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Marketing Cloud WhatsApp Sends Stopped After Renewal

Publiceringsdatum: Jan 23, 2025
Beskrivning
Salesforce Marketing Cloud has two versions of WhatsApp messaging. Currently, it is not possible to have both versions running at the same time. Upgrading to Meta from Sinch breaks any existing Sinch sends. 
 

How to Check Which Version You Have?

You will have WhatsApp-First Business Messaging (Meta) if you see the WhatsApp application under Mobile Studio.

Alternately, if you drag the WhatsApp activity onto a Journey canvas, you will be prompted to download and install the Sinch Setup App from AppExchange even if you already had done this previously. Note: this will show up if you have an existing Sinch connection and upgraded to Meta, or have never had Sinch but are configuring Meta for the first time, or have Sinch and do not have Meta. 
 

Before Upgrading

Consider your existing WhatsApp usage with Sinch prior to upgrading to WhatsApp-First Business Messaging (Meta). Upon renewal, all existing Journeys will stop working. You will not be able to set up new journeys or obtain template approvals until you link a new WhatsApp Business Account and net-new WhatsApp Phone Number in the WhatsApp Application under Mobile Studio. You will need to re-import all your WhatsApp contacts again. 
Lösning

After Upgrading

Treat your new WhatsApp-First Business Messaging (Meta) connection as a net-new implementation. You will need do at minimum the below:

Create a WhatsApp Business Account and Channels (Meta)

Create a WhatsApp Template Message (Meta)

Create a WhatsApp Audience (opt-in your Contacts)

Send WhatsApp Template Messages in Journey Builder (recreate all outbound WhatsApp based Journeys)

Create a Default WhatsApp Session Message (Meta) (recreate all inbound WhatsApp based Journeys)

Upon upgrading from Chat Messaging Setup (Sinch) to WhatsApp-First Business Messaging (Meta), it's recommended to delete or uninstall the Installed Package, Chat Messaging Setup, from your Marketing Cloud instance to avoid confusion when conducting WhatsApp Messaging activities.

Need to Revert This Change?

Support cannot revert your WhatsApp implementation back from Meta to Sinch alone. If the WhatsApp-First Business Messaging (Meta) setup cannot be completed, or your existing campaigns need to continue to send until a migration path is determined, please contact your Account Representative to undo this. 


References:

Marketing Cloud WhatsApp-First Business Messaging (Meta) Phone Number Acquisition and Migration

Knowledge-artikelnummer

000394586

 
Laddar
Salesforce Help | Article