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Integrate WhatsApp & Salesforce for transformation


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“We’ve moved from digital products and infrastructure to digital distribution and Web strategy to now into more holistic transformations that clearly are based on mobile, social media, digitization, and the power of analytics and we think it’s really a new era requiring new strategies.” – Quote by Saul Berman, Chief Strategist, VP & Global Digital Business Strategy Practice Leader for IBM Global Business Services. 

Divya kumari of Poona is a young and talented home baker residing in the posh environs of Koregaon Park. She bakes delectable treats using the finest ingredients in the market and each offering is a labour of love. Her business was slow despite having a website and social media presence. Mulling over ideas on growing her business, it was her younger brother Dhruv who is a tech geek who suggested that she integrate her WhatsApp business account with a CRM like Salesforce that will reap wonders for her.  By onboarding Salesforce CRM that was customized for her by a vendor, she was able to improve her outreach and marketing, improved client servicing and delight that translated into an increase in orders. She is now a busy bee baker trying to keep pace with the order flow and even employing others to manage the workflow of cakes, muffins and so on. Two ways of communication supported by WhatsApp Customer Care Interactions:

  • Client-led conversations that require a reply within 24 hours. 

  •  Notifications: Business-initiated, pre-approved, texts that can be dispatched anytime. 

The Salesforce editions that support this integration are: 

  • Lightning edition with Digital Engagement add-on SKU.

  • Enterprise, Performance, Unlimited, and Developer editions with service cloud or sales cloud. 

Required User Permissions to enable the same: 

  • To set up WhatsApp Messaging, Configure Messaging permission is needed.  

  • To authorise Whatsapp Messaging, Customise Application, and Manage Auth. Providers permissions are needed.  

  • To view WhatsApp Channels, you require View Setup & Configuration. 

Important information needed to know before integration: 

  • You / brands can use up to 250 phone numbers for WhatsApp on your Facebook Business Manager account, with the permission of WhatsApp.

  • Messages have to maximum of 1600 characters in a given message 

  • Images in messages have to be either in jpeg or png format.

  • No file can exceed the mandated size of 5 MB. 

  • WhatsApp for Business users are not permitted to send stickers, audio files, locations, or contacts using WhatsApp.

  • If a client responds to a particular message, the team will see only the new message the client is sending and cannot view responses to particular messages. 

 Best practices advisory: 

  • Notifications to clients can only be sent 24 hours after the last interaction with the client. This prevents spamming and harassment of the clients / audience. 

  • WhatsApp allows only 10 notification types, each of which is with allowed use cases. These include shipping updates, billing updates, reservations updates, etc. 

  • Do wonders for your business with the integration of two robust digital tools. Let's grow your business together today.

About the Author

Mohit Sharma

Mohit is Practice Lead, 15x Certified Salesforce Consultant, Salesforce trainer, blogger, writer, and full-time husband. With over 8 years of experience implementing Salesforce, and an obsession for innovation, ready to tackle any new project that comes his way.

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