Engage with customers over WhatsApp by provisioning a WhatsApp voice channel.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up WhatsApp messaging channels: | Configure Messaging AND View Setup and Configuration |
| To create WhatsApp messaging channels: | System Administrator AND Configure Messaging |
| OR | |
| Configure Messaging AND Customize Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All Data | |
| To provision WhatsApp voice channel: |
Agentforce Contact Center Admin (Salesforce Voice) permission set Learn how to view permissions in this permission set. |
Before you set up a WhatsApp voice channel, make sure you have an active WhatsApp messaging channel. To create and activate a new WhatsApp messaging channel, follow these instructions.
- From Setup, use Quick Find to go to Communication Channels.
- From All Channels, click your enhanced WhatsApp messaging channel, then click Get Started on the banner.
- Enter a name for the channel and select the routing type.
- Click Next.
- Optionally, set up call escalation from the WhatsApp messaging channel to your WhatsApp voice channel and click Finish.
- If you’ve completed customizing your channel settings, click Activate Voice.
- After the WhatsApp voice channel is created, it appears in the All Channels tab.
- To modify the WhatsApp voice channel settings, from the All Channels tab, click the WhatsApp voice channel to open it.
- Go to the Call Settings section and make your changes.