What’s Unified Messaging?

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. 

Note To use an existing WhatsApp number or WhatsApp Business account in Unified Messaging, see Number Reuse and Migration.

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 and RCS Unified Messaging: Service and Marketing in One Channel

Manage your company’s service and marketing interactions in one SMS or RCS 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 or RCS agent.

In SMS and RCS 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 and RCS Unified Messaging supports rich media messages.

Important You can’t upgrade a Service Cloud Messaging channel or Marketing Cloud Engagement channel to a Unified Messaging channel. When you set up a Unified Messaging SMS channel, use a new phone number.