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Journeys and Automations in Marketing Cloud Engagement
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            Set Up Your WhatsApp Account in Marketing Cloud Engagement

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

            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.

            Note
            Note WhatsApp channels in Marketing Cloud Engagement and WhatsApp channels in Service Cloud require separate WhatsApp business accounts (WABA). For help with setting up a Service Cloud WhatsApp channel, see Create a WhatsApp Channel in Service Cloud.

            Create a WhatsApp Business Account and Channels (Meta)

            WhatsApp-First Business Messaging uses Meta’s embedded sign-up to add accounts.

            Important
            Important The phone number used to send WhatsApp messages can’t be associated with an existing personal or business WhatsApp account.

            To set up your WhatsApp Business account and channel requires access to the Facebook account associated with your business.

            Before adding an account, make sure that your Marketing Cloud Engagement session is active.

            1. In the app switcher, from the Mobile Studio dropdown list, select WhatsApp.
            2. Click Add Account.
            3. In the Facebook window, log in to the Facebook account associated with your business.
            4. Allow your Salesforce WhatsApp Business account to access your Facebook account information by clicking Continue.
            5. To register and connect your WhatsApp Business account to Salesforce.com, click Get Started.
            6. To share account and billing permissions, click Continue.
            7. Create a Meta Business account, or select an existing one.

              Your Meta Business account must align with your channel name. For example, if you have a Meta Business account named NTO Taiwan, you can’t create a channel named NTO HK or NTO Singapore. Use a more generic name, such as NTO, and then you can create all types of channel names with that ID.

              1. To create an account, select Create new Meta Business Account, and click Continue.
              2. Enter your legal business name, phone number, website URL, and email address.
                Your business phone number can differ from the number that you use to send WhatsApp messages from.
            8. Click Continue.
            9. Select Create new WhatsApp Business Account.
              Each business unit requires a new WhatsApp Business Account. Business units can’t share a WhatsApp Business Account.
            10. Enter a name for your WhatsApp Business account, and select a time zone.
              The time zone is used for billing and analytics.
            11. Click Continue. Your information is verified, and your account is set up.
            12. Click Continue to Step 2.
            13. Enter the WhatsApp display name for your business, and click Continue.

              When choosing a display name, follow Meta’s About WhatsApp Business display name guidelines.

            14. Choose a category for your business. Optionally, provide a business description.
            15. Click Continue to Step 3.
            16. Enter the phone number to use to send WhatsApp messages.
              The phone number can’t be associated with an existing personal or business WhatsApp account.
            17. Choose a verification method, and click Send Code.
            18. Within 10 minutes, enter the verification code, and click Verify.
            19. To complete registration, click OK.
              After setup, your WhatsApp Business account appears in the list of connected accounts as pending. It can take up to 48 hours for Meta to approve an account.

            Create Your WhatsApp Business Account (Sinch)

            WhatsApp Chat Messaging uses Facebook Business Manager to verify your account.

            1. From the AppExchange dropdown, select Chat Messaging Setup.
            2. In the left navigation, click Accounts.
              This screen lists your provisioned and pending accounts. This screen is empty the first time you see it.
            3. Click New Account.
            4. Enter your account name.
            5. Enter the legal name of your company.
            6. Enter your Facebook Business Manager ID.

              Your Facebook Business Manager ID must align with your channel names. For example, if you have a Facebook Business Manager named NTO Taiwan, you can’t create channels named NTO HK or NTO Singapore. Using a more generic name, such as NTO, lets you use all types of channel names with that ID.

            7. Click Submit.
            8. The system sends a verification notification to Facebook Business Manager. To validate your account, click this message in Facebook Business Settings | Requests.
            9. Verify your account in Facebook Business Manager.
              A Facebook Business Manager ID is required. If you have a Business Manager account, in the Facebook Business Manager Console, go to Business Settings | Business Info to locate your ID.
              1. Click Business Settings | Security Center | Start Verification.
              If you haven’t properly validated your account, the Start Verification button is disabled.

            Create Your WhatsApp Channels (Sinch)

            After your WhatsApp Business account is approved, you see your account in the Onboarded Accounts section. Now, you’re ready to create your WhatsApp channels.

            1. From the AppExchange dropdown, select Chat Messaging Setup.
            2. In the left navigation, click Channels.
              This screen lists your provisioned and pending accounts. This screen is empty the first time you see it.
            3. Click New Channel.
            4. Add details for your channel.
              1. Name: Maximum of 64 characters
                If you want to change your channel name after initial creation, contact support@sinch.com to request a change.
              2. Logo: Maximum of 5 MB, 640x640 pixels PNG or JPG
              3. Description: Maximum of 256 characters
              4. Phone number associated with your WhatsApp business account
                You can use your own phone number for the channel if it’s not associated with another WhatsApp account. Or, you can have Sinch supply a phone number. Sinch number provisioning varies by country and is subject to change. See the table in this topic for details.
              5. Address: Maximum of 256 characters
              6. About: Maximum of 256 characters
              7. Email: Maximum of 128 characters
              8. Vertical: Maximum of 128 characters
              9. Website: Maximum of two websites, 256 characters each
            5. Within 10 minutes, enter the two-factor authentication that you received via text or call.
            6. Click Submit Request.

            If your country isn’t listed, contact your account executive.

            Sinch Phone Number Provisioning
            CountrySinch Number Provisioning
            Australia Yes
            Brazil Yes
            Canada Yes
            Colombia No
            France Yes
            Hong Kong Yes
            India No
            Indonesia No
            Israel Yes
            Italy Yes
            Lithuania Yes
            Malaysia No
            Mexico Yes
            Peru Yes
            Philippines No
            Poland Yes
            Portugal Yes
            Russia Yes
            Singapore Yes
            Spain Yes
            Sweden Yes
            Taiwan No
            Thailand Yes
            United Kingdom Yes
            United States Yes

            After your channel is approved, you can create template or session messages.

             
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