BlogSalesforce Marketing CloudWhatsApp Integration with Salesforce Marketing Cloud

March 11, 20217 Mins Read
Whatsapp Integration with Salesforce Marketing Cloud
Whatsapp Integration with Salesforce Marketing Cloud


 Salesforce lately introduced one among its lengthy-expected integrations: WhatsApp- Salesforce Marketing Cloud Integration. Brands now have even greater approaches to speak with their clients to provide a more excellent complete experience.

Salesforce and Whatsapp gave us the coolest information that the world’s Number 1 CRM has professional authorization from Facebook to provide its clients with the cap potential to speak with clients about the usage of their messaging app. The flow turns Salesforce into one of the first international establishments to allow this integration that has long been on the wish list for plenty of brands. But what offers WhatsApp such potential? 

With greater than 1.6 billion customers in 180 countries, many corporations have seen WhatsApp as a vital piece in their marketing, purchaser loyalty, and customer support strategies. 

Whatsapp Integration with Salesforce Marketing Cloud

With 1.6 billion monthly lively users, WhatsApp is the most famous worldwide intuitive messaging app. Your clients are watching for your business to head, stay on WhatsApp, and bridge the distance. Virtually.

 WhatsApp Messaging Feature within Salesforce

Step 1: Setup & Consent

As part of step 1, customers must begin getting a WhatsApp account configured at the Facebook enterprise supervisor and get it related to your Salesforce org.

You have to start sending an email to WhatsApp specified email deal with your Salesforce org, Facebook enterprise supervisor account, and other agency info. When the setup has been designed through WhatsApp, customers can see WhatsApp as a station decision inside the connected Salesforce organization by alluding to “Message settings” in the Quick discovery box. 

 Step 2: Notification Template for WhatsApp

Before accomplishing a degree in which corporations can ship communications on WhatsApp, the message templates must be authorized with the aid of using WhatsApp.

Businesses must ship an email with the Salesforce example related to WhatsApp, the messaging template they would love to use, their deliberate content, languages to be used, etc. Once the message templates have been authorized, customers can become aware of the template to enter “Messaging Template” within the short discovery box. 

This method is the convenience of allowing a connection and similarly automating it the use of Salesforce procedure automation and Einstein features. However, companies may not use previously worked upon WhatsApp and Salesforce integration use examples pertinent to them.

 Marketing Cloud WhatsApp Chat Messaging

Use Salesforce Marketing Cloud WhatsApp Chat Messaging to extend your Omni-channel commitment. With this integration, you can profit from the total force of the Marketing Cloud platform. Use Contact Builder to deal with your crowd. Utilize Content Builder for content generation, preview, and personalization. Use Journey Builder to send your clients messages as a component of a client venture.

WhatsApp urges its clients to work with an authority WhatsApp arrangement supplier to utilize WhatsApp Business API. So Marketing Cloud is partnering with Sinch, an official WhatsApp partner, to assist you with WhatsApp account and channel creation and layout message endorsements. The Chat Messaging Setup app from Sinch is integrated into the Marketing Cloud App exchange and provides a solution to customers without leaving Marketing Cloud.

 Prerequisites and Important Information for WhatsApp Users
  • Customer Opt-In: – WhatsApp requires that your brand has express select in from clients to send template messages. Also, to have the option to send WhatsApp messages to selected clients, brands should store and deal with their pick in data. On the off chance that clients feel like they didn’t select in to get messages, they can impede or report a business. Client feedback signals like these are contributions to a business’ quality score. WhatsApp can likewise responsively assess a business’ pick in streams to flag policy violations, including client feedback.

  • WhatsApp Message Types and Use Cases: – You can send two types of WhatsApp messages: Template and Session.
  • Get Started with WhatsApp Chat Messaging: – Follow these steps to start chatting with your customers.
  • Create Your WhatsApp Business Account: – To send WhatsApp messages, you need a WhatsApp Business Account. To see the accessible and used stock-keeping units (SKUs) for your record, check the right-hand side of the AppExchange screen.
  • Create Your WhatsApp Channels: – When your WhatsApp Business account is approved, then you go to the onboarded Accounts section to see your account. After this,you can create your WhatsApp channels.
  • Create Your WhatsApp Template Messages for Approval: – Now you can create templates for WhatsApp transactional messages. Template messages must be approved before you can start sending.
  • Create Your WhatsApp Audiences: – Build your audience for WhatsApp Chat Messages in Contact Builder.
  • Personalize Your WhatsApp Template Messages: – Now that your template message is approved, you can personalize your messages using Content Builder.
  • Send WhatsApp Template Messages in Journey Builder: – Now that you personalized your template messages, use Journey Builder to start sending.
  • Create Default WhatsApp Session Messages: – In WhatsApp Administration, you can create a default Session message to respond to your users.
  • Personalize Your WhatsApp Session Messages: – Use Content Builder to create session messages to respond to user-initiated conversations. Session messages are free-form messages and don’t need approval.
  • Send WhatsApp Session Messages in Journey Builder: – Now that you personalized your session messages, use Journey Builder to start sending.
  • WhatsApp Chat Message Analytics: – After you activate your journey, you can view your WhatsApp Chat Message performance.
  • Create a Chat Messaging Data Extract: – Use Automation Studio and Contact Builder to create Chat Messaging Data Extracts and learn more about your message metrics.


WhatApp Integration with Other Clouds

Salesforce to WhatsApp Integration is the brand new supported function via Salesforce release recently. You could have your clients talk together and help dealers using WhatsApp for Messaging, and your dealers can respond from their Salesforce Service Console. WhatsApp is utilized by billions of people in nearly all nations of the world. Considering this, many Salesforce clients are making plans to enforce this newly launched function.

Businesses would now be able to set up WhatsApp as another customer service channel. This new usefulness enables customer service agents to converse with customers over WhatsApp similarly as they could through email, via phone, text (SMS) messages, or Facebook Messenger. Brands can likewise convey a progression of pre-endorsed warnings. 

In a try to open up for enterprise communications at the same time as now no longer turning into a supply of regular promotional content material, WhatsApp permits the following types of communications through Salesforce:

  • Customer care interactions: This is wherein a consumer will attain out to enterprise through WhatsApp to address their needs/troubles. The requests dispatched through clients are then assigned to applicable sellers within the Service Cloud console. Businesses can, besides, benefit from automating the reaction through the usage of Salesforce Einstein.
  • Pre-authorized notifications: This is wherein corporations have consent from clients to provoke WhatsApp messaging for transactional content material like charge confirmation, order status, enterprise updates, order cancellation updates, etc.
Whatsapp Integration with Other Cloud Sample Use-Case

Customer provider transformation with Einstein, WhatsApp, and Service Cloud.

Einstein Bots may be deployed for WhatsApp to permit computerized patron interactions like auto-reaction to issues, provider request automation, facts gathering, first-degree problem triage, link/understanding article distribution, and greater. Because Einstein Bots are related to CRM statistics and procedures and powered by using device studying and herbal language processing, they analyze your enterprise and get smarter over time.

Here is an example of how you may create an automatic customer support adventure with Salesforce and WhatsApp integration leveraging Salesforce Einstein and Service Cloud. Once you’ve enabled WhatsApp in your Service Cloud, the subsequent step is to create an Einstein chat/voice bot for patron intents and upload WhatsApp as a channel for the bot.

The bot may be designed to behave on recognized patron problem intents and reply with suitable resolutions.

 Salesforce AppExchange

A few apps to be had on Salesforce AppExchange may be leveraged with the aid of using groups to set up a Salesforce and WhatsApp integration. In a count of hours, you’ll be capable of setting up and configuring a few simple use instances to use those apps.

 Establish API integration

If your enterprise case for setting up a connection between Salesforce and WhatsApp is complicated, you may strive for Salesforce and WhatsApp integration with the use of REST/SOAP APIs. Many API libraries have to attach WhatsApp with packages that may be leveraged to use customers to set up a connection from scratch.

Though noticeably time-ingesting and much less flexible, this answer can be useful if the character of you want calls for use instances particular on your business enterprise or if there are safety worries to be adhered to. That can also be a cost-powerful manner if you don’t foresee many adjustments to your destiny requirements.



Hence, using Whatsapp Integration with Salesforce Marketing Cloud improves customer service by turning customer service over WhatsApp into reality. So, businesses will now have more ways to communicate with their customers in a much more comfortable and preferred form, enhancing the customer experience. 

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