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Create a WhatsApp Channel in Service Cloud(Salesforce)



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.

SetUp Enhance WhatsApp Channel:

To set up an enhanced WhatsApp channel, go to the Messaging Settings in Setup and select Messaging. Click on New Channel and choose WhatsApp, then Enhanced. Follow the instructions to create or select a Meta Business Account, a WhatsApp Business Account, and a WhatsApp Business Profile. Verify your WhatsApp Business phone number and click OK when notified that you’re ready to chat. Choose how to route incoming messages to agents, and customize the user experience for agents and customers.

To create a standard WhatsApp channel, go to Facebook Business Manager and find your Business Manager ID. Send an email to whatsappenablement@salesforce.com with your Salesforce org ID, Facebook Business Manager ID, phone number, and other information. After a few days of processing, Salesforce contacts you to finalize your WhatsApp Messaging channel.

Before creating a WhatsApp channel in Service Cloud, review important considerations, such as channel limitations and notification types. You can also test your WhatsApp channel to make sure it's working properly.


Reference: https://help.salesforce.com/s/articleViewid=sf.messaging_set_up_whatsapp.htm&type=5

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