Unified Messaging Setup

Configure each channel in the Unified Messaging section of Salesforce Setup. All channels include required setup steps as well as optional configuration steps specific to that channel. For example, you can enable WhatsApp for Digital Engagement and Marketing Cloud Engagement. To fully enable a WhatsApp channel for these apps, you must both create the connection and deploy data kits and streams for each channel in Data 360. These streams establish the relationships required to target subscriber segments and capture data on how subscribers engage with your messages.

Available in: Lightning Experience

Unified Messaging for Email, SMS, and RCS is available in: Salesforce Enterprise and Unlimited Editions for Service Cloud AND Enterprise and Unlimited Editions with Marketing Cloud Next Growth and Advanced Editions

Unified Messaging for WhatsApp is available in: Enterprise and Unlimited Editions for Marketing Cloud Engagement Growth and Advanced Editions

• Connect to Data 360 for Unified Messaging
  Before you can send messages, connect to Data 360 and deploy the required data kits. A data kit is similar to a managed package, and it contains everything that you need to get started. Use a data kit to create data streams, which establish the relationships that are required to track engagement and honor consent. Create a Data 360 connection for each channel that you plan to use.
• Create a Branded Domain for Unified Messaging
  Use a branded domain to shorten URLs to personalized links. You can then use shortened text in your messages and use the links to track interactions. A branded domain requires a valid CA-signed HTTPS certificate.
• Standardize Phone Numbers to the E.164 Format
  E.164 is an internationally recognized standard that ensures every device has a globally unique number consisting of a plus sign (+), country code, and phone number. For example, +14155552671. For best results, turn on automatic E.164 formatting for your phone numbers.
• Create a Unified WhatsApp Messaging Channel
  Create a WhatsApp channel that supports both marketing and service interactions. Give reps access to a full customer profile that includes both marketing and support interaction history.
• Set Up an Email Unified Messaging Channel
  Configure these settings to send email messages with Unified Messaging.
• Set Up an SMS Unified Messaging Channel
  Create an SMS channel that supports both marketing and service interactions. To set up an SMS channel requires requesting the code to send your SMS messages, including any brands or campaigns used as part of your sends.
• Set Up Unified RCS
  Create an RCS channel to send rich media content to your customers. To set up an RCS channel, you must first request an RCS agent to verify your business identity, and then launch the agent in the required country.