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            Prepare Your Service Reps for Unified WhatsApp Messaging

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            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.

            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 assign permission set licenses Manage Users
            To create permission sets Manage Profiles and Permission Sets
            To edit users Manage Internal Users
            To assign permission sets Assign Permission Sets

            Assign the Messaging User Permission Set License to Reps

            Give reps access to the App Permissions that they'll need to message in Unified WhatsApp.

            1. From Setup, in the Quick Find box, enter Users, and select Users.
            2. Select a user from the Full Name column.
            3. Hover over Permission Set License Assignments, and click Edit Assignments.
            4. Select the Messaging User permission set license with the description "Gives Service Cloud users access to Messaging Setup and to Messaging chat functionality and message session records."
            5. Save your changes.

            Create a Unified WhatsApp User Permission Set

            Establish the user permission set that lets reps message with Unified WhatsApp.

            1. From Setup, in the Quick Find box, enter Permission Sets, and select Permission Sets.
            2. Click New.
            3. Name the permission set, and save it.
            4. Select App Permissions.
            5. Click Edit.
            6. Select Agent Initiated Outbound Messaging, Configure Messaging, and Messaging Agent.
            7. Save your changes.

            Create a Presence Status for Unified WhatsApp

            Create an Omni-Widget menu option that users can select to make themselves available to accept and send Unified WhatsApp messages. Assign that presence status to your custom user permission set.

            1. Enable Omni-Channel.
            2. Create a presence status for Unified WhatsApp.
            3. From Setup, in the Quick Find box, enter Permission Sets, and select Permission Sets.
            4. Click the name of your custom permission set for Unified WhatsApp.

            Assign Licenses and Permissions to Your Reps

            Assign the Service Cloud User license, the user permission set that you just created, and the Marketing Cloud Manager permission set to your reps.

            1. From Setup, in the Quick Find box, enter Users, and select Users.
            2. Select a user from the Full Name column.
            3. Click Edit.
            4. Select Service Cloud User.
            5. Save your changes.
            6. Hover over Permission Set Assignments, and click Edit Assignments.
            7. Under Available Permission Sets, select the permission set that you created in the previous section.
            8. Click the arrow pointing towards the Enabled Permission Sets box.
            9. Save your changes.
             
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