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            Establish the Cross-Cloud Relationship in Unified WhatsApp

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            Establish the Cross-Cloud Relationship in Unified WhatsApp

            Unified WhatsApp allows outbound marketing campaigns through Marketing Cloud Next (MCN), Marketing Cloud Engagement (MCE), or both. Unified WhatsApp allows AI agents, bots, or service reps to field inbound messages with Service Cloud's Digital Engagement (DE). Set capabilities and a default cloud to choose where outbound conversations originate from and how inbound conversations are handled.

            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
            Note
            Note Marketing Cloud Next is Salesforce's new marketing product. We recommend upgrading from Marketing Cloud Engagement to Marketing Cloud Next to enjoy the latest features and enhancements to marketing at Salesforce.

            Enable Business-Initiated Outbound for MCN and DE

            Configure the Customer Conversation Engagement capability to allow business-initiated outbound conversations from MCN or DE.

            1. In Setup, in the Quick Find box, enter Your Numbers, and select Your Numbers.
            2. Under the Messaging Platform Key, select the number associated with your WhatsApp Business Account.
            3. Click the Consent tab.
            4. Enter Opt-In Keywords and an Opt-In Confirmation Message, and save your changes.
            5. Under the Details tab for your number, in the Capabilities section, click Configure next to Customer Conversation Engagement. To send a business-initiated outbound message, you must have the end-user's explicit opt-in consent.

            Connect to MCE

            MCE is Salesforce's legacy marketing product. We recommend upgrading from MCE to MCN to enjoy the latest features and enhancements to marketing at Salesforce.

            Before activating the capability for MCE, connect Data Cloud to MCE.

            1. In Setup, in the Quick Find box, enter Your Numbers, and select Your Numbers.
            2. Under Messaging Platform Key, select the number associated with your WhatsApp Business Account.
            3. Click the Consent tab.
            4. Enter Opt-In Keywords and an Opt-In Confirmation Message, and save your changes.
            5. Under the Details tab for your number, in the Capabilities section, click Configure next to Marketing Cloud Engagement Messages. This allows business-initiated outbound and customer-initiated inbound with MCE.
            6. Select an Enterprise ID and Business Unit, then click Save.
            7. Click Activate.

            Enable User-Initiated Inbound Messages in DE

            Connect Unified WhatsApp customers to Service Cloud agents, bots, reps, or a combination. The Agent and Bot Conversational Support capability enables user-initiated inbound messages in DE.

            Before you take this step, we recommend completing Service Cloud Setup for Unified WhatsApp. This establishes your routing type as Omni-Queue, Omni-Flow, or User, and helps you create the queue, flow, or user that you'll select in these steps.

            1. In Setup, in the Quick Find box, enter Your Numbers, and select Your Numbers.
            2. Under Messaging Platform Key, select the number associated with your WhatsApp Business Account.
            3. Under Capabilities, locate Agent and Bot Conversational Support, and click the corresponding Configure option.
            4. To offer business-initiated outbound, click the configuration option for the Customer Conversation Engagement capability.
            5. You're taken to the Messaging Channel for Unified WhatsApp, where you should locate the Omni-Channel Routing section.
            6. Choose a Routing Type: Omni-Queue, Omni-Flow, or User. Select the corresponding queue, flow, or user in the field that your selection generates.
            7. Save your changes.
            8. Repeat steps 2 and 3 to return to the Capabilities section, and click Activate on Agent and Bot Conversational Support.
              If Activate isn't available or doesn't work, return to the Messaging Settings landing page in Setup, and toggle Messaging off, and then on.
             
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