Oracle Fusion Service messaging

SMS WhatsApp

Oracle Fusion Service is a unified platform of applications, data, and tools for delivering customer service across channels. It enables businesses to manage service requests, provide self-service options, guide agents, and automate workflows for both digital and field service needs. Key features include case management, knowledge bases, and AI-powered assistance to improve efficiency and customer satisfaction.

Add WhatsApp and SMS capabilities into your Fusion Service support workflows to enhance the communication experience.

Fusion Service supports both WhatsApp and SMS, enabled through Infobip. Messaging channels like WhatsApp and SMS provide you with the convenience of using familiar channels, enabling a continuous conversation history that can be untethered from the desktop.

What you will need

• Infobip account. If you do not have an account, you can create a free trial (opens in a new tab).
• Oracle Fusion Service account
• Sender for SMS (opens in a new tab) and WhatsApp (opens in a new tab)

Features

Enable Oracle Fusion Service messaging

To use the Oracle Fusion Service messaging app, use the following steps:

1. Sign in to the Supervisor Dashboard
2. Enable Supervisor Dashboard
3. Enable Omnichannel routing and chat
4. Set up your Infobip account - Depending on your needs, set up SMS, WhatsApp, or both.
5. Connect and authenticate Infobip with Fusion Service.
6. Configure authentication with Fusion Service for SMS and WhatsApp.
7. Add you new channels to the Supervisor Dashboard.
8. Set up routing and assignment rules in Fusion Service.

For further details about the steps, see the following sections.

Sign in to the Supervisor Dashboard

To set up messaging channels for Fusion Service, you need access to the Supervisor Dashboard as a user with the administrator role.

Enable Supervisor Dashboard

If you do not already have access to the Supervisor Dashboard, see Enable Supervisor Dashboard (opens in a new tab).

When you have access to the dashboard, you can continue with the setup steps.

Enable omnichannel routing and chat

WhatsApp and SMS for Fusion Service require both Omnichannel Routing and Chat to be enabled for your Fusion environment.

If you have not done so already, see How do I enable features and profile options for chat? (opens in a new tab) to enable omnichannel routing and chat.

Set up your Infobip account

If you do not already have an Infobip account, start by signing up for a free trial (opens in a new tab).

After you set up your account, access the dashboard and go to Channels. Depending on your needs, set up SMS, WhatsApp, or both.

Set up SMS

To set up SMS:

1. On the Infobip dashboard, select SMS.
2. Add one or more numbers to enable two-way conversations.
3. Follow Infobip’s instructions. See SMS.

Set up WhatsApp

To set up WhatsApp:

1. On the Infobip dashboard, select WhatsApp.
2. Follow the Send Request link on the page to get started. See WhatsApp.

Connect and authenticate Infobip with Fusion Service

Oracle Identity Cloud Service (IDCS) is Oracle’s cloud-based identity and access management service. It provides secure authentication and authorization for applications that connect to Oracle Cloud resources.

IDCS ensures that Infobip can securely communicate with Fusion Service APIs.

Add a new confidential application in IDCS

When Infobip receives messages from your customers, it forwards those messages to the provided API, and this requires authentication with IDCS.

1. To set up this authentication and communicate with Oracle Cloud services, you need to add a confidential application in IDCS. For more information about using Oracle Identity Cloud Service to add a confidential application, see Add a Confidential Application (opens in a new tab).

2. Set the following parameters and leave the others as their default value.

   Application details parameters	Value
   Name	Engage Messaging
   Description	Application for authenticating API requests from Infobip.

3. Skip configuring authorization, and configure the application as a resource server.

   Resource server configuration parameters	Value
   Access Token Expiration	3600 seconds
   Primary Audience	api
   Add (allowed scopes)	Add / as a scope.

4. Finish configuring the application. Make a note of the client ID and client secret for later use.

5. Activate the new application.

For more detailed help on configuring confidential applications in IDCS, see the video Integrate Custom Client Applications with OAuth 2.0 and OpenID Connect (opens in a new tab).

Configure authentication with Fusion Service for SMS and WhatsApp

To set up your confidential application, you need to configure authentication for your SMS and WhatsApp numbers.

Provide the following OAuth2 details:

Field name	Description
Access Token URL	https://<IDCSInstanceID>.identity.oraclecloud.com/oauth2/v1/token Replace <IDCSInstanceID> with your unique IDCS instance ID.
Scope	api/
Grant Type	client_credentials
Client ID and Secret	Use the credentials from your confidential application. Note that client credentials are sensitive. Ensure you secure channel to send these to Infobip.
Engage Messaging REST API URL	The URL that Infobip uses to send messages to the Engage REST API. This is the URL format: https://api-<EngageTenantGUID>.engage.oci.oraclecloud.com/v1/api/messaging/channels/chat/infobip Replace <EngageTenantGUID> with the GUID of your Engage tenant (found in the Supervisor Dashboard URL). Replace the GUID value after the console part of the URL, up to but not including .engage.

Add your new channels to the Supervisor Dashboard

When you have configured the authentication for your channels, you need to add them to the Supervisor Dashboard.

1. In the Supervisor Dashboard, click Configure > Messaging (Channel Configuration).
2. For each SMS or WhatsApp number, add a new messaging channel using the following information.

Channel parameters	Description
Name	Provide a name, such as WhatsApp Customer Service.
Description	Optional field to describe the channel.
Type of Channel	Set to the channel associated with the number, such as SMS or WhatsApp.
Phone Number	Set to the number you are configuring, as it appears in the Infobip dashboard.
Webhook URL	The URL that Engage uses to send messages to Infobip: <API base URL>/messages-api/1/messages. Replace <API base URL> with your Infobip base URL (available on your Infobip dashboard).
OAuth2 URL	The URL Engage uses to authenticate messages sent to the Infobip API: <API base URL>/auth/1/oauth2/token. Replace <API base URL> with your unique Infobip base URL. You can find this URL on the landing page of your Infobip dashboard.
OAuth2 Client ID	Infobip account username created when signing up with Infobip.
OAuth2 Client Secret	Infobip account password created when signing up with Infobip.

Set up routing and assignment rules in Fusion Service

When you have completed the channel configuration, you need to configure routing in Fusion Service to ensure that new messaging conversations are assigned to the available customer service agents. By default, WhatsApp and SMS channels use the same routing rules as chat.

If you already assign chat work assignments to your agents, you do not need to do anything more. Your new channels are automatically routed to the same queues and agents as chat.

If you do not already use chat, see: How do I automatically route chat work assignments to agents? (opens in a new tab).

Try it out

When your new channels are configured, and you have set up your assignment rules to route new conversations to your agents, you can try it out.

1. Sign in to Fusion Service as an agent assigned to the messaging queue.
2. Open Service Center and make yourself available for chat.
3. Send a message using either SMS or WhatsApp to one of your configured numbers.
4. When you receive a new incoming message notification in Service Center, accept the message to begin your first WhatsApp or SMS conversation.

FAQs about messaging channels for Fusion Service

Which channels do you support?

The supported channels are:

• SMS
• WhatsApp

Do I need a new SKU to enable messaging channels?

No. You do not need a new SKU if you already have one of the following:

• Oracle Fusion Service Enterprise Cloud Service – Pooled Named User
• Oracle Fusion Human Resource Help Desk Cloud Service – Hosted Employee
• Oracle Customer Experience for Utilities – Fusion Agent Service Cloud Service

How do I get an account with Infobip?

• Sign up for a free trial (opens in a new tab)
• View pricing (opens in a new tab)
• Contact an Infobip expert (opens in a new tab)

How do I route WhatsApp and SMS conversations to my agents?

By default, WhatsApp and SMS use the same routing rules as Chat.

• If Chat is already set up, no further action is required.
• Otherwise, see Set up routing and assignment rules in Fusion Service (opens in a new tab).

Can I route WhatsApp and SMS conversations to a digital assistant?

Yes. WhatsApp and SMS can be routed to a digital assistant and escalated to a live agent in the same way as Chat.

• If you already assign Chat work to a digital assistant, no changes are needed.
• Otherwise, see Use Oracle Digital Assistant as an Agent (opens in a new tab).

How do I route WhatsApp, SMS, and Chat conversations to different digital assistants or agents?

WhatsApp and SMS are routed like Chat by default, however, you can customize the routing rules to assign messaging channels to different queues.

How do agents handle WhatsApp and SMS conversations?

• If agents use Service Center for Chat, they can handle WhatsApp and SMS conversations without additional setup.
• Otherwise, see How do I enable Service Center? (opens in a new tab).

How can I view metrics on usage of WhatsApp and SMS channels?

The Supervisor Dashboard gives supervisors and administrators up-to-the-minute views across channels, including WhatsApp, SMS and chat.

To get started with the supervisor dashboard, see Enable Supervisor Dashboard (opens in a new tab).

See Data and Metrics for Engagement Dashboard (opens in a new tab) for a detailed list of metrics you can track.

How can I monitor and coach agents for WhatsApp or SMS channels?

Supervisors can monitor and coach agents in real-time using the Supervisor Dashboard. Go to the Agents tab or the Engagements tab, and then click the Monitor action on any row in the table.

See Enable Supervisor Dashboard (opens in a new tab) for setup instructions.

Is there a limit to the length of a WhatsApp or SMS conversation?

Messaging channels behave in the same way as chat for customers and agents. Conversations remain active for as long as the customer and agent are exchanging messages.

The default idle timeout for conversations is 600 seconds. You can configure the timeout duration.

If no messages are exchanged after the timeout, the conversation is automatically closed. The next message from that customer is routed as a new conversation according to your routing rules. The default value is configurable and can be disabled entirely.

You can find out more on chat configuration options if you read: How do I enable features and profile options for chat? (opens in a new tab).