Connect Banking Service Customer Assistance to WhatsApp
Expand your service capabilities by connecting your Banking Service Assistance agent to WhatsApp. Configure an Enhanced WhatsApp channel and routing logic to let customers interact with your agent directly from their preferred messaging app.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions |
Prerequisites:
Set Up Routing and Queues for WhatsApp Messaging Sessions
Define how incoming WhatsApp messages are prioritized and distributed. Configure routing settings and fallback queues to ensure messages always find a destination, even if the primary agent is unavailable.
Required Editions
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
- To route messaging sessions from WhatsApp channel to the agent, turn on Enhanced Omni-Channel Routing.
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Create Routing Configurations for the queues.
- In the Routing Settings section, enter a value for the routing priority, such as 1, and select Most Available for the routing model.
- In the Work Item Size section, enter a value for the unit capacity, such as 2.
- Save your changes.
- Create a fallback queue to receive any messaging sessions that the associated flow can’t route. Add Messaging Session as the supported object and the Routing Configuration created in step 2.
Create an Omni-Channel Flow for WhatsApp Messaging Channel
To add an inbound Omni-Channel flow that routes messages to the agent, clone and activate the prebuilt ‘Route Messaging Session to Banking Service Agent’ flow template.
Required Editions
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel Flow and Enhanced Chat: | Customize Application |
| To modify permission sets and profiles: | Manage Profiles and Permission Sets |
- From Setup, in the Quick Find box, enter Flows, and then select Flows.
- Open the Route Messaging Session to Banking Service Agent flow.
- In the Route Work element named Route Messaging Session to Banking Service Agent, select the Banking Service Agent and a fallback queue. This routes the authenticated WhatsApp session to the Banking Service Customer Assistance when the customer's contact record exists in Salesforce.
- In the Route Work element named Route Messaging Session To Agentforce Service Agent, select the Agentforce Service Agent (or any General FAQ agent) and a fallback queue. This routes the authenticated WhatsApp session to the selected agent when the customer's contact record doesn’t exist in Salesforce.
- Click Done.
- Click Save As.
- Activate the flow.
Configure an Enhanced WhatsApp Messaging Channel
Establish the connection between your WhatsApp business phone number and Salesforce. Create and activate an Enhanced WhatsApp channel to enable message flow.
Required Editions
| User Permissions Needed | |
|---|---|
| To set up WhatsApp channels: | Configure Messaging AND View Setup and Configuration |
| To create WhatsApp channels: | System Administrator AND Configure Messaging OR Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data |
- Prepare to Create Your Channel.
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Create Your Channel in Setup.
In the Routing section, select the Omni-Flow routing type. Add the Omni-Channel flow and a fallback queue that you created previously.
- Configure Consent Settings for an Enhanced Channel.
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Activate the Channel.
To test the connection, send a message to your configured WhatsApp number. Verify that the message is routed to the agent through Omni-Channel and the customer receives the agent's reply on WhatsApp.
WhatsApp messages are now routed to Salesforce. Depending on whether the customer is a known contact, the session is handled by the Banking Service Customer Assistance Agent or the Agentforce Service Agent (or General FAQ agent).
