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            Configure Service Cloud for Unified WhatsApp

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            Configure Service Cloud for Unified WhatsApp

            Set up the Service Cloud side of Unified WhatsApp.

            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
            • Prepare Your Service Reps for Unified WhatsApp Messaging
              Before you launch Unified WhatsApp in your org, give marketing and service reps the right permissions to assist customers.
            • Set Up a Messaging Console
              Create a page where reps message with customers. If you already have voice or other messaging channels set up in Service Cloud, you likely have this page set up already.
            • Route Unified WhatsApp Sessions in Service Cloud
              When you set up your Messaging Channel Routing Type for Unified WhatsApp, you chose to route Unified WhatsApp sessions to an Omni-Flow, a queue, or a user. If you selected Omni-Flow, you can route work between service agents, bots, or service reps.
             
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