Service Cloud · Enhanced Chat34 tasks
Deploy WhatsApp Messaging Channels
Get a WhatsApp or SMS channel working in Service Cloud so customers can message an agent for service or outbound conversations, and fix the channel when messages do not go through.
Method
How MeshMesh does it
- Sets up a WhatsApp messaging demo with Omni-Channel routing, a Service Console app, a new user and permissions.
- Adds routing, keywords, auto-accept and Omni Supervisor setup in later turns.
- Creates a WhatsApp template with a start-conversation button and links the messaging user to a contact.
- For SMS, completes the channel prerequisites and requests a toll-free number.
- When the channel is stuck, finds where it is blocked. In one case, an open messaging session and a pending template approval blocked the button. In another, the WhatsApp phone number was held on the Meta side, not in Salesforce.
The next step is usually Deploy Agent Messaging Channels.
Products
Products and features it works with
Bars show how many of this capability's tasks touched each product.
Enhanced Chat