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Journeys and Automations in Marketing Cloud Engagement
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            Create Default WhatsApp Session Messages in Marketing Cloud Engagement

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            1. Salesforce Help
            2. Docs
            3. Engagement: Journey Builder and Automation Studio

            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.

            Create a Default WhatsApp Session Message (Meta)

            Add a default message in the WhatsApp Default Responses tab of the app switcher. This message is sent to users when an inbound message doesn't include keywords from an active journey.

            1. In the app switcher, hover over your name, and then click Setup.
            2. In the Quick Find box, enter WhatsApp, and then select WhatsApp Default Responses.
            3. Next to the default message, click Edit.
            4. Enter the message body.
            5. Save your changes.

            When you create a journey with Inbound Chat keywords, the system checks whether the user message includes one of the keywords. If not, the default message is sent.

            Create a Default WhatsApp Session Message (Sinch)

            Add a default message in the WhatsApp tab of the app switcher. This message is sent to users when an inbound message doesn't include keywords from an active journey.

            1. In the app switcher, hover over your name, and click Setup.
            2. Search for WhatsApp.
            3. Next to the default message, click Edit.
            4. Complete the message body.
              The session message can be up to 4,096 characters, including personalization and emoji. Facebook rejects messages that exceed this limit.
            5. To include an image, upload a JPEG or PNG file that’s 100 MB or less.
            6. Save your changes.

            When you create a journey with Inbound Chat keywords, the system checks to see if the user message has one of those keywords. If not, the default message is sent.

             
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            Salesforce Help | Article