How do I integrate Salesforce with WhatsApp?

Connect your Salesforce account with AnswerForMe in minutes using our no-code integration. No technical knowledge required.

Is the integration secure?

Yes, all our integrations use OAuth 2.0 and end-to-end encryption. Your data is protected with the highest security standards.

Salesforce Integration with WhatsApp Business

Integrate Salesforce with AnswerForMe to unify WhatsApp with the world's most powerful CRM and automate enterprise-grade sales and support. With over 2,000 organizations in LATAM using this integration, you connect the complete Salesforce ecosystem (Sales Cloud, Service Cloud, Einstein AI) with WhatsApp Business API, creating a unified operations center where every WhatsApp conversation is logged as an activity in Salesforce, every lead is automatically qualified, every opportunity is updated in real-time, and every support case is managed with enterprise-grade workflows that ensure compliance and SLAs.

Create Free Account Talk to sales

Benefits

Native integration with Salesforce Sales Cloud: complete synchronization of Accounts, Contacts, Leads, and Opportunities with custom field mapping, assignment rules, validation rules, and all your org's business logic preserved without need for external middleware

Automatic object creation from WhatsApp: when a new contact writes via WhatsApp, automatically creates a Lead (if new) or updates existing Contact (if already in Salesforce), with intelligent duplicate detection using Salesforce matching rules

Bidirectional Opportunity synchronization: stage changes in Salesforce trigger automatic WhatsApp messages ('your proposal was approved'), and WhatsApp responses update Opportunity fields ('customer confirmed interest' → Next Steps automatically updated)

Complete Service Cloud integration: every WhatsApp inquiry automatically creates a Case in Service Cloud with Skills-Based Routing, Omni-Channel routing, and full respect for Entitlements and SLAs to meet service level agreements

Conversation logging in Activity History: all WhatsApp messages saved as Tasks or Custom Activities in Salesforce with timestamp, direction (inbound/outbound), content, and sentiment analysis for complete traceability and compliance

Einstein AI combined with AnswerForMe AI: Einstein Lead Scoring automatically enriches WhatsApp leads with predictive score, Einstein Next Best Action suggests what to say via WhatsApp based on customer behavior, and AnswerForMe executes those actions automatically

Native Workflows and Process Builder: automatically triggers Salesforce processes when WhatsApp messages arrive (e.g., message with word 'urgent' → escalate Case to manager, message with 'buy' → automatically create Opportunity)

Unified reports and dashboards in Salesforce: create dashboards combining WhatsApp metrics (response time, conversion rate, messages per day) with sales metrics (pipeline value, win rate, cycle length) using native Salesforce Report Types

Support for custom objects and custom fields: map any custom object from your Salesforce org with WhatsApp data, create relationships between objects, and use existing formulas/validation rules without needing re-engineering

Multi-org and multi-currency support: connect multiple Salesforce orgs (one per country/region), respect multi-currency configurations for international quotes, and manage territories with different sales teams by geography

How to Get Started

Install AnswerForMe app from Salesforce AppExchange

Go to AppExchange (appexchange.salesforce.com), search 'AnswerForMe', and click 'Get It Now'. Choose whether to install in production or sandbox. During installation, grant permissions for AnswerForMe to access Accounts, Contacts, Leads, Opportunities, Cases, and Activities. Installation takes ~3 minutes and requires no development work.

Connect your Salesforce org with WhatsApp Business API

From the AnswerForMe app installed in Salesforce, go to Setup > AnswerForMe Config > Connect WhatsApp. Authorize your WhatsApp Business API number. Connection uses secure OAuth2 and completes in seconds. Verify status shows 'Connected' with green checkmark.

Configure object and custom field mapping

Define which Salesforce objects to sync: Leads (for new contacts), Contacts/Accounts (for existing customers), Opportunities (for sales pipeline), Cases (for support). Map fields: WhatsApp number → Phone, AI-detected name → First Name/Last Name, mentioned company → Company/Account Name, etc. You can map custom fields like 'Product_Interest__c' or 'Monthly_Budget__c'.

Set assignment and automatic routing rules

Configure Assignment Rules: Who receives WhatsApp leads? Use Round Robin among sales reps, Territory-based assignment by country/region, or existing Salesforce Lead Assignment Rules. For Service Cloud, configure Omni-Channel routing so WhatsApp Cases are assigned based on agent availability and skills.

Create automatic workflows with Process Builder/Flow

Configure automations: when WhatsApp Lead reaches certain score → assign to Account Executive, when WhatsApp Case remains unanswered 1h → escalate to supervisor, when Opportunity changes to 'Closed Won' → send welcome message via WhatsApp. Use visual Process Builder or Salesforce Flow for complex logic without code.

Configure WhatsApp dashboards and reports in Salesforce

Create custom Report Types combining WhatsApp objects with Sales/Service objects. Example reports: 'Lead Conversion Rate by Channel' (compare WhatsApp vs Email vs Web), 'Average Response Time by Agent', 'Pipeline Value from WhatsApp Leads', 'Case Resolution Time WhatsApp vs Phone'. Create dashboards for sales managers and service managers.

Activate Einstein AI enhancements (optional)

If you have Einstein activated, enable Einstein Lead Scoring for WhatsApp leads (AI predicts close probability), Einstein Conversation Insights to analyze conversation sentiment, and Einstein Next Best Action to receive automatic suggestions for which message to send based on customer context. AnswerForMe can execute those actions automatically.

Frequently Asked Questions

Does it work with Salesforce Sandbox for testing before production?

Yes, you can connect both production orgs and Sandboxes. We recommend installing first in Sandbox, configuring and testing all automations, and when you're 100% confident, migrate configuration to production using Change Sets or Salesforce CLI. This avoids errors in production environment with real customers.

Does it integrate with Service Cloud or only Sales Cloud?

Complete integration with both. Sales Cloud: Leads, Contacts, Accounts, Opportunities. Service Cloud: Cases, Entitlements, Omni-Channel, Knowledge Articles. You can have support cases and sales opportunities from the same contact, all synchronized from WhatsApp. Respects Service Cloud SLAs, Milestones, and Escalation Rules.

How does it handle duplicates? Does it create multiple Leads for the same contact?

No, uses native Salesforce Duplicate Rules and Matching Rules to detect duplicates. Before creating a new Lead, verifies if a Contact/Lead already exists with that WhatsApp number or email. If exists, updates existing record instead of creating duplicate. Respects your Duplicate Management configuration (allow/block/alert duplicates).

Can I use Process Builder and Salesforce Flow with this integration?

Yes, completely. All objects synchronized from WhatsApp trigger Process Builder and Flows normally. Examples: Flow that sends email to sales manager when WhatsApp Lead has score > 80, Process that creates follow-up Task when WhatsApp Case closes, Flow that updates custom field when customer responds 'yes' via WhatsApp. Use criteria-based logic like any other Salesforce event.

Do WhatsApp conversations appear in Contact/Lead Activity History?

Yes, every WhatsApp message is logged as an Activity (Task or Custom Activity depending on your configuration) in the Activity History Related List. You can see complete chronology of interactions: emails, calls, WhatsApp messages, all in one place. This is critical for compliance and audit in regulated industries.

Does it support multi-currency for international companies?

Yes, if you have Multi-Currency enabled in Salesforce, respects currency configurations per opportunity. Example: sales in Mexico use MXN, sales in Chile use CLP, sales in Brazil use BRL. When creating Opportunity from WhatsApp, detects customer's country and automatically assigns correct currency. WhatsApp quotes use the record's currency.

Can I connect multiple WhatsApp numbers to a single Salesforce org?

Yes, you can connect multiple WhatsApp Business numbers (e.g., one for sales, another for support, another for each country) to the same Salesforce org. Each number can have different Assignment Rules, different Case queues, and different Sales/Service teams. Ideal for multinational companies with operations in multiple countries.

How does it work with Einstein AI? Do the AIs combine?

Yes, advanced integration with Einstein. Einstein Lead Scoring automatically qualifies WhatsApp leads (0-100 score), Einstein Opportunity Insights predicts close probability, Einstein Next Best Action suggests what to say via WhatsApp based on context, and Einstein Conversation Insights analyzes sentiment. AnswerForMe AI executes those recommendations automatically, creating a dual AI system: Einstein for strategy, AnswerForMe for execution.

Quick Facts

⚡ 5-minute installation from Salesforce AppExchange
🔄 Real-time bidirectional sync with REST/Bulk API
📊 2,000+ enterprise organizations in LATAM use AnswerForMe + Salesforce
🎯 Automatically creates Leads, Contacts, Opportunities, and Cases
🤖 Einstein AI + AnswerForMe AI: dual artificial intelligence
🔐 SOC 2 Type II compliant - guaranteed enterprise security
📈 Native dashboards in Salesforce with WhatsApp metrics

Ideal for

Enterprise organizations with 50+ sales and support teams using Salesforce as their central system. Ideal for multinational companies, corporations with complex sales processes, geographically distributed teams, and organizations requiring complete traceability, advanced reporting, SLA compliance, and audit of all customer interactions. Especially valuable for regulated industries (finance, healthcare, insurance) that need immutable records of communications.

Expert Insight

Pro tip: WhatsApp has higher open rates than email, ideal for instant customer service.

Ready to Automate?

Start automating your WhatsApp conversations today.

Create Free Account