Conversational Email and WhatsApp messaging setup
How replies reach an agent or a human: Conversational Email prerequisites, escalation, agent connection, From Address routing and unsubscribe handling, plus WhatsApp setup, session messages and forwarding a conversation to Service Cloud.
Given a scenario, configure conversational messaging to support customer engagement, response handling, and ongoing interactions across messaging channels.
~7 min read · 11 practice questions ·
What the exam expects
- State the edition and clouds Conversational Email needs, and the order of its setup tasks.
- Build the human escalation path and connect an Agentforce Service agent to marketing email replies.
- Choose a From Address routing type and a Message Action for a reply-handling requirement.
- Predict what happens when a subscriber unsubscribes during a conversation.
- Set up the WhatsApp channel and choose a session message type.
- Hand a WhatsApp reply from a marketing flow to Service Cloud.
Key terms. Conversational Email: outbound email configured to accept replies that are evaluated and routed. Routing type: the From Address setting that sends replies to an agent, a flow or a queue. Message Action: how replies outside an active conversation or campaign are handled. Session message: a custom WhatsApp reply sent within 24 hours of a customer's message. Omni-Channel: the routing engine that pushes work to available reps.
Key facts
- Detail
- Enterprise or Unlimited with Marketing Cloud Next Advanced
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- Messaging Session as a supported object
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- Omni-Channel Flow with a Route Work action
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- Marketing Email, under Agent Definition > Connections
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- Plain text only, currently
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- Generated automatically; Reply Display Name matches From Display Name
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- Agentforce Service Agent, Omni-Flow, Omni-Queue
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- Within 24 hours of the customer's message
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- Up to 3 buttons; up to 10 options
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- Up to five recipients; they count toward message credits
Sources for this section (5)
- When does a Flow message fit better than a Quick Reply message?
- Why does a tester reply from each device before a session message test?
- Why do customers see one consistent sender across a conversational thread?
- Which tool tracks active and completed conversational engagements?
- In which cloud environment is WhatsApp messaging unsupported?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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