#Digital Engagement10 discussing

Hi Trailblazer Community, 

I’m currently preparing to migrate existing WhatsApp numbers into Salesforce Service Cloud using Digital Engagement, with incoming conversations routed to agents through Omni-Channel. We already have Facebook Messenger channels running through Digital Engagement and Omni-Channel, so I’d really appreciate hearing from anyone who has completed a similar WhatsApp migration, particularly when migrating existing production numbers from another provider. 

There are a few areas where I’d be interested in hearing about your experience: 

1. WhatsApp vs. Facebook Messenger setup

Can we expect to reuse most of our existing Messenger setup and routing approach — for example queues, routing configurations, Omni-Channel, Messaging Components, automated messages, opt-out/STOP handling, and business-hours logic? Or are there important WhatsApp-specific differences or limitations we should plan for? 

In particular, which parts of an existing Messenger implementation can typically be reused, and which parts normally require separate configuration for WhatsApp? 

2. Two-step verification on the WhatsApp Business Account / phone number

Salesforce documentation indicates that two-step verification needs to be disabled as part of the connection/migration process. 

What I’m less clear on is when it can safely be enabled again.

Can two-step verification be re-enabled immediately after the number has been successfully connected to Salesforce, or does it need to remain disabled until the WhatsApp channel has been activated and the migration/cutover is fully complete? 

Related to this, when the number is initially connected to Salesforce, does the WhatsApp channel start in an inactive state, allowing us to complete the Salesforce configuration before activating it? 

3. Access to the actual WhatsApp phone number during setup

Do we need to have someone available during the migration who has access to the actual phone number? For example, is a verification code sent by SMS or phone call during the Salesforce/Meta setup that needs to be entered manually? If so, at what stage does this happen? 

I’m particularly interested in understanding which people and access we need to have available during the production cutover so we can plan this in advance. 

4. Migration from the existing provider and downtime

The numbers are currently handled through another platform (Falcon/Brandwatch). 

One of the main things I’m trying to clarify is the relationship between connecting/configuring the number in Salesforce and the actual production cutover. 

When the number is initially connected to Salesforce, does it remain active and operational through the existing provider while the Salesforce WhatsApp channel is inactive? In other words, can we connect the number, complete the Salesforce configuration, routing, etc., and then activate/cut over at a later planned time? 

If so, what exact action triggers the number to stop working through the existing provider and start working through Salesforce? 

For example, does the cutover happen:

• When the number is initially connected to Salesforce?
• When the WhatsApp channel is activated in Salesforce?
• During a separate Meta/WhatsApp migration step?
• At another point in the process?

Understanding this distinction is particularly important for our cutover planning, as we’d ideally like to complete as much of the Salesforce configuration as possible while the number is still operational through the existing provider. 

I’d also be interested in any experience with downtime during the migration. Was there a period where the number was unavailable on either platform, and if so, approximately how long did the cutover take? 

5. Rollback considerations

For anyone who has done this in production, how did you approach rollback planning? 

If an issue is discovered after the number has been migrated and activated in Salesforce, is there a practical way to move the number back to the previous provider? Or should the migration effectively be treated as a one-way cutover, where rolling back would require performing another provider migration? 

Any experiences, lessons learned, documentation, or recommendations around planning the production cutover would be greatly appreciated — particularly anything that caught you by surprise during the migration. 

Thanks in advance! 

#Service Cloud  #Digital Engagement  #Whatsapp  #Messaging  #Messaging Channels  #Omni Channel

Hello Everyone, has anyone experienced "enable as partner" and "enable as partner user" actions not available on the page layout or record page for accounts & contacts? The digital experience was already enabled. We received gold partner licenses from our sister org. I was trying to setup users and found out how to do so but don't see the action that will kick it all off (on the account nor contact). I also have manage external users permission. I do see actions for community case, disable customer account and others. I've been googling but having hard time to come across a reason.

#Digital Engagement

Hi everyone,

We are looking for guidance on integrating Facebook Messenger and Instagram Direct with Salesforce Digital Engagement.

Context

WhatsApp is working correctly in Digital Engagement, but Messenger and Instagram are not connecting at all.

What is happening

• We originally had a standard Messenger channel, which we deactivated.
• Salesforce then created a new Enhanced Messaging channel, but the connection was never successful (it shows as authenticated and active, yet no messages ever reach Salesforce).
• In Meta/Facebook, we cannot see any of the technical settings required for the API:
  • Advanced Messaging
  • Connected Apps
  • Primary Receiver / Handover Protocol
• Salesforce Support suggested that the issue may come from the Facebook Page itself, possibly due to the migration to New Page Experience and loss of API permissions.
• Instagram Direct also fails to connect, even though the Instagram business account is properly linked to the Page and the Business Manager.

Questions

1. Has anyone experienced Facebook Pages losing Messenger API capabilities after moving to the New Page Experience?
2. Did creating a new Facebook Page solve the issue in your case?
3. Do you recommend using native Digital Engagement for Instagram, or a third-party connector / BYOC option?
4. Any best practices for rebuilding the Messenger + Instagram integration from scratch?
5. If possible, could you share any success stories or relatively “smooth” implementations of Meta (especially Instagram Direct) integrated with Salesforce?
   • What approach did you use? (native, partner app, custom integration)
   • Any key lessons learned?

Thanks in advance for any insights or recommendations!

@* Digital Engagement *