on Conversation API

in Conversation API implementation (not message templates for outbound)

⚙️ Configuration

You need to create a Project: company or partner’s customer
Configure app which can be considered like an aggregator of service channels. App can have 1 channel of each type, but 1 telephone number allows only the creation of 1 app. If e.g. you need a chat for reservations and a chat for information you have to configure 2 apps, but if you need Telegram and Whatsapp Channels you can use the same app

Info
On SINCH we support only Instagram and Whatsapp

two available regions, USA and EU, depending on customer's number: insert EU if it is an European number or USA if it is an American number

Info
If you have doubts about region, you can ask to Sinch SINCH support

Clicking on the created app, you can edit it from configuration section, by modifying the name but is (not recommended to do thataction)
Processing Mode: Conversation mode

Note
It is essential to select this mode to allow Motion to reply to customer messages (without it, client id is not sent with the message, so messages arrive from Sinch SINCH to Motion as "Fire and forget" (so only as notification).

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On Set up channels you can configure setup app connections
As reference guide to create another channel, you can use Instagram via conversation API.
Officially, we support only Whatsapp and Instagram via Conversation API

Whatsapp setup can only be done with SinchSINCH.

You need to ask to your account manager to associate the phone number to this app, sending an email to your account manager.
If you already have contacts with Whatsapp API, you can speak with the same account manager, otherwise, you can request contact from the Overview section → Get Started

In your email for the account manager, you have to send youryou:

Sinch SINCH App ID: you can copy it from Conversation API→ Apps (Sender identity is the ID approved by Meta)Sinch
SINCH Project ID: you can copy it from Conversation API→ Overview

How Admin can configure Sinch on Motion

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Requirements

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☑️

The Motion instance must

be

have a public address accessible via HTTPS

☑️

. For security reasons we strongly recommend to use a Reverse Proxy → find out more
Motion instance must have valid certificate
License with Whatsapp Channel enabled

Create a Webhook

First of all you need to insert Motion URL in Apps section → Webhooks
To create a new webhook you can click on Add Webhook

target type: HTTP
target url: composed by domain_namehttps://{MOTION_URL}/api/whatsapp/accounts/wa{WHATSAPP_connector_account_id/notifyCONNECTOR_ID}/notify
If not sure, there is a cortesy URL ready to be copy pasted in Whatsapp Connector → Whatsapp Accounts → Settings → Receive URL
secret token for security to prevent a third element from sending messages
triggers: you must add all available triggers

Info
OAuth2 authentication is not supported, authentication is via secret token

Click on Create

Create a new Whatsapp Account

On Motion, as Admin you can create a new Whatsapp Account from WhatsApp Connector section.

Name
Key
Choose a List
Proxy or Motion Domain: public ID (important also for attachments that will be downloaded from here)
Type = Sinch V2
Base URL = EU Production or US Production which must be equal to region inserted in app
Sinch SINCH Project ID to copy from Conversation API → Overview
Sinch SINCH App ID to copy from Conversation API → Overview
Sinch SINCH Key ID to create in Settings → Access Keys → New Key

Note
When you create a New Key, you will view a visible Key ID and a Key Secret which will disappear, so you need to copy it immediately to insert it on Motion. These two keys are associated to project

Sinch SINCH Key Secret value from Settings → Access Keys
Sinch SINCH webhook optional added security token: secret token created before
Phone: phone number inserted in sinch SINCH with prefix ( Conversation API → Apps)
Optional description

And click ADD

Then you need to add agents or queue to the created Whatsapp Account to manage interactions.

Editing the account, you can see on Settings → General → Receive URL your url including tokens.

To change settings you can edit them in Advanced section.:

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👥 Use Whatsapp Connector with

Sinch

SINCH for Agents

The For Agents, the feature is available on Whatsapp the WhatsApp Connector section, from which agents choose they have to select accounts.
Agents In fact, agents need to enable the new newly created account connected to Sinch V2

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SINCH V2 to receive new interaction from this account

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⚙️ How to migrate from Whatsapp API to Conversation API

If you want to migrate using Sinch V2 SINCH V2, it means that you have already a Whatsapp API with a configured sender

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On the SINCH side you need to:

Configure

app on Sinch →

a Conversation API Project, creating

a project and app

Create app webhook on Conversation API

Create API key

Have a Motion accessible via HTTPS and a Whatsapp account configured with Sinch V2

Ask to your account manager to change sender’s phone number or create a new sender, by associating it to the app project (to associate from Whatsapp API to Conversation API)

:
- Project
- App on SINCH
- Api Key / Key Secret

(These parameters are essential to configure the new Whatsapp Connector Account on the Motion side)

Create Webhook App in SINCH Conversation API → Apps → Webhooks and in target url you can insert: https://{MOTION_URL}/api/whatsapp/accounts/{WHATSAPP_CONNECTOR_ID}/notify

On the Motion side, you should have already a Whatsapp Account with Whatsapp API.

To avoid service interruptions, we suggest you create a new

account with Sinch

Whatsapp Account SINCH V2. Be careful that once the migration will take place, messages arrive on the new account

.

(For reports it’s important to consider it

,

because you will find interaction only on this new account). So you need to create a new onewith the same:
- settings: list, notification template, transfer options, routing parameters, dispositions, canned answer
- action flow
- associated queue and agents. It’s very important to add permissions to agents to allow the receiving of interactions

Info
Useful Tip: you can create a queue, by associating both the old and the new account, so you are sure that all interactions will arrive in the queue and when the switch will be complete, there will be continuity on the queue

In this account, you need to insert parameters related to SINCH Conversation API Project (SINCH Project ID, SINCH App ID, API Key, Key Secret) created before
Moreover, you need to copy Motion Url, Whatsapp Connector ID account and secret token to configure the Webhook App on the SINCH side

Then you must ask to your account manager to switch from Whatsapp API to SINCH V2 (to associate sender phone number to the new App project) sending by email:

SINCH App ID: you can copy it from Conversation API→ Apps
SINCH Project ID: you can copy it from Conversation API→ Overview

When account manager confirms migration finalisation, messages will pass via Conversation API Interactions

Note
Remember that after migration interactions will be available only on

Sinch
SINCH V2 Account (and not more on old
account)
Remember to add permissions to agents you want to activate also on this account
Remember to configure the same action flow also on this account
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wa API
OTTIENI UN SENDER
APPROVAZIONE TEMPLATE
SINCH CONVERSATION PROJECT--> configura project / app / api key in setting / copia key value
con questi parametri configura WA connector
da synch vecchio usa stessa lista contatti / parametri instradamento / notification template / transfer setting / disposition / canned answer / actions routing / agenti / code
PRo tip: fai una coda con i due account associati alla coda così sei sicuro che interazioni arrivano in coda e quando fatto switch vedi continuità sulla stessa coda
attenzione che ci saranno nuove interazioni su nuovo account, non continuano quelle vecchie anche se stesso n° per problema tecnico di conversation api
dopo aver importare tutto com'era nel vecchio
indirizzo https pubblico motion
id account - wa connector - secret del webhook
coinfugrare webhook - app conversation api sinch
in sinch conversation api --> apps --> webhooks
in target url mettere codice id
chiediamo poi a sinch . email richiesta ad account manager di sinch - meta di cambiare da WA API a sinch
fornire APP ID e project ID
dopo ok msg arrivano su nuovo account
problemi comuni:
msg errore wa riceviamo in ritardo e non è legato a msg
xm-683
parte allegati: alcuni msg gestiti come link altri come msg nativo di wa (jpg o png)
supportati solo modalità service: cliente chiama, motion risponde
template modalità nusiness, utilitiy e autetnthcial work in progress
se ci sono problemi con invio allegato compare msg di sistema
se problemi da parte del cliente a invio su motion compare message error
problemi legati al fatto che utente manda allegato, sinch non riconosce msg e non invia (errore generico)
troubleshooting problemi comuni
media not reachable = alcuni file non supportati
controlalre https token proxy
gif non allowed non supportate da meta
non arrivano msg da wa a motion --> analytics su sinch e si vede cosa succede in failed message
controllare che wa account fatto bene in parti sinchsettings
in advanced
mettere motion in modalità debug
controllare log e inviarci in caso di problemi
msg da motion non arrivano su wa -->
mettere motion in modalità debug
controllare log e inviarci in caso di problemi
controllare sent messages su analytics
controllare api key in settings(nel caso se ne può creare una nuova)
potresti essere stato bloccato da meta (limnk fb policy)
wa business può bloccare senza preavviso, scritta guida e contattare account manager
(es. template non consentito o utente ti ha bloccato)
se tutte configurazioni apposto controllare qst
one).
Moreover old interactions will not continue on the new account, even if the phone number will be the same.
Check that you have correctly added agents and action flow for the successful reception of interactions
🔧 Troubleshooting
Whatsapp messages don't arrive to SINCH
SINCH messages don't arrive to Motion
Motion doesn't open interaction
Whatsapp attachment doesn't arrive to SINCH
Verify if number is blocked by META and check SINCH Analytics
Check https, webhook url, webhook events, webhook secret, check if motion account ID is correct, set motion to debug and check logs
Check admin open interactions, assigned agents and assigned queue
Not all attachments are available for whatsapp business, check motion debug logs
Attachments is not saved to motion
Motion can't send messages to Whatsapp
Motion attachment refused by Whatsapp
Motion can't send messages to SINCH
Check Motion disk space, check Whatsapp account proxy url and proxy token settings
Check SINCH analytics failed messages, check Motion debug logs
Some attachment types can't be sent on Whatsapp. A link will be used if possible, if not use another channel like email
Check Whatsapp account SINCH settings

Supported attachment

Some messages are managed as link while others as native WhatsApp messages (e.g. jpg or video).
For more information explore this page: https://developers.sinch.com/docs/conversation/message-types/media-message/#whatsapp

✔️⚠️CSV → shown as link

❌DOC → Error CHANNEL_FAILURE

❌GIF → Error CHANNEL_FAILURE (GIF not allowed because not supported by Meta)

✔️JPG → shown as media with preview

✔️MP3 → shown as audio with preview

✔️MP4 → shown as video with preview

✔️⚠️PDF → shown as link

✔️PNG → shown as media with preview

❌WAV → Error BAD_REQUEST

✔️DLL → shown as link

❌EXE → Error BAD_REQUEST

If there are issues sending attachment, a system message appears

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Supported messages

Messages are supported only on Service mode (Business Mode, Utility and Authentication are work in progress).

Messages are supported only on Conversation Mode (not dispatch mode)

If there are issues by the customer side to sending attachments and SINCH doesn’t recognise the message and it doesn’t send it, on Motion a general message error appears

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You can explore here errors shown to the agent when a send message fails https://developers.sinch.com/docs/conversation/callbacks/#error-codes, including:
CHANNEL_FAILURE → you can contact XCALLY Support
MEDIA_TYPE_UNSUPPORTED --> file type not supported by Whatsapp. Remember that Whatsapp Business has some file types non allowed compared to traditional Whatsapp (e.g. not supported DOC, DOCX)
MEDIA_TOO_LARGE → you can check on this guide to know SINCH and Whatsapp limits
https://developers.sinch.com/docs/conversation/channel-support/whatsapp/message-support/
Attached weight > Motion limits > SINCH limits > Whatsapp limits
When you see this error, you are exceeding your SINCH or Whatsapp limit
MEDIA_NOT_REACHABLE → possible reasons: file deleted or renamed on the server, file deleted by interaction.
It cannot be caused by non-public url but you can check however that https token proxy is correct
BAD_REQUEST → you can contact XCALLY Support
MESSAGE_SPLIT_REQUIRED → too long text
ATTACHMENT_REJECTED → Error by Whatsapp Meta Side, attachment not allowed

Messages don’t arrive from Whatsapp to Motion

If messages don’t arrive from Whatsapp to Motion, you can check what happens on
SINCH → Conversation API → Analytics

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In case of issues (e.g. message from Motion don’t arrive on Whatsapp), you can:
set Motion in debug mode
check logs and send them to us

Account blocked by Meta

It’s possible that Whatsapp Business is blocked without warning by Meta (e.g. if an unauthorised template was used or a user blocked you)

In this case you can check this guide of Facebook Policy and then contact your account manager.

Possible errors on Meta site which can hint about issues with Meta policies:

RECIPIENT_NOT_OPTED_IN,
OUTSIDE_ALLOWED_SENDING_WINDOW
DELIVERY_REJECTED_DUE_TO_POLICY
NO_PERMISSION
NO_PROFILE_AVAILABLE
INACTIVE_CREDENTIAL

Other possible errors: (you can explore details at the page https://developers.sinch.com/docs/conversation/callbacks/#error-codes )

Network errors, try again later:

RATE_LIMITED
DELIVERY_TIMED_OUT
MESSAGE_EXPIRED
CHANNEL_REJECT

SINCH configuration errors:

RECIPIENT_NOT_REACHABLE
CHANNEL_BAD_CONFIGURATION
CHANNEL_CONFIGURATION_MISSING
NO_CHANNELS_LEFT
TEMPLATE_NOT_FOUND
TEMPLATE_INSUFFICIENT_PARAMETERS
TEMPLATE_NON_EXISTING_LANGUAGE_OR_VERSION
UNKNOWN_APP
NO_CHANNEL_IDENTITY_FOR_CONTACT

XCALLY code errors, contact support:

RECIPIENT_INVALID_CHANNEL_IDENTITY
CHANNEL_FAILURE
CONTACT_NOT_FOUND
BAD_REQUEST
UNSUPPORTED_OPERATION
UNKNOWN
INTERNAL_ERROR

Versions Compared

Old Version 5

New Version Current

Key

📋 What’s about

Sinch account

How to associate a sender and configure a Whatsapp Channel on Conversation API

⚙️ Configuration

How Admin can configure Sinch on Motion