Dialogue Cloud

On Premises

Install WhatsApp and SMS Dialogue Provider

Note

An AnywhereNow WebAgent for Omnichannel license is required.

Note

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

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

Prerequisites

Link UCC to WebAgent

First the WebAgent Service need to be installed.

Install Custom Sessions

For the UCC the to be able to handle Text Session, the custom sessions plugin needs to be deployed.

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.

    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.