Conversational Campaigns Whatsapp Solution Kit
DOWNLOAD
First things first !
To download this implementation guide, click the download button below.
If you need more information about the implementation guide, you can read the Table of Contents below.
Run Conversational Campaigns
for WhatsApp
Salesforce Spring
salesforcedocs
Last updated January
Copyright Salesforce Inc All rights reserved Salesforce is a registered trademark of Salesforce Inc as are other
names and marks Other marks appearing herein may be trademarks of their respective owners
CONTENTS
Conversational Campaigns for WhatsApp
Workflow
Configure Conversational Campaigns for WhatsApp
Design Considerations
Customer OptIn
CONVERSATIONAL CAMPAIGNS FOR WHATSAPP
Link customers directly from marketing messages to a live WhatsApp chat with your agent or chatbot for any questions about the product
promotion
Get Started
Explore system architecture related to this solution
BC Industry Blueprint
BC Reference Architecture
BC Solution Architectures
Take Trailhead modules related to this solution
Salesforce Solution Kits Quick Look
Customer Guide for Retail Quick Look
Customer Guides Quick Look
When you link to WhatsApp messages from SMS you provide customers with assistance thats one click away from the promotion Your
agents can secure sales from customers through personal interaction while Service Cloud updates customer contacts for future
engagement
The Run Conversational Campaigns for WhatsApp solution kit helps you
Include a WhatsApp direct message link as a footer in all promotional SMS messages
Store messaging history in Service Cloud
Collect more customer data with inchannel Einstein Bots
Required Products
Marketing Cloud Corporate or Enterprise Edition
Mobile Activation SKU
Sales Cloud
Service Cloud
Digital Engagement SKU Excluding Government Cloud
Conversational Campaigns for WhatsApp
Workflow
OmniChannel in Lightning Experience
Implement This Solution
Workflow
Learn how data flows through the configurations to run conversational campaigns for WhatsApp
Configure Conversational Campaigns for WhatsApp
Use these configurations to run conversational campaigns for WhatsApp
Design Considerations
Keep these design considerations in mind when you run conversational campaigns for WhatsApp
Customer OptIn
Conversational campaigns for WhatsApp require different customer optin preferences See optin settings for this solution
Workflow
Learn how data flows through the configurations to run conversational campaigns for WhatsApp
Conversational Campaigns for WhatsApp
Workflow
Marketing Cloud sends a campaign SMS message with a WhatsApp link
The customer clicks the WhatsApp link to ask a question
WhatsApp asks for customers approval to open a conversation in the mobile app
The customer is brought to WhatsApps UI and the companys phone number
Service Cloud sends the required optin message in the channel
Service Cloud creates a Messaging User record ChannelObject Linking matches this record to any existing contact record
Service Cloud creates the Messaging Session record
If you deployed Einstein bots they send messages to gather customer information
An agent picks up the Messaging Session from the Service Console queue
Conversational Campaigns for WhatsApp
Configure Conversational Campaigns for WhatsApp
The gent assists the customer in a twoway conversation
The agent closes the case and the Messaging Session
Note The SMS to WhatsApp solution is for service use If a customer responds to the promotional message with a sales inquiry
have the agent create a Lead or Contact with the customers phone number Then use Marketing Cloud Connect to engage the
customer
Related Content
Review this solutions use case and purpose
Conversational Campaigns for WhatsApp on page
Take the next steps in this implementation
Configure Conversational Campaigns for WhatsApp
Design Considerations
Customer OptIn
SEE ALSO
Lightning Service Console
Set Up Routing for Messaging Channels in Service Cloud
Messaging in Service Cloud
MobileConnect
Marketing Cloud QueueMO API
Set Up WhatsApp in Service Cloud
WhatsApp Message Template Categories in Service Cloud
Send Automated Messages in WhatsApp
ChannelObject Linking Beta
BC Services Best Practices
Digital Engagement WhatsApp Business Messaging FAQs
Einstein Bots
Connect a Standard Bot to Channels
Configure Conversational Campaigns for WhatsApp
Use these configurations to run conversational campaigns for WhatsApp
Verify that your computer is compliant within the WhatsApp Commerce Policy
Provision WhatsApp manually with Facebook Business Manager
Set up a verified Facebook Business Manager Account
Contact Carriers United States and Canada to approve SMS campaign
Set up Lightning Service Console
Set up OmniChannel Routing for Messaging
Conversational Campaigns for WhatsApp
Design Considerations
Set up Salesforce Messaging
Set up Marketing Cloud SMS Code in MobileConnect
Set up WhatsApp in Messaging
Optionally deploy Einstein Bots to your channels
These templates are approved for WhatsApp
WhatsApp limits service to Transactional Messaging only and does not permit Promotional Messaging Because of this policy if a
customer has not sent a message in the last hours your agent cannot message them directly The expired session is visible but
inaccessible in the Messaging Session UI
To communicate with a customer more than hours after their last message WhatsApp requires businesses to use approved
Outbound Messaging Templates This template message must be sent from Process Builder or Flow
Review earlier steps in this solution
Workflow
Take the next steps in this implementation
Design Considerations
Customer OptIn
SEE ALSO
Lightning Service Console
Set Up Routing for Messaging Channels in Service Cloud
Messaging in Service Cloud
MobileConnect
Set Up WhatsApp in Service Cloud
WhatsApp Message Template Categories in Service Cloud
Send Automated Messages in WhatsApp
Digital Engagement WhatsApp Business Messaging FAQs
Einstein Bots
Connect a Standard Bot to Channels
Design Considerations
Keep these design considerations in mind when you run conversational campaigns for WhatsApp
Marketing Cloud Sending Options
Send marketing SMS messages through the Journey Builder or MobileConnect application
Note If you register for an SMS short code expect a long waiting period Carriers take up to weeks to approve short code
provisioning
Provide a WhatsApp link as an optional footer on all your outbound SMS messages
Conversational Campaigns for WhatsApp
Design Considerations
Display the link as a WhatsApp URL for transparency WhatsApp links follow a consistent and identifiable structure wamecountry
code and phone number For example wame
Alternatively generate a shortened URL with the Shorten URL button in MobileConnect Content Builder or Journey Builder when
configuring the text of a new SMS message
Note Shorten links with MobileConnect Content Builder or Journey Builder only If you use external methods to shorten
links Marketing Cloud cannot track statistics
Service Cloud Digital Engagement Considerations
Use the ChannelObject Linking Beta to link the customers WhatsApp Messaging User record to their Salesforce Contact record
Communicate with customers through WhatsApp in real time or in asynchronous conversations for up to hours after the customers
last message
Store messaging history in Service Cloud to use in future engagements
Add Customer Contact to Service Cloud
If the customer doesnt already have a contact record Service Cloud uses their SMS phone number to create a user in Messaging
Object Your agent must ask the customer for their first and last name and manually add it to the contact record
ChannelObject Linking Beta matches a contact record and the messaging user record by SMS phone number If you use Marketing
Cloud Connect ChannelObject Linking records this session in the contacts history
If you dont use ChannelObject Linking use APEX triggers to match the Messaging User object record to a contact record by email
or phone number If no record exists create a contact record and relationship
Limitations
Typical Governor Limits within Service Cloud do not apply to this solution
To communicate with a customer more than hours after the customers last message WhatsApp requires businesses to use
approved Outbound Messaging Templates This template message must be sent from Process Builder or Flow
To stay below data storage limits keep contact data in Customer Relationship Management Only bring in other data as needed
Related Content
Review earlier steps in this solution
Workflow
Configure Conversational Campaigns for WhatsApp
Take the next steps in this implementation
Conversational Campaigns for WhatsApp
Customer OptIn
Customer OptIn
SEE ALSO
Set Up Routing for Messaging Channels in Service Cloud
MobileConnect
Send Automated Messages in WhatsApp
ChannelObject Linking Beta
BC Services Best Practices
Customer OptIn
Conversational campaigns for WhatsApp require different customer optin preferences See optin settings for this solution
Marketing Cloud OptIn Considerations
Outbound SMS messages can only be sent to Subscribers who opted in to receive them
The initial Outbound SMS message sent through MobileConnect uses the customers existing Marketing Cloud SMS OptIn Status
If you created a MobileConnect subscriber from SMSOptIn they are managed as a separate Marketing Cloud contact from the
Service Cloud contact
If you created a MobileConnect subscriber from API using the Service Cloud Contact ID as the subscriber key one contact can use
the same consent flags
WhatsApp OptIn Considerations
The customers optin is sessionspecific The session lasts up to hours from the customers last message
The optin flag is stored in Service Cloud on the Messaging Session Object
The Messaging Session Object optin flag is not a mobile optin for general SMS or other Messaging activities
When a customer clicks into WhatsApp they implicitly opt in through the interstitial page This grants WhatsApp and Service Cloud
Messaging permission for a specific template To broaden the permission for all templates and use the same flag in Service Cloud
create a custom field on the Messaging User Record with APEX
Related Content
Review earlier steps in this solution
Workflow
Configure Conversational Campaigns for WhatsApp
Conversational Campaigns for WhatsApp
Customer OptIn
Design Considerations
SEE ALSO
MobileConnect
Marketing Cloud QueueMO API
ChannelObject Linking Beta
