Install CM Dialogue Provider

Prerequisites

Licensing prerequisites

An Enterprise license or higher is required to access these features.

Your subscription may already include the required entitlements. Contact your AnywhereNow representative if you are unsure whether your subscription includes these features.

A valid WebAgent license for Omnichannel Communication is required. This entitlement may be included in your subscription or provided through PUL11, WebAgent for Omnichannel Communication.

Confirm the required partner-provided integration license with your AnywhereNow partner before configuring the connection.

Configuration prerequisites

  • CM Account with WhatsApp or SMS channel

    Provider & number limits per

    You can’t mix messaging providers in a single UCC.

    A UCC may use only one provider (CM or Vonage) for phone-based channels.

    Read more

    Allowed

    • WhatsApp + SMS from the same provider (CM or Vonage) in one UCC.

    • Email (EDP) and WebChat (WCDP) in that same UCC alongside your chosen provider.

    Not allowed

    • WhatsApp and SMS from different providers in one UCC (e.g., WhatsApp via CM and SMS via Vonage).

    • Multiple WhatsApp numbers in one UCC — use a separate UCC per WhatsApp number.

    • Multiple SMS numbers in one UCC — use a separate UCC per SMS number.

    Examples

    • ✅ One UCC with CM: WhatsApp (1 number) + SMS (1 number) + Email (EDP) + WebChat (WCDP).

    • ❌ One UCC with WhatsApp via CM + SMS via Vonage → split into two UCCs.

    • ❌ One UCC with two WhatsApp numbers → create one UCC per WhatsApp number.

    • ❌ One UCC with three SMS numbers → create one UCC per SMS number.

Installation

Configure Plugins Settings

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through . Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Configure the following settings:

    Note

    ProductToken is provided by CM.

    Note

    You need either SMS or WhatsApp. You can also use both.

    Setting Value Description

    Setting: Enabled

    Scope: CmDialogueProvider

    TRUE

    Indicates whether the dialogue provider is actively used.

    Setting: Name

    Scope: CmDialogueProvider

    CmDialogueProvider

    Note:

    This name is not the name displayed on the WhatsApp for Business Number, which is configured via the Meta Business Manager. This name is only used to be stored within the AnywhereNow Dialogue Manager database.

    Warning:

    The Name can only have the following characters:

    • Lower case: a-z
    • Upper case: A-Z
    • Numbers: 0-9

    Used a ReceiverName for Dialogue Manager database.

    Setting: PollingIntervalInSeconds

    Scope: CmDialogueProvider

    1

    Time between each poll to send outgoing messages.

    Setting: ProductToken

    Scope: CmDialogueProvider

    XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX

    Unique identifier to authorize against the Messaging API.

    Setting: Sms

    Scope: CmDialogueProvider

    +XXXXXXXXXX

    Phonenumber for SMS.

    Setting: WaitForStatusReport

    Scope: CmDialogueProvider

    FALSE

    Indicates whether system should wait for status reports on outgoing messages; status reports indicate whether sending an outgoing message is successful or not.

    Setting: WhatsApp

    Scope: CmDialogueProvider

    +XXXXXXXXXX

    Phonenumber for WhatsApp.

  4. For all the available settings to finetune the CM Dialogue Provider, see: WhatsApp and SMS Dialogue Provider Plugin Settings Overview

Validate Endpoint

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal. Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Validate DialogueManager settings endpoint for ListsPlugin > ListsEndpoints

    Setting Value Description

    Setting: ListsEndpoints

    Scope: ListsPlugin

    http:///webagentservice/api/v1/settings

    http://FQDN/DialogueManager/api/v1/settings

    https://FQDN/CmDialogueProvider/api/v1/settings

    Warning

    It is important to configure this setting to one main regional URL when using multiple services in the same region. If this is not done, you may experience unexpected behavior.

    Warning

    Make sure to leave the fqdn to this service configured as a ".local" URL, especially when using multiple UCC services in the same region. If this is not done, the UCC cannot reach the right webserver internally leading to undesired or non-functional WebAgent behavior.

    Note

    URL needs to be accessible from the UCC Service to the CM Dialogue Provider.

    Used by the ListsPlugin to push the settings from the settings from SharePoint to the URL of the service.

Create and assign Skills

  1. Create regular skill, see: Standard Skill

  2. Add Agents, see: Agents

  3. Assign Skills to Agents, see: Skills per Agent

Add Plugins Attributes

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Attributes list

  3. Add the following attributes:

    Display Name System Name Show on Extension Window Show on Order Open Automatically Category
    Subject Subject

    No

    No

    1

    No

    		 Contact
    SenderDisplayName SenderName

    No

    No

    2

    No

    		 Contact
    SenderUri SenderUri

    No

    No

    3

    No

    		 Contact
    Body Content

    No

    No

    4

    No

    		 Contact

Add Plugin Flow Settings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Flow Settings list

  3. Below an example on how to setup the Plugin Flow Settings:

    Tip

    If you are using SMS, the value should be SMS.

    Attribute Operator Value Order Action Skill

    Channel

    Equals

    WhatsApp

    1.00

    Skill

    WhatsApp

    Channel

    Not equals

    WhatsApp

    2.00

    Skill

    WhatsApp

More information about Plugin Flow Settings, Plugin Flow Settings

For more example, Plugin Flow Settings examples for WhatsApp and SMS Dialogue Provider

Configure Webhook in WhatsApp/SMS messaging partner

  1. Login into the CM Dashboard

  2. (if you have multiple accounts) Select your Account

  3. Navigate to Channels

  4. Navigate to WhatsApp Business or SMS Number & Keywords

    Tip

    If you want to use both, you need to do these actions on both channels.

  5. Open your Business profile

  6. Select Add destination

    1. Destination = Webhook

    2. Content type = Json

    3. Enter a webhook url = Example, https://FQDN/CmDialogueProvider/api/v1/response

      Note

      The URL needs to be publicly available.