Enable WhatsApp integration in Salesforce Service Cloud by configuring messaging settings, assigning permission sets for users and admins, and creating an Enhanced WhatsApp Message Channel for seamless customer support.
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Enabling Messaging in Salesforce Service Cloud.
Assign the Messaging Permission Set License.
Assign Messaging Permission Sets.
Create Enhanced WhatsApp Message Channel.
1. Enabling Messaging in Salesforce Service Cloud
Turn on Messaging in Salesforce Service Cloud so that agents can communicate with customers over WhatsApp.
From Setup in Lightning Experience, enter Messaging in the Quick Find box, and select Messaging Settings.
Select Messaging.
Turn On.
2. Assign the Messaging Permission Set License
Users who will message with customers or supervise agents in WhatsApp channel need a permission set and permission set license.
Assign the Messaging Permission Set License
From Setup, enter Users in the Quick Find box, and select Users.
Select the user you want to assign the permission set license to.
In the Permission Set License Assignments related list, click Edit Assignments.
Enable the Messaging User permission set license.
Click Save.
Repeat this process for all users that require Messaging.
3. Assign the Messaging Permission Set License
With the Messaging permission sets, agents can exchange messages with customers and admins can customize the Messaging experience for agents. Admins require some additional permissions that agents don’t need.
Verify that the users who will use Messaging have a Sales Cloud or Service Cloud license.
From Setup, enter Users in the Quick Find box, and select Users.
Select the name of the user.
Click Edit.
Verify that Sales Cloud User or Service Cloud User is selected. If not, select one of them and save your changes.
Create a Messaging permission set for agents.
From Setup, enter Permission Sets in the Quick Find box, and select Permission Sets.
Click New.
For Label, enter a name for the permission set. The API Name is automatically filled.
Skip the section about user licenses.(IMPORTANT If you select a user license, App Permissions aren't available.)
Click Save.
In the details page, select Service Presence Statuses Access and click Edit.
Move your Messaging presence status to the Enabled Service Presence Statuses list, and click Save.
Go back to the permission set overview page, and select Object Settings | Messaging Sessions.
Click Edit, give view access to all, and the appropriate access for your users or roles.
Click Save.
Go back to the Object Settings page and select Messaging Users.
Click Edit, give view access to all, and the appropriate access for your users or roles.
Click Save.
Go back to the Object Settings page and select App Permissions.
Click Edit, then enable End Messaging Session, Messaging Agent, and Agent Initiated Outbound Messaging.While agent-initiated outbound messaging isn’t supported in all Messaging channels, we recommend assigning this app permission regardless of the channels that an agent will use.
Click Save.
Create a Messaging permission set for admins.
From the Permission Sets page, clone the permission set you created for agents and give it a distinct name.
From the details page of the cloned permission set, select App Permissions.
Click Edit.
Select Configure Messaging to allow admins to set up channels, add queues, and perform other administrative tasks.
Click Save.
Assign the permission sets.
From Setup, enter Users in the Quick Find box, and select Users.
Select the name of the user that you want to assign the permission set to. Start with yourself; otherwise, you can’t assign it to your agents.
Click Edit Assignments.
In the Permission Set Assignment page, move the permission set that you created to the Enabled Permission Sets list.
Click Save.
3. Create Enhanced WhatsApp Message Channel
Create a Messaging channel to let your support team help customers over WhatsApp. Customers message your company from the WhatsApp mobile or desktop app, and agents reply from the Service Console.
In Setup, enter Messaging in the Quick Find box, and then select Messaging Settings.
Click New Channel, and then click Start.
Click WhatsApp, select Enhanced, and then click Next.
Review and accept the terms and conditions, and then click Next.
Disable any pop-up blockers. Then, click Connect to WhatsApp.
In the window that appears, enter your Facebook login credentials.
Follow the prompts to:
Create or select a Meta Business Account.
Create or select a WhatsApp Business Account.
Create or select a WhatsApp Business Profile.
Verify your WhatsApp Business phone number by text or voice call.
When a message notifies you that you’re ready to chat, click OK.
In Salesforce Setup, the channel setup flow shows that your WhatsApp account is connected. Click Next. If you selected a WhatsApp Business Account that can’t be used, we’ll let you know here.
Select your WhatsApp number and click Next.
Enter your chat acknowledgment message and click Next. If needed, you can edit this auto-response and others later in your channel settings.
Choose how to route incoming messages to agents. To use an Omni-Channel flow to control routing, select Stop the setup flow and manually connect to a queue or Omni-Channel Flow. To use a routing configuration, select Create a new queue and routing configuration. If you select Create a new queue..., the flow takes you through the steps to:
Create a queue.
Create a routing configuration.
Adjust the agent messaging workload.
Exit the flow.
If you select Stop the setup flow..., the flow ends. The channel is created, but you must still configure its routing.
(For Omni-Channel Flows routing only) On the Messaging Settings page, find your new WhatsApp channel and click Edit. Under Routing, update your routing properties and save your changes.
For Routing Type, select Omni-Flow.
For Flow Definition, select your Omni-Channel flow.
For Fallback Queue, select a queue to receive messaging sessions that the Omni-Channel flow can’t route.
Save your changes.
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