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The Easiware connector lets your customer service team answer WhatsApp messages directly from Easiware. Each incoming WhatsApp message from a contact is forwarded to an Easiware conversation, and your agents’ replies are delivered to the contact on WhatsApp. This page explains how the connector works and which Easiware credentials you need to connect it.

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How it works

  • When a contact sends you a WhatsApp message, Simio creates an Easiware conversation (or adds to the existing one) with the message.
  • Photos, videos, and documents sent by the contact are attached to the conversation.
  • When an agent replies from Easiware, the reply is delivered to the contact on WhatsApp.
  • If an agent deactivates a conversation in Easiware, replies are no longer exchanged for it. The contact’s next message starts a new conversation.
  • You can connect Easiware alongside other helpdesk connectors such as Crisp or Gorgias. Each connected tool receives incoming messages.

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Before you start

  • An active Simio subscription.
  • Access to Settings > Connectors in Simio.
  • Access to the Easiware back-office, in particular Configuration > Instant Apps and Configuration > API Access.

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Connect Easiware

1

Open the Easiware connector

In Simio, go to Settings > Connectors, select Easiware, then open the Settings tab.
2

Enter your API key

In the Easiware back-office, go to Configuration > Instant Apps and copy your instant-app API key. Paste it in the API Key field.
3

Enter your host

Enter your Easiware instance hostname without https://, for example mycompany.easiware.com.
4

Enter your channel ID and application ID

Enter the Easiware Channel ID used for your WhatsApp conversations and your Easiware Application ID.
5

Enter your auth token

In the Easiware back-office, go to Configuration > API Access and copy the authorization token. Paste it in the Auth Token field. This token is different from the API key.
6

Create a webhook secret

Generate a secret of your choice and enter it in the Webhook Secret field. You will also give it to Easiware in the next step, so keep it at hand.
7

Connect

Click Connect. The connector status changes from Not connected to connected.
8

Set up the webhook in Easiware

Configure a webhook in Easiware so your agents’ replies are sent to Simio. Easiware must sign each webhook call with your webhook secret (HMAC-SHA256). Unsigned calls are rejected.

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Known limitations

  • Messages sent by Simio do not appear in Easiware. Campaign messages and automated chatbot or automation messages are only visible in the Simio Conversations inbox. Check it if you need the full history.
  • Messages sent during a chatbot flow are not forwarded. While a contact is interacting with a chatbot, including tapping buttons or picking from a list, their messages stay in Simio.
  • Some file types are not forwarded. Only images, videos, and documents are attached to the conversation. Other attachments are skipped.