WhatsApp: Now Available for Einstein Bots

Pack your bot’s bags, because Einstein Bots is now available in 180 countries on the world’s largest messaging app, WhatsApp. Bots can interface with WhatsApp to deliver messages to your customers, just like they do with SMS. Bots can also use automation to bring complex cases directly to agents, all on WhatsApp.

Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions. Setup for Einstein Bots is available only in Lightning Experience. This feature is available for bots using Chat and Omni-Channel.

Who: Einstein Bots is available to orgs with both Service Cloud and Chat user licenses, or to orgs with Digital Engagement user licenses. Using WhatsApp requires a Digital Engagement license. Each org is provided with 25 Einstein Bots conversations per month for each Chat or Digital Engagement user with an active subscription.

How: WhatsApp numbers must be set up in Messaging before they can be added to any bot. Once the number is added, navigate to the Overview Page in the Bot Builder. After clicking Add in the Channel menu, select WhatsApp as the Channel and the Channel Name into the Deployment field.

An image of WhatsApp as part of the Add Channel screen.