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.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced WhatsApp channels |
This article doesn’t apply to:
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Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
Creating WhatsApp Templates in Salesforce
Any automated message that you send in an enhanced WhatsApp channel must be based on a template that WhatsApp has approved. Each message template is language- and country-specific.
To use a template in enhanced WhatsApp channels, create a notification messaging component in Salesforce and then add an External Template format to create the WhatsApp template. Activate the messaging component to submit the template to Meta for approval. Approval usually just takes up to a day. When it’s approved, set up a flow to send the templated message. For detailed steps, see Send Automated Messages in Enhanced Messaging Channels.
How Template Categories Work
When you submit a WhatsApp template for approval, you must select one of WhatsApp’s three official template categories for your template. View these categories and their subcategories in the Meta documentation. In Salesforce, you can create templates with the Utility or Marketing categories–Authentication isn’t supported.
Migrating Message Templates
Each WhatsApp template that you create is associated with a WhatsApp Business account (WABA). If you’re upgrading or migrating to an enhanced WhatsApp channel from a standard channel or other business service provider, you can copy the templates from your original WABA to the WABA associated with your enhanced channel. Template copying occurs on your channel’s record home page in Setup, in the Message Templates section.
If a template fails to be copied to the destination WABA that you specify, recreate the template in Salesforce.