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            Send Automated Messages in Enhanced Messaging Channels

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            Send Automated Messages in Enhanced Messaging Channels

            Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Messaging for In-App, enhanced WhatsApp, enhanced SMS, enhanced LINE, and enhanced Apple Messages for Business channels
            X icon This article doesn’t apply to: Messaging for Web, standard and enhanced Facebook Messenger, standard WhatsApp, standard SMS, and Bring Your Own Channel
            User Permissions Needed
            To open, edit, or create a flow in Flow Builder: Manage Flow
            To create, edit, or view processes:

            Manage Flow

            AND View All Data
            To create messaging components:

            Customize Application AND View Setup and Configuration

            OR

            System Administrator

            Automated messages appear in a customer’s messaging history. They don’t require a response, but if the customer does respond, their response is routed back to your support team.

            See Also

            Step 1: (Enhanced WhatsApp Only) Prepare Your Templates in WhatsApp Business Manager

            For enhanced WhatsApp channels, you must base an automated message on a WhatsApp template. The template determines your component's look and feel in messaging sessions. When sent in an enhanced WhatsApp channel, an automated message counts as one outbound message, regardless of whether it’s sent within the 24-hour customer care window.

            1. Verify that Salesforce supports the WhatsApp template that you want to create. Salesforce supports these native WhatsApp templates.
              • Auto-pay reminder
              • Delivery confirmation
              • Delivery update
              • Order confirmation
              • Order pickup
              • Order refund
              • Order status update
              • Payment notice
              • Receipt attached (location in header not supported)
              • Transaction alert
              • Interactive message templates that have interactive buttons to copy code, redirection buttons with static or dynamic URL, and interactive reply

              WhatsApp external templates containing location headers aren't supported.

            2. If you’re upgrading from a standard channel or migrating a number from an external business service provider (BSP), copy your message templates from the original WhatsApp Business account (WABA) to the new WABA associated with your enhanced channel. 
              1. From Setup, enter Messaging Settings in the Quick Find box and select Messaging Settings.
              2. In the channel list, click the name of your enhanced WhatsApp channel.
              3. Under Message Templates, enter the ID of your original WABA that was associated with your standard channel or external BSP. You must associate the original WABA and your new channel WABA with the same Meta Business ID.
              4. Click Copy Templates.
                Message Templates section showing Copy Templates button

            Step 2: Create Notification Messaging Components

            A notification messaging component determines the content of your automated message. Depending on the channel where it's sent, you can add special formats to further control your component’s appearance.

            1. Create a notification messaging component in Setup.
              1. Go to the Messaging Components page in Setup.
              2. Click New Component.
              3. Click Notification, then click Next.
              4. Enter the plain text version of your automated message, using merge fields to add information like the customer’s name or case status. Upload an image, which is used in some component formats. Then, click Next.
              5. Enter a name and description for your component. For example, Order Status Change.
              6. Click Done. The Messaging Component Builder opens.
              7. Optionally, in the left-hand menu, click Text to further customize the plain text version of your automated message. The Text version is used in any channel where your preferred format isn’t available.
              8. Save your changes.
            2. (Enhanced In-App Chat and Apple Messages for Business only) Optionally, include a rich link in your automated message.
              1. Click Add Format. Select Rich Link, and then click Done.
                Rich Link format selected
                Note
                Note Each messaging component is available in one or more formats, such as Rich Link, and some formats work only in certain channels. For a list of formats that each channel supports, see Messaging Component Types and Formats. It’s a good idea to add at least one supported format for each channel where the component will be sent. If no formats are added, the component uses the default text format.
              2. In the left-hand menu, click Constant to replace the example URL and link title with your own.
              3. In the left-hand menu, click Rich Link to confirm the format properties. For the image, URL, and link title, select Constant and select the only available constant.
              4. Save your changes.
            3. (Enhanced WhatsApp channels only) Connect your messaging component to an existing WhatsApp message template.
              1. On the Details page of your component in the Messaging Component Builder, click Add Format. Select External Template, and then click Done.
                Rich Link format selected
              2. Click Select Template.
              3. Select your WhatsApp Business account. Then, select your template from a list of your approved templates.
              4. In the properties pane, update your template’s properties—for example, select a standard object’s field value to show in your message.
              5. To edit your template in WhatsApp, click Open in WhatsApp Business Manager and make your edits. When you return to the Messaging Component Builder, refresh the page to see your changes.
              6. Save your changes. When you're ready, activate the component.

            Step 3: (Enhanced WhatsApp Channels Only) Connect Your Messaging Component to a WhatsApp Template

            Connect your messaging component to a WhatsApp message template. You can use an existing template or, if needed, create one.

            While Salesforce and Meta support template creation and management, we strongly recommend creating and managing your WhatsApp templates directly in Salesforce. This approach offers several benefits.

            • Minimizes synchronization issues.
            • Improves messaging reliability.
            • Increases work efficiency.

            In Salesforce, you can create templates with the Utility and Marketing categories, but not the Authentication category.

            1. In the Messaging Components page, open the Notification messaging component in the Messaging Component Builder.
            2. On the Details page, click Add Format.
            3. Select External Template.
            4. Click Done.
            5. Click Select Template.
            6. Select your WhatsApp Business account and click Done.
            7. Select your template from a list of your approved templates or create one.
            8. To create a template, click Create New.
              1. In the External Template tab, enter the template details, including the language and category.
                To support this message in multiple languages, duplicate this template for each supported language.
              2. Add the message content, including the header (required), body (required), footer, and buttons. You can also use variables and add custom data.
              3. In the Template Preview section, review the template preview.
              4. To save, click Save.
              5. To begin the process for making your messaging component available to send, click Activate.
                The WhatsApp template is sent to Meta for approval. Wait until your template status updates to indicate that it’s approved, which can take up to a day. Note that Meta can change the content category of the messaging component during their template approval process.Sample WhatsApp template

            Considerations When Managing WhatsApp Templates in Salesforce

            Review these considerations when determining whether to manage WhatsApp templates in Salesforce or Meta.

              • If you use Messaging Component Builder to edit templates created in Salesforce or WABA, those changes are synced with Meta. If you use WABA to edit a template that Salesforce manages, the Notification messaging component in Salesforce becomes out of sync. To get the latest version in Salesforce, re-create the changes in Salesforce and activate the template, which publishes the changes in Meta. To override the changes in Meta, reactivate the messaging component in Salesforce.
              • In Salesforce, you can prepare WhatsApp templates with the Utility and Marketing template categories.
              • WhatsApp templates created in Salesforce don’t support template insights.
              • While approving a template, Meta can change the template category. If needed, contact WABA to appeal that decision. You can’t change a template’s category in Salesforce.

            Step 4: Create a Flow to Send Your Messaging Component

            Create a flow that sends the notification messaging component under certain conditions.

            Your flow only sends messages to customers who have a messaging user record associated with the messaging channel where you want to send it. For example, if your customer Leo doesn’t have a messaging user record that’s associated with your enhanced WhatsApp channel, the flow can’t send Leo an automated message in WhatsApp. Messaging user records are auto-created when customers contact you in the channel, but you can also create them manually.

            1. From Setup, in the Quick Find box, enter Flows, then select Flows.
            2. Click New Flow.
            3. Select the flow type, and click Next. The Flow Builder canvas opens.
            4. Add a collection variable for the Messaging User object. This collection variable is populated with a list of messaging user record IDs based on your criteria. For example, you can configure your flow to send an automated message to a subset of messaging users based on channel and consent status.
            5. Add an action to the canvas. The New Action window opens.
            6. Select the Send Conversation Messages action and complete the fields.
              Send Conversation Messages flow action
              1. In the Messaging Users field, select the collection variable that you created.
              2. In the Messaging Component field, select your new messaging component. Make sure that the component status is Active on the Messaging Components page in Setup.
              3. Select when to send the message.
              4. Select whether to apply the messaging end user's consent preferences for a channel when determining who receives the message (recommended).
              5. In the Session Longevity field, select one of these options to determine what to do after the message is sent.

                Select Yes, End Session Immediately if the end user doesn’t need to respond in this messaging session.

                Select No, Keep Session Open to give the end user a chance to respond in this messaging session. If a previous session is still open, this session closes immediately. You can’t have two messaging sessions open at the same time.

                Select No, Keep Session Open or Append to Existing Session to append the outbound triggered message to an existing, open messaging session with a New status. If there's no existing session with these characteristics, keep this session open. Examples of open sessions with a New status include agent-initiated or triggered outreach messages where the customer hasn’t replied yet.

            You can use values from earlier in a flow to set inputs for the message. If the action fields don’t contain valid inputs, the flow fails.

            To track messages sent by this flow action, review the Enhanced Messaging Log. 

            Tip
            Tip If needed, service reps can also manually send notification messaging components to customers. Click the messaging component action in the messaging window, and select and send the component.

            See Also

             
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