---
schema_version: "1"
id: 4e022237f5611c78ebda0286103ae260ec7160d80c35101b72cd9e7c4a3b60d2
title: Set Up WhatsApp Messaging
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_set_up_whatsapp.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_set_up_whatsapp.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 383d4e07c0822c30b9c4982375291185befcfc44030a1ab205abf4847fbd134f
description: Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up WhatsApp Messaging

Connect your WhatsApp account to Salesforce to equip your support team with the messaging tools needed to resolve customer issues. From the Service Console, service reps can respond to WhatsApp inquiries in formats including text, voice messages, and questions with clickable options.

If a rep can’t help a customer, they can transfer them to another rep, queue, or Omni-Channel routing flow. They can also mark the session inactive if the customer stops responding. Read and delivery receipts, typing indicators, flag raises, and supervisor whispers help reps work more efficiently in the Service Console. Reps can also initiate messaging sessions, while admins can send automated notifications based on approved WhatsApp templates.

You can create multiple enhanced WhatsApp channels in Salesforce, each linked to a different WhatsApp number.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

![WhatsApp banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_banner.png)

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            <p>
              <a name="messaging_set_up_whatsapp__image_bfh_g25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_set_up_whatsapp__image_bfh_g25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start_1.png" alt="Start"></span>
            </p>
            <p><strong>Learn About WhatsApp</strong>
            </p>
            <p><a href="https://trailhead.salesforce.com/content/learn/modules/whatsapp-for-service-cloud" target="_blank"><em>Trailhead: </em>WhatsApp for Service
                Cloud</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_limitations.htm&amp;release=264.0.0&amp;type=5" title="Before you get started with Messaging, review key limits and considerations.">Messaging
                Limits</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_considerations.htm&amp;release=264.0.0&amp;type=5" title="WhatsApp Business lets businesses communicate with users of the WhatsApp messaging app. Review important considerations before creating a WhatsApp channel in Agentforce Service (formerly Service Cloud).">Considerations for
                WhatsApp</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_life_cycle.htm&amp;release=264.0.0&amp;type=5" title="Learn how Salesforce tracks messaging sessions in Agentforce Service (formerly Service Cloud), from the first message to the last. Understanding session status transitions helps you route and monitor inquiries effectively.">Lifecycle
                of a Messaging Session</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_accd_considerations.htm&amp;release=264.0.0&amp;type=5" title="As of February 23, 2026, you can access Messaging via the existing Digital Engagement add-on, or via the new Agentforce Contact Center Digital add-on. Agentforce Contact Center Digital uses a different billing model based on message credits in Digital Wallet.">Considerations for Upgrading to Credits-Based Messaging with Agentforce Contact Center Digital</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="messaging_set_up_whatsapp__image_yrz_h25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_set_up_whatsapp__image_yrz_h25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_build_2.png" alt="Build"></span>
            </p>
            <p><strong>Create Your Channel</strong></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&amp;release=264.0.0&amp;type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started with Messaging</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_enhanced.htm&amp;release=264.0.0&amp;type=5" title="Set up an enhanced WhatsApp channel in Agentforce Service (formerly Service Cloud) to let your support team help customers over WhatsApp. This article also explains how to move a number from an external business service provider to your enhanced WhatsApp channel.">Create or Upgrade to an Enhanced WhatsApp
                Channel</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&amp;release=264.0.0&amp;type=5" title="After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.">Channel Activation
                Checklist</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_setup.htm&amp;release=264.0.0&amp;type=5" title="Test your enhanced WhatsApp channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.">Test
                Your Channel</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_data_region.htm&amp;release=264.0.0&amp;type=5" title="Use the WhatsApp channel data storage region feature to specify the geographical location where your data must be stored and processed due to legal or regulatory requirements. As an admin, you can view and change the data residency region for WhatsApp channels by deactivating the WhatsApp channel.">WhatsApp Data Storage Region</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_user_1.png" alt="User"></span></p>
            <p><strong>Build Out Your Channel</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&amp;release=264.0.0&amp;type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update
                Channel Settings</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_templates.htm&amp;release=264.0.0&amp;type=5" title="Using a flow, automatically send customers template-based messages in enhanced WhatsApp channels to update them about cases, orders, or something else. Unlike freeform WhatsApp messages, template-based messages can be sent to opted-in customers at any time regardless of when the customer last sent a message.">Send Automated Messages</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&amp;release=264.0.0&amp;type=5" title="Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.">Increase Messaging
                Productivity</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&amp;release=264.0.0&amp;type=5" title="Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.">Work with
                Messaging Data</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&amp;release=264.0.0&amp;type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with
                Customers</a></p>
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            <p>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_2.png" alt="Integrate"></span>
            </p>
            <p><strong>Enhance with Automation</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&amp;language=en_US" target="_blank">Connect an Agentforce Service
                Agent</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&amp;type=5&amp;language=en_US" target="_blank">Create a Flow to Link Individuals to Messaging
                Sessions</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&amp;type=5&amp;language=en_US" target="_blank">Trigger an Action Based on
                Keywords</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_block_sensitive_data.htm&amp;language=en_US" target="_blank">Block Sensitive Data in Messages</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_code_2.png" alt="Code"></span>
            </p>
            <p><strong>Messaging for Developers</strong>
            </p>
            <p><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_list.htm" target="_blank">Salesforce Object Reference Guide</a>
            </p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">&nbsp;</td>

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