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            Test Your WhatsApp Channel in Service Cloud

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            Test Your WhatsApp Channel in Service Cloud

            Test your enhanced WhatsApp channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced WhatsApp channels
            X icon This article doesn’t apply to: Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To send and receive messages in Messaging: View Setup and Configuration
            To end Messaging sessions: End Messaging Session

            We highly recommend designating separate numbers for sandbox and production. Using separate numbers makes your channel rollout easier and gives you more freedom to experiment in your sandbox in the future.

            Action Instructions
            (Optional) Set up Messaging in your sandbox.
            1. Complete the steps in Get Started with Messaging in Service Cloud.
            2. Create your WhatsApp channel. When you create it, enter the number you designated for sandbox testing.
            Test your channel in sandbox or production.
            1. Log into Salesforce as a service rep.
            2. From the app launcher, open the app that contains Messaging. This is usually the Service Console.
            3. In the Omni-Channel utility or sidebar, change your Omni-Channel presence status so that you’re online and available to receive messages.
            4. From a separate WhatsApp account, send a message to the number associated with your channel.
            5. Look for the incoming message in Omni-Channel. Click the check mark icon to accept the message and open the chat window.
            6. Exchange messages in the channel. Experiment with sending images, files, and messaging components and test the auto-responses that you’ve configured.
            7. When you’re done, click End Chat.
            (Optional) Switch from sandbox to production. To move an enhanced WhatsApp channel between orgs, see Moving Messaging Data Between Sandbox and Production.

            See Also

             
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