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Connect Asset Finance Management for Customers to WhatsApp
Expand your service capabilities by connecting your Asset Finance Management for Customers 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: Enterprise, Performance, Unlimited, and Developer Editions with the Agentforce for Automotive add-on or included in Agentforce 1 Automotive Edition. Requires each user to have the Agentforce for Automotive add-on to access the action. |
| User Permissions Needed | |
|---|---|
To create and edit a flow: |
Manage Flow permission |
To customize an Experience Cloud site: |
Be a member of the site AND Create and Set Up Experiences OR Be a member of the site AND View Setup and Configuration AND be an experience admin, publisher, or builder in that site |
Prerequisites:
Set Up Routing and Queues for WhatsApp Messaging Sessions
Required Editions
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.
| 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.
Configure an Enhanced WhatsApp Messaging Channel
Required Editions
Establish the connection between your WhatsApp business phone number and Salesforce. Create and activate an Enhanced WhatsApp channel to enable message flow.
| 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 Asset Finance Management for Customers Agent or the Agentforce Service Agent (or General FAQ agent).
