WhatsApp Business messaging capabilities and limitations with Amazon Connect

PDFRSS

The WhatsApp Business messaging integration provides the following capabilities:

• Text messages

• Interactive messages. For more information, see Add Amazon Lex interactive messages for customers in chat.

• Messages with rich link previews

• Delivered and read receipts for business messages

• Attachments

Limitations

When integrating WhatsApp Business messaging with Amazon Connect, be aware of the following limitations:

Delivery receipt limitations

• Read receipts for customer messages are not supported.

• Delivery receipts for customer messages are not supported. The delivery receipts that appear in WhatsApp indicate that WhatsApp has received the message, not Amazon Connect.

Text message limitations

• Inbound text messages from customers greater than 1024 characters are not supported.

Unsupported message types

• Inbound contact messages sent by customers are not supported.

• Inbound location messages sent by customers are not supported.

• Reaction messages sent by customers are not supported.

• Reply messages sent by customers are not supported. New message content is delivered without the reply context.

• Receiving message statuses that a message was deleted by the customer is not supported.

Attachment limitations

• All attachments from customers when initiating a new contact or conversation are not supported. Customers can only send attachments during an existing contact.

• Attachments from customers greater than 20MB are not supported.

• Attachments with captions are not supported. Amazon Connect removes any captions and delivers the attachment.

• Sticker attachments are not supported.