Configure WhatsApp In UCx Contact Center

Summary

Bird is the integration gateway for WhatsApp, providing the infrastructure to send and receive text messages via the WhatsApp platform. All WhatsApp usage and DID costs will be invoiced directly to you from Bird.

Complete the following steps:

1. Create a Bird Account
2. Set Up a WhatsApp Channel via Bird
3. Create an Access Policy
4. Create an Access Role
5. Create an Access Key

Note: Your Voice Specialist will inform you of the number of required DIDs that need to be set up with Bird.

Create a Bird Account

1. Create a Bird account.
2. Provide your company email and log in.
3. Navigate to Settings.
4. Navigate to the Organization tab and create a new organization.
5. Navigate to the Workspace tab and click Create new workspace.

Set Up a WhatsApp Channel via Bird

1. 1. Navigate to Channel Management.
   2. Navigate to WhatsApp Management as shown in the image below.
      
   3. A page with instructions for installing WhatsApp will appear. Please read it, and then click Install WhatsApp. Follow the instructions as prompted.

Create an Access Policy

An access policy is a set of rules that determine access to one or more resources.

Resources Table

For a successful Bird integration with Contact Center, you need access to the following resources within Bird:

Note: The Organization ID is the unique identifier for your organization, and you will need this number to create an access policy.

Find your Organization ID

1. Log on to your Bird account.
2. Open User Settings. The Settings page appears. The Organization ID will be in the Resource’s Definition column, as shown in the image below.

Note: Save the Organization ID in a location where you can easily find it later.

Create an Access Policy

1. Log on to your Bird account.
2. Navigate to Access Policies.
3. The Access Policies page appears. Click Create Custom Policy.
4. The Create Custom Policy page appears. Enter a suitable Policy name and Policy description.
5. Using the Resources Table, create policy definitions. For example, the image below shows a policy definition of the first row in the table.

Note: You MUST create policy definitions for each resource. When done, click Save. Bird will verify the access policy and alert you to any errors, if applicable.

Create an Access Role

An access role is a set of one or more access policies that can be assigned to one or more access keys. Access roles can be managed via Security Access Roles.

1. Log on to your Bird account if you haven’t already.
2. Navigate to the Access Roles When the Access roles page appears, click Create Role.
3. In the page that appears, enter a suitable Role name and Description.
4. Now you can attach the access policy you created in Creating an Access Policy. Navigate to the folder labelled Other permissions. Scroll to find the access policy you created previously and click the checkbox to select it. For example, the image below shows that a policy named ApiPolicy has been selected.
5. Click Create role when done.

Create an Access Key

Bird integration uses access keys for HTTP request authentications. Access keys are associated with roles to limit the scope of access they provide. We strongly recommend limiting access key permissions by assigning the minimum required access roles to them.

1. Log on to your Bird account.
2. Navigate to the Access Keys When the Access Keys page appears, click “Add New Access Key.”
3. In the Add new access key page that appears, enter a suitable Key name and Key description. Click the Add new role button, and then choose the role you created in Creating an Access Role.
4. Click Save when done. Your new access key has been created, and the Bird app displays the new access key token.

Note: The access key token will be displayed ONCE. You MUST copy it and save it in a file that you can retrieve later.