Salesforce WhatsApp Integration opened a new channel for businesses to provide a more engaging customer experience. The agreement between Salesforce and Facebook has allowed WhatsApp to be used as a customer service channel enabling businesses to create an integrated, connected omnichannel experience for its users.

In this blog today, we will share the steps to integrate WhatsApp with Salesforce. But before that, lets’ take a glance at the prerequisites for Salesforce WhatsApp Integration.

  • Must have Lightning Experience or Salesforce Classic in the Enterprise, Performance, Unlimited, or Developer editions.
  • Must have Digital Engagement, Service Cloud, and Chat user licenses.

So, let’s now move ahead to the steps to integrate WhatsApp with Salesforce!

Steps involved in Salesforce WhatsApp Integration

Step 1: First, you need to set up your WhatsApp account on Facebook Business Manager.

Follow the below steps to set up your WhatsApp Account on Facebook Business Manager

Step 1: Send an Email to WhatsAppEnablement@salesforce.com

Step 2: Write the subject in Email WhatsApp Number Setup.

Step 3: The Body of the Email should provide the following information.

  1. Salesforce Org ID.
  2. Facebook Business Manager ID
  3. Name attached With your Business manager ID
  4. WhatsApp Number, your Name, Email, and Phone Number (any other Number).
  5. Mention the company name you want to see on WhatsApp with the company description, logo, and website URL.

Step 2: Go to Setup, enter Messaging in the Quick Find box, and select Messaging Settings.

Step 3: Enable Messaging

Step 4: Once the button has been enabled there, two buttons will be visible below on the same page.

Step 5: Click on New Channel and create the channel

Step 6: Click Start and choose WhatsApp and then click Next

Step 7: Follow a few more additional steps

Once WhatsApp is turned on, you need to do a few additional steps to connect Salesforce to your Facebook business management account. You are all set to use WhatsApp as a customer service channel.

Conclusion

Wrapping up, we hope the blog provided the solution you needed to integrate your WhatsApp with Salesforce. We will be back with another interesting Salesforce development solution soon! Till then, stay connected, and do not forget to share your feedback with us when you try the solution!

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