Create a Unified WhatsApp Messaging Channel

Create a WhatsApp channel that supports both marketing and service interactions. Give reps access to a full customer profile that includes both marketing and support interaction history.

• Prepare for Unified WhatsApp Messaging
  Before setting up a WhatsApp channel in Unified Messaging, get to know how it works. Compare Unified Messaging channels side by side with Marketing Cloud Engagement and Service Cloud Digital Engagement, and learn about number reuse and conversation transitions that can occur within a WhatsApp Unified Messaging channel.
• Set Up Unified WhatsApp
  Unified WhatsApp setup takes place in Data Cloud, Marketing Cloud, Service Cloud and Meta. The help docs for Unified WhatsApp setup are listed in a recommended order.
• Unified WhatsApp Migration
  To migrate a WhatsApp Business Account or phone number to Unified WhatsApp, follow these setup steps.
• Configure Messaging During a Support Session for Unified WhatsApp
  Specify whether a message is sent to customers while they work with Service Cloud support. You can prevent customers from receiving promotional or other low-priority content during conversations with an agent or bot. This feature is available for only Unified WhatsApp numbers.
• Unified WhatsApp Engagement Data
  Use Journey Builder to transfer a WhatsApp conversation with a customer from a marketing interaction to a service bot to give the customer additional assistance.
• Pause Traffic in a WhatsApp Unified Messaging Channel
  If you need to pause traffic in a Unified Messaging WhatsApp channel, temporarily disconnect the Service Cloud Digital Engagement and Marketing Cloud Engagement apps in Setup.
• Re-Register a WhatsApp Phone Number
  If your WhatsApp display name is updated, a business account lock is lifted, or a channel is in an unexpected broken state, you can re-register your WhatsApp phone number with Meta to fix it. When you click Refresh Connection, Salesforce calls the Meta API on the already-registered number. We also ensure that the channel is aligned and correct any missing information.