WhatsApp Channel Multi-Session QR Real-time

WhatsApp in your Agent Desktop

Engage WhatsApp connects WhatsApp to SSCV2 via the WhatsApp Web protocol — send text, images, videos, audio and documents; stickers, contact cards and locations are received on top. Multi-session with QR auth.

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SAP Sales Cloud V2 — WhatsApp Channel

Maria Schmidt

Order status inquiry

Thomas Weber

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Maria Schmidt

+41 79 123 45 67

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Hi, I placed an order last week but haven't received any tracking info yet. Order #4521

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Hi Maria! Let me check that for you right away. One moment please.

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Your order #4521 was shipped yesterday. Here's your tracking number: CH-98765432

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Features

The channel your customers already use

Engage WhatsApp brings every conversation into the SSCV2 Agent Desktop — logged, matched, in real time.

Send & Receive Messages

Full two-way WhatsApp messaging from inside the Agent Desktop. Agents respond to customers in the channel they prefer.

Media Support

Send images, videos, audio and documents; receive stickers, contact cards and locations as well. Media lives in a private Cloudflare R2 bucket and is served through the backend on authenticated requests.

SSCV2 Interaction Logging

WhatsApp conversations are logged as SSCV2 interactions by default — linked to the right contact and account. Blocked numbers are excluded, and each chat has its own recording switch.

Contact Lookup

Automatically match WhatsApp numbers to SSCV2 contacts. Agents see customer context before the first message.

Session Management

Multi-session support with QR code authentication. Each tenant manages their own WhatsApp connection independently. Session state persisted across restarts.

Webhooks & Real-time

HMAC-signed webhooks for message events, delivery receipts, and session state changes. Real-time WebSocket streaming for the agent UI.

How It Works

From QR code to logged conversation

Step 1

Scan & Connect

Link your WhatsApp number by scanning a QR code. Each tenant manages its own connection — session state survives restarts.

Step 2

Messages Arrive in SSCV2

Incoming messages appear in the Agent Desktop. Numbers are matched to SSCV2 contacts automatically, so agents see who is writing.

Step 3

Reply & Log

Agents reply with text and media without switching apps. Every conversation is logged as an SSCV2 interaction on the right contact.

FAQ

Frequently Asked Questions

How does Engage WhatsApp connect to WhatsApp?

Via the WhatsApp Web protocol with multi-session support: each tenant links its own number by scanning a QR code. Session state persists across restarts.

Which media types are supported?

Outbound: text, images, videos, audio and documents. Inbound additionally: stickers, contact cards and locations. Media files live in a private Cloudflare R2 bucket and are delivered through the backend on authenticated requests.

How do agents work with WhatsApp messages?

Conversations appear inside the SSCV2 Agent Desktop. Incoming numbers are matched to SSCV2 contacts automatically, and conversations are logged as interactions on the right contact and account by default — blocked numbers excluded, with a recording switch per chat.

Is it real-time?

Yes. Agents receive message events, delivery receipts and session changes live over WebSocket — new messages appear as they arrive, without refreshing. Third-party systems subscribe to the same events through HMAC-signed webhooks.

Can I test Engage WhatsApp for free?

Yes — 10-day free trial, no credit card. After that, Engage WhatsApp costs CHF 14 per user per month (10 user minimum, billed annually).

Get started

Ready to bring WhatsApp into SSCV2?

Start for free or book a personal demo — we'll show you how Engage WhatsApp brings customer conversations into SSCV2.

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