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            Configure Marketing Cloud Next for Unified WhatsApp

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            Configure Marketing Cloud Next for Unified WhatsApp

            Use a flow to route a customer's response to a marketing campaign. These instructions assume that you've already activated Marketing Cloud Next and Service Cloud in your org.

            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 Next Marketing Cloud Admin Permission Set

            Create a Flow to Route Marketing Campaigns

            If a customer requests support after receiving an outbound marketing message from Unified WhatsApp, use a segment-triggered or event-triggered flow to route them from Marketing Cloud Next to Service Cloud. Here's an example segment-triggered flow that connects the customer with a Service Agent.

            1. Complete the pre-work for a segment-triggered flow in Marketing Cloud Next.
              1. Establish your audience for the outbound message by creating a segment.
              2. Manage consent settings for your Unified WhatsApp channel with a communication subscription.
              3. Send a structured, pre-defined message by creating a WhatsApp template in Meta. Your templates automatically sync to Salesforce after you connect your WABA to Salesforce.
              4. To connect the template to Salesforce, create a WhatsApp Template Message of Type: Flow Template Message.
              5. Create a Data Graph to map out and store the relationship between important marketing data points.
            2. In the App Launcher, open Marketing.
            3. Select the Flows tab.
            4. Click New.
            5. Search for and select Segment-Triggered Flow.
            6. In the Data Graph field, select the graph that you created in step 1e, and click Next.
            7. In the Segment-Triggered Flow box, select + Select Segment.
              1. In the Segment drop-down menu, select the segment that you created in step 1a.
              2. Under When do you want to republish this segment?, select Immediately before running this flow.
            8. Click + to open the Add Element box, and select the Send WhatsApp Message flow element.
              1. Give it a name and API name.
              2. Click Select Message.
              3. Select your WhatsApp Template Message from step 1d, and click Add.
              4. Back on the editor panel for the element, under Select Communication Subscription, select the subscription that you created in step 1b.
              5. Under Set Messaging Window, select Any Time.
            9. Click + to open the Add Element box, and select the Wait Until Event flow element.
            10. In the Event Library list in the right panel, select the WhatsApp Response event.
              1. Give it a name and API name.
              2. Under Flow Action to Monitor, select your WhatsApp Template Message from step 1d.
            11. Under Event Occurs, click + to open the Add Element box, and select Forward Conversation to Bot or Agent.
              1. Give it a name and API name.
              2. Under Channel, select WhatsApp.
              3. Under Associated Wait Configuration, select the WhatsApp Response Event that you named in step 17.
            12. Save the flow.
            13. Test and then activate the flow.
            14. If you haven't already, connect your WhatsApp number to Service Cloud. When you set your Omni-Channel Routing settings on the Messaging Channel, this Marketing Cloud Next flow passes the messaging session to your preferred Service Cloud WhatsApp routing method.

            Prepare Your Users for Marketing Cloud Next

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