Salesforce and WhatsApp Integration: All You Need To Know

Urmi Shah

Urmi Shah

Senior editor

Parul Saxena

Chief editor

Last updated: August 25, 2021


The wait is over! Salesforce has recently announced one of its most long-anticipated integrations with WhatsApp. Now, brands will have more ways to communicate with their customers and offer an immersive experience.

Salesforce and WhatsApp integration has made the latter one of the first global enterprises to offer such a feature that has been on the wishlist of many brands.

But, what gives WhatsApp such great potential? With 1.6 billion+ users in 180 countries, firms see it as an essential medium for marketing, executing customer service strategies, and achieving a customer loyalty system. So, let us see how it will boost customer service.

Looking for WhatsApp Marketing Software? Check out SoftwareSuggest’s list of the best WhatsApp Marketing Software.

Salesforce and WhatsApp Will Boost Customer Service

Salesforce took advantage of its Spring Release and announced that customers can now set up WhatsApp as another customer service channel. Now, agents can easily talk to customers over WhatsApp marketing guide. Before, WhatsApp integration customers could talk to Salesforce agents via email, Facebook Messenger, or live chat. 

Wait, there is more to it!

Salesforce-WhatsApp integration will also let brands send out a series of pre-approved notifications. As per Salesforce, this change will apply to enterprise, performance, unlimited, and developer editions. Also, you will need a Facebook Business Manager account to activate the integration.

WhatsApp Salesforce Connector 

You must be clear that the goal of this integration is to serve customers better and provide them with a channel when they need it. Thus, you won’t be able to deploy large-scale marketing automation tools campaigns or increase traffic from WhatsApp.

However, you will be able to communicate with customers when they request it. In addition, you will have access to templates that you can customize to provide better services to customers. These measures will prevent WhatsApp from becoming a promotional and sales messaging platform. 

To ensure that the protocols are followed, brands can carry out conversations with users in two ways:

1. Customer-Company Communication Over WhatsApp

 If a customer wants to contact you directly over WhatsApp, your service agents will be able to do so via the Service Cloud Console. Moreover, they will also be able to automate a series of messages. 

2. Company-Client Communication Over WhatsApp

As an enterprise, you will be able to start conversations with customers on WhatsApp using pre-approved notifications.

Salesforce customers require prior approval for their messages. You can create up to 250 templates, and WhatsApp will review them for a max period of 4 business days. Once approved, you will be able to upload the notifications on Salesforce.

How to Connect WhatsApp to Salesforce?

Before you integrate WhatsApp with Salesforce, here are some parameters you will need to fulfill. 

  • Get access to Lightning Experience or Salesforce Classic in the Enterprise, Performance, Unlimited, or Developer editions.
  • Have a digital Engagement, chat user license, and the ability to use the service cloud. 
  • Last but not least, have an approved WhatsApp Business account and a verified Facebook Business Manager account. 

1. Set up your WhatsApp account 

All you need to do is send an email to “WhatsAppEnablement@salesforce.com” and add the subject as “WhatsApp Number Setup.” Besides, that make sure you include the following information in the body of your message: 

  • Name added on your Facebook Business Manager ID 
  • Salesforce Org ID
  • Facebook Business Manager ID
  • Your WhatsApp number 
  • Name and email address 
  • The company name you want to add on WhatsApp
  • Company description, logo, and website URL

2. Accessing WhatsApp

Now, you need to type “Messaging” in the search bar and select “Messaging Settings.” Once you go into “Channels,” you will automatically see WhatsApp.

Customer Support Automation with Einstein Bots

Another exciting aspect of Salesforce WhatsApp integration is that it will offer Einstein bots for top WhatsApp marketing tools. As a result, brands will be able to automate messages on WhatsApp just like they do on Facebook Messenger or via standard text (SMS) messages. 

Einstein Bots has been designed by administering bots that help customer service teams manage complaints and customer queries. This can help you answer commonly asked questions or free up agents to work on more complex cases. 

But, to use Einstein Bots, you will need to have your company’s WhatsApp within Einstein bots. Once you do that, go to the main “Bot Builder” page, click on “Add” in the “Channel Menu,” and then select WhatsApp as the channel. 

Using this functionality, you will be able to automate specific answers and help users before they speak to an agent. Moreover, customers will be able to make queries over WhatsApp while receiving automated responses in real-time. This will help save time for both your clients and customer support teams. 

With customers spending more time on their smartphones, Salesforce WhatsApp integration will be a boon for medium-sized and large corporations. 

Some of the benefits of using WhatsApp with Salesforce include: 

  • Get real-time access to data
  • Leverage the power of performance analytics. 
  • Get the history of communications and contact center agent traceability. 
  • Enjoy enhanced efficiency and boost productivity. 

Wrapping Up 

Salesforce Whatsapp Integration is all about boosting relevant communications without the risk of turning them into spam. With customer service now a whole lot easier, the only question left to answer is: Do you want to open up this channel with 1.6 billion customers? 

Go ahead and take that leap of faith and establish solid customer relations! 

Urmi Shah
Urmi specializes in writing long-form actionable insights for the SaaS domain. She has been creating content that translates the brand stories and their expertise for 3+ years. Her content empowers businesses to build and engage with communities and develop better visibility. When not scribbling, she explores the new tools and technologies in the industry.

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