Install CM Dialogue Provider

Prerequisites

• CM Account with WhatsApp or SMS channel

  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.

Installation

Add Plugins Settings

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add 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

Add Endpoint

1. Open the UCC Config page on SharePoint

2. Open the Plugin Settings list

3. Add DialogueManager settings endpoint for ListsPlugin > ListsEndpoints

   Note

   Add to the existing item and separate with "Enter".

   Setting	Value	Description
   Setting: ListsEndpoints Scope: ListsPlugin	http://FQDN/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 Toast	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.

2019-04-18 15:39:30,716 [5] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest DEBUG - ListsPlugin SendRequest Endpoint: http://FQDN/CmDialogueProvider/api/v1/settings - body: {"Version":"1.1.7"...}

2019-04-18 16:13:32.7046 DEBUG SettingsManager - Added settings for UCC ucc__whatsapp
2019-04-18 16:13:32.7075 TRACE ProviderManager - TryAddUcc ucc__whatsapp