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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.
| Available in: Lightning Experience |
| Unfied Messaging for SMS is available in: Salesforce Enterprise and Unlimited Editions for Service Cloud AND Enterprise and Unlimited Editions with Marketing Cloud Next Growth and Advanced Editions |
| Unified Messaging for WhatsApp is available in: Enterprise and Unlimited Editions for Marketing Cloud Engagement Growth and Advanced Editions |
| Not supported in Government Cloud Plus |
- In Journey Builder, in a running journey, click the WhatsApp activity to edit.
- Click Edit.
-
On the Message Configuration tab, select a value from the Message Timing dropdown
list.
- Not During Active Session—If the messaging user is actively engaged with an agent or bot, the message isn't sent. This option is the default setting.
- Not During Open Session—If the messaging user has an open session with an agent or bot, the message doesn’t send.
- Anytime—The message is sent regardless of session status.
- Click Summary, and then click Done.
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