WhatsApp Messages can be handled and addressed via Salesforce using Digital Engagement Messaging feature. Messages will be routed to Omni-Channel and the agents can address the customer’s concern.
Note:
1. Messaging should be enabled in your org and it’s not free.
2. WhatsApp Business number is required. Please check this help article for getting one – https://help.salesforce.com/articleView?id=000352588&language=en_US&mode=1&type=1
1. Enable Messaging in Salesforce Setup.
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2. Complete the steps shared in the below help article.
https://help.salesforce.com/articleView?id=sf.messaging_set_up_whatsapp.htm&type=5
3. Create a Routing Configuration.
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4. Create a Queue with the above Routing Configuration.
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5. Check whether Messaging Session Service Channel is present. If not, create it.
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6. Create Presence Status to accept Messages.
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7. Make sure Presence Status is assigned to your profile for testing.
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8. Go to Messaging Settings under setup. Make sure you have completed step 2 to view the WhatsApp number. Do the WhatsApp Messaging configuration. Make sure the queue is selected and Routing Type is set as Omni-Channel.
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9. Set your Presence Status in Omni-Channel widget to receive messages.
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Sample Conversation:
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