Set Up Unified WhatsApp

Unified WhatsApp setup takes place in Data Cloud, Marketing Cloud, Service Cloud and Meta. The help docs for Unified WhatsApp setup are listed in a recommended order.

1. Data 360 lets you unify data from marketing and service clouds. Configure your Data Cloud settings first.
2. Tell Salesforce which WhatsApp Business Account and phone number to reference in your Unified WhatsApp workflow.
3. Compliance keywords.
4. Tell Salesforce what type of Salesforce marketing system you use (Marketing Cloud Engagement or Marketing Cloud Next), and whether you also include Service Cloud in your Unified WhatsApp setup. Let Salesforce know which cloud's workflow to default to.
5. Set up routing for Marketing Cloud Engagement or Marketing Cloud Next. Routing tells Salesforce when to keep a customer in a marketing campaign or when to send them to customer support.
6. Set up routing for Service Cloud. Choose whether to route to a user, a queue, or an Omni-Flow that routes to a combination of agents, bots and/or users.

• Configure Data Cloud for Unified WhatsApp
  Data Cloud helps you store consent and engagement data for Unified WhatsApp conversations.
• Connect Your WhatsApp Business Account to Salesforce for Unified WhatsApp
  To use WhatsApp in Unified Messaging, connect your WhatsApp Business Account (WABA) and number to your Salesforce account. If you don't have a WABA, we walk you through creating one.
• 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.
• Set Your Default Cloud and Routing Options for Unified WhatsApp
  Determine how incoming customer messages are directed across Marketing Cloud Engagement (MCE), Marketing Cloud Next (MCN), and Digital Engagement (DE). We recommend that you establish your Unified WhatsApp default app first, and then determine if custom routing logic via a marketing journey (MCN), marketing flow (MCE), or Omni flow (DE) is necessary.
• Choose Your Unified WhatsApp Data Residency
  Ensure industry and regulatory compliance by selecting the country where your Unified WhatsApp data is stored at rest. While you make your selection in Salesforce Setup, your data storage is managed by Meta. This step is required for companies that comply with GDPR regulations.
• Configure Marketing Cloud Next for Unified WhatsApp
  Use a flow to route a customer's response to a marketing campaign. These instructions assume that you've already activated Marketing Cloud Next and Service Cloud in your org.
• Configure Marketing Cloud Engagement for Unified WhatsApp
  Use a journey to route a customer's response to a marketing campaign. These instructions assume that you've already activated Marketing Cloud Engagement and Service Cloud in your org. To enjoy the latest marketing advancements in Salesforce, we recommend upgrading from Marketing Cloud Engagement to Marketing Cloud Next.
• Configure Service Cloud for Unified WhatsApp
  Set up the Service Cloud side of Unified WhatsApp.