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What’s Unified Messaging?
Learn how Unified Messaging makes it easier to message with current and potential customers from Salesforce.
| Available in: Lightning Experience |
| Unfied Messaging for Email and SMS is available in: Salesforce Enterprise and Unlimited Editions for Service Cloud AND Enterprise and Unlimited Editions for 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 |
| Not supported in Government Cloud Plus |
WhatsApp Unified Messaging: Service and Marketing in One Channel
Provide your company’s service and marketing interactions in one channel built on the Unified Conversation Platform. This unified experience makes it easy to shift between one-way marketing promotions and two-way customer support interactions, with Data 360 powering every message. Unified Messaging also lets you deliver personalized interactions throughout a customer’s journey using one WhatsApp number.
Email and SMS Unified Messaging: Marketing with Data 360
Unified Messaging provides the framework you need to connect your marketing activities to information contained in Data 360. This functionality lets you store subscriber demographic and consent information in Data 360. When the time comes to send messages or perform other marketing activities, you can use this framework to segment and target your subscribers for meaningful interactions. This framework also helps you maintain resources associated with your marketing activities, such as authenticated domains for email channels and brand, campaign, and code requests for SMS channels.
SMS Unified Messaging: Service and Marketing in One Channel
Manage your company’s service and marketing interactions in one SMS channel built on the Unified Conversation Platform. This unified experience makes it easy to shift between one-way marketing promotions and two-way customer support interactions. Unified Messaging enables you to provide personalized interactions throughout a customer’s journey by using one phone number.
In SMS Unified Messaging channels, Omni-Channel determines the routing of service conversations, and Flow handles the marketing messages. If a customer interaction is service-related, Omni-Channel routes the message to a bot or service agent. If the interaction is marketing-related, Flow determines how to handle the interaction. You can customize the keywords and responses associated with each use case. SMS Unified Messaging supports text-only messages.
