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)

There are two important sections on Sinch:

• Whatsapp (“old section” for Whatsapp API)

• Conversation API → new section

• 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

• 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

• Clicking on the created app, you can edit it from configuration section, by modifying the name but is not recommended to do that

• Processing Mode: Conversation mode

• On Set up channels you can configure 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 Sinch.

You need to ask to your account manager to associate 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 Overview section → Get Started

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

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

• Sinch Project ID: you can copy it from Conversation API→ Overview

• target type: HTTP

• target url: composed by https://{MOTION_URL}/api/whatsapp/accounts/{WHATSAPP_CONNECTOR_ID}/notify

• secret token for security to prevent a third element from sending messages

• triggers: add all available triggers

• Click on Create

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.

On Synch side you need to:

• Configure a Conversation API Project, creating:

  • Project

  • App on Sinch

  • Api Key / Key Secret

(These parameters are essential to configure Whatsapp Connector Account on 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 Motion side, environment accessible via HTTPS, you should already have a Whatsapp Account with old Sinch.

• To avoid service interruptions, we suggest you create a new 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 one with 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

• 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 Webhook App on Sinch side