To configure this feature:

1. Ensure Configuring WhatsApp Business Messaging in Vault CRM is complete.
2. Ensure WhatsApp Business Accounts and phone numbers are connected, end users are assigned to phone numbers, message templates are data loaded, and consent for messaging is set up. See the following for more information:
   • Managing WhatsApp Business Accounts and Phone Numbers in Vault CRM
   • Managing Message Templates in Vault CRM
   • Capturing Consent for Messaging
3. Ensure the end user is not a Primary User or Secondary User for any WhatsApp Business Accounts.
4. Navigate to Admin > Users & Groups > Permission Sets.
5. Select the appropriate permission set.
6. Select the Objects tab.
7. Grant the following permissions to allow end users to send messages to multiple accounts at once from the My Accounts tab:

   Object	Object Permission	Object Types	Fields	Field Permission
   sent_message__v	RE	message_template__v	message_group_id__v	Edit

WhatsApp conversations are accessed via the Chats tab. For end users with the appropriate configuration, the Chats tab always displays as the second tab to the right of the Home tab, and cannot be reordered. Users must have an active internet connection to load chat threads, and to send and receive chat messages.

There are three ways to start a WhatsApp conversation in the Chats tab:

• Select the Chat button from the All Actions menu of a specific account

  

• Select the Start New Chat button (no existing chats) or the Compose Chat button in the Chats tab

  

• Search for an account in the search bar

  

When there are existing chat threads, searching for accounts in the search bar displays accounts with existing chat threads first, followed by accounts without chat threads.

When viewing a conversation in the Chats tab, end users can select the View Account button to navigate directly to the account.

Capturing Consent for WhatsApp Business Messaging

To comply with Meta requirements, HCPs must be opted into WhatsApp Business Messaging for end users to send messages. If an HCP is not opted in, an alert displays in the chat thread and end users can select Consent Capture to capture consent.

After capturing consent, a confirmation message is automatically sent to the HCP with information about the subscribe and unsubscribe keywords. HCPs can send a message containing only the subscribe or unsubscribe keyword to quickly opt in or out of WhatsApp Business Messaging. The keywords are not case sensitive. See Defining Subscribe and Unsubscribe Keywords for more information.

Starting Conversations with Approved Message Templates

End users must start each conversation by selecting one of the Meta-approved message templates. By default, up to two Meta-approved message templates display for quick selection. See Managing Message Templates in Vault CRM for more information about creating message templates.

End users can select the More Message Templates button to view the other message templates. In the Message Template selector, the filter is set to Start Conversation category, which the user can reset to view all of the available Message Templates.

Sending Messages During the Rolling 24-Hour Customer Service Window

When an HCP responds to a message template, a rolling 24-hour customer service window begins. During this time, users can send free text messages, text only message templates, and links to media. The following actions are supported during the service window:

Sending free text messages

• End users can enter and send free text messages. If restricted phrase rules are configured, restricted phrases are highlighted while typing. Users must remove the restricted phrases before sending the message.

  

Sending message templates

• Users select the Message Templates pill to view all available message templates, including Text Only message templates and Meta approved message templates
• Text Only message templates do not require Meta approval and are fully managed within Vault CRM

  

  

Sending media (CLM or website) links

Select the Media pill to view to view the media library. Select the appropriate CLM presentation or website to send the link and preview it before sending.

The Media button only displays when there is at least one presentation or website configured for web links. See Sharing CLM Content via Web Link for more information.

Sending Messages to Multiple Accounts as

Users can send the same WhatsApp message to up to 25 accounts at once to save time and increase efficiency when communicating with multiple accounts. A separate message is sent to each account. This does not create a single chat thread with multiple accounts.

To send a message to multiple accounts:

1. Navigate to the My Accounts tab.

   

2. Select the Select button beside the search bar.

   

3. Select up to 25 accounts.

   

4. Select Send Message from the available actions at the bottom of the screen.

   

5. Select the appropriate Meta message template.

   

6. Select Next.
7. Select each recipient in the Preview modal to review the message, ensuring any tokens referencing accounts are appropriately updated.

   A warning message displays when at least one of the recipients is ineligible to receive WhatsApp messages. Users can select recipients with warning icons to view the reason for ineligibility (for example, no consent to receive messages, no WhatsApp number, or the user is in an active conversation with another HCP) and select the X buttons to remove recipients. Users do not need to remove ineligible recipients to send the message.

   

8. Select Send.

   

After sending the messages, users can navigate to the Chats tab, where a thread for each of the message recipients displays. Select a thread to view the message and its status details. If a message fails, the chat thread displays the failure reason instead of the message preview:

• Failed to send - The message could not leave Vault CRM (for example, consent no longer valid)
• Failed to deliver - The message reached Meta but could not be delivered to the user
• Failed to deliver due to messaging limits from Meta - The WhatsApp Business Account has hit a rate limit, or the recipient has blocked marketing messages

Using context menu actions on messages

Select and hold a specific message to view available options:

• Reply – Enter and send a contextual reply to the message. Users can send a contextual reply to both HCP’s or their own message.
• Copy – Copy the full text of the message. Users can copy either the free text message that they sent or the HCP’s message.

  

Ending the conversation

There are two ways to end a conversation:

• Select the End Conversation pill, then select End in the confirmation prompt. The customer service window ends and an automated message template is sent. See Managing Automated WhatsApp Messages for more information on defining automated message templates.
• Manually send a message template in the End Conversation category, then select the End Conversation pill and confirm. The customer service window ends. See Managing Message Templates in Vault CRM for more information on creating message templates.

If end users are manually sending message templates, do not configure automated messages to end conversation. This prevents end users from sending redundant messages.

Sharing Web Links for CLM Content via WhatsApp Business Messaging

End users can also share CLM content directly from the media library via WhatsApp Business Messaging during customer service window:

1. Navigate to the Media tab.
2. Select the All Actions button for the appropriate presentation or website.
3. Select Share.
4. Select the appropriate account.
5. Select the appropriate message template, if configured.

   

6. Select Chats.
7. Select Send in the preview modal.

Receiving Notification of Customer Service Window Expiration

12 hours before the service window ends, a warning displays in the chat thread.

When the service window ends, the conversation expires and end users must send a Meta-approved message template to restart the conversation.

Using Shared Phone Numbers

End users who share a phone number can chat with different HCPs at the same time. They can also chat with the same HCP, but each user can only view their own messages with the HCP. A notification displays in the chat thread if another user sharing the same phone number had a conversation with the HCP.

If the selected HCP is already in an active conversation with another user sharing the same phone number, the user is alerted and cannot send messages until the active conversation ends.

If another user sharing the same phone number sends a Meta message template to an HCP but the HCP has not responded, a yellow banner displays in the chat thread to inform the user. The user can also send a Meta message template to start a conversation. When the HCP responds, the user who sent the most recent Meta message template receives the HCP’s message.

Tracking Sent Messages

Whenever end users send a message using a message template, a Sent Message record is created with the following information:

Field	Description
Account	The account to which the message was sent
Capture Datetime	The datetime when the user sent the message (selected the send button)
Message Content	The entire message sent to the account
Message Template	The Message Template used to send the message
Message Values	All of the placeholders, their corresponding tokens, and the resolved values replacing the tokens in the final message. Formatting can be a comma delimited list, where Meta tokens point to the tokenized string, and the sub-tokens in the tokenized string point to their respective resolved values.  For example, the message "Hello Dr. {{1}}, my name is {{2}}, I'd like to talk to you about Cholecap" can be stamped as: [ {{1}} : "{{account__v.lastName__v}}", {{account__v.lastName__v}}: "Ackerman", {{2}}: "{{user__sys.firstName__v}} {{user__sys.lastName__v}}", {{user__sys.firstName__v}}: "Sarah", {{user__sys.lastName__v}}: "Jones"]
Sent From Platform	CRM iPad or CRM iPhone, depending on the platform from which the message was sent
Sent Message Type	Message Template
Sent Via	WhatsApp Business
To	The number to which the message is sent (value from the WhatsApp field on the account record)
Transaction Type	Message Template
User	The user who sent the message (selected the send button)
Consent Capture Datetime	The Capture Datetime of the Multichannel Consent record validating that the account opted in to receive messages

Additionally, if a web link for CLM content is shared with the message template, a Message Activity record is created each time the HCP accesses the link. See Sharing CLM Content via Web Link and Using Message Templates When Sharing Web Links for more information.

When users navigate to the Chats tab for the first time, a modal about push notifications displays. Select Allow Notifications to receive push notifications about new chat messages, or select No Thanks to dismiss the modal.

Users can manage push notifications for Vault CRM by launching the Settings app on their devices and navigating to Vault CRM > Notifications.

You can only register for push applications for one Veeva application per device. If you have Vault CRM and Engage installed on the same device, you receive push notifications for whichever app you are logged in to and most recently opened.

If users have push notifications enabled, they also receive a push notification for each new message.

Selecting a push notification displays the chat thread for the new message.