October 31, 2024
Community and Care Welcome WhatsApp
Community and Care now support conversations via WhatsApp Business.
You can now use Community to communicate with your customers via WhatsApp Business. Community downloads messages from your customers, and you can manage them just like any other types of content: reply, assign to Community agents, add labels, and escalate to Salesforce and Care.
Once escalated to Care, WhatsApp Business conversations are treated as regular Care cases, which you can manage similar to any other Care cases including escalating to Salesforce.
How to start?
Add WhatsApp Business accounts to your Emplifi account (see Add an Owned Profile for Your WhatsApp Business Account).
Now, you can go to Community and check the “All incoming” feed while Community is listening for incoming WhatsApp messages.
When added to the Emplifi account, WhatsApp Business profiles are handled similarly to profiles on social media platforms like Facebook or TikTok that you may already have. You can find all your WhatsApp Business profiles under Settings -> Channels -> Social profiles.
Where else are WhatsApp profiles supported?
WhatsApp Business is supported in all the Dashboard widgets for Community and Care (see Analyze Performance of Your Community Operations and Analyze Performance of Your Care Operations).
WhatsApp for Business is supported in Bot to automate your Community/Care experience (see Emplifi Bot).
WhatsApp data is included in the data analyzed on the boards under the Care module in Unified Analytics (see Unified Analytics).
Do you have questions?
Please contact your Customer Success Manager.
Learn more:
Add an Owned Profile for Your WhatsApp Business Account
Unified Analytics
Compare Profile to Profile Label
In Unified Analytics, you can now compare performance of one profile to performance of a profile label (multiple profiles grouped by label) to assess the efficiency of the content in wider context.
You can use a new tab, Profile vs. Profile label, with your owned profiles (find it on the Overview board under each social platform) or with public profiles (see the Public profiles board for Instagram, X (formerly Twitter), and YouTube).
Learn more:
Compare Profile Labels
Publisher
New Emergency Action: Stop Publishing
Account Admins can now convert all posts scheduled for the next 24 hours to draft posts. Because this action cannot be reversed in bulk, you must input a security phrase before you can convert the posts.
The following scheduled posts are not affected by this action:
Posts that are Scheduled on Facebook (see Scheduling Options for more information)
Scheduled posts that are part of an approval workflow
Learn more:
Emergency Action: Stop Publishing
Ratings & Reviews
Multi-select for Reviews Moderation
When moderating your reviews, you can now select up to 50 items at once to apply a moderation status in bulk. This change brings a much used feature of the legacy moderation portal to the new reviews moderation portal.
Learn more:
Confirm the Status of a Review and Visuals