Manage Customer Messages for B2B Stores

Use the Commerce Messaging workspace to manage and tailor customer messages, such as order confirmations and welcome emails.

Which Salesforce Commerce Product Do I Have?

Commerce Messaging requires the CommerceMessagingAddOn license, which is packaged with Commerce Growth or Advanced editions. You'll need an enhanced CMS workspace, the refreshed Commerce app, and the Commerce Admin permission set. Sending the Abandoned Cart email to buyers requires Marketing Cloud and Data 360 and it uses Data 360 credits. To send the other emails, you need Data 360. For more information about credit usage, contact your account executive. If you’re using Marketing Cloud to send automated emails to your customers, assign the store to the same data space used by Marketing Cloud. See Set Up Data 360 for B2B Commerce.

Important Through Customer's use of Commerce Messaging, Customer understands and agrees that Customer is solely responsible for obtaining all necessary rights, consents, and authorizations, and providing privacy notices, disclosures, notifications or other requirements in connection with its use of Commerce Messaging.

• Available Messages in Commerce Messaging
  Message email templates and flows can be accessed and customized from the Messaging workspace.
• Set Up an Email Domain for Commerce Messaging
  To use Commerce Messaging for your B2B Commerce stores, you must have a valid email address to indicate who the message is from. You can use the default address provided by Salesforce or create a from address using an authenticated store domain to provide a branded experience.
• Customize Messages in Commerce Messaging
  Use the provided message templates to customize your messages. You can also update the message templates with your store logo and colors.
• Enable a Message in Commerce Messaging
  After you’ve customized your message template, enable the message to begin sending messages. When a message is enabled, a flow is created for that message and store. The flow waits for specific events, like the placement of an order, and triggers message sending using Marketing Cloud services.
• Create Localized Email Templates in Your Store
  You can send custom Welcome, Order Confirmation, and Abandoned Cart emails to your customers in any language supported by your B2B store. Create email templates in each language, and then customize the email flows to trigger sending localized emails based on the language the customer selects in the store.
• Troubleshoot Commerce Messaging
  If you don’t see a message or can’t enable it in the Messaging workspace, try these troubleshooting steps.