Support Your Customers with WhatsApp (Generally Available)

Whether at home or abroad, customers can contact your support center on the world’s largest messaging app. Agents can have conversations with customers over WhatsApp, just like they do with incoming SMS text messages or Facebook Messages. Your business can also send templated notifications to customers, such as appointment updates or shipment notifications.

Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions. This feature is available in orgs with access to Messaging through a Digital Engagement add-on.

How: Make sure that you have a Facebook Business Manager account. Then enter Messaging in the Quick Find box, and select Messaging Settings. Click New Channel to open the guided setup flow and set up your WhatsApp channel.