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.

1. In Journey Builder, in a running journey, click the WhatsApp activity to edit.
2. Click Edit.
3. 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.
4. Click Summary, and then click Done.