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            Configure Marketing Cloud Engagement for Unified WhatsApp

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            Configure Marketing Cloud Engagement for Unified WhatsApp

            Use a journey to route a customer's response to a marketing campaign. These instructions assume that you've already activated Marketing Cloud Engagement and Service Cloud in your org. To enjoy the latest marketing advancements in Salesforce, we recommend upgrading from Marketing Cloud Engagement to Marketing Cloud Next.

            Required Editions

            Available in: Lightning Experience

            Available in:

            • Enterprise and Unlimited Editions for Service Cloud
            • Growth or Advanced Editions Marketing Cloud Next
            • Pro+, Corporate+, and Enterprise+ Editions for Marketing Cloud Engagement
            User Permissions Needed
            To set up Marketing Cloud Engagement Marketing Cloud Administrator Permission Set

            Create a Journey to Route Marketing Campaigns

            If a customer requests support after receiving an outbound marketing message from Unified WhatsApp, use a journey to route them from Marketing Cloud Engagement to Service Cloud. Here's an example journey that connects the customer with a Service Agent.

            1. Complete the pre-work for this journey.
              1. Create a data extension.
            2. Log into Marketing Cloud Engagement.
            3. Click the Journey Builder dropdown menu, and select Journey Builder.
            4. Click Create New Journey.
            5. Select Multi-Step Journey, and click Create.
            6. Select Data Extension as your Entry Source, and drag it onto the canvas.
              1. Click Select Data Extension.
              2. Select your data extension, and click Summary.
              3. Click Done.
            7. Under Messages, select WhatsApp, and drag it onto the canvas.
            8. Under Flow Control, select Wait Until Chat Response, and drag it onto the canvas.
              1. Click Wait Until Chat Response.
              2. Configure the activity to stay in Marketing Cloud if certain keywords are met.
              3. Click Done.
            9. Under Messages, select WhatsApp Session Transfer, and drag it onto the canvas in the Invalid Response path for Wait Until Chat Response.
              1. Click WhatsApp Session Transfer.
              2. Under Sending Enterprise Unified WhatsApp Channel, select your Service Cloud messaging channel for Unified WhatsApp.
              3. Click Summary.
              4. Click Done.
            10. Configure the rest of your journey activities for other outcomes besides an invalid response.
            11. Click Save.
            12. Click Validate.
            13. If applicable, correct any errors that occur.
            14. Click Test.
            15. Click Activate.

            Prepare Your Users for Marketing Cloud Engagement

            To give users access to Marketing Cloud Engagement, assign one or more of the Marketing Cloud Engagement permissions.
             
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