Salesforce whatsapp integration, Send text from whatsapp

Whatsapp—a messaging app trusted by over 2 billion people across 180 countries. What if it gets integrated with the world’s #1 CRM system? You can leverage WhatsApp’s international reach to communicate more effectively with prospects worldwide.

The integration offers visibility of WhatsApp conversations within your CRM, letting you engage with customers at their convenience. You don’t even need to choose between WhatsApp or WhatsApp Business App.

You can sync conversations from any of these to your CRM and enjoy a 360-degree view of customer interaction. Learn more with this guide on how to integrate Salesforce and send text from WhatsApp.

Pre-requisites for Salesforce WhatsApp Integration

You may not reap the most out of Salesforce WhatsApp integration if not considering these essentials. Make sure to meet the requirements for a seamless transition to an enhanced customer experience.

Salesforce Requirements

• A Salesforce account.
• Salesforce Classic or Lightning in the Enterprise, Unlimited, Performance, or Developer editions.
• Digital Engagement, Service Cloud, and License for Chat User

WhatsApp Requirements

• An approved WhatsApp Business account.
• A verified Facebook Business Manager account.
• Authority to configure messaging.
• Permission to run WhatsApp Messaging Customize Application.
• Setting up and configuration of View Setup.

How to Integrate Salesforce with WhatsApp

Here is a breakdown of all the steps, letting you seamlessly connect Salesforce with WhatsApp. Upon conducting these steps, you can set auto-responses for customers on their preferred platform.

Set up Salesforce Messaging

• On your Salesforce, tap Setup.
• Click on the Search bar, type Messaging, and then click on Messaging Settings.
• Hit Edit.
• Choose Enable Messaging.
• Finally, just choose Save.

Integrating Salesforce with WhatsApp.

• Again, access your Salesforce CRM.
• Navigate to the Messaging Settings.
• Select WhatsApp as the New Channel.
• Provide the Phone Number that will be used for this WhatsApp Business Account.
• Copy or note the generated Webhook URL. (This URL will be used with API during data exchange.)

Enable Data Exchange Between Salesforce and WhatsApp

• Now, move to your WhatsApp Business Account.
• Select API settings.
• Paste the Salesforce Webhook URL you copied/noted in the previous step.
• Wait till the syncing is done.
• Finally, your Salesforce is all set to get messages from WhatsApp. 

Setting Up Triggers

• In Salesforce, move towards the Setup Menu.
• Click on the Search bar, type Workflow Rules and select it.
• Choose a New Rule.
• Now, select Lead or Contact. (Ensure you opt for the object associated with your workflow).
• From Define Rule Criteria, configure the conditions under which you will send triggers. For instance, you can select ‘When a record is created’ to shoot texts when getting new leads.
• Head towards the Immediate or Time-dependent Actions. From there, select whether you want to send messages instantly or after a defined time. For instance, you can pick Immediate for instant response to customers asking general queries. Besides, you can set time-dependent actions as reminders to your customers.
• Hover your mouse towards Action.
• Under Actions, choose Send Outbound Message to trigger a WhatsApp message.

Crafting Auto-responses

• Access Salesforce and go to the Setup Menu again.
• Type Auto-response Rules and click on it when it appears.
• Choose the Object Type, i.e., Lead or Contact.
• Tap New Rule, and at this stage, define Criteria, just as you did in the previous step. (For instance, here you can choose ‘respond to any new query’ received via WhatsApp)
• Now that the Rule is defined, select or craft a new Email Template. (This template will be used as your WhatsApp auto-response when a common query gets raised. So, ensure that it is engaging and relevant.)
• Just activate the Ensure that triggers and auto-responses are set correctly for enhanced customer satisfaction. .
• Ensure that triggers and auto-responses are set correctly for enhanced customer satisfaction.

Benefits of Integrating Salesforce with WhatsApp

Not just stimulated customer experience, here are other benefits you will have after a successful Salesforce WhatsApp integration.

Centralized Customer Data Management

With Salesforce WhatsApp integration, businesses get centralized access to customer data—eliminating the need to rely on other tools. From the same place, they can access relevant details and information on customers’ preferences and interactions. Thus anticipating their need to deliver better personalized service.

Enhanced Data and Analytics

Salesforce records every interaction with customers via WhatsApp. Therein, the CRM system analyzes response rates, customer engagement, and effectiveness of communication. Additionally, it generates valuable reports for businesses, enabling them to fine-tune their strategies.

Integration with Salesforce Workflow

Businesses no longer need to worry about manually transferring messages into the current Salesforce workflow. It is done automatically, all thanks to the Salesforce WhatsApp integration. The synchronization allows consistency in other communication channels, too, letting you minimize human errors.

Automated Notifications and Messaging

It will become extremely seamless and convenient to automate customer-company interaction once Salesforce gets successfully integrated with WhatsApp. You can send appointment reminders, automated notifications, and real-time updates, all while using the same platform.

Seamless Customer Communication

WhatsApp, being a popular and global messaging platform, allows businesses to connect and communicate with customers on their preferred channel. Consumers are not required to search for and look for services and products they like. Everything comes at their doors, bringing convenience like never before.

AI-powered Responses

Upon leveraging Salesforce’s Einstein, businesses can easily automate responses to frequently asked questions. This way, they can minimize the time spent manually crafting compelling messages, thus reducing response time. Ultimately, it leads to enhanced customer satisfaction and engagement.

Relevant Use Cases for Salesforce WhatsApp Integration

Dive into and learn how Salesforce WhatsApp integration is used across numerous industries to drive seamless service continuity.

Customer Service and Support

WhatsApp allows businesses to connect with customers in real-time and introduce them to specific products and services. These conversations are stored and tracked frequently, leading to seamless service continuity.

Event Reminders and Notifications

Automated reminders and notifications can be sent to each customer to keep them informed about the sales campaign and event.

Order and Delivery Updates

eCommerce companies inform users about shipping updates, order confirmations, and delivery alerts, letting them enhance customer experience throughout the purchase process. 

Sales and Lead Generation

The sales team uses Salesforce WhatsApp integration to communicate and engage with prospects. This helps them monitor lead interactions and manage follow-ups efficiently.

Best Practices for Successful WhatsApp Salesforce Integration

Choose the Right Integration Partner

Consider taking technical support from a partner with experience and expertise in integrating Salesforce with WhatsApp. Girikon is recognized and trusted worldwide for its successful project implementation. With their assistance, you can make the most out of Salesforce and WhatsApp. 

Define Roles and Permission

Not just anyone else but ensure that only the authorized person can access the contact’s information. If you want a specific team to be able to view records, you must provide them with the relevant permission. By restricting access based on roles and permissions, you can mitigate the risk of data breaches and unauthorized access.

Test the Integration

It’s essential to test the performance before going live with the integration. This way, you will identify issues like data flow, interface mismatches, and network communication protocols causing system failures. Upon detecting such issues, you can initiate troubleshooting and smoothly send text from WhatsApp.

Conduct Training Program

Provide training for team members who face problems while navigating the complexities of the software. As well-trained employees are less likely to make mistakes, ensure that they perform tasks more efficiently without being overwhelmed.

Essential Consideration to Ensure After Salesforce WhatsApp Integration

• You cannot send a message beyond 1600 characters.
• The file size should not exceed 5 MB.
• Supported image formats are .png, .jpg, .jpeg, etc.
• The platform does not allow you to send locations, audio files, stickers, or contacts. 
• You may have a problem while viewing replies to specific messages
• With WhatsApp’s approval, you can use up to 250 phone numbers on your Facebook Business Manager account.

Conclusion!

Salesforce WhatsApp integration is what businesses need today to deliver superior customer services. However, that’s not the only thing. You also must have the support of the best Salesforce consulting firm because it requires the craftsmanship to join the pieces together.

Even though you have technical knowledge, there is the possibility of getting trapped in the middle of the procedure. That’s where these consultants help. Not only do they create the best solution out of these platforms, but they also enable training programs for your team to run the system seamlessly.

So, start integrating WhatsApp with Salesforce and make your conversation contextually rich and focused.