Unified Conversations' is now available on WhatsApp What does this feature consist of?

Salesforce announced the general availability of ‘Unified Conversations’ for WhatsApp, which transforms one-way marketing pitches or service requests into dynamic two-way conversations from a single WhatsApp number . What does this mean?Well, now, instead of managing separate threads for promotions and support, customers can automatically receive personalized marketing promotions with opt-in Jamaica WhatsApp Number List options and one-on-one support, all within a single WhatsApp chat between a brand and a customer. According to Salesforce, this allows companies like Agibank to use data stored in Salesforce from over 900 stores within WhatsApp to offer personalized loan proposals, resolve concerns more quickly, and provide better support to customers, all in a single conversation.

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It should be noted that ‘Unified Conversations’ for WhatsApp is powered by Salesforce Data Cloud . Data Cloud enables businesses to bring all their trapped data into Salesforce and build a unified customer profile across all products, services, and interactions. This enables marketers and service agents to work from the same shared customer profile and provides them with the relevant context needed to deliver trusted experiences across both departments in a single chat thread.



What can companies do?
Salesforce explains that by combining marketing and service conversations into Unified Conversations for WhatsApp, marketers can segment audiences and create content for marketing campaigns while providing service WhatsApp Number Database agents with a window into customer interactions to offer recommendations on next best actions using a single WhatsApp number. Also, within a WhatsApp conversation, healthcare organizations can schedule, confirm, and provide follow-up support for procedures and appointments.



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Financial services institutions can prevent fraud by offering a unique WhatsApp experience to proactively verify and provide assistance for unusual transactions. And finally, travelers can respond to personalized travel offers and book experiences through chatbot-powered messages on WhatsApp.