# 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](https://www.infobip.com/signup). - Oracle Fusion Service account - Sender for [SMS](https://portal.infobip.com/channels-and-numbers/channels/sms/overview) and [WhatsApp](https://portal.infobip.com/channels-and-numbers/channels/whatsapp/overview) ## Features SMS Send SMS to clients over Fusion Service Seamlessly send and receive SMS messages within the platform. WhatsApp Send WhatsApp messages to clients over Fusion Service Send and receive free-form messages including media files directly from Fusion Service. Unified communication interface for agents Integrated messaging in Fusion Service Center minimizes the need for external tools and training. Real-time communication Enable immediate responses to customer inquiries enhancing service efficiency. Two-way communication Customers can receive incoming messages raise requests and send feedback. Real-time reporting and analytics View metrics and KPIs from the Supervisor Dashboard Supervisors can also monitor and help agents. ## Enable Oracle Fusion Service messaging To use the Oracle Fusion Service messaging app use the following steps: 1. [Sign in to the Supervisor Dashboard](#sign-in-to-the-supervisor-dashboard) 2. [Enable Supervisor Dashboard](#enable-supervisor-dashboard) 3. [Enable Omnichannel routing and chat](#enable-omnichannel-routing-and-chat) 4. [Set up your Infobip account](#set-up-your-infobip-account) - Depending on your needs set up SMS WhatsApp or both. 5. [Connect and authenticate Infobip with Fusion Service](#connect-and-authenticate-infobip-with-fusion-service) 6. [Configure authentication with Fusion Service for SMS and WhatsApp](#configure-authentication-with-fusion-service-for-sms-and-whatsapp) 7. [Add you new channels to the Supervisor Dashboard](#add-your-new-channels-to-the-supervisor-dashboard) 8. [Set up routing and assignment rules in Fusion Service](#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](https://docs.oracle.com/pls/topic/lookup?ctx=fa-latest&id=u30257594). 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?](https://docs.oracle.com/pls/topic/lookup?ctx=fa-latest&id=s20062239) 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](https://www.infobip.com/signup). 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](https://www.infobip.com/docs/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](https://www.infobip.com/docs/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](https://docs.oracle.com/en/cloud/paas/identity-cloud/uaids/add-confidential-application.html#GUID-158803DA-DA2B-42AC-9EB1-F6EA8E6489D6) 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](https://www.youtube.com/watch?v=BmrLx3-m5fQ) ### 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. Note Contact [Infobip Support](https://www.infobip.com/contact) for help in setting up OAuth2-based authentication for each of the numbers you intend to use with Fusion Service. Provide the following OAuth2 details: | Field name | Description | |--------|-------------| | **Access Token URL** | `https://.identity.oraclecloud.com/oauth2/v1/token`

Replace `` 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-.engage.oci.oraclecloud.com/v1/api/messaging/channels/chat/infobip`

Replace `` 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:
`/messages-api/1/messages`

Replace `` with your Infobip base URL (available on your Infobip dashboard) | | **OAuth2 URL** | The URL Engage uses to authenticate messages sent to the Infobip API:
`/auth/1/oauth2/token`

Replace `` 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?](https://docs.oracle.com/pls/topic/lookup?ctx=fa-latest&id=s20058594) ### 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 - [View pricing](https://www.infobip.com/pricing) - [Contact an Infobip expert](https://www.infobip.com/contact) ### 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](https://docs.oracle.com/en/cloud/saas/fusion-service/fawas/set-up-routing-and-assignment-rules-in-fusion-service.html) ### 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](https://docs.oracle.com/en/cloud/saas/fusion-service/fairs/use-oracle-digital-assistant-as-an-agent.html#u30239454) ### 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?](https://docs.oracle.com/en/cloud/saas/fusion-service/fafqa/enable-service-center.html) ### 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](https://docs.oracle.com/en/cloud/saas/fusion-service/fasdb/enable-supervisor-dashboard.html) See [Data and Metrics for Engagement Dashboard](https://docs.oracle.com/en/cloud/saas/fusion-service/fasdb/data-and-metrics-for-engagement-dashboard.html) 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](https://docs.oracle.com/en/cloud/saas/fusion-service/fasdb/enable-supervisor-dashboard.html) 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?](https://docs.oracle.com/en/cloud/saas/fusion-service/fafqa/configure-chat-profile-options.html)