SAP C4C Service Cloud WhatsApp integration

Hello everyone,

Welcome to my blog post, here I am going to discuss one of my Projects ‘WhatsApp integration with SAP C4C service Cloud’. We all know most probably WhatsApp is one of the most used messaging apps now a day people use for business as well as personal use.

How this integration works

Very simple think about a situation where you want to know your Service Ticket

Then how this integration is possible?

This answer is also very simple its Infobip, which will help us to achieve this. Deliver A Better Customer Experience

with WhatsApp Business API Communicate over the world’s most used chat app with Infobip as your WhatsApp Business Solution Provider

Technical architecture

Business Story

Mobile numbers are used by officers to communicate via WhatsApp with employees and candidates.  Only 1 HRSS officer can communicate at a time per Officers mobile number.  They do so via the WhatsApp web application.

A ticket is manually created in C4C once the WhatsApp communication has commenced.  All messaging information including attachments is copied from WhatsApp to C4C manually.

This call is then closed and an email to inform the client is automatically sent via C4C.  A customer satisfaction email is also sent after 2 days from the C4C application. No response is ever received.

• Create an Account in Infobip.
• Enable the WhatsApp channel.
• Create an Infobip function to interact with SAP C4C SDK.
• Deploy the function and use function Url as Webhook of WhatsApp channel.

• Create an account in Infobip using this link, you can get an account where all the beta services are enabled.

Here we are going to show how we can create service Ticket in C4C through WhatsApp chat

1. Users can communicate to the customer on WhatsApp through Infobip, here both ways communication can be done.  

2. Infobip needs to consume C4C API and through this API, it can send the same message to C4C along with username, customer mobile number, and the message.

3. C4C will identify a customer with the same mobile number and create a service request for the same customer and store this message history in a separate tab under the Ticket.

4. C4C keeps storing messages until the Ticket gets closed.

5. Once the Ticket gets closed for this customer and if again C4C gets the new message for the same customer then it will create a new service Ticket and keep storing message history till the Ticket gets closed.

I hope everyone enjoyed this blog, please don’t forget to put a comment and share.