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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