Integrating Salesforce and WhatsApp for Superior Customer Service

The synergy between Salesforce and WhatsApp presents a remarkable opportunity to elevate customer service channels. As the world's leading messaging application, WhatsApp seamlessly merges with Salesforce, the forefront of CRM solutions. This integration yields a potent amalgamation, magnifying the inherent advantages of both platforms.

By interweaving WhatsApp with Salesforce, businesses can anticipate a surge in customer satisfaction metrics, while concurrently bolstering their reputation and engendering brand loyalty. Notably, the strategic affiliation between Facebook, the parent company of WhatsApp, and Salesforce has paved the way for WhatsApp's evolution into a robust Customer Service Channel.

A cornerstone of this amalgamation is the Salesforce WhatsApp integration—a purposeful solution engineered to craft a omnichannel experience for users. Our latest blog post delves into the realms of Salesforce and WhatsApp, elucidating the diverse customer service avenues they jointly empower.

Prepare to embark on a journey that acquaints you with the prerequisites for this integration and furnishes you with a comprehensive, step-by-step guide. Furthermore, the post sheds light on pivotal considerations that warrant attention during the seamless convergence of Salesforce and WhatsApp. Your voyage towards revolutionized customer service begins here.

Empowering Digital Engagement: WhatsApp Takes the Lead

With an impressive user base exceeding 2 billion worldwide, WhatsApp has secured its position as the premier Digital Engagement channel. This platform offers a dependable avenue for customer interaction, underscored by its end-to-end encryption capabilities. Elevate your engagement strategies to new heights by harnessing the potential of WhatsApp. Among companies employing omnichannel approaches, WhatsApp has emerged as a stalwart customer service channel. Its real-time, personalized responses aptly cater to current customer expectations.

WhatsApp's ubiquity as a global messaging app streamlines its utilization for business communication, simplifying your outreach efforts. Capitalize on this platform to effortlessly convey text messages, images, and PDFs to your audience.

Key Attributes of WhatsApp

1. Unrivaled Monthly Active Users: WhatsApp boasts the highest monthly active user count among all messaging apps.

2. Team Inbox Advantage: Opting for WhatsApp in your business equips you with a team inbox, directing customer chats to multiple support agents for enhanced efficiency.

3. Chatbot Capabilities: Utilize chatbot templates to enhance WhatsApp customer support, expanding your business's horizons through automated responses.

4. Seamless API Integration: Leveraging WhatsApp's readily available business API facilitates third-party integration, including CRM and Salesforce. Consolidate customer data seamlessly, enabling improved customer service.

5. Enriched Media Support: Elevate customer engagement by incorporating rich media content like images, videos, emojis, and documents. Create product and service catalogs to showcase offerings in a dynamic manner.

Enhancing Customer Support with Salesforce and WhatsApp

Elevating customer service is a pivotal factor in fortifying the sales and marketing of products and services. The value of providing comprehensive support both before and after purchase cannot be overstated. This practice not only fosters customer retention but also propels business growth. Amidst a myriad of customer service channels, the reach remains limited.

Incorporating WhatsApp into your customer service repertoire simplifies processes and expands your outreach to a vast clientele.

Customer service agents who traditionally employed email, phone calls, text, or Facebook Messenger for communication now have WhatsApp as a pivotal addition. WhatsApp ensures a judicious approach to customer interactions by curbing spam and refraining from supporting promotional messages or extensive, recurring notifications. Essential to this approach is obtaining customer consent, typically through email or text messages, before initiating outbound notifications.

WhatsApp-driven customer service encompasses two primary message categories:

1. Customer-Initiated Conversations: These conversations commence when customers initiate contact with your business. Upon initiating contact, customers are greeted—either through an Einstein Bot or via Omnichannel routing to a customer service agent. Service agents gain direct insight into customer queries within the Service Cloud Console. Employing WhatsApp notifications and channels necessitates investing in an additional outbound messaging SKU and a Digital Engagement SKU.

2.Company-Initiated Outbound Notifications: These templated messages, pre-approved by WhatsApp, enable businesses to send notifications post review and approval. Tailored to each country and language, these notifications can be dispatched after customer consent. Subsequent responses to outbound notifications enable customers to continue conversing within the same WhatsApp thread, engaging with a customer service agent seamlessly.

Essential Prerequisites for Integrating Salesforce with WhatsApp

For the seamless integration of Salesforce with WhatsApp, the following prerequisites on the Salesforce side are crucial:

1. A valid Salesforce account is imperative as a starting point.

2. Your Salesforce setup should encompass either the Lightning Experience or Salesforce Classic, ideally within the Enterprise, Performance, Unlimited, or Developer editions.

3. To facilitate this integration, make sure you possess licenses for Digital Engagement, Service Cloud, and Chat users.

Prerequisites for WhatsApp User Permissions

1. Obtain an approved WhatsApp Business account and ensure its affiliation with a verified Facebook Business Manager account.

2. Acquire the requisite permissions to configure messaging settings as part of the integration process.

3. Authorization from the provider is necessary for configuring the WhatsApp Messaging Customize Application feature.

4. Additionally, having 'View Setup' permissions is vital and should be configured to enable visibility of WhatsApp Channels within your Salesforce environment.

Process of Integrating Salesforce with WhatsApp

The journey of integrating Salesforce with WhatsApp comprises the following sequential stages:

Step 1: Commence by establishing your WhatsApp account within the Facebook Business Manager ecosystem. Initiate this process by sending an email to

In the email's subject line, specify "WhatsApp Number Setup." Within the email body, provide the subsequent details:

  • Salesforce Org ID
  • Facebook Business Manager ID
  • Name associated with your Facebook Business Manager ID
  • Your WhatsApp number, accompanied by your name, email, and phone number (clarify whether it's a cellphone or landline number)
  • Indicate the desired company name for WhatsApp display, along with pertinent company description, logo, and website URL.

Step 2: Proceed to access your WhatsApp channel by accessing the Lightning Service settings within your Salesforce platform.

Step 3: Within the Lightning Experience Settings, navigate to the service setup to access your WhatsApp channel.

Step 4: Once on this page, a comprehensive overview of enabled channels is readily accessible to administrators, and the option to add new channels is available.

Step 5: Implement the WhatsApp integration process through a guided flow facilitated by Lightning setup. Admin users initiate the process by selecting the setup of a new WhatsApp channel.

Step 6: Following the activation of WhatsApp, a series of additional steps are required to establish the connection between Salesforce and your Facebook Business Manager account. With these steps completed, you are poised to seamlessly employ WhatsApp as an integral customer service channel.

Factors to Keep in Mind During Salesforce WhatsApp Integration

When undertaking the integration of WhatsApp with Salesforce, it's imperative to consider the following aspects:

1. Phone Number Limitation: WhatsApp integration through your Facebook Business Manager account permits the utilization of up to 250 phone numbers. However, this allowance is contingent upon WhatsApp's approval.

2. Message Length Constraint: Messages sent within this integration have a maximum character limit of 1600 characters.

3. Supported Image Formats: The integration supports image files in .png, .jpeg, and .jpg formats.

4. File Size Limitation: The size of files sent through this integration must not exceed 5 MB.

5. Restricted File Types: Notably, certain file types cannot be transmitted via WhatsApp integration, including stickers, audio files, location data, and contact information.

6. Absence of Specific Content: While leveraging this integration, bear in mind that sending stickers, audio files, locations, or contacts via WhatsApp is not feasible.

7. Message Reply Visibility: A notable consideration is that replies to specific messages won't be visible. When a customer responds to a particular message, agents will solely have access to the new message sent by the customer.