The installation and initial configuration are done by the Treble team together with you. This page explains what the integration does and what you can expect from it; the step-by-step installation is not yet documented here.If you’re interested, write to your Customer Success Manager.
What it’s for
The activity appears in Journey Builder in the messages category, alongside the others, and it’s simply called Treble. It’s useful when your audience and your campaign logic already live in Marketing Cloud —in a Data Extension and a journey— and you want to add WhatsApp as one more channel, without taking people out of that journey or maintaining lists in two places. Typical cases:- A welcome journey that sends an email and, if there’s no open within X days, continues via WhatsApp.
- A renewal campaign where the WhatsApp step opens an automated conversation that can resolve questions and hand off to an advisor.
- An appointment reminder via WhatsApp triggered from the same journey that already handles the rest of the communication.
What gets configured in the step
When you add the activity to the journey and open it, you define two things:
The destination phone isn’t configured: the activity uses the mobile number of the journey contact, the one that comes from your Data Extension.
The most useful part: Data Extension data travels to the conversation
All the columns of your Data Extension are automatically passed to the Treble conversation as variables.There’s no need to map them one by one: the activity reads the schema of the Data Extension that feeds the journey and sends each column with its name.
nombre, plan or fecha_vencimiento, those values reach the conversation and you can use them in messages, in flow conditions, or write them back to Salesforce.
It’s the main difference from the Sales Cloud automation flow package, which only sends the phone and which campaign to launch, with no additional data.If you need the message to go out personalized with CRM data from the first send, the Marketing Cloud path is the one that allows it directly.
What to keep in mind
Information doesn't flow back to Marketing Cloud
Information doesn't flow back to Marketing Cloud
The Treble step doesn’t return data to the journey. Marketing Cloud doesn’t find out what the person replied, and you can’t branch the journey based on the outcome of the conversation.What you can do is have the conversation write to Sales Cloud, with Treble’s CRM blocks. That’s the way to keep a record of what happened on WhatsApp.
Write to Salesforce from a conversation
The step runs once per contact
The step runs once per contact
Each contact that passes through that point of the journey triggers a conversation. If a contact enters the journey twice, it’s launched twice.
The contact needs a valid mobile number
The contact needs a valid mobile number
If the Data Extension doesn’t include a number for that contact, or the number isn’t valid, the step can’t start the conversation.It’s worth filtering the audience before the WhatsApp step, just as you would with an SMS step.
Normal WhatsApp rules apply
Normal WhatsApp rules apply
Starting a conversation from a journey is an outbound send like any other: it needs a template approved by Meta and is subject to the same consent and 24-hour window rules.
Next steps
Launch from Sales Cloud
The alternative when your automation lives in Sales Cloud and not in Marketing Cloud.
Write to Salesforce
How to keep a record in the CRM of what happened in the conversation.