Salesforce’s WhatsApp Messaging Channel, powered by Digital Engagement, supports one-to-one, session-based communication between a customer and an agent. However, group WhatsApp chats are not supported—each interaction must occur within a single customer conversation thread.
This limitation ensures compliance, privacy, and tracking accuracy across digital channels.
Other features like emojis, quick text, and queue-based routing are fully supported via Omni-Channel configuration.
Referenced Salesforce Materials:
Salesforce Service Cloud Consultant Exam Guide – Interaction Channels Domain.
Salesforce Help: “Set Up WhatsApp Messaging in Salesforce”.
Salesforce Spring ’24 Release Notes – Digital Engagement Enhancements (WhatsApp Support).
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