Messaging channel integrations

Link your WhatsApp Business, Telegram, Facebook Messenger, Google Business Messages, Viber, or Instagram Direct account to VCC Live

You can integrate VCC Live Chat with messaging and social media platforms on a single interface, giving agents a unified experience. With this integration, any inbound messages from customers arriving at your profile are automatically redirected to VCC Live, where they are assigned automatically to agents. They can reply to customers, use canned messages, assign the interactions to customer records and tickets, or mark the interactions as spam.

Tip: You can also embed VCC Live Chat to your website. See Chat – Website Integration.

How to get started

VCC Live can be integrated with Messagebird’s Conversations service, which means that agents logged in to VCC Live are able to handle customer inquiries received on your business accounts including platforms such as WhatsApp Business, Viber, Telegram, Instagram Direct, Telegram or Google Business Messages.

For WhatsApp Business integration, you need to comply with WhatsApp’s Commerce Policy. You will also need to provide VCC Live with your Facebook Business Manager ID and the phone number you would like to integrate with WhatsApp Business. Please note that in case you would like to use a phone number that was previously linked to WhatsApp, then you would need to remove it following this process. Once you connect a phone number to the WhatsApp Business account in Messagebird, it needs to be activated following this guide.

Integrating different platforms can take time depending on the platform and data required.

If you are interested in this integration, reach out to your Customer Success Manager to help you start the process.

To Integrate VCC Live Chat with a platform of your choice

1. Select a project from the project list, then select Channels > Chat.
2. Select the MessageBird tab.
3. Press Add.
4. Enter the Name of the channel (this can be any text of your choice) and then add the Channel ID from the relevant channel from your Messagebird account set up by VCC Live.
5. After this, the channel will appear in the list of channels.
6. In VCC Live, in Integration settings copy the API Key from your Messagebird account. (Developers/API Access/Live API Key)
7. In VCC Live, in Integration settings copy the Signing Key from your Messagebird account (Developers/API Settings/Show Signing Key) and press Save.
8. Your agents can now communicate with clients and reply to inbound chat messages. Make sure that agents are added to your default chat queue.