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8x8 Support

Set Up a Script for WhatsApp One Time Passcode


Set up a script for WhatsApp one time passcode in 8x8 Contact Center.

Applies To

  • 8x8 Contact Center
  • WhatsApp


This is the process for how you would set up a script that will enable you to receive a one time passcode from WhatsApp for the number allocation. The number you setup here would then be registered on WhatsApp. If you wish you use another number that does not belong to 8x8, that can be done, but that is not this process.

In the first instance, a number needs to be set up using the Admin Console and pointed to the 8x8 Contact Center number set up.

Once you have this, you need to be able to set up the number so it can receive and enter in the one time passcode that is sent out by WhatsApp. It’s configured using an external number, so that when the one time passcode is send through to the 8x8 number via a phone call, it will be forwarded onto the external number.

Note: Instead of adding it to an external number, you could route it to an agent group, but they would need to know the one time passcode, which you get from WhatsApp when going through the form process.

Once this has been done, attach the 8x8 number to the script.

Once this has been completed, it’s ready to be used within the WhatsApp provisioning flow. 

Once the provisioning flow has been completed, the number the customer has used will show on WhatsApp, so customers could dial it. So they could decent to route it through to a queue so agents can take them calls, or just add an audio advising that queries will only be taken via WhatsApp on this number.

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