Configure Service Cloud for Unified WhatsApp

Set up the Service Cloud side of Unified WhatsApp.

• 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.