This type of integration involves using a third-party messaging platform (like respond.io) that connects both Salesforce and WhatsApp. The third-party platform acts as a middleman, syncing data between Salesforce and WhatsApp while providing additional messaging functionality.
Here are the pros and cons of directly integrating WhatsApp and Salesforce into a business messaging platform.
Pro
Against
Advanced messaging capabilities including AI agents and no-code automation
Customer data could potentially be out of sync
Omnichannel messaging capabilities
Additional costs involved in subscribing to a messaging platform
Designed to send and receive messages at scale
Potentially more complex setup
The platforms are optimized and built around sending messages
This type of integration is ideal for businesses that want to engage customers across multiple messaging platforms at scale.
Now, let’s see how to setup WhatsApp integration in Salesforce.
Set up WhatsApp integration in Salesforce
In this section, we will cover how you can directly integrate WhatsApp into Salesforce.
1. Go to Setup → Messaging Settings → Click New Channel → Ge dentist data t Started → Select WhatsApp (Enhanced) → Next .|
A screenshot of WhatsApp connection in Salesforce
2. Accept the terms and conditions → Click Next → Connect to WhatsApp .
3. Enter your Facebook login credentials → Follow the instructions to create or select a Meta Business Account and a WhatsApp Business Account.
4. Verify your WhatsApp Business phone number via message or voice call.
A screenshot of WhatsApp text verification
5. After confirming the configuration, click Finish.
If you are using WhatsApp on another platform, you can also connect Salesforce to it. In the next section, we will see how to integrate Salesforce and WhatsApp into respond.io, an AI-powered customer conversation management platform.