Marketing Cloud Engagement WhatsApp Messaging

Use Marketing Cloud Engagement WhatsApp Chat Messaging and WhatsApp-First Business Messaging to expand your Omni-Channel engagement. Use Contact Builder to manage your audience. Use Content Builder for content generation, preview, and personalization. Use Journey Builder to send your customers messages as part of a customer journey. Sinch and Meta are official Salesforce Marketing Cloud Engagement partners.

For help with using WhatsApp with Service Cloud, see Create a WhatsApp Channel in Service Cloud.

• WhatsApp Message Types and Use Cases for Marketing Cloud Engagement
  You can send two types of WhatsApp messages: template messages and session messages. Your messages can include interactive elements that help customers quickly respond to your messages, choose from lists of options, or provide you with detailed information.
• Get Started with WhatsApp Messaging in Marketing Cloud Engagement
  Start chatting with your customers by setting up WhatsApp in Marketing Cloud Engagement.
• Set Up Your WhatsApp Account in Marketing Cloud Engagement
  To send WhatsApp messages, you need a WhatsApp Business account. In Journey Builder, your WhatsApp display name and phone number are referred to as a channel. When you send a message from your business channel, customers see the display name and number.
• Create Your WhatsApp Audiences in Marketing Cloud Engagement
  Build your audience for WhatsApp Chat Messages in Contact Builder.
• Create a WhatsApp Template Message for Approval in Marketing Cloud Engagement
  Create templates for your transactional messages. Before you start sending, WhatsApp must approve your template message. While waiting for approval, you can send session messages.
• WhatsApp Template Message Elements
  You can include these elements in your template message.
• WhatsApp Template Message Approval
  After you create a template, submit it for approval. Approval decisions can take up to 24 hours. When a decision is made, a notification appears in your WhatsApp Manager, and your Business Manager admins receive an email.
• Personalize Your WhatsApp Template Messages in Marketing Cloud Engagement
  After your template message is approved, you can personalize your messages using Content Builder.
• Send WhatsApp Template Messages in Journey Builder
  After you personalize your template messages, use Journey Builder to start sending.
• Edit a WhatsApp Template Message
  After you edit a template message, resubmit it for approval. It can take up to 24 hours to receive a response.
• Create a WhatsApp Limited Time Offer Message
  Encourage quick action by sending limited-time offers using a WhatsApp Template message. For example, announce a flash sale with a coupon code that expires at a specific date and time, encouraging customers to purchase right away.
• Create a WhatsApp Catalog Message
  Engage customers by sending a WhatsApp message featuring your product catalog and cart functionality, enabling them to easily place orders.
• Create a WhatsApp Carousel Message
  Simplify complex information and guide customers through product demonstrations using the interactive WhatsApp Carousel Template. For example, if a customer is interested in your apparel offers, send them a carousel featuring up to 10 selected items. Each item can include an image or video, offer details, and a Call to Action to streamline the buying process. This template supports up to 10 cards.
• Create Default WhatsApp Session Messages in Marketing Cloud Engagement
  Create a default Session message to respond to your users. As a best practice, send users messages with support contact details.
• Personalize Your WhatsApp Session Messages in Marketing Cloud Engagement
  Use Content Builder to create session messages to respond to user-initiated conversations. When a user sends a message to your WhatsApp channel, you can respond without using a template. Session messages are free-form messages and don’t need approval.
• Send WhatsApp Session Messages in Journey Builder
  After you personalize your session messages, use Journey Builder to start sending.
• Add Stickers to a WhatsApp Message
  Strengthen your brand by adding static or animated stickers to your WhatsApp messages. For example, if a customer makes a purchase, send a branded sticker to acknowledge their order. Customers can also download and forward stickers, increasing brand awareness.
• Use WhatsApp Flows in Journeys
  Gather information from your customers during a conversation by using WhatsApp Flows. You can configure both session messages and template messages to include Flows.
• Personalize Your WhatsApp Flows
  Include dynamic content within WhatsApp Flows to provide a personalized experience for each user. You can personalize user details such as first name, last name, city, and so on in your messages.
• Create WhatsApp List Messages
  Give your customers a list of options during a conversation by using WhatsApp list messages in Marketing Cloud Engagement journeys. For example, if a customer sends you a message asking to reorder a product that they've previously purchased, your response can include a list of their most recent purchases.
• Create WhatsApp Quick Reply Messages
  Make it easy for your customers to get the assistance they need by including quick reply buttons in your WhatsApp messages in Marketing Cloud Engagement.
• Create WhatsApp Location Request Messages
  To request your customers to share their location, use a WhatsApp Session message. For example, if a customer needs a home visit for a telecom service, send a message requesting them to share their location using WhatsApp’s inbuilt location sharing feature. You can add only text to location request messages.
• Create a WhatsApp Location Send Message
  Help customers find your business by sending your location in a WhatsApp message. For example, if a customer has an upcoming appointment, send a message with your location, address, and a pinned map pin.
• Add a Call-to-Action Button in a WhatsApp Message
  Add a button in your WhatsApp message that takes customers to a web page, such as an order status or product page. This makes navigation easier, helping increase engagement.
• Create Single Catalog and Multi-Catalog WhatsApp Messages
  Showcase your products directly within WhatsApp conversations in a rich and interactive format. Highlight a single product or display multiple items so customers can browse your catalog without leaving the conversation.
• Send Payment Options in a WhatsApp Message
  Streamline the checkout process by sending payment options in a WhatsApp message. Send an order total with a payment link so customers can complete their purchase instantly.
• Create an Order Status WhatsApp Message
  Keep customers informed about their purchase by sharing order updates in a WhatsApp message. For example, notify a customer when their payment is captured or when their order ships.
• Configure a Blockout Window for WhatsApp Messages
  Specify times when not to send messages. For example, if a customer has opted out of receiving messages at night or if a regulation restricts when messages can be sent, use a blockout window to prevent WhatsApp messages from being delivered during those hours.
• WhatsApp Session Transfer Activity
  You can transfer a WhatsApp conversation from a Marketing Cloud Engagement interaction to a Service Cloud interaction. Place the WhatsApp Session Transfer activity after a Wait Until Chat Response or an Inbound Chat activity. The information passed as part of the transfer includes conversation history, journey data, the recipient’s WhatsApp number, and the cross-cloud WhatsApp phone number.
• WhatsApp Media Attachments in Marketing Cloud Engagement
  To send a media message with WhatsApp, attach a media file in the message header. The recipient can open and save the attachment independently of the WhatsApp message. For all message types, you can include an image, document, or video file. You can include an audio file only with a session message.
• Locales for WhatsApp Data Extension Sends in Marketing Cloud Engagement
  You can send a WhatsApp message only to a data extension with a mobile number that includes a valid locale. Include a locale with each mobile number as part of the Phone field in your source file when you import contacts to your data extension. Check this list to make sure that you’re using the correct two-character locale. You can enter either uppercase or lowercase letters. Imported locales are converted to uppercase.
• WhatsApp Chat Message Analytics in Marketing Cloud Engagement
  After you activate your journey, you can view your WhatsApp Chat Message performance.
• WhatsApp Analytics and Reporting
  For WhatsApp-First Business Messaging (Meta), analyze the aggregate deliverability and performance of your WhatsApp messages with Marketing Cloud Intelligence reports. View customer engagement at the subscriber level with Chat Messaging Data Extracts.
• Create a Chat Messaging Data Extract in Marketing Cloud Engagement
  Use Automation Studio and Contact Builder to create Chat Messaging Data Extracts and learn more about your message metrics.
• Add a Phone Number to an Existing WhatsApp Business Account in Marketing Cloud Engagement
  Connect a new phone number to your existing WhatsApp Business account. The phone number can’t be associated with another personal or business WhatsApp account.
• Delete a Phone Number from Your WhatsApp Business Account in Marketing Cloud Engagement
  After you remove a connected or pending phone number from your WhatsApp Business account, WhatsApp messages aren’t sent for journeys configured with the deleted number.
• Transfer a WhatsApp Phone Number Between Business Units in Marketing Cloud Engagement (Meta)
  If you’re using WhatsApp-First Business Messaging, you can move a WhatsApp phone number from a Marketing Cloud Engagement business unit to another business unit. If you’re using Sinch, you can’t transfer a phone number to a WhatsApp-First business unit. Before you can transfer a phone number, you must delete the phone number from the business unit. After you complete transferring the phone number, all active journeys for the business unit originally using the phone number fail.
• WhatsApp Status Errors in Marketing Cloud Engagement
  Review WhatsApp status errors. These status errors are generated by WhatsApp and are subject to change.
• WhatsApp-First Business Account Statuses for Marketing Cloud Engagement
  The status of your WhatsApp Business account or channel tells you what you can do with your account and helps you figure out your next steps. An account or channel is marked as active, pending, error, or disabled.
• Using WhatsApp Data in Data 360
  Ingest WhatsApp contact and tracking data from Marketing Cloud Engagement and create personalized interactions with customers in Data 360.
• Enable Marketing Messages Lite API
  Achieve a higher return on investment and delivery rates by transitioning to the user-friendly Marketing Messages Lite (MMLite) API to execute large-scale campaigns.