Configure a Default Response for WhatsApp in Unified Messaging

Configure how incoming WhatsApp messages are handled when they don't match a consent request, an active flow keyword, or an ongoing conversation, including the default reply text that recipients receive.

Note The system evaluates incoming messages in a fixed order: compliance keywords first, then messages that a flow is waiting on, then messages that match an active flow keyword. The default response applies only to the messages that remain.

1. From Setup, in the Quick Find box, enter Your Numbers, and select Your Numbers.
2. Select the WhatsApp number that you want to configure.
3. In the Resolve Remaining Incoming Messages section, for Messaging Action, select how to handle the remaining incoming messages.
   • Selecting Use Default Response (Marketing Cloud Next) sends the default reply that you configure in Unified Messaging. Basic routing checks for keywords and flows still apply.
   • Selecting Use Agent Conversational Settings routes the message according to your agent conversational settings.
   • Selecting Use Marketing Cloud Engagement Settings routes the message according to your Marketing Cloud Engagement settings.
   • Selecting Ignore Message takes no action on the message.
4. If you selected Use Default Response (Marketing Cloud Next), enter the default response text.

   The default response text is saved after it passes validation when you click outside the text box.