# OmniChannel Messaging Accelerator for Oracle B2C Service '32px' marginright: '32px' SMS WhatsApp Use the OmniChannel Messaging Accelerator for Oracle B2C Service to seamlessly integrate Oracle B2C Service with the Infobip Omnichannel Messaging Adapter, enabling efficient communication with customers directly from your service platform. Note This accelerator is available as **OmniChannel Messaging Accelerator for Oracle B2C Service** in the Integration Store. The accelerator is meant only for guidance and is not warranted to be error-free. No support is provided for this accelerator. This accelerator is designed to integrate Oracle B2C Service with the messaging capabilities provided by the [Omnichannel Messaging Adapter for Oracle Integration](https://www.infobip.com/docs/oracle-integration-adapter). By leveraging this integration, businesses can send and receive messages (such as SMS and WhatsApp) from Oracle B2C Service, enabling streamlined communication with customers and enhancing their service experience. The accelerator provides the following features: - **Outbound Messaging:** Sends SMS or WhatsApp messages to customers from Oracle B2C Service - **Inbound Messaging:** Receives replies and inquiries from customers using SMS or WhatsApp, and logs them as incidents or incident threads in Oracle B2C Service - **Incident Management:** Automatically associates incoming messages with existing incidents or creates new ones, ensuring no customer interaction is missed - **Two-Way Communication:** Provides real-time, two-way communication between agents in Oracle B2C Service and customers using SMS or WhatsApp This accelerator automates and simplifies the integration process, minimizing development efforts and enabling organizations to quickly adopt the messaging capabilities of the Infobip Omnichannel Messaging Adapter. ## What you will need To successfully run this accelerator, you need the following systems and access permissions. ### Oracle Integration - Ensure that you have an active Oracle Integration instance (version 24.10.0.0 or higher) where the accelerator can be deployed and configured - Ensure that you have the **ServiceDeveloper** role for your access permissions in Oracle Integration to configure and activate integrations. (an account in Oracle B2C Service with the Administrator role) ### Infobip account - A valid **Infobip** account with access to the SMS or WhatsApp sender (if you do not have Infobip account, you can [Create an account](https://www.infobip.com/docs/essentials/getting-started/create-an-account)) - **Access Permissions:** Account API key and base URL must be available for integration - API **scopes** must match the following list: ```json message:send numbers:manage account-management:manage whatsapp:manage inbound-message:read ``` ### Oracle B2C Service (RightNow) instance - A running **Oracle B2C Service** instance with 24C or higher version - **Access Permissions:** Ensure you have administrator profile in Oracle B2C Service with below profile permissions - Object Designer - Process Designer - Rules Edit - Analytics Administrator - Workspace Designer - Configuration - An integration user to establish connection to Oracle Integration and make REST API calls ## Set up accounts and permissions ### Infobip account Setup Ensure that you have created an Infobip account. For more information about the types of account, like the Free Trial, and how to configure it, see [Create an account](https://www.infobip.com/docs/essentials/getting-started/create-an-account). ### Register a phone number Calls and messages in the free trial period can be sent only to mobile phone numbers and email addresses you verified during the sign up process. You can use more than one phone number or email address while in the free trial. See [Register multiple numbers and emails](https://www.infobip.com/docs/essentials/getting-started/free-trial) for more details. ### Configure the Oracle B2C Service 1. Login into the Oracle B2C Service site as an administrator that has the profile permissions described in the system and access requirements in [What you will need](#oracle-integration-adapter). 2. Import the [WhatsApp-Infobip.zip](https://ibassets.blob.core.windows.net/oic/WhatsApp-Infobip.zip) package through **Element Manager**. For more information about how to import a package, see [Import a Package](https://documentation.custhelp.com/euf/assets/devdocs/buiadmin/topicrefs/t_bui_Element_Manager_import_package.html). 3. Update the **NO_CHANNEL_LBL** message base for the interface to have a custom text of value **Whats App**. Message Base editor is available under **Configuration > Site Configuration > Message Bases** from .NET Agent Console. 4. Test and deploy the sendSMS Object Event Handler using the Process Designer. For more information about how to test and deploy the process model, see [Deploy the Process Model](https://documentation.custhelp.com/euf/assets/devdocs/unversioned/olh/CoreFeatures/topicrefs/t_Deploy_a_process_model_bs1137024.html). 5. Deploy the Incident Rule base in Business Rules from Agent BUI. For more information on the deployment steps, see [Deploy and Roll Back Business Rules](https://documentation.custhelp.com/euf/assets/devdocs/buiadmin/topicrefs/t_bui_Deploy_biz_rules_incidents.html). 6. Map the Workspaces to the appropriate profile(s). See [Overview of Workspaces](https://documentation.custhelp.com/euf/assets/devdocs/unversioned/olh/DynamicAgentDesktop/topicrefs/c_dad_workspaces.html) for more details. ### Configure Trigger webhooks Trigger endpoints for inbound WhatsApp messages and delivery reports are secured by default. To use these endpoints, you must obtain authentication for requests sent from Infobip to Oracle Integration. To obtain authentication, send an email to [support@infobip.com](mailto:support@infobip.com) with the following content: ```text Subject: Configure inbound forwarding for OIC integration Body: Please configure inbound forwarding with specific authentication settings: - Endpoint URL: - OIC username and password (for the user designated for authentication): - Sender number: ``` ## Installation 1. On the Oracle Integration Home page, in the **Get started** section, click **Browse store**. 2. Find the accelerator **Oracle B2C Service — Multiple channels | Omnichannel messaging for Oracle B2C Service**, and then click **Get**. A message confirms that the accelerator was successfully installed, and the accelerator card shows **In use**. 3. Click **Configure** on the accelerator to configure its resources. The project workspace opens, displaying all the resources of the accelerator. Follow the steps to configure the resources before you activate and run the accelerator. ## Configuration The Configuration Editor opens displaying all the resources of the accelerator. Configure the following resources before you activate and run the accelerator: - Infobip connection - Oracle B2C Service connection - Lookup tables ### Configure the Infobip connection 1. In the **Connections** section, click the Infobip connection name to edit. The connection configuration page appears. 2. In **Properties**, enter the Infobip base URL and the Infobip account API key. For example, https://api.infobip.com and the API key. #### Test the Infobip Trigger connection 1. In the **Connections** section, click the Infobip Trigger connection name to edit. The connection configuration page appears. 2. Test and save the connection. #### Configure the Oracle B2C Service connection 1. In the **Connections** section, click the Oracle B2C Service connection name to edit. The connection configuration page appears. 2. In Properties, enter the Oracle B2C Service WSDL URL, the username, and password. For example, https://pm-demo.custhelp.com/services/soap/connect/soap?wsdl=typed_v1.3 and its credentials. For more details on how to obtain WSDL, see Obtaining the [Standard WSDL](https://docs.oracle.com/cloud/latest/soa121300/TKRDP/GUID-4569B27F-0135-451B-A2B4-F9DF99E23A0E.htm#TKRDP2664) in the Oracle documentation. #### Configure the Lookup tables 1. In the **Lookups** section, click the lookup name to edit. 2. Configure the following lookup tables. | Lookup table name | Information to enter | | --- | --- | | Notification | In the Target column against To provide the email address which should receive notification in case of SMS failure. In the Target column against From provide the email address which should be used to send outbound notifications. | | WA-Business-Number | The Source fields should be mapped as follows.InfobipWA: The WhatsApp enabled mobile number used in the Infobip Account.InfobipSMS: The SMS enabled mobile number or name used in the Infobip Account.WATemplate-Name: The template to be used for WhatsApp message. The template should be active, and the Keyword is ‘Yes’.WALanguage: The language of the WhatsApp message.Communication-Type: Provide the keyword ‘Outbound’.WA-Channel: Provide the keyword ‘Whats App’. | ### Configure the Oracle B2C Service Connection 1. Login into the Oracle B2C Service site as an administrator that has the profile permissions. 2. Set up Event Delivery Service with Oracle Integration as its destination. Incidents is a Required Object. The steps to set up OIC as a destination for events are documented in [Adding Oracle Integration as a Destination](https://documentation.custhelp.com/euf/assets/devdocs/buiadmin/topicrefs/t_adding-oracle-integration-cloud-as-a-destination.html). Note The OIC Instance Endpoint is the Endpoint URL of the Service Infobip Outbound Whatsapp Integ integration. The Endpoint can be obtained by choosing Run Details from the kebab menu (...) of the integration, then clicking the Metadata URL, and the Endpoint URL in the Endpoint Description.