Install WhatsApp and SMS Dialogue Provider

Prerequisites

Licensing prerequisites

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.

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.

Installation overview

To install the WhatsApp and SMS Dialogue Provider the following steps need to be made.

Link UCC to WebAgent

First the WebAgent Service need to be installed.

Install CM or Vonage Dialogue Provider

The next step is to deploy the WhatsApp and SMS Dialogue Provider specific to you Dialogue Partner

  • Install Dialogue Manager

  • Based on your WhatsApp Partner: 

    Provider & number limits per UCC

    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.