Project Name: Mahindra BEV

1. Introduction

This Functional Specification Document (FSD) outlines the functional requirements and
implementation details for integrating WA functionality within Salesforce Marketing Cloud
(SFMC) for the Mahindra BEV project. The document captures the prerequisites, processes,
and testing outcomes to ensure the successful deployment and usage of Whatsapp
communication within SFMC.

2. Objectives

The primary objective of this document is to detail the Whatsapp integration process with
Salesforce Marketing Cloud, ensuring a comprehensive understanding of the configuration,
prerequisites, and validation steps involved.

3. Scope

The scope of this document covers the Whatsapp integration process with Salesforce
Marketing Cloud, including:

 Create WhatsApp Business account

 Testing and Whatsapp warmup

4. Whatsapp Integration Overview

Customer Centria creates templates in META Portal and configured them in Salesforce
Marketing Cloud, ensuring successful integration and testing.

4.1 Prerequisites Provided by Customer Centria

Customer Centria has provided the necessary prerequisites for integrating Whatsapp with
Salesforce Marketing Cloud. These prerequisites includes both Salesforce and Meta's WhatsApp
Business. Here's a breakdown of the key prerequisites:

1. WhatsApp Business API Setup – Creating WABA

WhatsApp-First Business Messaging uses Meta’s embedded sign-up to add accounts.

The phone number used to send WhatsApp messages can’t be associated with an existing
personal or business WhatsApp account.

To set up your WhatsApp Business account and channel requires access to the Facebook
account associated with your business.
Before adding an account, make sure that your Marketing Cloud Engagement session is
active.

1. In the app switcher, from the Mobile Studio dropdown list, select WhatsApp.
2. Click Add Account.
3. In the Facebook window, log in to the Facebook account associated with your
business.
4. Allow your Salesforce WhatsApp Business account to access your Facebook account
information by clicking Continue.
5. To register and connect your WhatsApp Business account to Salesforce.com,
click Get Started.
6. To share account and billing permissions, click Continue.
7. Create a Meta Business account, or select an existing one.
a. To create an account, select Create new Meta Business Account, and
click Continue.
b. Enter your legal business name, phone number, website URL, and email
address.

Your business phone number can differ from the number that you use to send
WhatsApp messages from.

8. Click Continue.
9. Select Create new WhatsApp Business Account.

Each business unit requires a new WhatsApp Business Account. Business units can’t
share a WhatsApp Business Account.

10. Enter a name for your WhatsApp Business account, and select a time zone.

The time zone is used for billing and analytics.

11. Click Continue. Your information is verified, and your account is set up.
12. Click Continue to Step 2.
13. Enter the WhatsApp display name for your business, and click Continue.
14. Choose a category for your business. Optionally, provide a business description.
15. Click Continue to Step 3.
16. Enter the phone number to use to send WhatsApp messages.

The phone number can’t be associated with an existing personal or business

WhatsApp account.

17. Choose a verification method, and click Send Code.

18. Within 10 minutes, enter the verification code, and click Verify.
19. To complete registration, click OK.

After setup, your WhatsApp Business account appears in the list of connected
accounts as pending. It can take up to 48 hours for Meta to approve an account.

WhatsApp Business account -

 WhatsApp display name – Mahindra eSUVs

Phone number - +919136671353

Official Business Account (OBA):

Steps and Requirements for OBA Approval:

1. Set Up a WhatsApp Business Account (WABA)

 You first need to create a WhatsApp Business Account (WABA) through Meta
Business Manager.
 Ensure that your Meta Business Manager account is fully set up and that your
business details, such as the business name and address, are correctly entered.

2. Submit for Official Business Account (OBA)

 In Meta Business Manager, after creating the WhatsApp Business Account (WABA),
you will have the option to request Official Business Account (OBA) status. This
process can be initiated through the WhatsApp Manager.
 An OBA request is typically made after you've already connected your phone number
and your WhatsApp API access is configured via a BSP (Business Solution Provider).

3. Fulfill WhatsApp OBA Requirements

 To qualify for OBA approval, your business must meet certain criteria set by
WhatsApp, such as:
o Brand recognition: Your brand should be well-known or have a significant
online presence.
o Trustworthy business: You need to ensure your business is reputable,
follows Meta’s commerce and WhatsApp business policies, and is not
involved in any restricted or prohibited industries.
o Consistent online presence: Your business should have a strong, professional
online presence, including an active website and social media profiles.

4. Business Verification

 To gain OBA approval, your business needs to be verified in Meta Business

Manager. This step involves submitting business documents like a business
registration certificate or a tax identification document for Meta to review.
 Once your business is verified, Meta will confirm your eligibility for OBA.

5. Green Badge and Official Verification

 Once approved, your business will receive a green checkmark badge beside its
business name on WhatsApp. This badge is an indication of an official account,
similar to verified badges on other platforms

4.4 Whatsapp Testing and Validation

WhatsApp testing and validation is crucial when integrating WhatsApp (via the
WhatsApp Business API) with platforms like Salesforce, especially to ensure that your
workflows, message templates, and user interactions function smoothly and meet business
requirements. This phase typically involves testing message delivery, template usage, API
connectivity, and user experience before going live.

5. Roles and Responsibilities

Role Responsibility
BEV Team Provided prerequisites for Whatsapp creation and integration.
Creating WABA, Name registration, Getting OBA approved, Whatsapp
Customer Centria
Testing and validation

6. Testing and Quality Assurance

 Testing Scenarios: Various testing scenarios were executed to ensure the correct
functioning of Whatsapp messaging, including successful delivery, proper opt-in, and
compliance with regulations.
 Results: All test cases were passed successfully, confirming the integration was
completed as expected.

7. Whatsapp Test Flow:

1. Prepare Test Data Extension:

 Create a Data Extension with fields for Mobile Number, Subscriber Key, and Locale.
 Populate the Data Extension with test contacts.

2. Create Opt-in for the test data extension:

 Contact builder > Create > Chat Messaging > Select the source file > Configure the
Destination > Configure mapping > Review and Create > Click the play button and
look for email notification after the completion of Import activity

3. Define Whatsapp Message:

 Browse META-approved Whatsapp content in Content box

 Check for Personalization Strings: Insert personalization strings (e.g., %%FirstName
%%) into your Whatsapp content where needed.
 In message configuration select the app channel and Configure the Journey with an
Entry Source that contains a Phone attribute.

4. Send or Schedule:

 Send immediately or Schedule for a later time.

Screen shot of Whatsapp Test

8. Conclusion

The Whatsapp integration with Salesforce Marketing Cloud for the Mahindra BEV
project has been successfully completed. The process involved collaboration between the
BEV team and Customer Centria to ensure the proper registration and configuration of
Whatsapp. The successful testing validates that the Whatsapp functionality is ready for
use within the project.