You can transfer a WhatsApp conversation from a Marketing Cloud Engagement interaction to a Service Cloud interaction. Place the WhatsApp Session Transfer activity after a Wait Until Chat Response or an Inbound Chat activity. The information passed as part of the transfer includes conversation history, journey data, the recipient’s WhatsApp number, and the cross-cloud WhatsApp phone number.
- Create a WhatsApp Session Transfer Activity
Transfer a WhatsApp conversation initiated in a Marketing Cloud Engagement interaction to a Service Cloud interaction. The information passed as part of the transfer includes conversation history, journey data, the recipient’s WhatsApp number, and the cross-cloud WhatsApp phone number.