In some scenarios you may want to allow a caller to choose to get contacted via WhatsApp instead of continuing a voice conversation. For these scenarios, below you'll find details on how this can be accomplished using Webhooks in Genius.

In this case we have spelled out how to create a Flow which offers an IVR to callers. If callers choose a certain option in the IVR, a message will be sent to the WhatsApp API which triggers a message to be started in WhatsApp to the number that caller has called from. After that, the call is disconnected so that the conversation can continue on WhatsApp instead.

Prerequisites:

• Have a WhatsApp Business Account setup and have a Profile setup in Meta Business Manager
• Create a WhatsApp App in Meta Business Manager
• Have at least 1 approved Message Template in the Meta Business Manager
• Have payment information in Meta Business Manager
• Have an API Key from Meta Business Manager

How to set up in Genius:

1. Set up a new Flow
   1. Go to Flow Builder and Add a new Inbound Flow

1. Add your IVR and routing nodes

1. Set up a Webhook node for the routing option you want to send to WhatsApp
   1. Method & URL: POST https://graph.facebook.com/v22.0/[Your Number ID Goes Here]/messages
   2. Headers: 
      1. parameter key = Authorization 
      2. value = Bearer [Your Bearer Token from WhatsApp goes here]
   3. Body:

      1. {
             "messaging_product": "whatsapp",
             "recipient_type": "individual",
             "to": "<%-call?.from?.number%>",
             "type": "template",
             "template": {
                 "name": "whatsapp_request",
                 "language": {
                     "code": "en_US"
                 }
             }
         }

      2. Make sure you have an approved Message Template in your WhatsApp Business account, and make sure you know the language for that Message Template. You will need to provide the name of the template exactly as shown in WhatsApp and the correct language code for this to work.