> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/channels-integrations/text-channels/whatsapp-and-sms.md). # Configure WhatsApp and SMS for WebAgent Configure WhatsApp and SMS Dialogue Provider integrations for WebAgent. Configure WhatsApp and SMS providers when agents handle those dialogues in WebAgent. ## Provider options Supported provider options include: * CM Dialogue Provider * Vonage Dialogue Provider Configure the provider that is enabled for the customer's Unified Contact Center (UCC). CM and Vonage use different provider scopes and setting names, so each provider has its own configuration section. ## Prerequisites * The [shared omnichannel licensing prerequisites](/channels-integrations/text-channels.md#licensing-prerequisites) are confirmed. * Dialogue Manager is configured for text-channel handling. * The chosen WhatsApp or SMS provider is requested or enabled for the environment. * Provider account, number, and authentication values are available. * The UCC has the skills and agent assignments required for WhatsApp or SMS dialogues. ## Request provider enablement 1. Confirm whether the channel uses CM or Vonage. 2. If you have OnePortal access, use **OnePortal > Contact Centers > Add Feature** for the target UCC to add one of these features: * **WhatsApp - CM** * **WhatsApp - Vonage** 3. If you do not have direct OnePortal access, request the WhatsApp or SMS feature through your partner or AnywhereNow representative. 4. Confirm that the provider settings are provisioned for the target UCC. 5. Open the active admin-managed configuration source for the environment. 6. Enter the provider account, number, authentication, polling, and status-reporting values supplied for the environment. 7. Save the provider settings. {% hint style="warning" %} CM and Vonage account and API portal labels can differ by customer and provider contract. Use the provider account instructions supplied for the environment, or ask support to confirm the current provider-specific portal steps. {% endhint %} ## Configure CM Dialogue Provider Use the `CmDialogueProvider` scope for CM settings. | Setting | Use | Value guidance | | -------------------------- | ------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------- | | `Enabled` | Enables the CM provider configuration. | Use the value approved for the UCC. | | `ProductToken` | Authenticates with CM. | Use the managed secret supplied for the environment. | | `Name` | Identifies the CM provider configuration. | Use the provider name approved for the channel. | | `Sms` | Defines the SMS number used by the CM provider. | Use the SMS number assigned to the environment. | | `WhatsApp` | Defines the WhatsApp number used by the CM provider. | Use the WhatsApp number assigned to the environment. | | `PollingIntervalInSeconds` | Controls how often the provider polls for messages. | Default: `30`. Change only when the supplied provider configuration requires a different interval. | | `WaitForStatusReport` | Controls whether the provider waits for delivery-status reporting. | Default: `true`. Use the value supplied for the environment. | ## Configure Vonage Dialogue Provider Use the `VonageDialogueProvider` scope for Vonage settings. | Setting | Use | Value guidance | | -------------------------- | ------------------------------------------------------------------ | ---------------------------------------------------------------------------------- | | `Enabled` | Enables the Vonage provider configuration. | Use the value approved for the UCC. | | `BaseAddress` | Defines the Vonage service base address used by the provider. | Use the endpoint supplied for the environment. | | `AuthorizationHeaderValue` | Authenticates with Vonage. | Use the managed secret or authorization header value supplied for the environment. | | `KeyWord` | Identifies the Vonage keyword used by the integration. | Use the keyword supplied for the environment. | | `Sms` | Defines the SMS number used by the Vonage provider. | Use the SMS number assigned to the environment. | | `WhatsApp` | Defines the WhatsApp number used by the Vonage provider. | Use the WhatsApp number assigned to the environment. | | `PollingIntervalInSeconds` | Controls how often the provider polls for messages. | Use the interval supplied for the environment. | | `WaitForStatusReport` | Controls whether the provider waits for delivery-status reporting. | Use the value supplied for the environment. | ## Configure channel behavior 1. Add the provider endpoint to the relevant ListsPlugin endpoint configuration. 2. Create or confirm the WhatsApp or SMS skill. 3. Assign the skill to the agents who handle WhatsApp or SMS dialogues. 4. Add the required plugin flow settings for the provider. 5. Validate provider routing with a test message. ## Validate WhatsApp and SMS handling 1. Confirm that the configured provider is enabled for the target UCC. 2. Confirm that the relevant `WhatsApp` or `Sms` channel phone-number settings are present for the configured provider. 3. Confirm that `PollingIntervalInSeconds` and `WaitForStatusReport` contain the values supplied for the environment. 4. Send a test message to the configured channel number. 5. Confirm that the dialogue appears in WebAgent. 6. Reply from WebAgent. 7. Confirm that delivery-status behavior matches the configured provider settings. Then validate the agent workflow in [Handle WhatsApp and SMS dialogues](/use/handle-conversations/webagent/handle-whatsapp-sms-dialogues.md). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://atlas.anywhere.now/channels-integrations/text-channels/whatsapp-and-sms.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. 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