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            Configure How to Handle Incoming WhatsApp Messages

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            Configure How to Handle Incoming WhatsApp Messages

            If an incoming WhatsApp message isn’t associated with a keyword or conversation, you can send it to a flow for additional processing. Depending on your Salesforce setup, you can also send these types of messages to a support agent or bot or to Marketing Cloud Engagement. Each of your WhatsApp numbers has its own configuration for processing incoming messages. If you don’t configure how to handle incoming messages, the messages are dropped.

            Available in: Lightning Experience
            Unfied Messaging for SMS 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
            Not supported in Government Cloud Plus
            1. In Setup, in the Quick Find box, enter Numbers, and then select Your Numbers.
            2. Select the account ID that’s associated with the WhatsApp number you want to configure.
            3. In the Capabilities section, next to each capability that you want to turn on for the number, click Configure.

              To configure Agent and Bot Conversational Support, turn on messaging support and configure routing in Service Cloud. See Get Started with Messaging.

              To configure Marketing Cloud Engagement Messages, specify the Enterprise ID and Business Unit ID of your Engagement account.

              If Customer Conversation Engagement is active, it’s automatically configured to work with flows in your account.

            4. Next to each configured capability, click Activate.
            5. In the Process Incoming Messages section, for Default App for Incoming Messages, select one or more apps to handle incoming messages.
              Option Description
              Digital Engagement Send the incoming message to Service Cloud Digital Engagement to be handled by a support agent or a bot.
              Customer Conversation Engagement Use a flow to process the incoming message.

              To use this option, set up an event-triggered flow that waits for a WhatsApp Engagement event.
              Marketing Cloud Engagement Use a journey in Marketing Cloud Engagement to process the incoming message.

              To use this option, set up a journey in Engagement that waits for a Chat Response event.
            6. To check for Marketing Cloud Engagement keywords before sending them to a flow, select Prioritize Marketing Cloud Engagement keywords.

              This option is available only if you configured Marketing Cloud Engagement in the Capabilities section.

             
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