Your customers can securely raise requests for banking services on WhatsApp. Route banking customer inquiries from WhatsApp to the Agentforce Banking Service Customer Assistance agent with the prebuilt Route Messaging Session to Banking Service Agent Omni-Channel flow. Offer quick resolution to reduce friction and call volume by meeting customer demands where they communicate daily.
Where: This change applies to Lightning Experience in Professional, Enterprise, and Unlimited editions with Agentforce Financial Services, formerly Financial Services Cloud. The Agentforce Service agent uses Flex Credits under the Salesforce Foundations Entitlements model.
Who: To use the prebuilt Route Messaging Session to Banking Service Agent Omni-Channel flow for the Banking Service Customer Assistance template, users need these permission sets and permission set licenses:
- Salesforce Foundations Standard permission set
- Industry Service Excellence permission set
- Financial Services Cloud Extension, Financial Services Cloud Basic, Financial Services Cloud Service, or Financial Services Cloud Standard permission set license
- Omnistudio User permission set
- Business Rule Engine Runtime permission set
How: To connect the WhatsApp messaging channel to the agent, build an Omni-Channel flow by using the prebuilt Route Messaging Session to Banking Service Agent flow template. Configure WhatsApp messaging channel and associate the Omni-Channel flow by assigning the messaging queue. Set Double Opt-In Consent for WhatsApp Compliance and activate the channel.