Turn On Outbound Messaging
After completing this unit, you’ll be able to:
- Implement outbound messaging.
- Plan a messaging rollout for your team.
Turn On Messaging with a Guided Setup Flow
In this module, we assume you are a Service Cloud administrator with the proper permissions to set up Messaging. If you’re not an admin for Service Cloud, that’s OK. Read along to learn how an admin like Maria would take the steps in a production org. Don’t try to follow these steps in your Trailhead Playground. Messaging isn’t available in Trailhead Playgrounds.
- Click the Setup icon and select Service Setup.
- Under Recommended Setup, click View All.
- Search or scroll down to Messaging, and click Add a Messaging Channel.
- Add a Messaging Channel, click Start.
- Choose WhatsApp.
- After you configure your WhatsApp account in Facebook Business Manager (see the next screenshot), and keep your Business Manager ID handy, file a case with Salesforce Customer Support with the required information to finalize your WhatsApp integration
- Click Finish. Salesforce Customer Support will take the information you’ve submitted in the case to proceed with setting up your WhatsApp integration. The Support Team will reach out to you to coordinate additional steps to validate
- To allow agents to initiate outbound messages, assign them the Agent Initiated Outbound Messaging permission set. Enter
Permission Setsin the Quick Find box in Setup, and give specific agents access to the perm.
- To customize messaging settings, templates, or more, enter
Messagingin the Quick Find box in Setup.
- To create a messaging template for outbound triggered messaging, enter
Messaging Templatesin the Quick Find box in Setup, and click New.
That’s it! With an easy guided setup flow, Maria plans to follow similar prompts to get a Facebook Messenger channel up and running for Ursa Major Solar in the future.
Rollout Outbound Messaging
Maria understands that turning on outbound messaging doesn’t mean everyone knows how to use it correctly—customers and agents alike. Before rolling out messaging, she asks service manager, Ryan De Lyon, to do the following.
- Start with a small test of trial customers. Begin with a specific location or allow only some customers to message you, such as VIP or Platinum Support customers. See what works best for those customers before beginning a larger rollout.
- Create a library of templates or automated messages for agents. Build a wiki of text-friendly phrases and emoticons that match your brand and streamline frequent responses to customers.
- Train your agents. Teach agents how to initiate conversations with customers from the Service Console and how to use templates or automated messages to deliver consistent customer experiences.
Ursa Major Solar is ready to start messaging customers and deliver proactive service on the messaging apps their customers prefer.